Just finished the exam. Results at end of page stated 17 of 20. Thanks everyone for the advice I got from here.

I do have a question for anyone that has taken it. How long till I get email or site shows that I have passed?

I got nothing after ending exam.

I have went through Gogo training twice, StormWinds entire ITILv5 class, and now I took some practice exams I found on Udemy. I passed all 6 practice exams first time but did them all twice. Here the practice exams I took on Udemy.

ITIL Foundation Bridge (Version 5): 6 Practice Exams

6 focused ITIL Foundation Bridge practice exams with detailed explanations - Officially Licensed ITIL Product

Anyone have any other good final suggestions for me before taking the exam?

If an organization mainly looks at ticket volume, closure rates, and SLA compliance, what is it potentially missing?
A ticket can be closed without the underlying issue being resolved. The same problem can generate multiple tickets, and recurring issues can continue indefinitely while the reporting still looks good.
If you were evaluating whether an internal IT department or outsourced support vendor was actually performing well, what metrics or patterns would you look at beyond “ticket closed”?
I’m interested in how organizations identify these problems in practice.

I’ve been creating service ops functions for over 10 years now, and I have never created a team as “first line” “second line etc.

I would have a team of Workplace Engineers to handle all modern workplace, infrastructure and EUC issues/requests, and service ops analysts for application support, problem tracking, observability and user training.

Everybody in the team are jointly responsible for items coming in, and I don’t have any people who would be seen as “just” triage or script readers.

Obviously I have progression roles such as Senior and Leads, which add extra responsibilities like project ownership, mentoring and escalation, but they would still answer calls and respond to tickets.

I recently joined a new company that has been setup with, what feels to me, like an outdated service desk rather than a modern service operations function, and the lack of motivation and willingness to support each other or step outside of their zone is something I’ve never experienced before.

Aside from their training (which is just some very basic videos reading off the same text you get in the official PDF guides) it is basically impossible to get your exam voucher from them. It forces you to go through a chatbot to get it. The chatbot cannot provide it and just stops replying after the initial question asking how it can help you. When you open a support ticket to them, they refer you back to the chatbot to get get the voucher. So you're just stuck in a loop with no way out of it. I truly regret choosing them and will be attempting to report this experience to PeopleCert.

I'm doing some research into outsourced IT support and I'm curious how companies handle this.

If you're paying an outside provider for help-desk support, how do you independently determine whether the volume you're paying for represents legitimate new support needs versus repeat contacts, unresolved issues, duplicate work, or problems that keep coming back because the underlying cause was never fixed?

Does your MSP already provide that analysis? Do you do it internally? Or is this something you don't really have visibility into?

I'm particularly interested in hearing from people who manage the vendor relationship from the customer side.