Kevin Dutton

About Me

Kevin graduated in 1989 with a diploma in Electronics Engineering and in 1991 with a diploma in Computer Studies. He also obtained his Bachelor of Science (Honors) in Computing from University of Portsmouth, UK in 2004. He is an ICT professional with broad international experience in managing IT services, training, and end-user support. He has a total of 24 years of experience in the ICT industry.

As a certified ITIL Expert, Accredited ITIL, Lean IT Foundation, ISO2000 and COBIT Foundation Trainer, Kevin has been involved in a large number of international consultancy assignments and trainings as well as coaching in the implementation of IT Service Management, ISO/IEC20000 and Lean IT. His assignments have had him travelling across Asia, the Middle East and North America whilst working with different global organizations in a variety of industries and culture.

Large projects that he had worked on include the implementation of ITIL processes for a large mobile operator with business units across Asia and the implementation of ISO/IEC20000 process for a large bank in Thailand where he not only managed the ITSM resources but project t managed the ITSM activities.

Kevin is a customer and goal-oriented professional. Highly organized with the ability to manage multiple projects and meet deadlines. He possesses a strong work ethic combined with a commitment to excel in all projects undertaken. Kevin is also fast learner and a team player understanding the importance of working effectively with all teams in accomplishing objectives


  • ITIL V3 Expert
  • ITIL V3 Expert – Managing Across the Lifecycle
  • ITIL V3 Intermediate – Service Strategy
  • ITIL V3 Intermediate – Service Design
  • ITIL V3 Intermediate – Service Transition
  • ITIL V3 Intermediate – Service Operations
  • ITIL V3 Intermediate – Continual Service Improvement
  • ITIL V3 Intermediate – Service Offerings and Agreements
  • ITIL V3 Intermediate – Planning, Protection and Optimization
  • ITIL V3 Intermediate – Release Control and Validation
  • ITIL V3 Intermediate – Operational Support and Analysis
  • ITIL V3 Practitioner
  • ITIL V3 Foundation
  • ITIL Service Manager
  • ITIL V2 Foundation
  • COBIT5 Foundation
  • DevOps Fundamentals
  • Lean IT Foundation (APMG)
  • ISO/IEC 20000:2011 Foundation (APMG)
  • ISO/IES 20000:2011 Auditor (APMG)
  • ISO/IEC 20000 Consultant (itSMF)
  • APMG and PeopleCert accredited and certified ITIL, Lean IT Foundation, ISO20000 and COBIT Foundation Trainer


Telecommunication Provider (Aug’17 to current)

Kevin perfumed a COBIT and ITIL assessment of the current policies and processes of the IT organization. From the assessment, the organizations process maturity was determined based on best practice. Kevin is currently involved in the design of process documents that will be used by the organization to improve their maturity to level three.

Insurance and Finance (Nov’15 to Jan’16)

Kevin was one of the key trainers for ITIL and Lean IT for the IT organization of a financial institution. In total, Kevin had been conducted nine such classes over a period of three months.

Regional Hospital (Mar’15 to Jun’15)

Kevin started the project by performing a detailed and thorough assessment of their current state. The results of that assessment provided the organization with a clear picture of what their current state was, ensured that the right focus is applied, and that existing value where present is reused. Kevin then design the Operational Change Management process with input from key stakeholders within the organization. This was performed through multiple workshops with both the project working group and the leadership management team, to ensure all inputs and feedback were captured from all levels within the organization. After the design, training and tool preparation were performed during the transition phase prior to the go-live four weeks later. At the end of the project, the organization had implemented and institutionalized an Operational Change Management process and had realized multiple benefits from its implantation.

Insurance and Finance (Oct ’14 to Mar’15)

Kevin was responsible for the design, transition, implementation and early life support for the Incident Management and Request Fulfilment processes for a global insurance organization across their virtual Service Desk in America and Singapore. As part of the second phase, he is now involved in the design of the Problem Management process and the extension of the Request Fulfilment process to incorporate non-standard changes.

Insurance and Finance (July ’14 to Sep ’14)

Kevin provided support for the design of the Release Management and Deployment Management processes for an insurance organization in Asia including supporting artifact creation.

Automotive Manufacturing (Jun’14)

Kevin performed an ITIL assessment to determine the maturity of a manufacturer’s current IT processes across their plants and supporting offices in China and the rest of Asia. The results were used as part of a global initiative to design and implement ITIL processes across the organization.

Mobile Telecom Provider (Nov ’13 to May ’14)

As part of the regional team, Kevin was responsible to design, transition and implement the following process; Service Portfolio Management (including prioritization), Service Level Management (including the Service Catalog) and Release and Deployment Management for a mobile telecom operator. The activities performed included the harmonization of the designed and implemented processes across 4 different business units (mobile telecom operators) located in 4 different countries in Asia.

Online Brokerage (May ’12 to March ‘13)

Kevin had worked on a project to implement multiple ITIL processes in a large brokerage organization. He was responsible for the design, transition and operations of the Incident Management and Problem Management processes. His task included conducting design and validation workshops, documenting the process and procedures, reviewing standard operating procedures and ensuring alignment, preparing use cases to validate the process and recommending changes to the Service Management tool as required. In this project, he was also, working with a team driving a Lean IT transformation across the organization.

Insurance and Finance (Oct ’11 to April’12)

Worked on a project to implement ITIL processes across the organization, Kevin was responsible for the design, documentation and implementation of several processes including Release & Deployment and Knowledge Management. Working with a dedicated team from the client, his work included conducting assessments to baseline the current state of processes, delivering workshops to introduce the process workflows, developing the process documents, establishing and agreeing on key performance indicators and providing ongoing support after process implementation. 

Online Brokerage (Jan ’12 to Feb ‘12)

Kevin conducted an assessment based on ITIL to determine the current process and organization maturity.  This included conducting interviews, doing document review and observing day to day operational activities. The results of the assessment included a roadmap and recommendations for improvement as well as a business case to support the improvement initiative.

Financial Institution (Sep ’08 to May 11)

With an objective to provide a higher quality customer service while managing budgetary constraints, the organization looked towards the implantation of 15 ITIL process and the Service Desk function to help achieve that aim. Kevin led and project managed the IT Service Management team that provided consulting services for the design, transition and implementation of all the ITIL processes and the Service Desk function for the organization with the additional goal of achieving ISO20000 certification.  In addition to designing and implementing the processes, Kevin conducted several training classes including Foundation, Practitioners and Service Mangers for the client.

Multiple Organizations (Jun ’08 to May ’11)

Kevin conducted several training programs focusing on risk management for multiple organizations. The focus of the programs was not only to create awareness but also to take a holistic look at risk and the management of risk. He travelled extensively in delivering these programs for both internal and external clients in Australia, Indonesia, Japan, South Korea, Vietnam, Malaysia, Singapore and Thailand.

Oil and Gas (Jun ’08 to Feb ’09)

Customization of a training program that was delivered to 3,000 middle managers and above, consisting of a half day experiential simulation that was focused on the shared values of the organization, crisis and risk management.  The program was built from the principles of ITIL and IT Service Management. The program was delivered in batches to the participants over a period of ten months. Besides the customization, and as lead trainer, Kevin conducted several train the trainer sessions for the program facilitators.  

Oil and Gas (Sep ’07 to Nov ’07)

To better prepare for “first gas” operations, the organization was determined to equip themselves with best practices for the management of IT services.  Kevin   conducted an assessment based on ITIL to determine the current state of processes within the organization. From the assessment, he developed process documentation that covered key service support processes   including Incident Management, Change Management, Configuration Management, Problem Management and the Service Desk function.  

Tax Authority (Nov ’06 to Dec ’06)

Kevin conducted an assessment based on ITIL to determine the current process and organization maturity.  The assessment included conducting interviews, doing document review and observing day to day operational activities.  Assessment   results included  current process and organization maturity, quick wins and a road map for further improvement of the ITIL processes.


Microsoft® Certified Trainer
Microsoft® Certified Solutions Associate : BI Reporting
Microsoft Office Specialist on Microsoft Office 365 & 2019
Microsoft Office Specialist on Microsoft Office 2016
Microsoft Office Specialist on Microsoft Office 2013
Microsoft Office Specialist on Microsoft Office 2010
Microsoft Office Specialist on Microsoft Office 2007
Microsoft Office Specialist on Microsoft Office 2003
Microsoft® Specialist: Windows 7, Configuring
Microsoft® Certified Technology Specialist: Windows 7, Configuration
Microsoft® Certified IT Professional: Enterprise Support Technician on Windows Vista


Maybank (Malaysian Universal Bank)
Bangkok Bank
Permodalan Nasional Berhad (PNB)
Public Mutual Berhad
United Overseas Bank (M) Sdn Bhd
RHB Banking Group
AEON Credit Service
Securities Commission Malaysia
SWIFT Support Services Malaysia
Bursa Malaysia
Credit Guarantee Corporation Malaysia Berhad

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