Student Support & FAQs
Find a quick answer by checking our most frequently asked questions or contact our team directly using the button below!
Course Content & Features
The minimum amount of study time required for your course will depend on the course itself (the precise number can be found on the course page):
Enterprise Architecture courses range from having four hours of course material to having over 47 hours (TOGAF Combined Suite)
IT Service Management (ITSM) courses range from having 16 hours of course material to having over 250 hours (ITIL Expert Suite)
Digital Transformation courses range from having six to 17 hours (IT4IT Foundation) of course material
Business Process Modeling (BPMN) course offers seven hours of course material
Please visit the Good e-Learning course portfolio for further course information.
You will have access to all course materials for either 3, 6 months or 12 months, depending on the course and certification level:
- Awareness- 3 months access
- Foundation level – 6 months access
- Practitioner level – 6 months access
- Foundation and Practitioner level – 12 months access
If you would prefer to defer your start date or find out when your course license will end, please contact the Good e-Learning Support Team.
Good e-Learning offers a range of courses on many of the world’s most popular corporate standards and frameworks, including:
Enterprise Architecture – (TOGAF & ArchiMate)
IT Service Management – (ITIL)
Development & Operations – (DevOps & SRE)
Business & Digital Transformation – (Change Management, AgileSHIFT & IT4IT)
Business Process Modeling – (AgileBA & BPMN)
Project & Program Management – (PRINCE2, MSP, AgilePM)
IT Governance & Compliance – (COBIT 2019 & GDPR)
When you purchase a course from Good e-Learning, you will have a set number of months to access the course material. This period will begin at the point of purchase.
You will have access to all course materials for either 3, 6 months or 12 months, depending on the course and certification level:
- Awareness- 3 months access
- Foundation level – 6 months access
- Practitioner level – 6 months access
- Foundation and Practitioner level – 12 months access
If you would prefer to defer your start date or find out when your course license will end, please contact the Good e-Learning Support Team.
Once you have completed an e-Learning course, the course completion certificate will be available for download. You can download a PDF of your course completion certificate by following these steps:
- Log in to the Learning Ecosystem
- Move the mouse to the menu bar on the left-hand side and select the menu button
- Four options will appear, select ‘My Activities’
- In the ‘My Activities’ section, select ‘Learning Plans’ – the training which you have completed will be shown with 100% progress
- The learning plan which is completed should have a certificate icon showing after the ‘Progress’ column
- Click the certificate icon and a PDF file should appear for you to download
Course completion certificates are available for most of our courses. Courses accredited by PeopleCert do not come with a course completion certificate (ITIL®, ITIL 4®, AgileSHIFT®, PRINCE2®, PRINCE2 Agile®, MSP®, COBIT 5).
Effective 01/01/2020 – A “Letter, of course, attendance/participation” can be issued for individuals that have participated and completed training for an AXELOS Global Best Practice product. Please contact support to request this.
Mobile Course Access
You can download the “Go.Learn” app in the App Store or on Google Play depending on the operating system of your mobile device.
The app allows you to access the learning platform directly from your mobile devices. Through the app, you can easily attend courses, complete training material, and view various assets and channels.
You will have access to all course materials for either 3, 6 months or 12 months, depending on the course and certification level:
Awareness level – 3 months access
Foundation level – 6 months access
Practitioner level – 12 months access
If you would prefer to defer your start date or find out when your course license will end, please contact the Good e-Learning Support Team.
To access the course in ‘offline mode’, you will need to download it first.
Once courses and/or objects are successfully downloaded, you will find them in the “Offline Content” area of your app which you can access from the main menu.
In order to download a course and/or object, check your app is online, access the course, then press the three dots icon in the top right corner of the screen and press the “Download” button that appears at the bottom.
Once the app is installed, simply tap on the app’s icon to launch.
On the first page, insert your learning platform’s URL in the Platform URL text box (please note that the URL of your platform and your Mobile App are the same).
Once you’ve successfully logged into the learning platform, you can access your training.
To navigate courses or learning plans, tap the “My Courses and Learning Plans” tab or “My Dashboard” in the main menu. The page will show you all of the courses assigned to your account. Simply click the course icon to play the course.
The Go.Learn mobile app is only available on:
Apple iOS 10 and later
Android 6 and later
Exams & Certifications
Once you finish a course, you will be entitled to receive a FREE exam voucher from Good e-Learning. We offer one voucher per-exam, so package courses will come with multiple vouchers if necessary. Certain courses may also come with vouchers to retake an exam if you fail.
Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase.
The The Open Group exam vouchers
Please contact Good e-Learning Support when you are ready to sit your exam. We will be able to process the voucher within 48 hours of the request in partnership with the The Open Group. Please note the turnaround time is 1-5 working days.
PeopleCert, ISACA, APMG & DevOps Institute exam vouchers
Please contact Good e-Learning Support when you are ready to sit your exam. We will be able to provide the voucher within 48 hours of the request.
Whether or not your exam voucher can be extended will depend on the course that you are taking. For an exact answer, please contact the Good e-Learning Support Team.
The The Open Group exam vouchers
Exam vouchers cannot be extended. If you contact the The Open Group they may be able to provide you with a new voucher code, which would be valid for 3 months. You may be required to pay an additional fee. Please email [email protected] for confirmation.
PeopleCert, ISACA, APMG & DevOps Institute exam vouchers
Exam Vouchers can be extended, though you may be subject to administrative charges. Please contact [email protected] for more information.
How and where you will need to take your exam(s) will depend on the course you are taking. For an exact answer, please contact the Good e-Learning Support Team.
The The Open Group exam vouchers
The Open Group exams are offered at authorized Pearson VUE test centers. For a complete listing of regional centers, please visit the Pearson VUE website.
Additional The Open Group options
there is an option to take some exams with Online Proctoring. Candidates who would need to travel, can now save money and time by taking their Certification Exams at home or at the office. Online Proctored Delivery is now available for the following exams:
OGA-031 ArchiMate 3 Part 1
OGA-032 ArchiMate 3 Part 2
OG0-061 IT4IT Part 1
OG0-091 TOGAF 9 Part 1
OG0-092 TOGAF 9 Part 2
OGB-001 TOGAF Business Architecture Part 1
PeopleCert exam vouchers
A step by step guide for taking your exam is available on the People Cert website. If you are sitting the ITIL Foundation exam, you can take this at a Pearson Vue test center.
The way in which you will need to book your exam will depend on your course. For an exact answer, please contact the Good e-Learning Support Team.
The The Open Group exam vouchers
You will be required to register and book your exam online with Pearson VUE after receiving your exam voucher via email from Good e-Learning.
PeopleCert exam vouchers
You will be required to register with PeopleCert after receiving your exam voucher (People Cert code) via email from People Cert. Good e-Learning will order the voucher on your behalf. Please contact the Good e-Learning Support Team to request your voucher.
Certain exams have prerequisites which students must meet in order to take them. This varies from exam to exam, so it will be a good idea to check the information on your course”s page. You can also contact the Good e-Learning Support Team for more information.
The The Open Group exam vouchers
There are no prerequisites to sit a Level 1 exam. To be eligible to sit a Level 2 exam you must first pass Level 1. More information on this is available here.
PeopleCert exam vouchers
There are no prerequisites required to sit a Foundation exam. To sit an Intermediate or Practitioner examination you will need to pass Foundation. Please note that for ITIL, the Managing Across the Life Cycle (MALC) exam cannot be taken until you accrue at least 17 credits (two from Foundation, 15 from Intermediate exams).
Exam vouchers for DevOps are valid for 90 days from the date of issue
Exam vouchers for COBIT 2019 are valid for 6 months from the date of issue
Re-take exam vouchers (issued by the The Open Group) are usually valid up to 6 months
All the other exam vouchers are valid for 12 months from the date of issue
Please contact the Good e-Learning Support Team at [email protected] to request your voucher or to find out how long you have left to request it.
Whether or not you will be entitled to retake a failed exam will depend on the course you are taking. Certain courses may be eligible for our Exam Pledge, while for other courses you will need to pay for a resit.
Exam Pledge
As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam.
The course must be purchased directly through Good e-Learning and must have a valid order number. Courses sold by ILX or through other partners/resellers are not eligible.
For a full list of eligible courses, please see our Terms & Conditions.
Certain exam providers can offer you additional time if you are taking an exam which is not written in your first language. For an exact answer on your specific course, please contact the Good e-Learning Support Team.
The The Open Group exam vouchers
Additional time is available for students whose first language is not English. Approval must be obtained beforehand from the The Open Group. Please see The Open Group website for further information.
PeopleCert exam vouchers
An additional 25% time will be available for students whose first language is not English. Please note that your examination may also be available in your first language. Please visit the PeopleCert website for information relating to your exam.
APMG exam vouchers
You will be required to register and book your exam online with APMG International after requesting your exam voucher from the Good e-learning support team. All information needed to book your exam will be provided within the email from APMG International.
Formats vary considerably between different exams. You can find the exact information about your own exam by visiting the page for your course on our website. You can also contact the Good e-Learning Support Team for more information.
The The Open Group exams (TOGAF®, ArchiMate®, IT4IT®)
Level 1 examinations, including IT4IT Foundation, are closed-book and involve multiple-choice questions. Level 2 examinations are open-book, scenario-based, and involve complex multiple-choice questions. If you are sitting the TOGAF Combined examination, then the Level 1 and 2 formats will both apply. More information on exam durations and pass marks is available here.
The assessment for TOGAF Essentials 2018 is taken online. The assessment program includes both a PRACTICE assessment and a live assessment. It is no longer required to pass the Practice assessment before you are invited to take the actual assessment. The The Open Group sends invitations for both the Practice assessment and the actual TOGAF Essentials 2018 assessment at the same time. You have unlimited attempts at the Practice assessment until you pass, and three attempts at the actual TOGAF 2018 assessment.
PeopleCert exams (ITIL®, ITIL 4®, AgileSHIFT®, PRINCE2®, PRINCE2 Agile®, MSP®)
All examinations are closed-book. More information on exam durations and pass marks is available here.
ISACA exams (COBIT 2019®)
The COBIT 2019 Foundation exam is closed-book. This is an online proctored exam consisting of 75 questions. More information on the exam’s duration and pass marks is available here.
DevOps Institute exams (DevOps®, DevSecOps®, & SRE®)
All examinations are Open Book, Web-Based. More information on exam duration and pass marks is available here.
APMG exams (AgilePM®, AgileBA®, Change Management)
The exams involve multiple-choice questions. Foundation exams are closed-book, while the Practitioner exams are open-book. More information on exam duration and pass marks is available here.
Exactly when you receive your exam results will depend on the exam provider. For an exact answer, please contact the Good e-Learning Support Team.
The The Open Group exam vouchers
You should receive a notification of a pass or fail within a few minutes of completing the exam via a printed score report, which can also be obtained through your Pearson VUE account. Your result will also be forwarded to the The Open Group. They will process it and contact you within six business days to confirm your certification if you have passed.
PeopleCert exam vouchers
You will receive preliminary results on your screen after completing your exam. Official results will be issued within 2 business days and an e-certificate will also be provided. You can order a hard copy of your certificate from your PeopleCert account.
Technical Questions
Good e-Learning courses are compatible with all modern Internet browsers. However, you may be required to update your browser if you are using an older version.
Accessing your course:
In order to access a Good e-Learning course, you will need one of the following internet browsers (Windows & Mac):
Google Chrome (latest version)
Microsoft Edge (Latest version)
Firefox (last version)
* Microsoft Edge, Firefox and Chrome have a continuous release policy that makes it difficult to fix a ”minimum” version. Therefore, we recommend using the latest version.
Flash Player requirements:
Our courses require Flash Player (v10.3 or later) to properly view. Click here to download the latest version on Flash Player.
Please note that you must be using a browser as stated in step 1 to be able to use Flash.
Accessing your course from a mobile device:
Safari (Apple iOS 8 or later)
Google Chrome (Apple iOS 8 or later)
Google Chrome (Android OS 4.1 or later)
If you are experiencing an issue with your course not loading or a slower-than-expected performance, please try the following steps:
Clear your cache and try to access the course again
If you are using Internet Explorer/Edge, please try the latest version of an alternative browser such as Mozilla Firefox or Google Chrome
You may need to install or re-install Adobe Flash
If you are still having issues after following these steps, please contact Good e-Learning support and a member of our team will get in touch to provide assistance.
Our support team is always on hand to help things run smoothly. Please drop us an e-mail at [email protected], or fill out our brief contact form.
Alternatively, you can call us directly on: UK: +44(0) 203 824 2817
Payment & Cancellation
If you are trying to purchase a course and your payment is failing, first try to clear your cookies and cache from your web browser or use an incognito window and try again.
If you are still experiencing issues, please contact our support team.
You can change your mind within fourteen (14) days of purchase so long as the course was purchased directly from Good e-Learning and the course materials have not been downloaded, streamed or otherwise accessed.
It is your responsibility to ensure that you meet the system requirements, including compatible hardware, software, telecommunications equipment and Internet service, prior to purchasing any content. We are unable to provide refunds where your access to the Products is inhibited due to insufficient system requirements.
for more information, please see our Terms & Conditions.
