ITIL® 4 Foundation Certification in Kuala Lumpur, Malaysia

A comprehensive ITIL foundation course for best delivery of digital products, services

  • Ensure continuous service improvement while minimizing service disruptions 
  • Improve client satisfaction by adopting a more professional approach to service delivery 
  • Understand and apply the four Service Management aspects to various service areas
  • 250,000 + Professionals trained
  • 250 + Workshops every month
  • 100 + Countries and counting

Level up your ITSM skills

The Service Value System (SVS), which defines how all of the organization's components and activities operate together as a system to allow value generation, is introduced to delegates in ITIL 4 Foundation. The ITIL enables a wide range of work techniques, including Agile, DevOps, and Lean, as well as traditional process and project management in Kuala Lumpur and all across the world.

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  • 16 Hours of Live Instructor-Led Online Sessions

  • Earn 16 PDUs on Course Completion

  • 40 Hours of On-Demand Self-Paced Learning

  • 8 Assessments, 6 Recall Quizzes, More

  • Exam Fee Included in Course Fee

  • Lifetime Access to Courseware

Accredited by

Why get the ITIL V4 Foundation certification in Kuala Lumpur


Whether seen from an IT or a business lens, service management has a bright future in Kuala Lumpur. Covid-19 has put service management furthermore under the spotlight and producing business value rather than technological solutions is now IT Service Management's raison d'être.

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Not sure how to get started? Our Learning Advisor is happy to help you.

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The KnowledgeHut Advantage

An immersive learning experience

Immersive Learning

  • On-demand videos
  • Case studies
  • Assessments, flashcards and recall quizzes
  • Comprehensive assignments

Work-like Experiences

  • Activities and real-world simulations
  • Experiential learning
  • Case studies


  • Get advanced learner insights.
  • Measure and track skills progress.
  • Identify areas to improve in.

Blended Learning

  • On-demand, self-paced learning anytime.
  • One-to-one mentoring from industry experts.
  • Access to discussion forums, community groups.

The KnowledgeHut Edge

Solid Track Record

KnowledgeHut has empowered thousands of professionals with certifications in ITSM.

Experiential Workshops

Activities, team-based exercises, practical case studies: High energy workshops with hands-on learning.

Comprehensive Exam Support

Theoretical and practical learning backed by mock tests. We’re right by you for any certification assistance.

Mentorship by Industry Experts

One-to-one mentorship, real-world tips and time-tested techniques from accredited expert practitioners.

Continual Learning Support

Webinars, e-books, tutorials, articles, and interview questions - we're right by you in your learning journey!

Exclusive Post-Training Sessions

Six months of post-training mentor guidance to overcome challenges in your ITSM career.

Steps to get the ITIL® Foundation certification Online

Strengthen your knowledge and practice of ITIL® processes and concepts with the latest ITIL® 4 certifications. Validate your expertise as an ITIL professional with the ITIL 4 Foundation certification and take advantage of networking opportunities with the best in Kuala Lumpur.

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path to certification

Prerequisites for the ITIL® 4 Foundation training

There are no specific prerequisites for this training and the subsequent ITIL®4 Foundation certification exam in Kuala Lumpur. 

Who should attend the ITIL certification training?

IT professionals

Business managers

Business process owners

Project managers

ITSM managers

IT professionals in digital

IT professionals in product

IT professionals in development

IT professionals in service

Professionals transitioning to ITIL4

ITIL 4 Foundation Certification Course Schedules for Kuala Lumpur

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What you will learn in the ITIL® 4 Foundation training


ITIL® Guiding Principles

Understand the Guiding principles for an effective service management decision.


Service Management

Understand the Four Dimensions of Service Management and factors that influence it.



Learn about basic governance structuring and modeling.


Service Value Chain

Learn about service value chain activities and building it at various levels.


Governance activities

Develop an understanding of objectives of various management services and systems.


Processes and their activities

Get an understanding of activities of Problem Management, Incident Management, Change Enablement etc.

Skills you will gain in the ITIL® 4 Foundation online course

Engage in organizational transformation

Co-create value

Ensure continued agility

Bring about continual service improvement

Manage problems, risks and incidences

Minimize service disruption

Quantify and demonstrate the value of service

Benchmark services and maximize ROI

Understand and manage customer expectations

Obtain value for money

Transform Your Workforce

Evolve IT skills with your business needs

Whether you’re looking to move from on-premise to the cloud or from monolith to microservices, modernizing your systems can be daunting. Are your teams armed with the digital dexterity they need to tackle whatever comes next?

  • Custom Training Solutions
  • Immersive Learning
  • Learn by doing approach
  • Immediately applicable skills

500+ Clients

ITIL 4 Foundation Certification Course Curriculum

Download Curriculum
Video preview 1.

Learning Objectives

Learn about ITIL4, its features, principles and benefits.

  • About ITIL4
  • Components of ITIL4 Framework
  • Benefits of ITIL

Learning Objectives

Explore key concepts on service, its management and value. Learn about stakeholders, products and service relationship.

  • Service and Service Management
  • Components of Service Value
  • Determine the Value of a Service or Product
  • Stakeholders and Value Creation
  • Products, Services and Service Offering
  • Service Relationship
Video preview 3.

Learning Objectives

Learn in detail about the guiding principles of ITIL.

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

Learning Objectives

Learn more about ITIL service value system, chain and streams.

  • Organization and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes
  • External factors

Learning Objectives

Learn more about ITIL service value system, chain and streams.

  • ITIL Service Value System
  • Service Value Chain
  • Service Value Streams
Video preview 6.

Learning Objectives

Learn more about different types of ITSM.

  • Information Security Management
  • Relationship Management
  • Supplier Management
  • Service Level Management
  • IT Asset Management
  • Service Configuration Management
  • Change Enablement
  • Release Management Practices
  • Release Management
  • Deployment Management
  • Monitoring and Event Management
  • Incident Management
  • Problem Management
  • Service Request Management
  • Service Desk
  • Continual Improvement

FAQs on the ITIL 4 Foundation Certification in Kuala Lumpur

ITIL 4 Foundation Training

Our ITIL Foundation certification training has been designed to help you embark on a successful ITSM career by mastering the principles of the ITIL framework. By the end of the course you will gain the expertise to:

  • Build products and services and co-create value with stakeholders and customers
  • Apply the guiding principles of the ITIL framework to ensure business value
  • Master and apply the key concepts of DevOps, Agile and Lean to deliver organizational goals
  • Apply the four dimensions of Service Management to different areas of service

Our ITIL Foundation Training aims to equip you with all the skills to be an effective ITSM practitioner. You will develop practical skills across the principles of ITSM:

  1. Engage in organizational transformation
  2. Co-create value
  3. Ensure continued agility
  4. Bring about continual service improvement 
  5. Manage problems, risks and incidences 
  6. Minimize service disruption
  7. Quantify and demonstrate the value of service
  8. Benchmark services and maximize ROI
  9. Understand and manage customer expectations
  10. Obtain value for money
  11. Device for knowledge
  12. Concentrate on content
  13. Explore holistically
  14. Commence where you are
  15. Study directly
  16. Develop iteratively
  17. Associate
  18. Be fair
  19. Keep it simple

The ITIL Foundation certification helps you:

  • Get a better understanding of how to enhance IT services within an organization
  • Be more informed about IT service management
  • Adapt the ITIL framework to your organizational structure
  • Enhance your earning potential
  • Aim for higher ITIL certifications and elevate your ITSM career

This course is for anyone looking to develop service management skills:

  • IT professionals
  • Business managers 
  • Business process owners
  • Project managers
  • ITSM Managers and aspiring ITSM Managers
  • Professionals working in other areas of IT like digital, product, development and service.
  • ITIL certified professionals who want to transition to the new version ITIL4
  • Students with an interest in IT Services Management will also benefit from our course. 

There are no prerequisites to take the ITIL Foundation training and the subsequent ITIL4 Foundation exam.

Once you have gained ITIL4 Foundation, you can consider the ITIL4 Managing Professional Modules, a stream of 4 Modules that include:

Yes, you will get free e-learning access to over 100 courses that will be available at KnowledgeHut for one year.

You will earn 16 PDUs by participating in the ITIL Foundation Training program. These can be used for recertification from PMI® Inc.

For further information about PDUs, please reach us at

ITIL 4 Foundation Certification

The ITIL Foundation Certification is offered by AXELOS, a world-renowned body dedicated to managing, developing and growing the global best practice portfolio of ITIL.

You can self-study for the Foundation exam or take training in another format, such as distance learning. But if you choose to train from a provider, you must ensure that they are an AXELOS Accredited Training Organization.

There are two ways to get the ITIL Foundation certifications:

  • Method 1

Join an ITIL training course with an Accredited Training Organization (ATO). KnowledgeHut is an ATO with PeopleCert® and a certified partner of AXELOS. You will receive comprehensive exam preparation support and your exam fee is covered in the course fee.  

Step 1: Register for KnowledgeHut’s ITIL Foundation course and attend the 2-day training.
Step 2: Take the online ITIL Foundation exam (you will receive the exam key from PeopleCert®). Get a minimum score of 65% in this 60-minute closed-book exam.
Step 3: Download the ITIL Foundation certificate and become a leader in your ITSM team!  

  • Method 2 

Prepare for the exam on your own, buy and exam voucher and schedule the exam. You will obtain the certification only on adequately clearing the exam.

No, the ITIL4 Foundation certification does not expire.

Yes, you will receive a course completion certificate on completing the course.

ITIL 4 Foundation Exam

The exam is conducted through PeopleCert®. (KnowledgeHut is an ATO with PeopleCert®.)

The ITIL4 Foundation certification exam is an online, closed-book exam. The format is:

  • Type: Multiple Choice Questions
  • Number of questions: 40
  • Duration: 60 minutes
  • Pass mark: 65%

The Foundation exam covers Continuous Service Improvement, Service Strategy, Service Design, Service Transition, and Service Operation.

After you complete your 2-day ITIL Foundation course, you will receive an email from PeopleCert® with details you need to attempt the exam.

No, you will have a time limit of 60 minutes and will not be able to pause the test. If you accidentally close the window, then you’ll be able to reopen it immediately. In case your exam page freezes, you can refresh the web browser and you will be able to continue the exam from where you left it. Similarly, if your web browser has a problem, you can go to the start link available in your email and you should be taken back to the last question you were on.

If you fail, you can apply for a re-evaluation of the ITIL Foundation exam at an additional cost. The re-evaluation fee is refundable if the outcome is decided in your favour. If it isn’t though, you’ll end up losing the appeal fee, and would need to buy a fresh exam voucher.

Yes. The PeopleCert® allows you to retake the ITIL Foundation exam if you fail.

Yes. PeopleCert® allows you to retake the ITIL Foundation exam as many times as you’d like. However, there is a cost associated for each attempt.

PeopleCert® announces the final results within 2 business days after your answers are officially submitted to them by the exam supervisor. Your profile at PeopleCert needs to be complete, without which your Official Results will not be released.

ITIL Workshop Experience

The ITIL4 Foundation workshop at KnowledgeHut is delivered through PRISM, our immersive learning experience platform, via two modes of delivery:

Blended learning:

  • Get the best of both worlds with live and interactive instructor-led training sessions along with the convenience and flexibility of self-paced learning.  
  • Listen, learn, ask questions, and get all your doubts clarified from your instructor, who is an experienced practitioner.  
  • You also get to collaborate and learn from the experience of your peers in real-world simulations and activities.

On-Demand Self-Learning:

  • Learn conveniently at your own pace, whenever and wherever you choose and benefit from the limitless educational possibility that comes with lifetime access. The entire courseware and all the features of our immersive learning experience platform will remain at your fingertips whenever you wish to refresh concepts and clear your doubts.

All of KnowledgeHut’s ITIL Foundation Certification training is delivered by experienced accredited experts who are:

  • Masters in ITIL and have immense experience in leading, applying, coaching, and teaching it
  • Skilled in ITSM
  • Industry practitioners active in IT operations and the field of IT management.  

Our dedicated team of coaches deliver training on par with the standard of excellence as set out by AXELOS. Every candidate receives the same high-quality content irrespective of the trainer and the location. 

The conventional in-person ITIL Foundation Training was earlier delivered as a 16-hour, 2-day training course. The online ITIL Foundation Training is now 14-16 hours long.

The online course is divided into several classes of shorter hours, unlike the in-person class that has 2 classes, each 7 to 8 hours long. The instructor uses tools like a webcam for interacting with the participants and participants will also be able to virtually collaborate with one another.

Our workshops are structured in three parts – pre-workshop, workshop and post-workshop – to provide you with a completely immersive learning experience. This tried and tested workshop structure has worked well with thousands of ITSM professionals we’ve helped upskill over the years.

  • Pre-workshop: Take our diagnostic assessment before the workshop and benchmark your skill levels at the start of the course. This allows you to map and demonstrate your skills learning progression as you reach the end of the course.
  • Workshop: Join the live and interactive instructor-led sessions right from within PRISM, our immersive learning experience platform with a state-of-the-art intelligent coding environment. Experience immersive learning with assignments, assessments, recall quizzes, mock tests and much more.
  • Post-workshop: We don’t just impart skills but also want to make sure that you implement them post the course. To help you with this, we are always in touch with you through newsletters, webinars or next version trainings. Some post-training deliverables lined-up for you are:
  • Instructor-led session recordings
  • Access to alumni network
  • Continued social learning with discussion forums, group messenger and one-to-one messaging.
  • Additional workshops on advanced level concepts
  • Regular emails, blogs, articles, emails, newsletters, tutorials and other such rich informational content.

A unique feature of our ITIL course is the highly engaging, immersive learning you experience. You get to learn, practice, assess, get insights on your learning, and personalize your learning journey.  

LEARN: Engaging self-learning videos, smart flashcards, interactive eBooks and recall quizzes help reinforce your learning. You also get to maximize your learning potential with collaborative social learning via discussion forums and group and one-to-one messaging.  

PRACTICE: Case studies and real-time simulations help you gain confidence and get productive from day one.  

ASSESS: Assess your skills at every stage with a variety of questions ranging from multiple choice to code-based, completely auto-graded by the system. Assignments and projects within our inbuilt and intelligent development environment give you micro “work-like” experiences. Test your subject matter comprehension through diagnostic, module level and final assessments.

GET INSIGHTS: Based on your performance in the assessments, assignments, and projects, you gain deep insights on your progress, which help you identify areas you are good at and where you need to improve. All you need to do is follow recommendations and enhance your skill proficiency from where you are to where you want to get.

PRISM is KnowledgeHut’s state-of-the-art learning experience platform. PRISM is designed to provide a highly engaging, immersive learning experience with you at the center of the learning.

PRISM supports all types of courses, including on-demand self-paced learning, blended learning, and live virtual classes. Here are some key features of the platform:

  1. Learners can watch videos, join live sessions directly, and even book 1 - 1 mentoring sessions with expert instructors easily, using a single dashboard.
  2. Integrated Practice Environment runs directly in the user’s browser, offering a complete set of development tools to allow learners to practice what they’ve learned. 
  3. Feature-rich videos with detailed explanations are augmented by flash cards, interactive e-reading content and quick recall quizzes designed to strategically reinforce learning. 
  4. Diagnostic, module-level and final assessments give learners valuable insights, allowing them to map and demonstrate their skills learning progression through the course.
  5. Learners get micro work-like experiences from auto-graded projects that help them learn on the job, much like developers in leading tech companies.
  6. Social Learning tools include a discussion board that features questions posted by other learners on the system and responses by both mentors and learners. Additionally, one-to-one and group messaging is also available.
  7. Comprehensive reports give both organizations and learners a deep and thorough insight into skills progression.

The ITIL4 Foundation course material comprises of the study plan and all relevant assignments, assessments, or case studies. All the course material will be available on PRISM.

The ITIL4 Foundation sessions would be auto recorded on PRISM, subject to permission by AXELOS and the instructor. Based on the permissions, you would have lifetime access to the video recordings of the sessions as well.

Our workshops are currently held online and anyone with a stable internet from anywhere across the world can benefit from this to get ITIL certified. You can check out the schedules here.

Schedules for our upcoming workshops in Agile and Scrum can be found here.

You will receive a registration link from PRISM to your e-mail id. You will have to set your password, log in to our Immersive Learning Experience platform and start your learning journey.

You will have lifetime access to the entire Self-Paced Learning material including on-demand videos, assessments, quizzes, ebooks/case studies and more.

You can attempt the recall quizzes any number of times. Assessments can be taken twice.

We currently use the Zoom platform for video conferencing and will soon be adding more integrations with Webex and Microsoft Teams. However, all the sessions and the recordings will be available right from within our learning platform. Learners will not need to wait for any notifications or links or install any additional software.

Yes, there are other participants who actively participates in the class remotely. They can attend online training from office, home, or any other suitable place.

In case of any queries, our support team is available to you 24/7 via the Help and Support section on PRISM. You can also reach out to your workshop manager on your workshop group messenger.

If you miss a class, you can access the class recordings from PRISM at any time. At the beginning of every session, there will also be a 10-12 minute recapitulation of the previous class.

You will get the benefit of both since this is a blended learning workshop.

No, you will not yet be able to join the training through phone or tab. Please be prepared to join the training on your laptop or desktop.

If you get disconnected during the training, you will have the option to re-join within about half an hour subject to accreditation body guidelines and the instructor’s preference.

Should you have any more questions, please email us on and we will be happy to get back to you.

Additional FAQs on the ITIL 4 Foundation Certification in Kuala Lumpur

ITIL® Salary & Role - Kuala Lumpur

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
Salary in Malaysia (per annum)
1.Business Relationship Manager

Responsibilities of a Business Relationship Manager include - 

  • Observe the needs of the customer.
  • Ensure that the company is maintaining a healthy relationship with the customer.
  • To make sure that every possible requirement of the consumer is fulfilled.
RM 59,419
2.Demand Manager
Apprehending, influencing and knowing what the customer requirements are some of the major responsibilities of Demand Manager.
RM 100,824
3.Financial Manager

Following are the responsibilities of a Financial Manager - 

  • Managing the accounts
  • Preparing the budgets
  • Understanding the cost requirements of IT service providers.
RM 50,426
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 -

  • Enhance the offers and capabilities provided by the Service provider.
  • Planning the right strategy on how to present this offer to the customer.
  • Making sure that the offer meets the needs of the customer.
RM 125,766

The responsibilities and salaries of the ITIL® V3 Service Design Roles in Malaysia are as follows:

Sl No.
Salaries (per annum)
1.Applications Analyst
The major responsibility of an Applications Analyst is to analyze and manage applications.
RM 58,200
2.Availability Manager

Following are the responsibilities of an Availability Manager - 

  • Analyzing and observing the services provided by the IT sector.
  • Measuring and devising plans to enhance these services.

3.Capacity Manager

Capacity Managers are responsible for -

  • Ensuring that the services and infrastructure are provided as per the agreed capacity.
  • They also need to ensure that the service is cost-efficient and effective.

4.Compliance Manager

The responsibility of a compliance manager is to -

  • Ensure that practices like consistent accounting are being implemented.
  • To check and make sure that the service provided is aligned with the standards and guidelines.
RM 95,442
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 -

  • To ensure the data, IT services and information are secure.
  • To maintain the integrity and confidentiality of the company’s assets and other data.
RM 153,900
7.IT Service Continuity Manager

The responsibility of the IT Service Continuity Manager are as follows -

  • To prevent uncertainties that could harm the IT services.
  • Risk management.

8.Risk Manager

A risk manager has these responsibilities -

  • To observe and evaluate the value of assets in terms of business.
  • To further identify, judge and manage the risks associated with it.
RM 119,213
9.Service Catalogue Manager

The responsibilities of the  Service Catalogue Manager are -

  • To make sure that the information received is accurate.
  • They also ensure that the data is up-to-date in the service catalog.

10.Service Design Manager

A  Service Catalogue Manager  is responsible for -

  • Upgrading the existing designs.
  • Coming up with new ideas for enhanced service quality.
  • Implementing designs that are secure as well as high quality.
RM 114,000
11.Service Level Manager

Their job is to ensure that the agreed service level targets stick to the following- 

  • Service Management process
  • Operational level agreements
  • Underpinning contracts
RM 59,069
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.
Salaries (per annum)
1.Application Developer

The Application Developer is responsible for -

  • Designing and creating custom applications.
  • Enhancing the pre-existing application or software to increase service quality.
RM 42,618
2.Change Advisory Boards (CAB)

It is a group of senior people whose responsibilities are -

  • Offering their expertise and advice to the change manager
  • Making sure that the schedule is followed.

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
4.Configuration Manager

A configuration Manager’s responsibilities include - 

  • To manage and direct the data about configuration items.
  • Ensure that the configured items reach their assigned IT sectors.
RM 84,492
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.

7.Project Manager

The responsibilities of a project manager include -

  • Maintaining the quality of the product through research.
  • Implementing essential release with respect to efficient cost-management.
RM 111,792
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.
RM 100,949
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.
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
8.IT Operator

The responsibilities of an IT operator are - 

  • Establishing standard equipment in the data center.
  • Making sure that the service is provided as per the schedule.
  • Running daily background checkups.
RM 29,036
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.

10.Problem Manager

A problem manager’s major responsibilities include - 

  • Take steps to ensure minimum impact of incidents that can’t be solved.
  • Fixing or preventing incidents from occurring.

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.
Salaries (per annum)
1.CSI Manager

The major roles of a CSI manager are -

  • Implementing an IT service management process.
  • Enhancing IT services

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.

ITIL® Exam - Kuala Lumpur

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 -

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 and then follow the following steps to register for your respective exam.

Log in to 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 7:  ITIL values its privacy policy. So the next page contains the Privacy Policy Review. You will be required to agree to the terms and conditions in order to proceed further.

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 - .

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 - 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:

  1. Sheffield Advisory Services Sdn Bhd

    Unit 50-5-7,
    5th Floor Wisma UOA Damasara,
    Jalan Dungun
    Damansara Heights
    Kuala Lumpur

    Contact - 603 2710 5395/6/7

  2. AUG Student Services

    8,Jalan SS 15/8
    Subang Jaya Selangor

    Phone: 60356343767

  3. MABECS SdnBhd

    Block B West, PJ8,
    Jalan Barat,
    Petaling Jaya Selangor

    Phone: +60 37956 7655 /439

  4. Word Ware Distributors SDN BHD

    Level 3, Unit 10, Block F
    Phileo Damansara 1, Jalan 16/11
    Off Jalan Damansara,
    Petaling Jaya Selangor

    Phone: 603 76652911

The Prometric Centre in Malaysia is located at:
Prometric Testing Center
level 1, Wisma E&C,
Suite 2-1-04, 2,
Lorong Dungun Kiri,
Bukit Damansara,
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 -

Sl No.

ITIL® Exam Cost (V3 & V4)



ITIL®V3  Foundation



ITIL® V4 Foundation



ITIL® Intermediate

Service Lifecycle Modules

Service Strategy


Service Design


Service Transition


Service Operation


Continual Service Improvement


Service Capability Modules

Operational Support and Analysis


Planning, Protection, and Optimization


Release, Control, and Validation


Service Offerings and Agreements



ITIL® Practitioner



ITIL® Managing Across the Lifecycle


ITIL® Cost - Kuala Lumpur

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 - 

  • ITIL Practice Tests 
  • ITIL® Study Guide 

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. 

ITIL® Training in Kuala Lumpur

These are the pointers you must keep in mind while choosing your ITIL® V4 Certification Training Institutes in Malaysia -

  • The training institute must be accredited by Axelos through Peoplecert.
  • The rate of candidates clearing the examination must be high.
  • The mentors, guides and trainers must be highly qualified individuals as they will play a crucial role in building your knowledge. 
  • The institute must provide the students with an exclusive map of what they will study throughout their preparation along with other queries.
  • The training should be as interactive as possible. It should have aspects like role plays, consulting and live case studies. These will help the student grasp the concepts better.
  • Ultimately, you should be satisfied that you will get the right value for the money you’ve invested in your training.

Following professionals can take up the ITIL® V4 Certification Training -

Sr. No



Business Leaders


Executives, SMEs, and Managers


IT & Business Supervisory staff


IT Architects


IT audit managers


IT Consultants


IT Planners


IT Professionals (System,

Application, Voice, Network, Technical)


IT Security Managers


Service Designers


Team leaders

There are certain things that you need to keep in mind while searching for the best  ITIL® V4 Certification Trainer in Malaysia. They are - 

  • Interact with the students of the institute you’re planning to join as they will be able to offer insights which you will not receive from anywhere else.
  • Make sure that the teaching staff consists of senior consultants and highly qualified professionals who know what they are doing.
  • The training center must have a flexible support system which should assist the student at any time possible. 
  • Teaching experience matters a lot, make sure that the trainers are experienced.
  • Along with knowledge, you will need someone who is patient and helpful. Someone who won’t hesitate to repeat the concepts again if your doubt is not clear. So make sure that the trainers have a good attitude.
  • You must also consider the facilities that the training center can offer apart from teaching.
  • Make sure to find out what are the teaching methods and techniques adopted by the institution.
  • Ultimately, have a clear knowledge about the fee structure of the training institute.

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.

What learners are saying about the ITIL training

Tony Parekadan Software Engineer
The Trainer was good and he explained the concepts very well with lot of examples. The training material is good. Looking forward to clear the certification. I'll be reaching out to KnowledgeHut for my next certifications too!

Attended ITIL® 4 Foundation Certification workshop in August 2020

Billy Hua SAP
The training was great, I believe the practice exams definitely helped me prepare for the main exam. Will look into any new courses with knowledgehut soon!

Attended ITIL® 4 Foundation Certification workshop in June 2020

Ananthalakshmi Mylavarapu Application Support Manager
The instructor had immense knowledge and provided relevant examples. The course helped me learn the best practices to implement in my routine work. Thanks, KH!

Attended ITIL® 4 Foundation Certification workshop in October 2019

Abhishek Swain Senior Product Specialist
It was a good training. Thank you, KnowledgeHut!

Attended ITIL® 4 Foundation Certification workshop in December 2019

Pradipto Chakrabarty Business delivery leader
It was a good workshop conducted by KnowledgeHut. All the materials and resources were adequate. The support via chat was also very good. Overall, a useful experience.

Attended ITIL® 4 Foundation Certification workshop in December 2019

Gopala T Rao Manager IT
Recently, I had completed my ITIL training from KnowledgeHut. It was a very good experience with well-experienced instructors.

Attended ITIL® 4 Foundation Certification workshop in December 2019

Sanchita Biswas Project Manager
I had attended the 2-day ITIL Foundation training. The trainer was very knowledgeable and gave real examples to explain all the concepts.

Attended ITIL® 4 Foundation Certification workshop in October 2019

Manoj Lawand Application Support Analyst
The training was really good. It was very helpful in understanding the IT organisation process and related problems.

Attended ITIL® 4 Foundation Certification workshop in October 2019

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ITIL Foundation Training in Kuala Lumpur

About Kuala Lumpur 

Being the capital of the country, Kuala Lumpur is one of the most important cities in Malaysia, famous for tourism, scenic beauty, and many other recreational places. Kuala Lumpur is known for the industries and educational sector as it is the fastest developing region in Malaysia. IT sector is dominating the world today and professionals of Kuala Lumpur are also finding new ways to climb the ladder of success fast.  

About the Course 

A comprehensive method to implementing quality IT services management, the ITIL (or Information Technology Infrastructure Library) is a framework that makes sure that the business requirements of a company and its IT are synced to deliver the best operational standards. Several corporations have profited from ITIL and professionals with the knowledge of the basics and practices of this set of standards are highly desirable in the job market.  

The ITIL foundation training in Kuala Lumpur by KnowledgeHut is a career-defining step for many and will offer you a certification that proves proficiency in ITIL. From this e-learning course, you will learn how to use ITIL to recognise areas of improvement and to also outline compliance. The ITIL certification online training in Kuala Lumpur comprises of many vital topics and components of the framework like service lifecycles, strategy, operation, transition and design. Through ITIL foundation certification online training in Kuala Lumpur, you will also thoroughly learn the different key concepts of ITIL like continual service management, technology and architecture and qualification schemes. 

A New Alternative 

The ITIL foundation online training in Kuala Lumpur is gaining ground as a preferred practice. Students who take up this course learn the basics of the ITIL Service lifecycle, and the principles involved. The ITIL certification training in Kuala Lumpur arranges for effective guidelines which enable a person to make effective choices and take the right decision for the career. One can always make use of the tool for optimum resource allocation and ensure project completion. The ITIL foundation training in Kuala Lumpur equips you to handle the platform easily. 

Keeping Ahead of the Curve 

ITIL certification in Kuala Lumpur is a useful credential to increase the productivity of the limited resources. With KnowledgeHut, you'll be assured of effective online training from certified faculty, as they ensure that resources are at no time out of reach for you. The certification compulsorily needs a grouping of agile training, practise working on agile projects, and passing a demanding exam of agile principles, practices, tools, and techniques. 

KnowledgeHut Empowers You 

The ITIL foundation certification online training in Kuala Lumpur is offered at a reasonable price. KnowledgeHut provides online classes of ITIL foundation training in Kuala Lumpur puts you at a lead and lets you stay ahead in the game and beat the competitors in the field of professional project management. To assist interested professionals, KnowledgeHut offers in-depth online training. So, check out the packages and give the right direction to your career. 

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