Medium and large businesses in Malaysia could realise business benefits by moving their internal service and support operations to the cloud, according to Telekom Malaysia’s business outsourcing arm VADS.
During the announcement of VADS Managed Service Desk [MSD] service, VADS chief executive officer Ahmad Azhar Yahya said the cloud-hosted service desk management platform, which used the best practices of Information Technology Infrastructure Library (ITIL), would help businesses to integrate, consolidate and standardise all their service desk processes.
“Many organisations that run their internal help desk are finding it difficult to cope with the rising cost of technology and trying to abide to internal governance and risk management processes while managing requests from their internal users,” said Ahmad Yahya.
“With VADS MSD, all the processes can be shifted to the Cloud, making it easier to manage technology updates while adhering to the ITIL standardisation,” he said. “This in turns ensures that all requests from their internal users are managed in a timely manner.”.
Ahmad Yahya said the traditional help-desk set-up included certain limitations; including poor service responsiveness, limited integration for point solutions, inconsistent delivery of end-user services and limited process optimisation.
“VADS MSD enhances and provides end-to-end management of endpoints and assets,” he said. “With VADS MSD, end-user requests can be attended to quickly and accurately.”
“With Cloud, it is much faster to deploy the service desk features which means organisations can save time and internal resources then can be deployed to other core business areas of the organisation. The service desk team can enjoy greater flexibility and improved efficiency while managing the service desk operations,” said Ahmad Azhar.
VADS MSD, already available for subscription, is offered with two options:
- Build and Transfer – a customised solution which is hosted in the customer’s premise; or
- Hosted Service Desk – hosted in the VADS Cloud infrastructure. This model is offered on subscription basis, accessible via VADS Service Manager and available in three packages.