Proposal for setting up integrated service desk for information technology (it) division of a prominent insurance and takaful company in Malaysia

Soaed, Mohamad Azman and Haji Wahid, Hishamudin (2008) Proposal for setting up integrated service desk for information technology (it) division of a prominent insurance and takaful company in Malaysia. Masters thesis, University of Malaya.

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The ‘Insurance Group’ is fast expanding in the ever competitive insurance and takaful industries. Ineffective implementation of the IT Service Management leads IT to lack focus on the business need, misalignment of IT with corporate strategy, problematic delivery by outsource vendor, ineffective management of service level, and lack of management control on the Help Desk function. Thus, the need for improved and more effective implementation of IT Service Management is the basis to justify for this project. IT Information Library is one best-practice that provide the most recognized and comprehensive guidelines for the adoption and implementation of effective IT Service Management. Objectives of the projects are: to investigate the current setup of Help Desk; to examine weaknesses and issues on the current Help Desk; and to recommend necessary course of actions. The following gaps are identified from the current setup of the outsource Help Desk: • Users do not get end-to-end support from the IT support service • Status of request and incident are not updated to the users • There is ineffective monitoring and escalation of outstanding issues • Certain areas in the Help Desk are too technical and lack user friendliness • There is no service level defined for User ID and password issues; and • There is lack of effective governance by the management • Overall performance of Help Desk is well below the expectation • Implementation of Help Desk is not aligned with the corporate direction Considering for a consolidated Service Desk that integrate both internal IT Application support and Infrastructure support by outsource vendor is the strategy to create a single point-of-contact for logging, tracking, and delivering result to end user’s problem and request for IT services. The following improvements are recommended to support the effective Service Desk infrastructure: • Improved process flow that facilitate efficient delivery of the support services • Refined process and procedure that clarify the Service Desk activities • Enhanced system functionality to support integration of technical team and more friendlier self-help functions for the business users • Leveraging on the strength of existing human and technical resources for extended service hours • Effective training of cross functionalities between the two support team • Refined Service Level Management to cater for ultra efficient service requirement for user ID and password issues • Conducive work area to support delivery of agreed service level • Good governance model and practice to monitor and maintain the acceptable service performance In summary, integrated Service Desk would turn the IT organization from the generic technologically and technically inclined operation into a more service-oriented and business-focused function. Thus, strategic implementation and effective infrastructure of the integrated Service Desk would put back the IT Service Management on track. It also ensures the alignment of IT organization with the business direction.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Integrated service, Information technology, Prominent insurance and takaful, Malaysian companies
Subjects: H Social Sciences > HG Finance
Date Deposited: 23 Jul 2013 06:29
Last Modified: 23 Jul 2013 06:29

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