itSMF Malaysia Survey 2008 finds that many Malaysian companies are successful adopters of ITSM framework with 56% of respondents planning to pursue the ISO/IEC 20000 certification.
Kuala Lumpur, October 23, 2008 — The Malaysia Chapter of the Information Technology Service Management Forum (itSMF) held their Inaugural Annual Conference on Monday, October 20, 2008, at Grand Millennium Hotel, Kuala Lumpur. The Conference, the first of its kind held in Malaysia, aims to promote the availability of ICT related services among Malaysian companies in an end-to-end manner that is related to business needs to maximize the business value of IT and its use as an engine for competitive advantage.
“Among Malaysian companies that have embarked on implementing an ITSM framework, 29 percent of companies that responded to our survey reported that they had realized a high level of improvements through ITSM and a further 49 percent reported that they achieved reasonable improvements,” said itSMF Malaysia Chapter Executive Committee Member and IBM Malaysia Senior Project Manager Chua E Long. Chua was discussing the findings of the itSMF Malaysia Survey 2008 that was conducted by itSMF Malaysia as part of an initiative by the Asian Chapters of itSMF International. 
The itSMF Malaysia Survey found that among Malaysian companies that have implemented an ITSM framework, 92.5 percent had implemented ITSM processes in incident management and 87.1 percent had done so in change management. However, only about one third of survey respondent had implemented ITSM in disaster recovery and IT security management. And only 10.8 percent had ITSM processes in place for availability management and a low 3.2 percent for IT financial management.
“The Survey findings are indicative of a need to raise the awareness among Malaysian organizations about the need and value of implementing of ITSM best practices and standards across the breadth of their IT services. This is one of the key goals of itSMF and in this we are supported by MSC Malaysia Capability Development Programme (CDP),” Chua 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.,” said MDeC Capacity Development Division General Manager Ms. Wee Huay Neo. “MDeC will continue to strive to raise the awareness of ICT companies in Malaysia on the needs for global best practices and improved process to drive efficiencies and their competitiveness in international markets.”
To promote the adoption of ITSM among MSC Malaysia Status companies, CDP conducts two programmes, CDP ITSM and CDP Professional Development (CDP PD).
Under CDP ITSM, CDP has partners with itSMF Malaysia to organize workshops and talks with ITSM experts for Malaysian ICT companies to help them become more aware of ITSM. Additionally, CDP ITSM supports Malaysian-owned MSC Malaysia Status companies in earning the ISO 20000 by offering financial incentives in the form of partial reimbursement of the total cost of training and certification. To date, CDP ITSM has helped more than 150 Malaysian ICT companies.
CDP PD is an initiative under the “Get IT Certified” 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 RM 1,000. MSC Malaysia Status companies that sponsor their employees for the ITIL certification can receive reimbursement of up to RM 1,500 of the total training cost per participant.
Both the ISO 20000 and ITIL are globally recognized collections of best practices for ITSM that promote the adoption of an integrated process approach to effectively deliver managed IT services to meet the requirements of business and customers.
“The 56 percent of respondents to the itSMF Malaysia Survey said they intend to start or continue to implement ITSM framework within their organizations, however 59 percent of respondent organizations said they found the cost of ISO 20000 certification to be expensive,” said Chua. “Through their reimbursement scheme, CDP is helping MSC Malaysia Status organizations overcome a major hurdle on their path to implementing ITSM,” he added.
itSMF is the only internationally recognized and independent organization dedicated to helping organizations improve the delivery of their IT services. It is a not-for-profit body wholly owned, and principally operated, by its membership spread through 53 international chapters.
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