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Business Communication

PART A
IT Service Centre (ITSC) also known as IT-365 Malaysia Sdn Bhd, was established to undertake the role of the global IT Service Desk for the Standard Chartered Bank.

IT-365 Malaysia Sdn Bhd, is a wholly owned subsidiary of Standard Chartered Bank PLC, was incorporated in 2001. Formerly known as Caldwell Holdings Sdn Bhd, IT-365 was awarded MSC status in 2001 and is located at the Technology Park Malaysia (TPM), Kuala Lumpur. The establishment of the ITSC is viewed as a strategic service concept in the banks' efforts to centralize, standardize and automate IT support to the bank, thus enabling better services to be provided to the banking customers.

As with any visionary organization, ITSC has sown and nurtured a culture that is crucial to its mission of providing excellent support to its customers. The ingrained belief is that service and quality are synonymous with each other in an organization like ITSC. This is epitomized by the motto Service is an experience, Quality is an expectation, a drive to deliver service(s) bearing the hallmarks of consistency, efficiency, effectiveness and intelligence.

The key services provided by ITSC are grouped into the 5 main areas:
• Call Center Management
• Problem Management
• Change Management
• Security Management
• Service Management
• Centralised Operation
Call Center Management
Known as the Service Desk, IT-365's Call Centre Management team provides round the clock support as the single point of contact for managing all IT related incidents. With agents proficient in various languages including English, Mandarin, Bahasa Malaysia, Korean and Japanese amongst others, the primary consideration of the Service Desk is to facilitate the restoration of normal operational service with minimal impact to the business while keeping within the agreed service levels.

Problem Management
High severity problems are specifically channeled to the Problem Management team where a team of Problem Analysts...