KUALA LUMPUR, OCTOBER 29 2008 - More than three quarters (78 per cent) of Malaysian organisations have realised significant gains by implementing an information technology service management (ITSM) framework. This is according to the Malaysian chapter of the non-profit organisation Information Technology Service Management Forum (itSMF).
The itSMF survey found that many Malaysian companies are successful adopters of ITSM framework with 56 per cent of respondents planning to pursue the ISO IEC 20000 certification, said the organisation's Malaysian chapter executive committee member Chua E. Long.
Speaking at the organisation's inaugural conference in Malaysia, Chua said: Among Malaysian companies that have embarked on implementing an ITSM framework, 29 per cent of companies that responded to our survey reported that they had realised a high level of improvements through ITSM and a further 49 per cent reported that they achieved reasonable improvements.
Both the ISO 20000 and IT infrastructure library (ITIL) are globally recognised collections of best practices for ITSM. They promote the adoption of an integrated process to effectively deliver managed IT services to meet the requirements of business and customers.
Standards brings results
In addition, Chua said the survey found that among Malaysian companies that have implemented an ITSM framework, 92.5 per cent had implemented ITSM processes in incident management and 87.1 per cent had done so in change management. However, only about one third of survey respondents had implemented ITSM in disaster recovery and IT security management. And only 10.8 per cent had ITSM processes in place for availability management and a low 3.2 per cent for IT financial management.
The survey findings are indicative of a need to raise the awareness among Malaysian organisations about the need and value of implementing of ITSM best practices and standards across the breadth of their IT services, Chua said. This is one of the key goals of itSMF and in this we are supported by MSC [Multimedia Supercorridor] Malaysia Capability Development Programme (CDP).
Malaysian government agency Multimedia Development Corporation (MDeC) capacity development divisional general manager, Wee Huay Neo said: CDP's programmes are designed to raise the standards and competitiveness of MSC Malaysia status companies by increasing the adoption of global standards and best practices. MDeC will continue to strive to raise the awareness of ICT companies in Malaysia on the need for global best practices and improved process to drive efficiencies and their competitiveness in international markets.
Campaign for certification
Wee said that to promote the adoption of ITSM among MSC Malaysia status companies, CDP conducts two programmes, CDP ITSM and CDP professional development (CDP PD).
She added that CDP PD is an initiative under a campaign to increase the number of certified ICT professional in Malaysia. Since 2007, more than 30 individuals have earned ITIL certification through CDP PD. CDP PD offers individuals who pursue ITIL certification partial reimbursement of their total exam fees up to RM1,000 (US$279). MSC Malaysia status companies that sponsor their employees for the ITIL certification can receive reimbursement of up to RM1,500 (US$419) of the total training cost per participant.
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