The meeting was the fifth awareness session for fiscal year of itSMF Malaysia. The title for this time’s session was aptly coined “How To Adopt And Implement An Efficient IT Services Management (ITSM) Framework”, in light of the slow market.

A total of 55 participants turned out for this event. As it was co-organised, this forum was dedicated to users, showcasing the benefits of Oracle tools and Service Management best practices.

3 topics on itSM were - “ITSM - An Oracle Perspective “. This was delivered by Peter Yu, Senior Director and General Manager of Systems and Applications Management, Oracle Asia-Pacific. He comes from Oracle HQ, with experience managing Strategy, Reporting, Development, Programs and Operations teams. Presently he is based in Asia.

Figure 1 -Peter Yu showcasing some solutions from Oracles variety of softwares

According to Peter, there are various operational and innovative ideas from Oracle’s suite of deliverables; as well multiple solutions. Along the highlight was on testing solutions. As all applications have full coverage of end-to-end lifecycle services, what is pragmatised by ITSM is fully applied in Oracle.

The second speaker delivered “Implementing for the Full Service Lifecycle”. Mr Glenn Borin, is Director of Customer Strategy for Asia Pacific and Japan. He has extensive experience holding key leadership roles in Software Development, Program Management and Account Management within Tier 1 software vendors. He was part of Siebel Systems, where he has experience working with National Australia Bank. Glenn is based in Melbourne, Australia.

Figure 2 - View of Ballroom, Nikko Hotel.

His presentation explained how important ITSM is, as part of a full-service lifecycle. From his experience as a vendor, he showed how they be fully involved from beginning to the end. Also each process must grow towards maturity – as exemplified in development and delivery of Oracle support service’s “Customer Success Index” best practice assessment programme.

Figure 3 - The audience having a light-hearted moment with Michael of itSMF Malaysia.

Our third speaker presented “ITIL and the Recession - Do More with Less”. Mr Michael Kum is v3 Expert, Project Manager, and entrepreneur. Michael deals with Business Process Improvement, using best practice methodologies applied with ITSM and PMP.

He spoke on crucial matters, local practices, and current market trends; that touched on People, process, products and partners; 4P’s - adopted from Gartner. He alerted the participants on the importance of fulfilling RMK9 (5 year plan to transform Malaysia). He explained on how to implement ITSM effectively from a high-level angle; while showing some key how-to methods.

itSMF Malaysia wishes to thank Oracle Corp. Malaysia for jointly hosting the event at the Nikko Hotel ballroom. We look forward to more vendors who will like to participate in such itSMF’s events throughout 2009. We can be reached at www.itsmf.my.