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:

Ð'* Call Center Management

Ð'* Problem Management

Ð'* Change Management

Ð'* Security Management

Ð'* Service Management

Ð'* 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 ensure that these problems are tracked and managed until a successful resolution is found. Providing round the clock support, the Problem Management team's aim is to minimize the impact of problems on the business caused within the IT infrastructure and prevent their reoccurrence.

Change Management

The Change Management team manages, ratifies and coordinates requests for changes across technical environments. Following defined processes and agreed protocols, Change Management ensures that a systematic approach is adopted for smooth implementation with minimal impact which will ultimately improve the daily operations of the organization.

Security Management

Security Management tackles the complexities of virtual security of the organization. In addition to providing continuous support for security related issues, the Security Management team enforces standards and protocols in security administration of the organization's IT infrastructure.

Service Management (Service Reporting)

The Service Management team is the central point of technology reporting for IT-365. Service Management serves to deliver meaningful reports that help to measure and monitor the performance of service levels and service quality. Service Management aims to generate and regulate reporting levels that will be relevant according to agreed standards and policies.

Centralized Operation

The Centralized Operation team is a global operations facility in charge of executing batch jobs for Standard Chartered Bank. The Centralized Operation team ensures the successful execution and completion of batch jobs for services and functions centrally in an organized and systematic manner, ensuring a seamless, smooth process flow.

An Organisation chart of the department can be found at Appendix 4.

Vision & Mission

The vision and mission are known as the Group Code of Conduct which is an integral part and life style in Standard Chartered and its subsidiaries.

1. Comply with local laws, regulations and Group standards: we must comply with the spirit, not just the letter, of relevant local laws, regulations and Group standards.

2. Reject bribery and corruption: we must not give or accept bribes or engage in any form of corruption.

3. Avoid being compromised by gifts and entertainment: we must not offer, give or accept inappropriate gifts or benefits to or from third parties.

4. Speak up: we must speak up if we suspect any actual, planned or potential behaviour that may breach any laws, regulations or Group standards.

5. Prevent money laundering and fraud: we must comply with local laws, regulations and Group standards on money laundering and fraud prevention.

6. Avoid conflicts of interest: we must take steps to avoid conflicts of interest. If we identify potential conflicts of interest, we must take action to resolve and manage them in an open manner.

7. Do not trade when in possession of insider information: we must comply with the Group's Personal Account Dealing Rules.

8. Do not mis-sell or misrepresent the Group or its products or services: we must comply with local laws, regulations and Group standards on mis-selling and advertising.

9. Resolve customer complaints quickly and fairly: we must ensure that all complaints are resolved quickly, fairly and recorded appropriately.

10. Respect confidentiality and protect data: we must respect Group standards, local laws and regulations governing confidentiality of information and data protection.

11. Treat our people fairly: we must treat our colleagues with fairness and respect, help them to grow, enable individuals to make a difference and teams to win.

12. Be open and honest with our regulators: we must demonstrate exemplary governance wherever we are.

PART B

THREE