BAG in the News

28th November 2007

BAG Network shows Commitment to Customer Service with IT Course

Bandar Seri Begawan - BAG' Networks Sdn Bhd recently organised a training course on IT Infrastructure Library (ITIL®) v3.0 Foundation Course which ended on Nov 21.

This course was offered to the public as part of BAG Networks' continuous commitment in contributing to the IT industry in Brunei Darussalam. The aim of organising this course was to advance local capabilities and to place emphasis on the importance of customer service in the country, a press release said. Wee Wan Chin, Customer Service Manager for BAG Networks said, "This is an example of how our local Brunei Company brings in knowledge from our global partners, in this case CA, and transfers this to our customers of BAG as well as our own employees."

It was an intensive three-day course leading to an examination which took place on the final day. This course introduced delegates the internationally recognised best practice concepts of ITIL® and the benefits that can be gained by adopting the processes.

It was designed to enable delegates to understand the disciplines and processes that help service management staff to deliver and support quality products and services. Some of the key ITIL® v3 processes covered during the course were Service Level Management, Service Desk and Incident Management, Problem Management, Change Management, Request Fulfillment and Continual Service Improvement. It also covered the Key Performance Indicators that should be measured to ensure quality of service provision to the customers.

CEO of BAG Networks, David Abberton noted, "We have looked at the skills and capabilities of our employees, and want to bring these up to the best international benchmarks such as ITIL. This course is one of the many activities we are undertaking to build local capability."

BAG Networks currently has a Customer Service Desk that has been in operation since 2002, and the course further reinforces its existing processes and IT service management.  -- Courtesy of Borneo Bulletin