The ITIL® 4 Foundation Certificate is an introduction to ITIL® 4 framework. It allows the candidates to understand the IT Service Management by using the end-to-end operating model. It deals with the creation, delivery, and continual improvement of IT services and products. Professionals who are ITIL® 4 certified know who ITIL® can be used to enhance the IT Service Management.
ITIL® 4 is the next evolution of the ITIL® framework. It consists of a stream of four modules named ITIL® Managing Professional (ITIL® MP). These four modules are:
ITIL® Managing Professional (MP) is designed for apprentices who engage with technology and digital teams throughout the organization.
They are not just confined to the IT departments. This course attempts to give experience and expertise to run successful teams, IT projects, and workflows.
Modules cover ‘ITIL® Specialists’ in -
ITIL® Managing Professional
ITIL® Strategic Leader
Digital & IT
ITIL® V4 Foundation
The objective of this course is to develop the apprentice on how to utilize technology to address and deliver business procedure. It also emphasizes the role of IT in this process.
ITIL V4 Syllabus includes -
ITIL® Certification Level
ITIL® V3/V4 Foundation Certification
ITIL® Intermediate Service Lifecycle stream:
Service Strategy (SS)
Service Design (SD)
Service Transition (ST)
Service Operation (SO)
Continual Service Improvement (CSI)
3 credits each
ITIL® Intermediate Service Capability stream
· Planning, Protection, and Optimization (PPO)
· Service Offerings and Agreements (SOA)
· Release, Control, and Validation (RCV)
· Operational Support and Analysis (OSA)
4 credits each
ITIL® Managing Across the Lifecycle (MALC)
ITIL® Certification Level
Number of Credits Required
Composition of Credits
2 credits from ITIL® Foundation
ITIL® Managing Across the Lifecycle (MALC)
2 credits from ITIL® Foundation and a minimum of 15 credits from ITIL® Intermediate or complementary qualifications
2 credits from ITIL® Foundation, minimum of 15 credits from either ITIL® Intermediate or complementary qualifications, and 5 credits from ITIL® MALC
ITIL® v3 Foundation certified
Once you have obtained the ITIL® v3 Foundation certification, you can straight away take the ITIL® 4 Foundation to transition into the new scheme. A new single exam will be required to cover the new material in the ITIL® 4 Foundation.
ITIL® Intermediate/Practitioner level
If you have started collecting credits from Intermediate or Practitioner levels, it is better to continue with the v3. This will help you prepare for the east transition while gaining the designation of the ITIL® Managing Professional.
ITIL® v3 expert
If you are on this level, get the ITIL® Managing Professional designation by taking the ITIL® Managing Professional Transition module as soon as it is released.
After achieving the destination, you will only need to pursue the ITIL® Leader Digital and Strategy module instead of completing the ITIL® Strategic Leader stream. Completing both the streams will make you eligible to move towards the ITIL® Master.
ITIL® Service Lifecycle modules:
ITIL® Service Capability modules:
The most significant purpose for developing an advanced version of the ITIL® V3 was because of its specific shortcomings. These are -
1. An unsatisfactory involvement with the ITSM Community
2. Incompetent to perceive the current trends in software developments and IT services.
The latest version addressed the bad relationship issues by giving them heads-up as it will publish the updates in the community, thus avoiding any hindrance in the free flow of data. Moreover, to give the students a complete overview from the beginning, the whole foundation course under the ITIL® V4 has been revised. It is updated based on the requirements of modern business. What makes these revisions so accurate is the fact that they are based on the feedback of millions of ITIL® practitioners and are completely practical.
Evolution of ITIL® V4 -
ITIL® 4 best practices and how to implement them to streamline processes for continuous improvement
Fundamentals of Service Management, Service Lifecycle and other IT-enabled services.
Applying practices learnt to improve business decisions and optimize customer expectations
An in-depth preparation for ITIL® 4 Foundation certification
There are no specific prerequisites for this course, and Axelos has not defined any specific eligibility criteria for the ITIL® 4 Foundation exam. However, the ITIL® 4 Foundation certification is in itself a prerequisite for the higher levels of ITIL® qualifications.
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The KnowledgeHut exam plan has been meticulously planned and created by resourcing ITIL® 4 questionnaires and exam blueprints. These will give you maximum learning benefit for clearing the exam at the very first attempt.
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Apply ITIL skills to enhance the profit margins, productivity, efficiency, agility and customer satisfaction of the industry you work in.
1.1 Recall the definition of:
1.2 Describe the key concepts of creating value with services (2.1,2.1.1, 2.2 and all subsections of 2.5):
1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1 ):
2.1 Describe the nature, use and interaction of the guiding principles (4.3, 4.3.8)2.2 Explain the use of the guiding principles (4.3):
3.1 Describe the four dimensions of service management (3):
4.1 Describe the ITIL service value system (4.1)
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)5.2 Describe the purpose of each value chain activity:
6.1 Recall the purpose of the following ITIL practices:
6.2 Recall definitions of the following ITIL terms:
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
The annual salary of an Incident Manager with ITIL® certification based in Malaysia ranges between RM 11,000 - RM 178,000. The average annual income is reported to be approximately RM 71,532 per annum in Malaysia.
The annual salary of an ITIL® certified Problem Manager based in Malaysia ranges between RM 144,000 - RM 180,000. The reported average annual salary is RM 160,000.
According to PayScale, the average annual salary of an ITIL® certified Change Manager located in Malaysia is RM 118,000. The annual salary ranges between RM 122,000 - RM 236,000 in Malaysia.
An ITIL® certified Business Relationship Manager residing in Malaysia can earn RM 59,419 as an annual average salary. The annual salary ranges between RM 24,000 - RM 99,000.
The annual salary of Malaysia-based Project Manager with an ITIL® V3 certification is reported to be RM 111,792. The annual salary ranges between RM 41,525 - RM 204,479 as yearly compensation.
A Service Delivery Manager based in Malaysia with an ITIL® certification earns around RM 116,857 as an average annual salary. The annual salary ranges from RM 55,481 - RM 205,659 in Malaysia.
The responsibilities and salaries of the ITIL® V3 Service Strategy roles in Malaysia are as follows:
|Sl No.||ITIL Roles||Responsibilities||Salary in Malaysia (per annum)|
|1.||Business Relationship Manager|
Responsibilities of a Business Relationship Manager include -
|2.||Demand Manager||Apprehending, influencing and knowing what the customer requirements are some of the major responsibilities of Demand Manager.||RM 100,824|
Following are the responsibilities of a Financial Manager -
|4.||IT Steering Group (ISG)||This group acts as the link between business and IT strategies. They evaluate the business and strategize the IT structure accordingly.|
This team consists of senior management from the IT sector and business.
|5.||Service Portfolio Manager|
Following are the responsibilities of a Service Portfolio Manager -
The responsibilities and salaries of the ITIL® V3 Service Design Roles in Malaysia are as follows:
|Sl No.||Roles||Responsibilities||Salaries (per annum)|
|1.||Applications Analyst||The major responsibility of an Applications Analyst is to analyze and manage applications.||RM 58,200|
Following are the responsibilities of an Availability Manager -
Capacity Managers are responsible for -
The responsibility of a compliance manager is to -
|5.||Enterprise Architect||An Enterprise Architect looks after the whole Enterprise architecture (EA) which is a major aspect of the business.||RM 65,000|
|6.||Information Security Manager|
The responsibility of the Information Security Manager includes -
|7.||IT Service Continuity Manager|
The responsibility of the IT Service Continuity Manager are as follows -
A risk manager has these responsibilities -
|9.||Service Catalogue Manager|
The responsibilities of the Service Catalogue Manager are -
|10.||Service Design Manager|
A Service Catalogue Manager is responsible for -
|11.||Service Level Manager|
Their job is to ensure that the agreed service level targets stick to the following-
|12.||Service Owner||Along with the Service level Manager, it is a service owner’s duty to manage and negotiate Operational Level Agreements.|
|13.||Supplier Manager||The responsibility of a supplier manager is to ensure that the supply provided to the company is according to the needs of the market and consumer.||RM 58,189|
|14.||Technical Analyst||A technical analyst is the backbone of the IT infrastructure. He uses his skills and expertise to provide valuable services to manage the IT system.||RM 61,200|
The responsibilities and salaries of the ITIL® V3 Service Transition Roles and Boards in Malaysia are as follows:
|Sl No.||Roles||Responsibilities||Salaries (per annum)|
The Application Developer is responsible for -
|2.||Change Advisory Boards (CAB)|
It is a group of senior people whose responsibilities are -
|3.||Change Manager||A change manager is responsible for handling changes in such ways that are effective and cause minimum disturbance inside the IT sector.||RM 129,240|
A configuration Manager’s responsibilities include -
|5.||Emergency Change Advisory Board (ECAB)||It is a subset of Change Advisory Board. The high impact emergency changes are decided by Emergency Change Advisory Board (ECAB).|
|6.||Knowledge Manager||Their responsibilities include gathering and storing data.|
Furthermore, analyzing this knowledge to offer better service.
The responsibilities of a project manager include -
|8.||Release Manager||The role of a Release manager is to ensure that the live environment is secure and the integrity is maintained.|
Moreover, they also make sure that the correct components are released.
|9.||Test Manager||A test manager conducts various tests and surveys to make sure that the service meets the demand and need of the customer.||RM 125,857|
The responsibilities and salaries of the ITIL® V3 Service Operation Roles and Boards in Malaysia are as follows:
|Sl No.||Roles||Responsibilities||Salaries (per annum)|
|1.||1st Level Support||It is the responsibility of the 1st level support to ensure that there is an immediate restoration in case of a failed IT service.|
|2.||2nd Level Support||If the 1st Level support is unable to solve an incident, it is passed on to the 2nd level. 2nd level support looks after managing the problem as efficiently as possible but if they are unable to solve it, the incident is further passed on to the Problem Manager.|
|3.||3rd Level Support||The 3rd level support is the third party suppliers.|
They provide solutions to an incident when 2nd Level Support makes a request for the same.
|4.||Access Manager||Access manager acts as the security holder and prevents unauthorized users to get access to the confidential files.|
|5.||Facilities Manager||IT infrastructures are situated in a physical environment. A facility manager manages this environment. They look after services like access management, environmental monitoring, cooling and power.||RM 84k|
|6.||Incident Manager||The major role of an Incident Manager is to carry out the implementation process effectively.||RM 71,532|
|7.||IT Operations Manager||The role of an IT Operations Manager involves ensuring that all day-to-day operational activities are carried out in a reliable and timely way.||RM 84,492|
The responsibilities of an IT operator are -
|9.||Major Incident Team||A team led by the Incident manager which comprises of technical experts and IT managers. Their role is to solve and resolute the major incident.|
A problem manager’s major responsibilities include -
|11.||Service Request Fulfilment Group||They look after providing various types of Service requests.|
The responsibilities and salaries of the ITIL® V3 Continual Service Improvement Roles in Malaysia are as follows:
|Sl No.||Roles||Responsibilities||Salaries (per annum)|
The major roles of a CSI manager are -
|2.||Process Architect||The primary objective is to ensure that all the changes are conducted efficiently while maintaining the Process Architecture.|
|3.||Process Owner||From devising the designs, finding sponsorships and working towards continuous development of the service, all these are the major responsibilities of a Process Owner.|
The most recommended method which will help you prepare for the ITIL® V4 Certification exam is the PDCA Cycle or Plan-Do-Check-Act method. It consists of -
Plan: First of all, go through the ITIL lifecycle in order to understand how to create an efficient study plan. Once, you have successfully devised your plan, you should try to answer the foundation level questions and revise through the full-length question papers.
Do: Just planning won’t do, you need to execute those plans properly.
Check: After implementing your plans, you need to observe and analyze your strengths and weaknesses. Work towards improving your weakness.
Act: Once you finish your assessment, start acting in such a way which helps you improve your weak areas. This can be done through multiple revisions or directly taking up the concept and solving questions accordingly.
Prometric is a technology provider which is trusted by millions. They offer advanced technology-enabled assessment and testing services to their clients which enables them to evaluate their data accurately. They provide every possible offer to allow their clients to check the accuracy of data through their test delivery solutions and market-leading test development. This ultimately assists the client in devising and introducing global testing applications and software to deliver data-accurate services.
They utilize a healthy and secure network for at least 160 countries which have more than 10,000 test centers. This allows them to give versatile tests.
The reason why it's trusted globally is that it is owned completely by a subsidiary of ETS. ETS is known for designing and delivering more than 10 million tests annually to 400 different clients who are from completely different fields, including healthcare, governance, finance, corporate and IT.
You can register for your ITIL® V4 Foundation exam session on Prometric. In order to do so, you need to log in to www.prometric.com and then follow the following steps to register for your respective exam.
Log in to www.prometric.com and follow the given steps to enroll for the exam -
Step 1: As mentioned above, the first step is to log in to the official page. Once that is done, look at the slider of the home page. Here, you’ll find “SCHEDULE MY TEST” option. Please click on it to proceed.
Step 2: After clicking the “SCHEDULE MY TEST” option, you will be taken to a page which will allow you to choose a sponsor for your examination. PeopleCert is the test sponsor for ITIL® V4 Foundation exam.
Step 3: Once you click on the PeopleCert’s name, you will proceed to the page which will have a list of all exams conducted by the PeopleCert.
Step 4: Click on “Schedule my test” option which will be visible on the page.
Step 5: The next option is to select the country where you will be giving the exam. Since here your choice is to schedule the exam in Malaysia, you need to select ‘Malaysia’ from the list of countries. Once you’ve selected the country, click on ‘Next’.
Step 6: Once you click ‘Next’, you will land on a page which consists of information on registration requirements and what you need to bring to the testing center. After reading the information you need to click on ‘Next’.
Step 8: Please confirm whether you are pre-approved for testing accommodation for the ITIL V4 Foundation exam.
Step 9: This step needs the initial 4 characters of your surname along with your eligibility ID.
Step 10: After verification, you will be taken to the page which will allow you to choose the date and time of the examination according to your convenience.
Step 11: The registration and appointment are concluded once your application is verified after you have successfully selected the test center and provided other essential data.
Pearson has over 35,000 employees around the globe and is the largest learning company in the world. One of the parts of Pearson is the Pearson VUE. VUE is the first choice of several certified professionals around the globe due to the fact that it allows them to help in developing, maintaining and executing their evaluating programs.
Furthermore, Pearson VUE is the leading developer in the computer-based examination. They manage all types of exams including high priority examinations which require maximum security. Over the years, they have emerged as the most qualified company to handle such delicate and secure tasks and provide the most secure environment.
Please follow the given steps to schedule an appointment for the ITIL® V4 Foundation exam session on Pearson VUE in Malaysia -
Step 1: The first step is to log in to the official website - www.pearsonvue.com .
Step 2: After you have successfully logged in, go to ‘For test takers’ and then go to the ‘Schedule an exam’ option.
Step 3: The next page will allow you to choose the sponsor for your examination. Peoplecert is the name of the sponsor of ITIL® Foundation.
Step 4: Clicking on the sponsor name will give you an option to ‘create your account’ or ‘sign in’ if you’re already a member. This will allow you to schedule, change the dates or cancel the examination.
Step 5: After signing in, please follow the steps as mentioned in the Pearson VUE guideline to schedule your examination.
In order to locate the test center in Malaysia for my ITIL® V3 and ITIL® V4 exam through Pearson VUE, go to the official website - www.pearsonvue.com. Here, click on ‘For test takers’ option and follow the given steps -
Step 1: After you have successfully logged in, go to ‘For test takers’ and then go to the ‘Schedule an exam’ option.
Step 2: The name of your test sponsor may be entered as ‘PeopleCert’ for ITIL exam.
Step 3: The sponsor page will have an option located on the right side of the web page, ‘Find a test center’.
Step 4: The above step will take you to the search bar where you can put your preferred location. In this case, type ‘Malaysia’ on the search bar and click on ‘Search’ button to find various test centers near Malaysia.
Step 5: The search option will reveal a list of centers which are located in or near Malaysia.
You can locate the nearest Pearson VUE test centers in Malaysia at:
The Prometric Centre in Malaysia is located at:
Prometric Testing Center
level 1, Wisma E&C,
Suite 2-1-04, 2,
Lorong Dungun Kiri,
Kuala Lumpur, Federal Territory of Kuala Lumpur,
Phone: +60 3-7628 3333
The cost of examination changes according to the different levels of examination. The chart below gives a holistic view of the ITIL certification cost as per the official PeopleCert website -
ITIL® Exam Cost (V3 & V4)
ITIL® V4 Foundation
Service Lifecycle Modules
Continual Service Improvement
Service Capability Modules
Operational Support and Analysis
Planning, Protection, and Optimization
Release, Control, and Validation
Service Offerings and Agreements
ITIL® Managing Across the Lifecycle
If you’re residing in Malaysia, you can afford training for the ITIL® V4 Certification where you will be guided by an instructor at the cost of RM 3715.57. It will be a 2 weeks online course offered by KnowledgeHut.
Following are the components which are included in the ITIL® V4 Certification cost -
In the practice tests, the user has an option of selecting either full-length practice papers or subjective. If needed, you can further buy more practice sheets in the ITIL certification websites for RM 103 to RM 206.
Similarly, the Study guide is also available in the popular paperback version or one can get in the soft copy edition. The soft copy costs just around RM 123.99.
These are the pointers you must keep in mind while choosing your ITIL® V4 Certification Training Institutes in Malaysia -
Following professionals can take up the ITIL® V4 Certification Training -
Executives, SMEs, and Managers
IT & Business Supervisory staff
IT audit managers
IT Professionals (System,
Application, Voice, Network, Technical)
IT Security Managers
There are certain things that you need to keep in mind while searching for the best ITIL® V4 Certification Trainer in Malaysia. They are -
In Malaysia, you can avail online classroom training for ITIL® V4 Certification at RM 3715.57. The classroom duration is 4 days.
While preparing for the ITIL® V4 Certification training in Malaysia, you will understand the process of service management. This will further help you in the industry as you will have an in-depth knowledge of the process. Moreover, the framework for ITIL makes it possible for the candidate to keep himself updated throughout his ITIL journey. The benefits of ITIL certification are as follows -
Suitably equipped: The ITIL® V4 training involves courses which prepares you according to the real-life incidents and live case studies. Moreover, your understanding of the ITIL framework is developed which helps you manage the work better than others in the workplace. Also, as you are already aware of the ITIL process, you will be able to guide the organization to adapt to the framework. You will be able to easily explain the need and therefore appreciate the ITIL activities.
Better pay: It is well- known that the ITIL certification holder is highly valued and are preferred more than non-certified employees. The credentials of ITIL in your resume are a validation of your skills and expertise in the field. It is also proof of the value you can add to the organization.
Being better equipped and having superior management skills also give you an upper hand over others in terms of job selection. It was reported that an ITIL certified candidate can earn up to 15% more than others in the IT sector in Malaysia.
Recognition of expertise: One of the best things about having an ITIL certification is that the credentials don't have any expiry date. Moreover, ITIL certification will make others recognize your skills, be it your colleagues or seniors, everyone would relish on your superior management skills.
Common terminology: The preparation for the certification will expose you to some inside ITIL terminologies. You can use them while communicating with clients to show your expertise in the field and hence make them rely on your skills. Moreover, the terminologies are common in the global industries and will help you express your ideas better.
Holistic view: The ITIL® V4 Certification training involves consulting and live-case studies. This prepares the student and gives him/her a perspective on how to apply the knowledge and concepts in work-life. This detailed analysis makes it possible for the candidate to have a holistic view and work accordingly in the industry. It is this vision that makes it possible for the ITIL certified professional to see the bigger picture and implement decisions as per the requirements.
KnowledgeHut is an excellent coaching institute which provides detailed coaching and relevant areas. Instructors are knowledgeable and would repeat concepts till you are clear about them. This course was definitely worth the money.
The training was excellent. Thanks, KH!
This training really helped me to change my view about Service Management concepts and practices. I would strongly refer this training to everybody who are pursuing a career as SME. Alpesh Sir is a gem! He had immense knowledge! Thank you KnowledgeHut and Alpesh Sir for arranging such a wonderful session which helped me earn the ITIL 4 certification.
A very good training by an experttrainer and good course materials made it easy to understand. Over a period of 2 days, the segregation of topics were done properly and the right examples were used to explain them.
The training was excellent, the courseware provided was designed fantastically. All in all, it was a very pleasant learning experience.
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