AIG Global Services is committed to the consistent delivery of high quality services to our customers. We have the appropriate certification for internationally recognized best practices throughout the organisation, including CMMI® for Software Services and ITIL® for Infrastructure Managed Services. The benefits realized from these best practices are:
- Quality services that meet business and customers' demands
- Improved end-to-end services provisioning
- Integrated and manageable processes
- Consistent and standard delivery of services
- Measurable service quality
CMMI®
As a Level 3 certified organisation, AIG Global Services has become the second Malaysian company to achieve this prestigious distinction, and the first to offer its services to businesses in Malaysia.
CMMI certification determines that AIGGS's software development, maintenance and management processes conform to the defined level of Capability Maturity Model Integration (CMMI) for software engineering of the Software Engineering Institute (SEI), Carnegie Mellon University, USA.
The SEI-CMMI model links management and systems engineering best practices to business objectives and provides a framework to continue to optimize performance in management, product development and delivery. The CMMI Level 3 appraisal signifies successful application of industry best practices to an organization's management and engineering operations.
ITIL® Best Practices for IT Infrastructure Management
ITIL (IT Infrastructure Library) is a widely accepted de facto standard for best practices in the management of IT services. It focuses on providing high quality IT services that are aligned to its business. AIGGS has built and developed a core team with certifications including ITIL Practitioner and ITIL Master.
ITIL encompasses two core areas, Service Delivery and Service Support.
Service Delivery covers tactical processes such as Availability Management, Capacity Management, Service Level Management, IT Service Continuity Management and Financial Management. Such processes emphasize on delivering the right services to customers through underpinning agreements, resulting in maintaining a satisfying relationship with customer.
On the operational level, Service Support includes disciplines such as Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management. These disciplines focus on delivering responsive and stable IT services.
ITIL provides a proven method for planning common processes, roles and activities with appropriate reference to each other and how the communication lines should exist between them.
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