ITIL 4 CDS exam-day guide
ITIL 4 CDS · Prepare for the day ahead.
Your checklist
Government-issued photo ID
Bring the original physical ID (passport, driving licence or national identity card) with the name spelled exactly as in your exam registration. If your registration name differs from your ID, correct it with the provider before exam day. needs_review: confirm with the provider whether a second form of ID is required.
Appointment confirmation
Have your booking reference, exam date, start time and the time zone the appointment is stated in written down. A time-zone mix-up is the single most common avoidable no-show.
Certification account credentials
Know your username and password for the certification body's exam platform, and have a way to reset them (access to the registered email address, phone for one-time codes) in case you are asked to log in again mid-session.
Working webcam and microphone
Required for online-proctored delivery. Test both on the day you book the exam slot, not on the morning itself. needs_review: confirm with the provider whether a headset or external microphone is permitted, as rules vary by delivery mode.
Stable internet connection plus a backup
Wired or strong Wi-Fi on the primary connection, and a phone hotspot or second network ready as a fallback. Know how to reconnect before you need to.
Private, well-lit room with a clear desk
Closed door, nobody entering, no notes, books, sticky notes, second monitor, smartwatch or phone within arm's reach. Online proctoring commonly requires a room scan at check-in - confirm with the provider what the scan involves.
Completed system/equipment test
Run the provider's compatibility check on the exact device, browser and network you will use for the exam, ideally 72 hours out and again the day before.
Eligibility evidence
Your ITIL 4 Foundation certificate (or equivalent prerequisite) may need to be verifiable against your candidate record. needs_review: confirm with the provider whether any certificate or eligibility document must be shown at check-in.
Permitted comfort items only
Water in a clear, unlabelled container is often allowed but not universally. needs_review: confirm with the provider what drinks, medication or accessibility aids you may keep at your desk before the session starts.
Provider support contact details
Write down (on paper, not only on the exam device) the support phone number or chat link for technical problems, so you can reach it if the exam platform itself fails to load.
A clock or timer plan
You will normally see a countdown in the exam interface; if you rely on a physical watch instead, needs_review: confirm with the provider whether watches are permitted in your delivery mode.
Plan the day
Re-read your own summary of the CDS syllabus areas (service design, value streams, service delivery, operations and support practices) and list the three or four areas where your practice scores were weakest. Study only those.
Sit one full-length practice set under real conditions: 40 questions, 90 minutes, closed book, no interruptions. Use it to calibrate pace, not to learn new content.
Confirm your appointment date, start time and time zone, run the system compatibility test on your final device, and check that your ID name matches your registration.
Light review only - key definitions and the flow of a value stream from demand to value. Stop studying in the evening; cramming new material the night before reliably costs more than it gains.
Prepare the room and the desk, charge devices, confirm login credentials work, and note the support contact and check-in time (arrive or log in early - needs_review: confirm with the provider how many minutes before the start you should check in).
Sleep a normal night. Do not schedule anything demanding immediately before or after the slot.
Eat, hydrate, and do a five-minute skim of your own one-page summary - then put it away out of the exam room.
Close every other application, disable notifications, silence and stow your phone out of reach, remove papers and second screens, and have your ID ready for the identity check.
Read each question twice and check how many options you are asked to select - some items require more than one correct answer, and selecting the wrong number can score zero for that item.
Budget roughly two minutes per question across the paper and protect the last ten minutes for review. Flag anything you are unsure of and move on rather than sinking time into one item.
Answer every question. There is normally no penalty for a wrong answer, so never leave a blank - make a reasoned choice and return if time allows.
If the platform freezes or disconnects, do not panic or restart repeatedly: follow the reconnection steps, note the time, and contact the provider support line. needs_review: confirm with the provider's stated procedure for technical interruption and whether lost time is restored.
Rules to check
Bring photo ID whose name matches your registration exactly. If it does not, resolve it with the provider before the exam; mismatches typically prevent you from sitting and may forfeit the fee - confirm the provider's policy.
The exam is closed book. No notes, textbooks, printed summaries, search engines, AI tools or messaging apps. Any of these being visible on screen or on the desk can void your result.
If online-proctored, stay in frame and in the room for the whole session; do not talk to anyone, cover the camera, or let another person enter. needs_review: confirm with the provider what movement and room-scan behaviour is permitted.
The ITIL 4 CDS exam is 40 questions in 90 minutes with a pass mark of 26 out of 40 (65%). needs_review: confirm the current format, duration and pass mark with the provider at the time you book, as these can change.
Scheduled breaks are generally not available and the clock normally keeps running if you step away. needs_review: confirm with the provider whether any break or extra-time provision (for example for a second language or an accessibility need) applies to you, and request it in advance rather than on the day.
There is normally no negative marking, so attempt every question, but only select the number of options the question asks for - over-selecting on a multi-answer item can cost you the mark.
Your score report is typically issued at the end of the session. Keep it; you may need it as evidence for employers or for the next module in the qualification scheme. needs_review: confirm with the provider how and when official results and certificates are issued.
Any suspected misconduct or attempt to record the exam can lead to the session being terminated and the result being voided. If something goes wrong technically, report it through official support channels rather than trying to work around it.