DOSM User & Technical Requirement - Kementerian Sumber Manusia

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MINISTRY OF HUMAN RESOURCES ISP REVIEW 2007Service Category Required Competency Description of the CompetencyICT technology to supportMOHR’s business objectivesPresentation skillsEnsure the establishment ofICT sources, expertise andinfrastructure in order tosupport MOHR’s businessAble to analyze and proposeoptimum and cost effectiveICT investmentCompetent in preparingpresentation materialsProject management Skills and knowledge inproject management5.7.3 ICT Process ManagementTo ensure that ICT services are offered at the optimal level, it must be supported by an effectiveand efficient ICT process management. ICT process that must be incorporated by BTM I,s asfollows:Service level managementHelpdesk managementBusiness continuity planningInventory managementNetwork management5.7.3.1 Service Level Management (SLM)Service level management covers the proactive method and procedure to assist and to ensurethat ICT services offered to users achieved the level agreed upon. Service Level Agreements(SLA) among BTM, people within the Ministry and vendor must be established so that all partiesinvolved understand the ICT service level handled by BTM.HAPM SYNERGY SDN BHD ISP Report 202
MINISTRY OF HUMAN RESOURCES ISP REVIEW 2007Service Level Agreement (SLA)The main function of SLA is to provide effective communication channel in managing the needsand requirements of the two parties – service provider and recipient of the service. Generally,SLA exists in an organization to explain the following matters, among others:Service detailsService details refer to the offered or accepted services. Details include the application,infrastructure or process.Standard of the offered services – to provide the following details:Operating period – operating period should be stated clearlyEmergency procedure – provide guideline for customer to contact service provider overthe operating periodFeedback and resolution period – to fulfill customer satisfaction, feedback andresolution period should be established. This detail isNeeded to ensure that all issues are clearly stated and customers are satisfied with theservices offered.Time/Life span of the SLA – Usually SLA gives one‐year duration. However, it could bechanged, terminate or renewed at the end of its life.The role and responsibility of the service provider or the service recipient. Both providersand recipients must be responsible towards each other and all responsibilities must beclearly stated.Customer representative (service recipient) – customer representative normally isappointed from the middle management in the customer’s organization and comprisesthe manager or director. They understand the business direction and have experienceswith ICT requirements. Customer representative will be involved in all dealings anddiscussions of all aspects of the offered IC services. They are responsible to explain toall people in the organization, the details stated in the SLA.Service manager (service provider) – They are involved in dealings, supervision andgeneration of SLA operating reports to the customer. They should gather feedbackfrom customer/client about the service performance and all problems arise from theHAPM SYNERGY SDN BHD ISP Report 203
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ICT Strategies
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DOSM User & Technical Requirement - Kementerian Sumber Manusia

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