The local business community involved in IT service provision was recently invited to attend a Business Breakfast organized by the ISACA Malta Chapter, as part of the Chapter’s drive to raise awareness and provide educational material on information systems.

During the event, a seasoned business and IT professional of international repute discussed a real-world case study entitled “Dramatically Improving Customer Service”. The lively presentation discussed the organizational change and supporting technology in the introduction of Service Level Agreements (SLAs).

Mr Kaya Kazmirci, Past President of the ISACA Istanbul Chapter, delivered a highly practical and informative talk on the introduction of SLAs that a Turkish telecoms operator introduced, with great success, with its customers. As part of the case study, Mr Kazmirci mapped the achieved objectives against COBIT 4.1 as well as the recently introduced COBIT 5.

The attendees present were able to openly discuss among themselves and the presenter the ways-and-means of committing oneself on service targets with existing and potential customers. This is a great selling point, a huge market plus for ISPs, Data Centres, IT Service Desks (Call Centres) and indeed other organizations delivering e-Service in today’s digital economy.

The event was well received by the ISACA members present, and indeed by many non-members who joined, including from Banks, Government, Advisory firms, and others. These organizations deliver respectively, e-Banking, e-Government and management consultancy to clients and citizens. Professions present included Service Level Managers, IT Managers, Quality Managers, IT Governance Managers, Auditors and Information Security Managers.

The ISACA Malta Chapter will follow-up with more events on themes of interest to its members and the wider business and IT community.