Time Dotcom Essay

TIME dotCom Berhad (TIME) is a fastest growing company which provides fixed-line telecommunications network and solutions in Malaysia. Its business is built on the Cross Peninsular Cable System (CPCS™), which is a very strong transborder terrestrial fiber optic system. It also acts as a wholesaler of bandwidth solutions, crucial fibre backbone to many other countries in the Asia Pacific area (TIME dotCom Berhad. (Time Telecom), 2011). As the demand of connectivity is increasing every day, the company has been growing and expanding with partnerships with many big companies. In order to make sure daily operations run well and to manage the business easier, the company must make sure that it has good Management Information Systems.
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An issue tracking system is used in the customer support call center of the company to create, update, and resolve reported customer issues or even the company’s employee issues. A typical workflow will begin by triaging incoming incident reports and linking them to an existing incident (RTIR: RT for Incidence Response, n.d.). Each incident is designed to keep track of the problems that occur. From an incident, investigations are easily launched by cooperating with law enforcement agencies, network providers or other organizations. Besides that, the request tracking system can also set up blocks to keep track of what has been done to mitigate the issue. Next, the knowledge management system will take place as it identifies the strategy to solve the issue and finds ways to resolve the issues by identifying, creating, representing, distributing and enabling adoption of insight and experience. It starts off with identifying the issue and choosing the suitable strategy to resolve the problem. Then, the change management takes place by implementing the system and processes with appropriate changes after considering the best strategy (MIS-Knowledge Management System, n.d.). Problem management is the process

First of all, this system can achieve better efficiency and productivity in terms of work performance. Request tracker has improved productivity greatly by giving a graphical interface to the work to be done. Once people are shown the power of request tracker, they often cannot imagine handling requests without it. It is truly an amazing and powerful tool for anyone who handles any number of requests (Jeremy, 5, April, 2004). Besides, consolidation of all range databases is also one of the advantages of the request tracker, as everything is being centralized in one place. When there are a lot of people working on requests, it keeps tracking of information far easier (Ryan, 27, June, 2013). After that, it manages the process and procedures properly and systematically. Request tracker organizes the workload. It organizes hundreds of problems into manageable jobs. The stress goes down as juggling hundreds of jobs becomes a matter of managing tickets (The advantages of using a Ticketing System, 20, November, 2013). The reports and visibility are required to handle hundreds of open tickets. With vendors working only the tickets assigned to them, it is easy to manage dozens of vendors and hundreds of tickets. By using request tracker, the company will have a better control, accuracy and integrity when managing the data. Ticketing System can