ITIL 4 CAI exam-day guide
ITIL 4 CAI · Prepare for the day ahead.
Your checklist
Government-issued photo ID
Bring the exact ID document name you registered with. The name must match your registration. If you are testing online with a remote proctor, you will show it to the camera; in a test centre you show it at check-in. Confirm with the provider which ID types are accepted for your location and whether a second ID is required.
Appointment confirmation and candidate number
Have your booking confirmation, candidate/registration number, and the exam appointment time accessible (printed or on your phone). You may not be allowed to take personal items into the test room, so note the key details on paper if your centre permits it. Confirm with the provider whether printed confirmation is needed.
Know the exam format before you sit
ITIL 4 CAI is a multiple-choice exam. Confirm with the provider or your accredited training organisation the current number of questions, time allowed, pass mark, and whether it is closed-book. Do not rely on second-hand figures from forums; the official syllabus and your booking confirmation are authoritative.
Confirm delivery mode and technical requirements
If taking it online proctored, run the provider's system test on the same device and network you will use, check webcam/microphone, and close all other applications. If taking it at a test centre, confirm the address, arrival time, and parking/transport. Confirm system requirements with the provider.
Quiet, private, well-lit room (online proctored)
Clear your desk of everything except permitted items. A proctor may ask you to pan the camera around the room. No other people may enter. Confirm with the provider what is allowed on the desk (e.g., water, tissues, scrap paper) - do not assume.
Check break and comfort-room policy
Confirm with the provider whether breaks are allowed, whether the clock stops, and what happens if you leave the camera view. For a short multiple-choice exam, breaks are often not permitted; plan hydration and bathroom visits for immediately before the exam.
Review the ITIL 4 CAI syllabus scope
Re-read the official syllabus to confirm which practices and concepts are in scope - for example, the purpose and key concepts of continual improvement, the continual improvement model and its steps, and how improvement is embedded across the service value chain. Use the syllabus as your revision checklist, not a third-party summary.
Prepare your revision artefacts
Have your own notes on the continual improvement model steps, the difference between improvement at strategic, tactical and operational levels, and key terms such as 'CSI register', 'improvement backlog' and 'lessons learned'. These are for study before the exam, not to bring into a closed-book test.
Plan arrival/log-in buffer
Aim to arrive or log in early per the provider's instructions - typically well before the start time so identity checks and room scans do not eat into exam time. Confirm the exact arrival window with the provider.
Backup plan for technology failure
Know the provider's support contact and what to do if the connection drops mid-exam. Keep your phone nearby but out of reach during the exam, and note the support number beforehand. Confirm the incident process with the provider.
Plan the day
Finish active revision: re-read the official syllabus, then self-test on the continual improvement model and its steps, the purpose of the 'improve' value chain activity, and how improvement practices interact with other practices. Write out from memory the model's steps and check against the source. Spend remaining time on weak areas rather than re-reading everything.
Confirm logistics: delivery mode, appointment time and time zone, test centre address or online check-in link, and accepted ID. Resolve any uncertainty with the provider now, not on the day. Run the online system test if applicable.
Do a light review only - key definitions and the continual improvement model. Stop studying early enough to sleep well. Prepare and lay out your ID, confirmation details, and permitted items. Check your device, charger, and network; silence notifications. Avoid cramming new material.
Eat and hydrate normally. Re-check the appointment time and time zone. For online proctoring, close all other applications, clear your desk, and log in early for identity verification and room scan. For a test centre, leave with a buffer for travel and check-in.
Read each question fully and watch for qualifiers such as 'BEST', 'MOST likely' or 'FIRST'. Answer every question - there is normally no penalty for guessing, but confirm the scoring rule with the provider. Flag and move past questions you cannot resolve, then return if time allows. Use the full time; do not rush the final review.
Note your provisional result if shown and confirm with the provider how and when official results and any certificate are issued, and what the retake policy is. Record which topics felt weakest for future development.
Rules to check
Bring the ID document that exactly matches your registration name; if the names differ, contact the provider before the exam - you may be refused entry.
Personal items such as phones, notes, smart watches and bags are generally not allowed in the test room; store them as the provider directs. Confirm with the provider what is permitted.
The exam is normally closed-book: do not bring notes, printed material or unauthorised aids. Confirm the open/closed-book status with the provider.
Do not communicate with anyone during the exam, and do not let anyone enter the room during online proctoring; this can lead to invalidation.
Breaks are usually not permitted during a short multiple-choice exam; confirm with the provider whether any break is allowed and whether the clock pauses.
Scoring is based on the number of correct answers against the pass mark set by the provider; confirm the current pass mark and whether unanswered questions score zero. There is normally no negative marking - confirm with the provider.
Follow all proctor and invigilator instructions; suspected misconduct may result in the result being withheld or the exam being voided, subject to the provider's policy.
If a technical failure occurs, stop and contact provider support rather than continuing; confirm the incident and rescheduling process with the provider.