I hereby declare that the work has been done by myself and no portion of the work contained in this thesis has been submitted in support of any application for any other degree or qualification of this or any other university or institute of learning. I hereby declare that pursuant to the provisions of the Copyright Act 1987 (the Act) that I shall not during my tenure at the University or thereafter engage in any unauthorised act of copying or reproducing or attempt to copy / reproduce or cause to copy / reproduce or permit the copying / reproducing r the sharing and / or downloading of any copyrighted material or an attempt to do so whether by use of the University’s facilities or outside networks / facilities whether in hard copy or soft copy format, of any material protected under the provisions of sections 3 and 7 of the Act whether for payment or otherwise save as specifically provided for therein. This shall include but not be limited to any lecture notes, course packs, thesis, textbooks, exam questions, any works of authorship fixed in any tangible medium of expression whether provided by the University or otherwise.
I hereby further declare that in the event of any infringement of the provisions of the Act whether knowingly or unknowingly the University shall not be liable for the same in any manner whatsoever and undertake to indemnify and keep the University indemnified against all such claims and actions. © Nazirah Ghazali, 1061111687 _________________ All rights reserved ? DECLARATION
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I hereby declare that the report has been prepared by myself to fulfil the requirements of the Faculty of Business and Law’s Industrial Training (BIT3024) which is a course offered in the Bachelor of Business Administration (Banking & Finance) (Honours) degree programme, Multimedia University, Melaka campus. …………………… Nazirah Ghazali 1061111687 ? ACKNOWLEDGEMENT The special thank goes to my helpful supervisor, Miss Crystal Ooi. The supervision and support that she gave truly help the progression and smoothness of the internship program. The co-operation is much indeed appreciated.
My grateful thanks also go to both Mrs. Marzelita Rejab, Miss Azilah Nordin and Miss Azira. A big contribution and hard worked from both of you during the eight week is very great indeed. All projects during the program would be nothing without the enthusiasm and imagination from both of you. Besides, this internship program makes me realized the value of working together as a team and as a new experience in working environment, which challenges us every minute. Not forget, great appreciation go to the rest of ITS’s staff that help me from time to time during the project.
The whole program really brought us together to appreciate the true value of friendship and respect of each other Great deals appreciated go to the contribution of my faculty – Faculty of Business and Law (FBL). I am also would like to thankful the Coordinator of BIT3024 – Mr. Ng Tuan Hock, Mrs Rushayati and all the staff in the FBL office that patient in helping us complete this program. Not forget to mention to Ms. Crystal Ooi for the smoothes and co-operation during the visited. Last but not least I would like to thank my friends especially those who work together as interns at ITServises Sdn Bhd – Mr.
Shahir Nordin for the wise idea throughout the project. Special thanks also to my mother and my best friend that have encourage, support and help me in completing this program successfully. ? ABSTRACT Basically ITServices provides superior information communication technology (ICT) related services in the Malaysia corporate market. The goals is to exceed the expectations of every client by offering outstanding customer service, increased flexibility, and greater value, thus improving deployment efficiency, and quality support and maintenance services. During the nternship in ITServices I have been placed in Finance Department which the aims to manage the company cash flow and financial activities regarding the IT services provided. The roles of my positions are as follows: -Compute, classify, and record numerical data to keep financial records complete -Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining accounting records. -check the accuracy of figures, calculations, and postings pertaining to business transactions recorded by other workers/departments.
There are a number of projects assigned to the company to be financially managed by the department for examples, MAXIS USP5, DELL, Kemas Project, MAXIS Toner, and many other big projects. ? TABLE OF CONTENTS ContentPage Cover Page Copyright Notice ii Declarationiii Acknowledgement iv Dedication (if any)v Abstractvi Table of Contentsvii List of Tables/Diagramsviii List of Figuresix Chapter 1: Introduction 1 – Chapter 2: Employer’s Background Chapter 3: Training Projects/Tasks/Assignments Chapter 4: Feedback/Findings Chapter 5: Conclusion and Recommendations Appendices References ? 1. 0INTRODUCTION . 1OBJECTIVE OF INDUSTRIAL TRAINING The main objective of the Industrial Training is to experience and understand real lifesituations in industrial organizations and their related environments and accelerating the learning process of how student’s knowledge could be used in a realistic way. In addition to that, industrial training also makes one understand the formal and informal relationships in an industrial organization so as to promote favorable human relations and teamwork. Besides, it provides the exposure to practice and apply the acquired knowledge “hands – on” in the working environment.
Industrial training also provides a systematic introduction to the ways of industry and developing talent and attitudes, so that one can understand how Human Resource Development works. Moreover, students can gain hands-on experience that is related to the students majoring so that the student can relate to and widen the skills that have been learnt while being in university. Industrial training also exposes the students to the real career world and accustoms them to an organizational structure, business operation and administrative functions. Furthermore, students implement what they have learned and learn more throughout this training.
Besides, students can also gain experience to select the optimal solution in handling a situation. During industrial training students can learn the accepted safety practices in the industry. Students can also develop a sense of responsibility towards society. In conclusion, there is strong evidence that industrial training is highly beneficial to students’ development, and it is highly valued. The students are well equipped to manage the period of industrial training successfully and undoubtedly gain useful experience of applying their specialist and technical skills, as well as developing their personal and communications skills.
This internship also helps students to prepare for the work environment and also teach the ergonomics of organizations in the real world. ? 1. 2METHODS TO GATHER INFORMATIONS There are many methods used to assist me in gathering sufficient information for my report. The main source of information was gathered through interviews with particular employees and managers. They were very approachable and assisted me in providing nformation and knowledge. Next, I also used discussion method to gather information.
I discussed with the staffs on certain task that I was not sure and they helped me by explanation briefly about their job description and also about the organization. Apart from that, I also used observation method to gather information for my project. I observed how the task is carried out, how the staffs interact among themselves, how the working culture is practiced, how the relationship between the manager and the employees is and how the working environment is. Finally, I gather information through ITServices websites provided too.
I was provided a computer with internet access therefore browsing the net for information was indeed very easy. ? 2. 0EMPLOYERS BACKGROUND 1. 1Company Background Over the past few years, ITServices has established track records and has been providing superior information communication technology (ICT) related services to the Malaysian corporate market. Its fresh and innovative approach to managed deployment services, ICT infrastructure support and maintenance services has helped bridging the end-user and the equipment and software provider in achieving their goals in efficient utilization of their ICT assets.
Headquartered in Kuala Lumpur, ITServices is equipped with a network of 31 service hubs in East and West Malaysia, with a staff force of approximately 90 people. 1. 2Company Vission ITServices aspires to be the comprehensive ICT services provider that offers premium services at a competitive price 1. 3Company Mission Our mission is to be ICT Service Provider of choice by consistently delivering affordable, reliable, flexible, stable, and predictable services. 1. 4Product Overview ITServices developed a customer-focused delivery model and meeting both standard and nonstandard customer’s demand.
As a key part of this model, ITServices assumes ownership of a solution from start-to-finish and continually verifies that customers’ expectations are met. The methodology also provides a framework for how projects are managed based industry best practices. 1. 4. 1Services Offering The Professional Service offerings includes:- Managed Deployment Services Deployment of client’s IT assets such as notebook, printers, network are carefully planned with clients’ representative prior to installation Enterprise Installations ServicesONSITE expertise for clients Enterprise products.
Include Servers installations, Notebook and Desktop PCs and SAN Storage Project ManagementEnable customers to successfully implement any turn-key project and optimize technology through proper planning, design and implementation Multi-Technology Maintenance ServicesMulti-technology, multi-vendor service for single one point of accountability for support of network infrastructure and solutions Microsoft Custom Application DeveloperDevelopment of e-business ecosystem via connected services framework . 4. 2Services Division Technical Support Services is seen as vital in today’s business, be it any industry. This is a very valuable or integral part of the organization as it helps to be more valuable and complete as a company. 1. Service Model ITServicese are currently appointed by DELL to be their Master Professional Service Provider. Their service model is partner centric.
ITServices are fully committed to fulfill service requirement through working closely with DELL & any nationwide authorized service partners to bring the real business value to our ICT Partners and customers. It is with the objective of adding value to every product sold, providing high-quality pre & post sales technical support services and develops closer relation with the customer. 2. ITServices Microsoft Skills and Expertise With experienced Microsoft-trained workforce, ITServices offers the level of experience and knowledge needed to help you implement Microsoft technology and solutions quickly and effectively. oLeveraging a partnership with Microsoft, the depth and breadth of capability is demonstrated by ITServices Microsoft-trained professionals, includes Microsoft Certified System Engineers, and Microsoft Certified Solution Developers—with the commitment to grow that total to more than 20 over the next one year. 3. ITServices EMC Skills and Expertise Combined with EMC’s storage product expertise with focus on driving down cost and complexity, will translate to customers benefit by having the ability to implement, and support end-to-end enterprise solutions – including industry leading hardware, software, and services- directly from ITServices. oOne single source – one single point of accountability. 1. 5Organization Stucture ITServices organization team are distinguished by their functional and technical expertise combined with their hands-on experience, thereby ensuring that their clients receive the most effective and professional service. 1. 6Statutary Information
NameITServices Sdn Bhd Company Registration710138 – D Date of Incorporation1st April 2005 Head Office1st Floor, Wisma Tenggara, Block A, Jalan Medan Setia 1 Plaza Damansara, Bukit Damansara, 50480 Kuala Lumpur Telephone03-2094 8099 Facsimile03-2094 0898 Company SecretaryAAJ Management Services SB Suite 11. 3A, 11th Floor, Menara Haw Par, Jln Sultan Ismail, 50250 Kuala Lumpur AuditorHalim & Co Public Accountant No. 21A Lorong Rahim Kajai 12 Taman Tun Dr Ismail 60000 Kuala Lumpur SolicitorJayadeep, Hari & Jamil (Advocates & Solicitors) Suite 2. 03, 2nd Floor Block A, Wisma Tenggara No. 45 Medan Setia Satu Plaza Damansara Bukit Damansara 0450 Kuala Lumpur Principal BankersMalayan Banking Berhad Desa Sri Hartamas DirectorsAzman Abdullah – Director Sabrina Shariff – Director Status100% owned by ITCR Group (ITCapital Resources Group) ? 1. 6Network Coverage To complement ITServices over 31 technical support services hubs throughout Malaysia, they partnered with active industry players with whom they share the new technologies, resources and facilities to widen the market coverage and at the same time strengthen their existing technical support team. This nationwide coverage is made through their authorized service partners located throughout Peninsular and East Malaysia. Alor Setar, Kedah16Dungun, Terengganu 2Gurun, Kedah17Paka, Terengganu 3Prai, Pulau Pinang18Kuala Terengganu, Terengganu 4Ipoh, Perak19Machang, Kelantan 5Lumut, Perak20Kota Baharu, Kelantan 6Kuala Lumpur(Head Quaters)21Kuching, Sarawak 7Seremban, N. Sembilan22Sibu, Sarawak 8Melaka23Bintulu, Sarawak 9Batu Pahat, Johor24Miri, Sarawak 10Segamat, Johor25Kota Kinabalu, Sabah 11Mersing, Johor26Sandakan, Sabah 12Johor Baharu, Johor27Tawau, Sabah 13Raub, Pahang28Lahad Datu , Sabah 14Termeloh, Pahang29Sarikei, Sarawak 15Kuantan, Pahang30Kulim, Kedah 31Kudat, Sabah ?