ITIL® V4 Foundation Certification Training in Kuala Lumpur, Malaysia

Path to Become ITIL® MP & ITIL® SL

  • 16 hours of Instructor-led training
  • 16 PDUs (or 25 PDUs on completion of classroom training + 9 hrs of e-learning)
  • 180 days free e-learning on ITIL® V3 Foundation
  • KnowledgeHut is an ATO of Peoplecert and a Certified Partner of Axelos
  • Course fee includes Foundation exam fee (Does not apply for LVC)
  • 2 sample papers to practice for the certification exam
Group Discount
HRDF Claimable

ITIL® Course Overview

1) What is ITIL®?

The Information Technology Infrastructure Library (ITIL®) is a framework designed for the standardization of selecting, planning, delivering, and maintaining the IT services and processes within an organization. The framework helps in achieving the predicted service delivery by improving efficiency. With the ITIL® framework, IT administrator works as a business service partner and not just back-end IT guy.

One of the reasons why ITIL® is so well-appreciated and demanded globally is because of its versatility. ITIL® has been designed by keeping in mind the needs of different organizations. This allows the organization to incorporate the framework according to their requirements. One can estimate the scalability and flexibility of ITIL® with the fact that it can be easily adapted due to its ability to work in alignment with other practices such as Six Sigma, COBIT or TOGAF.

2) Certification Levels in ITIL® V3

After the completion of classroom training and a written exam, the admins can complete their ITIL® training and get a certification.

Levels of ITIL Certification within the ITIL V3 Certification scheme:

    • ITIL Foundation Certification Level
    • ITIL Practitioner Certification Level
    • ITIL Intermediate Certification Levels
    • ITIL Expert Level
    • ITIL Master Level

    1) ITIL® Foundation Certification

    This is the certificate for entry-level candidates and focuses on the key terminologies, elements, and concepts that will be used in the lifecycle of the ITIL®. 

    2) ITIL® Practitioner Certification

    This certification will help the professional adapt the ITIL® framework according to the business objectives of their organization. This course can be taken up any time after a foundation certificate has been received. This course will also include metrics, communication, and organizational change management.

    3) ITIL® Intermediate Certifications 

    This certification covers different concepts associated with the ITSM. It is divided into two tracks- service lifecycle and service capability modules.

    4) ITIL® Expert

    At this stage, the admins will be able to demonstrate the entire scheme of ITIL®. After this certification, the admin will obtain skills pertaining to the best practices of the ITIL®. Apart from the exam, to earn this certification, one needs 17 credits from previous modules and managing across the lifecycle module.

    5) ITIL® Master

    This is the highest level of certification in which the admin needs to explain why they chose their areas of study, methods, and principles. There is no certification exam. The admin must submit written assignments and some oral interviews.

    3) Certification Levels in ITIL® 4

    The ITIL® 4 certification scheme has been designed in a way to align it with the existing ITIL® v3 and provide a clear path for the practitioners to continue developing their skills.

    Levels of ITIL Certification within the ITIL 4 Certification Scheme:

    • ITIL V4 Foundation - now available
    • ITIL Managing Professional (MP) - launching 2019/2020
    • ITIL Strategic Leader (SL) - launching H1 2020
    • ITIL 4 Master - launching H2 2020

    ITIL V4 Foundation:

    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® Specialist Create, Develop and Support

    This module includes the expansion of the current ITIL® scope to cover the creation of the services. It also covers the activities involving the ‘core’ service management.

    In this module, the focus will be on integrating the value streams and activities for creating, delivering, and supporting IT-enabled services and products.

    ITIL® Specialist Drive Stakeholder value

    In this module, all the interaction and engagement between the service provider and the customer, suppliers, users, and partners will be covered. The main aim of this module is to use the IT-enabled services to convert demand into value.

    This module will help the candidates gain knowledge about SLA design, CX and UX design, communication, multi-supplier management, customer journey mapping, relationship management and many more.

    ITIL® Specialist High Velocity IT

    This module explores the different ways in which the digital organizations and digital operating models function in high-velocity environments.

    Working practices like Agile and Lean, and technologies like Automation, Automatic testing and Cloud are used to focus on the delivery of services and products in order to obtain maximum value.

    ITIL® Strategist Direct Plan and Improve

    This module helps the candidates hone their practical skills to create an organization that believes in learning and improving and has an effective strategic direction.

    It will cover the impact of the different working practices in the organization. It also provides candidates with practices and strategies to plan and deliver improvements.

    ITIL® V4 was introduced with new updates and schemes such as the embodiment of ITIL® Foundation and the ITIL® Master exams.

    Once a student clears the foundation level examination, the next steps are the Managing Professional and Strategic Leader. Both these levels have a different set of examination and scheme.

      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 -

      • Drive Stakeholder Value
      • Create, Deliver and Support
      • High Velocity IT

      ITIL® Master




      ITIL®  Managing Professional

      ITIL® Strategic Leader











      ITIL® Leader


      deliver and









      Plan and



      Plan and


      Digital & IT


      ITIL® V4   Foundation

      This ITIL® Strategic Leader (SL) exam is designed for those who engage with “every digitally equipped assistance”. 

        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® Leader – Digital & IT Strategy
          • ITIL® Strategist – Direct, Plan, and Improve

            Both of these exams end at the same level which is the ITIL® Master exam. It is the most advanced level in the examination.

          4) Career Benefits of having ITIL® Certification

          Here are the top career benefits of having an ITIL® certification:

          1. You will gain a detailed insight into the ITIL® framework helping you manage work better.
          2. You will have better job prospects.
          3. You will be recognized for your expertise and management skills in the organization.
          4. You will be able to understand the common terminologies used in business across the industries.
          5. You will be able to better know the relation between business and IT.
          6. There are several ITIL® v3 certifications that will help you build sharper skills set.
          7. The ITIL® certifications will open doors for you in terms of job roles within your organization.
          8. ITIL® is used globally, so there is a lot of potential for job growth in the market.
          9. For a person who has ITIL® Training, ROI will be much higher.
          10. Certified ITIL® professional is in high demand and the market is stable enough for them to be in demand for a long time. So, investing in ITIL® certification is a low-risk effort.

          5) Benefits of implementing ITIL® in an Organization by ITIL® Certified Professional

          The overall goal of ITIL® is the improvement of the business service. There are a certain set of practices that helps IT service management. The support system of the business service is optimized using the capabilities of the people, process, technology, and suppliers.

            • ITIL® is one of the most accepted and recognized approaches to IT service management and delivery. It is well-regarded all over the world.
            • ITIL® is a set of practices, not methodology, making it compatible with popular frameworks like PRINCE2 and PMP.
            • ITIL® acts as a service provider by running the IT department. This makes IT into a core part of the business.
            • Processes like the ITIL® Incident Management and Problem Management that quickly restores the services and also creates workarounds.
            • ITIL® also allows organizations to prevent incidents by reviewing major incident reviews and eliminating root causes.
            • ITIL® helps your team better understand and manage customer expectations service level management and business relationship management.
            • Change Management is one of the disciplines of ITIL® that allows Continual Service Improvement (CSI).
            • ITIL® helps in the management of accounts, budget and charging requirements related to service costs.
            • Risk analysis and management activities are one of the processes involved in the ITIL.
            • ITIL® helps keep the customer satisfaction high giving the organization competitive management.

            6) Credit System & Transition from ITIL® V3 to ITIL® V4

            The ITIL® credit system is used to provide support to the certification scheme of the ITIL®. This is done by recognizing your investment in the certifications.

             ITIL® V3 Credit system

            In the ITIL® v3 credit system, a specific credit value is assigned to every ITIL® certification. It is done on the basis of its level of ITIL® content. After the candidate has completed the ITIL® examination, certification and credits are awarded. These credits can be used to get the ITIL® Expert level of certification. For this, the candidate must have at least 22 credits. The credits also include the 3 credits from the ITIL® practitioner that covers the full spectrum of ITIL® best practice.

            Before advancing to the ITIL® Expert, 17 credits are required to be earned. These can be earned in any order once the two credits for ITIL® Foundation have been completed.

            Here is detailed information on the credits assigned to different ITIL® Certification levels:

            ITIL® Certification Level


            ITIL® V3/V4 Foundation Certification

            2 credits

            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)

            5 credits

            The following credit values are needed for certification levels higher than the ITIL® Foundation:

            ITIL® Certification Level

            Number of Credits Required

            Composition of Credits

            ITIL® Foundation



            ITIL® Intermediate

            2 credits

            2 credits from ITIL® Foundation

            ITIL® Managing Across the Lifecycle (MALC)

            17 credits

            2 credits from ITIL® Foundation and a minimum of 15 credits from ITIL® Intermediate or complementary qualifications

            ITIL® Expert

            22 credits

            2 credits from ITIL® Foundation, minimum of 15 credits from either ITIL® Intermediate or complementary qualifications, and 5 credits from ITIL® MALC

            The transition from ITIL® v3 to ITIL® 4 scheme:

            One can gain the knowledge and skills required to learn the core concepts of the update while transitioning from ITIL® v3 to ITIL® 4 scheme.

              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.

              7) What is ITIL® Service Lifecycle:

              ITIL® Service Lifecycle modules:

              • ITIL® Service Strategy 
              • ITIL® Service Design
              • ITIL® Service Transition
              • ITIL® Service Operation
              • ITIL® Service Continual Improvement

              ITIL® Service Lifecycle modules:

              ITIL® Service Strategy

              • The Service Strategy certification explores the guidelines used for designing, developing, and implementing service provider strategy.
              • It focuses on providing the techniques and knowledge that helps you understand the success and risk factors.
              • They also help you hone the skills involved in the development and progress of strategy in an organization. 
              • The Service Strategy module is worth 3 credits.

              ITIL® Service Design

              • ITIL® Service Design (SD) module is one of the certifications of the ITIL® Service Lifecycle work stream that focuses on designing the IT service.
              • It explores the processes, policies, architecture, and documentation of these services that meet the needs of the organization.
              • This module is important to understand the continued development and improvement of services in the IT lifecycle.
              • The Service Design module is worth 3 credits.

              ITIL® Service Transition

              • The Service Transition (ST) module focuses on the processing and practicing of techniques used for building, testing, and implementing products and services.
              • It demonstrates the candidates how service transition can be applied to other IT Service lifecycle stages. 
              • The module will teach you the planning and management of the initial operation for the new resources. 
              • This module will help you earn 3 credits.

              ITIL® Service Operation

              • The ITIL® Service Operation (SO) module focuses on the processes, principles, functions and operational activities that help in the successful management of the products and services. 
              • It helps the professional coordinates and executes the activities that enable the operation of the products or services and ongoing management. 
              • This module will help the IT teams and organization sustain the product and services.
              • The SO module can help you earn 3 credits.

              ITIL® Continual Service Improvement

              • This certification focuses on the techniques from the ITIL® Lifecycle Continual Service Improvement stage.
              • It teaches the candidates how they can review the services and products following the strategy, transition, design, and operation stage of the IT Service Lifecycle. 
              • It also includes guidelines on how technology can be used to support CSI activities and evaluate risks and critical success factors. 
              • The CSI module is worth 3 credits.

              8) What is ITIL® Service Capability:

              ITIL® Service Capability modules:

              • ITIL® Operational Support and Analysis
              • ITIL® Planning, Protection, and Optimization
              • ITIL® Release, Control, and Validation
              • ITIL® Service Offerings and Agreements

              ITIL® Operational Support and Analysis

              • ITIL® Operational Support and Analysis (OSA) module focuses on enabling event, problem, incident, access, request, IT operations, technical, and application management.
              • This module teaches organizations and individuals, the management of day-to-day operations of IT services.
              • The candidates also learn the implementation of the ITIL® processes enabling them to deliver and support IT services. 
              • The worth of this module is 4 credits.

              ITIL® Planning, Protection, and Optimization

              • One of the certifications of the ITIL® Service Capability workstream is the Planning, Protection, and Optimization (PPO) module.
              • The module focuses on enabling availability, capacity, demand management, information security, and IT service continuity.
              • Based on the ITIL® Service Design publication, the PPO course helps to develop an understanding of the ITIL® Service Design processes.
              • The PPO module is worth 4 credits.

              ITIL® Release, Control, and Validation

              • This module focuses on the practical applications of Release, Control, and Validation (RCV). 
              • This includes enabling plans, test, and implementing new services to meet the needs of the user and organization.
              • The course’s content is from the guidance contained in the ITIL® Service Transition publication.
              • The module is worth 4 credits.

              ITIL® Service Offerings and Agreements

              • ITIL Service Offerings and Agreements (SOA) focuses on the practical applications of the SOA practices to enable portfolio, service catalog, service level, supplier, demand, and financial management.
              • This course is based on the guidance mentioned in the ITIL® Service Design and ITIL® Service Strategy publications.
              • This course helps the candidates understand the stages of the lifecycle of ITIL® – service strategy, design, transition, and continual improvement. 
              • The SOA module can help you earn 4 credits.

              9) Why ITIL® V4 was launched by Axelos?

              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 -

                • Evolved ITIL® practices in the wider context of customer experience, value streams, and digital transformation.
                • Embracing advanced ways of connecting with the community by adapting to the new ways of working such as DevOps, Agile and Lean hence promoting new alliances.
                • The framework of ITIL® V4 is designed to give comprehensive guidance to organizations on how they should address the new service management challenges effectively and utilize the latest technologies which will help them transform digitally.
                • Designed to assist the organization to provide effective governance and deliver accurate IT service management which is flexible, coordinated and integrated. The flexibility also allows the organization to provide accurate data all over the business without any interruptions to the free flow of data, ultimately improving the customer experience.
                • This update has made the ITIL® way more extensible. agile, and collaborative.

                What you will learn

                • The concepts, terms and terminology of ITIL®
                • 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.

                3 Months FREE Access to all our E-learning courses when you buy any course with us

                Who should take this ITIL Certification?

                • IT professionals
                • Business managers
                • Business process owners
                • Project managers
                • Students and individuals with interest in IT Services Management
                • 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 V4


                ITIL® Exam Prep

                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.

                The KnowledgeHut Guarantee

                Our USP is the quality of our training. Our instructors have created the most comprehensive curriculum for you to clear the exam. Check our 100% refund guarantee!

                Certification Journey Support

                Not just in learning, but you will get support in all aspects of the certification. Right from assistance with enrolling for exams to solving your doubts post workshop, we have your back!

                ITIL® Course Curriculum

                1.1 Recall the definition of:

                • Service (2.3.1)
                • Utility (2.5.4)
                • Warranty (2.5.4)
                • Customer (2.2.2)
                • User (2.2.2)
                • Service management (2.0)
                • Sponsor (2.2.2)

                1.2 Describe the key concepts of creating value with services (2.1,2.1.1, 2.2 and all subsections of 2.5):

                • Cost
                • Value
                • Organization
                • Outcome
                • Output
                • Risk
                • Utility
                • Warranty

                1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1 ):

                • Service offering
                • Service relationship management
                • Service provision
                • Service consumption

                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):

                • Focus on value(4.3.1–
                • Start where you are (4.3.2–
                • Progress iteratively with feedback(4.3.3–
                • Collaborate and promote visibility (4.3.4–
                • Think and work holistically(4.3.5–
                • Keep it simple and practical(4.3.6–
                • Optimize and automate(4.3.7–

                3.1 Describe the four dimensions of service management (3):

                • Organizations and people (3.1)
                • Information and technology (3.2)
                • Partners and suppliers (3.3)
                • Value streams and processes (3.4-3.4.2)

                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:

                • Plan (4.5.1)
                • Improve (4.5.2)
                • Engage (4.5.3)
                • Design & transition (4.5.4)
                • Obtain/build (4.5.5)
                • Deliver & support (4.5.6)

                6.1 Recall the purpose of the following ITIL practices:

                • In formation security management (5.1.3)
                • Relationship management (5.1.9)
                • Supplier management (5.1.13)
                • IT asset management (5.2.6)
                • Monitoring and event management (5.2.7)
                • Release management (5.2.9)
                • Service configuration management (5.2.11)
                • Deployment management (5.3.1)
                • Continual improvement (5.1.2)
                • Change control (5.24)
                • Incident management (5.2.5)
                • Problem management (5.2.8)
                • Service request management (5.2.16)
                • Service desk (5.2.14)
                • Service level management (5.2.15)

                6.2 Recall definitions of the following ITIL terms:

                • IT asset (5.2.6)
                • Event (5.2.7)
                • Configuration item (5.2.11)
                • Change (5.2.4)
                • Incident (5.2.5)
                • Problem (5.2.8)
                • Known error (5.2.8)

                7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

                • Continual improvement (5.1.2) including:
                  • The continual improvement model (4.6, fig 4.3)
                • Change control (5.2.4)
                • Incident management (5.2.5)
                • Problem management (5.2.8)
                • Service request management (5.2.16)
                • Service desk (5.2.14)
                • Service level management (5.2.15–

                ITIL® Certification Process

                Salary & Role Based:

                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:

                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 Certification cost:

                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:

                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.

                Meet your instructors


                Sam Elgawady


                A consultant and practitioner of ITSM, Project Management, Process Improvement, ITIL Capabilities and Lifecycle Trainer, and IT Business Analyst; Sam has over 15 years of experience in the IT industry.

                Having started his career as a computer technician, then a system administrator, he subsequently went on to play the roles of Business Analyst, IT Manager, IT Consultant, Project Manager, and Training Manager. He has implemented solutions, improved IT Processes, managed projects and delivered training initiatives, and workshops on various best practices including Project Management, ERP & CRM, Business Analysis, ITIL V2 and V3 Track, COBIT, ISO20K to a number of leading private and public sector organisations in Australia, Malaysia, Hong Kong, Egypt, Qatar, Oman, Nigeria, Kuwait, Jordan, KSA and UAE. His mentoring and counselling capabilities are beyond par and he brings in his vast experience while tutoring professionals who wish to become experts in their fields.

                View Profile

                Prayas Kad

                Lead Management Trainer & Consultant

                Prayas has over 15 years of IT experience spanning across Project & Test Management, Stakeholder Management, Software Validation & Verification, Data Migrations & Integration, Learning & Development Projects, Data warehousing, Business Intelligence and Software Developments, Reporting and Analytics. Assignments. 
                His expertise is primarily in domains like Insurance, Finance, Banking, Telecom Billing, Aircraft Software Maintenance MRO, CRM, UK E-Governance Projects, Publishing Media, and Retails.
                He brings in his vast experience and expertise into his training workshops, and mentors participants in areas of Test management and Integration.

                View Profile

                Milind Gawaskar

                Business Analyst

                Milind is an IT Service Management (ITSM / ITIL) and Business Process Consultant with more than 11 years of versatile IT industry experience and balanced exposure across crucial IT areas including IT Strategy, IT Pre-Sales, IT Service Delivery, IT Risk & Assurance, IT Service Management & Performance Improvement, IT Governance, Business Process Management, Organizational Change Management, Application Development & Support and Infrastructure Support.

                His vast area of expertise helps him mentor and train professionals on a variety of subjects and fields. His qualifications include certifications from Lean Digital, ITIL and COBIT.

                View Profile

                Ian Hirst

                Project Manager

                Ian Hirst is a Certified Project Management Professional (PMBOK) and a highly experienced Project Management and Information Technology specialist who has been involved in the IT industry for over 30 years.

                Ian is a Project and Program Management trainer, instructor and counsellor providing project health check, project recovery and program planning support to a variety of business and IT projects and programs in many organizations. 

                He has been a lecturer at the Australian National University and the University of NSW. 
                Ian’s expertise lies in : 
                • Project & Programme Management
                • Transition Management
                • Stakeholder Management
                • Change Management
                • IT Governance
                • Software Development
                • IT Infrastructure
                • Testing & Test Management
                • Business & Systems Analysis
                • Business Process Re-engineering
                • Requirements Management
                • Risk Management
                …among other disciplines.

                View Profile

                reviews on our popular courses

                Review image

                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.

                Subramanian S

                Operations Specialist
                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                A very well-conducted training by KnowledgeHut, and thanks to the Mr. Maheshwar for conducting such a wonderful training.

                Sriram Subramaniyan

                Project Manager
                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                The training atmosphere was very good. The trainer also very good and explained everything with real-time examples which helped us understand the concepts in more efficient way.

                Rambabu Kosuru

                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                All the facilities provided were awesome. Trainer was thorough with the content and helped us along our learning journey.

                Ramit Amithabh

                Operations Engineer
                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                The training was excellent. Thanks, KH!

                Sayali Dulal

                Project Manager
                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                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.

                Ketan Mone

                Senior Software Engineer
                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                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.

                Kanhucharan Sahu

                Senior Consultant
                Attended ITIL® V4 Foundation Certification workshop in July 2019
                Review image

                The training was excellent, the courseware provided was designed fantastically. All in all, it was a very pleasant learning experience.

                Prashanth Sing U

                Associate Prod-Ops engineer
                Attended ITIL® V4 Foundation Certification workshop in July 2019



                Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding). Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details:

                Please send in an email to, and we will answer any queries you may have! 

                Have More Questions?

                ITIL® V4 Foundation Certification Course in Kuala Lumpur

                ITIL Foundation Training in 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. 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 and 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.