Enhancing ITSM for Companies in Malaysia: Best Practices for Efficiency and Compliance

By Datuk Tan Seng Kit, Group Managing Director, Strateq Group

As Malaysian businesses continue to digitize and scale their operations, efficient and compliant IT Service Management (ITSM) is becoming a core strategic priority. ITSM refers to the planning, delivery, and control of IT services that meet business needs. Companies must evolve their ITSM practices to ensure service excellence, minimize downtime, and remain compliant with local and international standards.

One of the most critical best practices is aligning IT services with business goals. Rather than operating in silos, IT departments must function as strategic partners. Organizations should adopt frameworks like ITIL 4, which emphasize a value-driven approach. By focusing on outcomes and customer experience, Malaysian companies can transform ITSM from a support function into a value generator.

Creating a service-oriented culture helps shift the mindset from technical problem-solving to delivering quality service experiences. This requires regular training, performance metrics tied to service outcomes, and feedback mechanisms from end-users. Encouraging collaboration between IT and business units can bridge communication gaps and accelerate issue resolution.

Automation is a key enabler of efficient ITSM. Common tasks such as incident routing, ticket escalation, patch/support management, and access provisioning can be automated using ITSM tools like ServiceNow, ManageEngine, or Freshservice. Automation reduces human error, speeds up service delivery, and allows IT teams to focus on strategic issues.

Malaysian companies must comply with the Personal Data Protection Act (PDPA) and, in certain sectors, guidelines from Bank Negara Malaysia (BNM) such as the Risk Management in Technology (RMiT) policy. ITSM tools and practices should be designed to ensure data privacy, audit readiness, and traceable workflows. Role-based access controls, encryption, and automated audit trails are essential components of compliant ITSM systems.

A well-structured service catalog improves transparency and user experience. It clearly defines the services offered, expected delivery timelines, and escalation procedures. For Malaysian SMEs and large enterprises alike, a centralized catalog reduces miscommunication, streamlines requests, and facilitates adoption & usability.

ITSM platforms generate valuable data on incident types, response times, service usage, and user satisfaction. Analyzing this data can uncover performance gaps, guide resource allocation, and identify trends before they become problems. Regularly reviewing metrics such as Mean Time to Resolution (MTTR) and First Contact Resolution (FCR) supports continuous service improvement.

Modern ITSM tools offer cloud-based, scalable platforms that support remote work, real-time updates, and third-party integrations. Cloud-native solutions also simplify updates and improve disaster recovery. Malaysian companies looking to future-proof their ITSM operations should prioritize flexible platforms that grow with business needs.

As the Malaysian business ecosystem grows more reliant on digital services, optimizing ITSM is not optional—it’s essential. By adopting best practices such as automation, compliance-by-design, data-driven decision-making, and service alignment, companies can enhance efficiency, meet regulatory requirements, and deliver exceptional user experiences. Proactive ITSM is the foundation for resilient and responsive business operations in the digital era.

References
1. ITIL Foundation: ITIL 4 Edition Axelos Global Best Practice (2019) https://www.axelos.com

2. Bank Negara Malaysia (BNM) – Risk Management in Technology (RMiT) Policy Document https://www.bnm.gov.my

3. Personal Data Protection Act 2010 (PDPA), Malaysia https://www.pdp.gov.my

4. ServiceNow White Paper – Automating ITSM for Business Agility ServiceNow, Inc. (2023) https://www.servicenow.com

5. Freshservice Blog – ITSM Best Practices for the Modern Enterprise Freshworks Inc. (2023) https://freshservice.com

6. Gartner – Market Guide for IT Service Management Tools Gartner Research (2023) https://www.gartner.com

7. Malaysia Digital Economy Corporation (MDEC) – Digital Transformation in Business MDEC Report (2022) https://mdec.my