Communication nowadays is amazing with Information Technology, as the farthest seems nearest by simply clicking a mouse or pushing keypads. As we are living in the new age of technology, we would in fact say that, yes, life would be easier with IT. And as it gets more advanced, the more complicated it becomes especially in today’s business. Thus, continuous education, trainings, or seminars are essential. But proper management is needed when the IT and services are combined in terms of delivering services to the end users.
CDP ITSM FOR MSC ICT
Various development programmes sprout together with the objective to adopt global best practices and process improvement. In Malaysia, Multimedia Development Corporation (MDeC) designs a development programme to “nurture and develop the Multimedia Super Corridor (MSC) Malaysia Status companies’ capabilities to ensure global competitiveness” with its Capability Development Programme (CDP). One of the programmes supporting Malaysian ICT organisations to successfully implement Information Technology Service Management (ITSM) is the CDP ITSM.
Various development programmes sprout together with the objective to adopt global best practices and process improvement. In Malaysia, Multimedia Development Corporation (MDeC) designs a development programme to “nurture and develop the Multimedia Super Corridor (MSC) Malaysia Status companies’ capabilities to ensure global competitiveness” with its Capability Development Programme (CDP). One of the programmes supporting Malaysian ICT organisations to successfully implement Information Technology Service Management (ITSM) is the CDP ITSM.
The programme creates awareness on the need and value of ITSM best practices and standards and encourages the adoption of ISO 20000 certification through dialogues and workshops that are offered all year round.
“This is important when a company wants to take their business globally; among the differentiator in the buyers’ mind would be the company’s capability. This includes the company’s products and service delivery. ITSM is important to enhance the service delivery of the company,” says MDeC Head of Capability Development Department Dr Karl Ng.
The programme is designed with the combination of proven methodologies and process management frameworks for quality IT service delivery for both internal and external clients. Though the programme is only available in Malaysia for MSC ICT, MDeC shares its experience and knowledge with other countries to get on the similar initiatives.
Instead of technology-focused approach like a typical IT service system, ITSM uses best practice to align the delivery of IT services according to the needs of the organisation and to provide benefits to customers. And the creation of CDP ITSM aims to create a greater momentum of industry norms based on ITIL-ITSM guidelines; improve and enhance quality level of service for MSC Malaysia Status companies toward their clients; enhance quality and standard within the organisation that is formal, clear, and auditable, and increase competitiveness and IT service delivery to satisfy the customers’ needs in a global scale.
Companies and individuals benefit from the three phases of the programme: awareness, pre-adoption, and adoption phases.
THREE PHASES OF CDP ITSM
All companies and individuals involved in ICT could attend awareness phase. This is the stage wherein they will be exposed to ITSM and the benefits of being ISO 20000 certified. There are a series of dialogues in a year that experts share their thoughts with the participants. Service Desk Institute (SDI) Founder and Chairman Howard Kendell, Pink Elephant Executive Vice President and co-author of ITIL V3’s Continual Service Improvement George Spalding, SDI Europe Commercial Director Tessa Troubriddge, and itSMF Malaysian Chapter President Michael Kum became part of these efforts.
All companies and individuals involved in ICT could attend awareness phase. This is the stage wherein they will be exposed to ITSM and the benefits of being ISO 20000 certified. There are a series of dialogues in a year that experts share their thoughts with the participants. Service Desk Institute (SDI) Founder and Chairman Howard Kendell, Pink Elephant Executive Vice President and co-author of ITIL V3’s Continual Service Improvement George Spalding, SDI Europe Commercial Director Tessa Troubriddge, and itSMF Malaysian Chapter President Michael Kum became part of these efforts.
In pre-adoption phase, only MSC Malaysia status companies could participate. One of the notable workshops ran in 2009 was the “Apollo 13 Simulation – An ITSM Case Experience”. It was an experiential learning workshop where participants were exposed to IT Governance using simulation game. This was in partnership with Deloitte Malaysia, a consulting firm.
“The Apollo 13 workshop is designed to help participants experience and apply IT governance concepts and processes in an exciting and interactive scenario based on real-life events,” Ng shares.
Reimbursement of 50% or maximum RM50,000 (US$14,850) of total programme cost, whichever is lower, benefits MSC status companies at the adoption phase. MDeC offers incentive in promoting full adoption of ISO 20000 certification.
Programme cost depends on the size of the company, branches or locations that needs certification, processes available in the company, and internal and external consultants. On top of Return of Investment (ROI), investing in the programme results better customer satisfaction, growth in repeat-businesses, and also greater interest from potential clients.
Two of the companies that enjoy the benefits of CDP ITSM are Pentasoft Malaysia Sdn Bhd and iPerintis Sdn Bhd. Software firm Pentasoft secured its ISO 20000 certification on Dec 2008 and have achieved customer Service Level Agreements (SLAs) up to 95% and reduced cost of network to about RM200,000 (US$59,350) annually.
The certification has heightened Pentasoft’s competitive edge in international setup with huge financial strength gaining estimated revenue of over RM14 million (US$4.2 million).
iPerintis is still completing their ISO 20000 certification, which they will need in order to expand their business of providing end-to-end ICT solutions that are tailored according to the need of their international and local clientele.
Participating in CDP ITSM gives companies more edge to obtain ISO 20000. Apart from CDP ITSM, MDeC also offers the IT Infrastructure Library or ITIL for individual certification. The programme focuses on bringing up the competency of knowledge workers in the MSC Malaysia community.
13/5 PROCESS
“Organisations are often greatly dependent on their IT services and expect (the IT services) not only to support the organisation, but also to present new options to implement the objectives of the organisation. Furthermore, the high expectations of customers of IT services tend to change significantly over time and require constant review. Providers of IT services can no longer afford to focus on technology and their internal organisations as they now have to consider the quality of the services they provide and focus on the relationship with their customers,” Ng stresses.
“Organisations are often greatly dependent on their IT services and expect (the IT services) not only to support the organisation, but also to present new options to implement the objectives of the organisation. Furthermore, the high expectations of customers of IT services tend to change significantly over time and require constant review. Providers of IT services can no longer afford to focus on technology and their internal organisations as they now have to consider the quality of the services they provide and focus on the relationship with their customers,” Ng stresses.
It is hard to gauge services in advance unless already delivered to the customer. Communication measures the quality of service a service provider gives to its customers. It also builds relationship. Thus, the 13 key process areas in delivering services help the organisation to provide quality IT service.
The 13 key process areas are classified into five groups: service delivery, relationship process, resolution process, release management, and control panel, which have been defined by MDeC according to their purpose.
Organisation may gain knowledge in designing services based on customer requirement and managing the services levels at all times under service delivery process as described by MDeC. These processes exhibit a strong IT environment, which can assure quality services and effective financial management of services. Key process areas under this group are service level management, service reporting, service continuity and availability management, budgeting and accounting for IT services, capacity management, and information security management.
Handling customer complaints is not a piece of cake. But knowing how to maintain and improve customer and supplier relationships could build up a good relationship. As it is defined, business relationship management and supplier management belong to this process group.
Resolution process is managing the day-to-day events, issues, and incidents or simply the incident management and problem management areas. When problems or errors arise, by applying the ITSM resolution process, resolving the matter could satisfy or even exceed the committed service levels of the service provider.
Release management process group, meanwhile, helps organisation in planning and rolling out of service and related items to avoid affecting existing services. Control process, on the other hand, is defined as the standalone process, which has configuration and change management key process areas that help absorb high rate of change since it supports in managing the assets effectively and providing visibility of the status of the assets.
MDeC ON CDP ITSM
The Malaysian government’s dream is to “transform the nation into a knowledge- based economy driven society” and as it supports MSC Malaysia since it was established in 1996, MSC Malaysia joins the government in this vision through ICT industry and capacity-building and socio-economic development. Thus, CDP was created to help achieve government’s mission.
The Malaysian government’s dream is to “transform the nation into a knowledge- based economy driven society” and as it supports MSC Malaysia since it was established in 1996, MSC Malaysia joins the government in this vision through ICT industry and capacity-building and socio-economic development. Thus, CDP was created to help achieve government’s mission.
To participate in CDP ITSM, companies must be 51% Malaysian owned; have staff strength of more than 20 full-time staff; have more than RM1 million (US$296,650) annual turnover; willing to commit resources (financial and human capital) to complete the whole programme; participate in activities undertaken by MDeC in relation to talks, seminars, etc.; be MSC Malaysia Status Company, and an ISO 9000 and Information Security Management System (ISMS) certification are value-added.
As such, CDP ITSM becomes a great opportunity for ICT Malaysian companies to develop their knowledge in technology with best practices and processes that give them a better chance to provide quality services.
Source: Management Systems’ Magazine
from (CLICK MSC MALAYSIA): MSC MALAYSIA
author: JAZZ E. HOMO
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