ORGANIZATION AND INFORMATION SYSTEM

Faculty of
Information
Management

MANAGEMENT OF
INFORMATION SYSTEMS
DEPARTMENT (IMS656)

PREPARED FOR: MADAM NORAIZAN BINTI
AMRAN

IMS656 GROUP PROJECT
CLASS: IM2456ST1


PREPARED BY:

NUR AIN SYAKIRAH BINTI MOHD AKHIR
(2019229386)

NUR RIFQAH BINTI SUHAIMY
(2019804964)

NURUL WAFIQAH BINTI MOHD WAHID
(2019219214)

TABLE OF CONTENT

No Title Pages

  Abstract 1

1.0 3 Chosen Government Sector 2

  3 Chosen Private Sector 3

Public Sector Details :

4-6
2.0 Perbadanan Perpustakaan Awam Selangor 7-8
Lembaga Hasil Dalam Negeri (LHDN) 9-10

Klinik Kesihatan/Pergigian (Jabatan Kesihatan Negeri Johor) 11-13
14-15
Private Sector Details : 16-17

  AirAsia Berhad 18-19
Mydin Berhad

CIMB Bank

3.0 One system / apps to manage the personnel / staff in the CIMB

4.0 One system / apps to manage the information systems in the CIMB 20-23

5.0 One system/ apps to manage the system/computer network in the CIMB 24-26

6.0 Identify and study one (1) system/ apps to manage the data/database in 27-29
the CIMB 30-32

7.0 Identify and study IT/IS Customer Support Services (CSS)/ HelpDesk in the
CIMB

8.0 IT/IS Manual/ Procedure/ Standard in the CIMB 33

9.0 Issue and Challenge of IT/IS in CIMB 34

10.0 Recommendation and Conclusion 35-36

  References 37-38

ABSTRACT

The purpose of this paper is to propose which system is
suitable to investigate. Systems management is the
management of a corporate network's or data center's
information technology (IT) systems. An efficient systems
management strategy makes it easier to provide IT as a
service and enables staff members of an organisation to
react swiftly to shifting business needs and system activity.
The system we propose for public sector are Perbadanan
Perpustakaan Awam Selangor, LHDN (Lembaga Hasil Dalam
Negeri) and Klinik Kesihatan/Pergigian (Jabatan Kesihatan
Negeri Johor). Meanwhile, for the private sector we propose
AirAsia Berhad, CIMB Bank and Mydin Berhad. Additionally,
in the end, we choose only one system to discuss further
which is CIMB Bank.

1

Government Sector

Name : Perbadanan Perpustakaan
Awam Selangor
Address : Jln Kelab Golf 13/6, Seksyen
13, 40100 Shah Alam, Selangor
Location map :
Website: http://www.ppas.gov.my/
Telephone : 60355197667
Email: [email protected]

NAME: LEMBAGA HASIL DALAM NEGERI
(LHDN)
ADDRESS: IBU PEJABAT LEMBAGA HASIL
DALAM NEGERI MALAYSIA,
MENARA HASIL, PERSIARAN RIMBA PERMAI,
CYBER 8, 63000 CYBERJAYA SELANGOR.
WEBSITE: HTTPS://WWW.HASIL.GOV.MY/EN/
TELEPHONE/EMAIL: 03-8911 1000

Nama: Klinik Kesihatan/Pergigian
(Jabatan Kesihatan Negeri Johor)
Address: Wisma Persekutuan, Tingkat 2,
3, 4, 5 & 9 Blok B, Jalan Ayer Molek,
Bandar Johor Bahru, 80000 Johor Bahru,
Johor
Website: http://jknjohor.moh.gov.my
Telephone: 07-2245188
Email: [email protected]

2

Private Sector

NAME: CAPITAL A BERHAD
ADDRESS: G027B, GROUND FLOOR,
PODIUM BLOCK PLAZA BERJAYA, NO.
12, JALAN IMBI, 55100 KUALA LUMPUR
MALAYSIA.
WEBSITE: WWW.AIRASIA.COM
TELEPHONE/EMAIL: 03-7809 6888

Name: CIMB Bank Berhad
Address: Level 19, Menara Bumiputra-
Commerce,
11 Jalan Raja Laut 50350 Kuala Lumpur
Website: www.cimbbank.com.my
Telephone: +603 2619 1188
Email: [email protected]

NAME : MYDIN MOHAMED HOLDINGS
BERHAD
ADDRESS : LOT NO. 675 & 676, PERSIARAN
SUBANG PERMAI, USJ 1,
47500, SUBANG JAYA, SELANGOR.
LOCATION MAP :
WEBSITE : HTTP://WWW.MYDIN.COM.MY/
TELEPHONE : +60 3-8073 6000
EMAIL:

3

Details about the Organisations

Perbadanan Perpustakaan Awam Selangor (PPAS) located at Shah Alam on 16th November 1986 and
The late Sultan Salahuddin Abdul Aziz Shah Alhaj was initiated on 15th March 1988 with the building
named Raja Tun Uda (RATU). At that time, It was the largest, most modern public library in Southeast Asia
with the design of this building characteristic of Bugis culture and the interior design was a clash
between Eastern and Western cultures. Then, His Majesty the Sultan of Selangor, Sultan Sharafuddin
Idris Shah Alhaj, laid the foundation for the new Raja Tun Uda Library building on 27 August 2005, with
the theme of "Library in the Garden," and construction began in September 2007. Perbadanan
Perpustakaan Awam Selangor’s Vision are Be a center of lifelong learning that can build spiritual,
intellectual and emotional strength and Mission to Enrich and empower the community through relevant,
accessible and high-quality library services, To develop a complete, comfortable, conducive and up-to-
date library infrastructure to meet the needs of the community, Realize a state collection centre and
Assist the State Government in reducing crime rates and social ills.

BUSINESS PROCESS/ACTIVITIES PRODUCT/SERVICES

A business process library Selangor Public Library Corporation (PPAS) have :
(BPL) is a collection of all 3D theatre and multi-sensory 6D theatre
the processes that are Gymnasium with shower and changing rooms
considered to be important. Open-air cafeteria with views of the lake and
A business process library Blue Mosque
can be used to store, XBox Kinnect and HTC Valve (Virtual Reality)
manage and reuse On-Location Reporter: hone your speaking
business processes. The skills – see/hear what you look/sound like on TV
process library contains Windows and Mac computers, scanning and
documented procedures printing services
for carrying out different Creative Zone for children with interactive
tasks within a business. games and the popular Reading Tree area
Themed floors, including ‘Outer Space’, ‘Earth’,
‘Ocean’ and ‘Humans’
iStep interactive games using sensor
technology
Comfortable and cosy reading areas and
activity rooms

4

ORGANIZATION CHART

In PPAS, there are a total of 301 staff from 19 departments that
consist of Top Management, Management & Administration
Division, Human Resource Development Unit, Financial Unit,
Planning and Development Division, Corporate Unit, Quality Unit,
Library Network Division, Documentation Section, Information
Technology Division, Knowledge Management Unit, Collection
Development Unit, Queen Library Services Unit, Reference and
Research Division, Maintenance & Assets Unit, Literacy
Movement Unit, Unit Integrity, Store Management Unit and
Vehicle Management Unit. The organization chart is shown as
chart 1 below :

Organization Chart

5

DEPARTMENT/UNIT PERSONNEL

1. Director

This is highly responsible administrative 1.Director
employment that entails overseeing a wide range YBhg. Datin Paduka Mastura Hj
of public library services. Muhamad

2. Deputy Director 2.Deputy Director
Administrative responsibilities including a wide Suzliana Abd Hamid (S48)
range of public library services. Acts as Director
in the absence of the Director. 3.Planning and Development
Unit
3. Planning and Development Unit En. Norazhan Sahlan (S41)
This unit oversees the planning, budgeting,
implementation, and monitoring of library 4.Administration and Human
development initiatives in Selangor. This unit also Resources Unit
coordinates the implementation of federally En. Sarwani Bin Abd. Jalal (S44)
funded development programs.
5.Information Technology and
4.Administration and Human Resources Unit - Knowledge Management Unit
This unit is responsible for coordinating all Pn. Haiziah Abu (FT41)
administration, human resources, staff,
maintenance, security, hall rental, inventory, and 6.Library Services Unit
training issues so that library services may be
delivered to customers swiftly, efficiently, and Mohamed Fadzli Mohd Fauzi
accurately.
(S44)
5.Information Technology and Knowledge
Management Unit 7.Research and Reference Unit-
This unit is responsible to plan, implement, En. Norkhairul Nizam M. Sadon
control, and monitor the growth of computerized (S41)
systems, as well as provide support to system
users and all customers, in addition to directly or

indirectly providing maintenance services.

6. Library Services Unit
The Raja Tun Uda Library Services Unit (RATU)
and the Library Network Unit aid the PPAS
Library Services Division. Children's Division,
Youth Division, Adult Division, Membership
Registration, and Customer Service are all part of
the RATU Library Services Unit.

7. Research and Reference Unit

Identifying and understanding user needs;

offering reference, readers' advisory, and referral

services to Library customers directly and over

the phone; and supporting patrons in material

selection. 6

The Inland Revenue Board of Malaysia (IRBM) is one of the main revenue collecting agencies

of the Ministry of Finance. IRBM was established in accordance with the Inland Revenue

Board of Malaysia Act 1995 to give it more autonomy especially in financial and personnel

management as well as to improve the quality and effectiveness of tax administration. The

Department of Inland Revenue Malaysia became a board on 1 March 1996 and is now

formally known as IRBM.

The agency is responsible for the overall administration of direct taxes under the following

Acts:

• Income Tax Act 1967

• Petroleum (Income Tax) Act 1967

• Real Property Gains Tax Act 1976

• Promotion of Investments Act 1986

• Stamp Act 1949

• Labuan Business Activity Tax Act 1990 Business Process/Activities :
VISION

A Leading Tax Administrator Organizing strategies among

MISSION employees
To provide excellent tax services by : Placing their employees in good
positions,
Improving voluntary compliance Coupled with a continuous evaluation
Implementing an integrated and in dealing with taxpayers
transparent taxation system Continued to encourage taxpayers in
Increasing operational effectiveness performing their duties
through innovative processess and
information technology

Enhancing a competent workforce Products/Services :
OBJECTIVE Employment and Business Income
Tax
To implement effective, fair and equitable tax e-CP39
management system Information Collection Program
SLOGAN e-DTS C
IRBM Taxpayer Roadmap
Together We Develop The Nation
QUALITY POLICY

With integrity as foundation, we are

committed to giving the best service to our e-Janji Temu

customers Tax Identification Number (TIN)

SERVICE MOTO Stoppage Order

The Best Service For You 7 STAMPS

Organization Chart :

Department/Unit : Personnel :

There are total of 18 department in Lembaga DATUK MOHD NIZOM SAIRI P.J.N, A.M.N.,
Hasil Dalam Negeri (LHDN). These S.I.M.P
departments include : Chief Executive Officer / Director General
of Inland Revenue
Corporate Service Department Inland Revenue Board of Malaysia
Tax Policy Department
Integirty and Risk Department DATUK MOHD JAAFAR EMBONG
Finance Department Deputy Director General (Policy)
Corporate Logistics Deprtment Inland Revenue Board of Malaysia
Tax Research Department
Legal Department DATUK DR. SOTIMIN MUHALIP A.S.D.K,
International Taxation Department P.G.D.K
Tax Compliance Department Deputy Director General (Tax Operation)
Tax Operations Department Inland Revenue Board of Malaysia
RPGT and STAMP Operation Department
Revenue Collection Department ABU TARIQ JAMALUDDIN
Human Management Department Deputy Director General (Compliance)
Intelligence and Profiling Department Inland Revenue Board of Malaysia
Information Technology Department
Special Department WAN RAMIZA WAN GHAZALI
Investigation Department Deputy Director General (Management)
Dispute Resolution Department Inland Revenue Board of Malaysia

8

Under the direction of Dato 'Dr. J.P.A. Wilson, DPMJ, the JOHOR STATE HEALTH DEPARTMENT
(JKNJ) was first created in 1905 as the Office of the Director of Medical and Health Services
of the State of Johor (1905 - 1920). The Johor State Health Department now has a total of
twenty-nine (29) Directors up until this point.

The JKNJ Management Division was reorganised in 2003 to better serve the Malaysian
Ministry of Health's goal of improving the management of all State Health Departments. A
Deputy Director of State Health (Management), currently an M54 Administrative and
Diplomatic Service Officer, is in charge of the Management Division. The Management
Division is divided into the following seven (7) units which are Unit of Administration, Unit
of Service. monetary unit. Educators' Unit. unit of development. unit using information
technologies and counselling programme

Meanwhile, the Official Portal of the Johor State Health Department is the gateway to
various information and services provided by JKNJ through the internet. The development of
the Official Portal of the Johor State Health Department is carried out by the Information
Technology Unit under the supervision of the JKNJ Management Division.

VISION BUSINESS PROCESS/ACIVITIES
Improving the standard of The main activities of JKNJ are implementing,
health for citizens of Johor to the monitoring evaluating and planning health
one of developed countries. program for all the citizen.
Its main function is the management of health
MISSION programs. This involves:
To provide a health service that
will improve the level of health Planning and Implementation of Services
by promoting a healthy through Programs and its activities.
lifestyle, prevention of disease, Implementation, monitoring, evaluation,
and offering high-quality improvement and enforcement of its programs.
treatment and rehabilitation Appropriate management and allocation of
services in a considerate resources.
environment. Development of human resources and existing
facilities.
OBJECTIVE
Through offering basic amenities PRODUCT/SERVICES
and high-quality medical care, The main services of JKNJ is:
assist people and families in
achieving and maintaining To improve and maintain the physical, mental
optimal health standards so and social health of a family and community.
they may engage in fruitful Reduce the incidence of illness and death.
economic and social activities. Promote a healthy lifestyle, healthy and safe
The underprivileged are the workplace conditions and a clean environment.
main concern. Enforce public health laws.

9

ORGANIZATION CHART FOR JKNJ

DEPARTMENT/UNIT
Public Health Department located at Jalan Persiaran Permai, 81200 Johor
Bahru.
Food Safety and Quality Department located at Jalan Persiaran Permai,
81200 Johor Bahru.
Medical Department located at Tkt. 3, Block B, Wisma Federal, 80590
Johor Bahru.
The Dental Department is located at Tkt. 2, Block B, Wisma Persekutuan,
80590 Johor Bahru.
Management Department located at Tkt. 4, 5 and 9 Block B, Wisma
Federal, 80590 Johor Bahru.
Pharmacy Department located at Jalan Persiaran Permai, 81200, Johor
Bahru.
Johor State Dental Health Department

PERSONNEL

10

Organization Profile :

AirAsia is a leading travel and financial platform company in Asia Pacific,
providing air transport, travel and lifestyle products, as well as financial
services. AirAsia started as a low-cost carrier with operations in Malaysia,
Indonesia, Thailand, the Philippines and India, and has carried more than 600
million guests to over 160 destinations in its network across Asia, Australia, the
Middle East and the US.
Recognised for its world-class service, the airline has been named Skytrax
World’s Best Low-Cost Airline 11 years in a row from 2009 to 2019 and World
Travel Awards World's Leading Low-Cost Airline for eight consecutive years
from 2013 to 2020. AirAsia has been awarded the top 7/7 stars for all airlines in
the Group for Covid-19 health and safety measures by the aviation experts at
airlineratings.com following its continuous innovations to ensure the highest
safety and hygiene standards are maintained at all times.
Since 2018, AirAsia has embarked on a transformation journey to become more
than just an airline, with the inclusion of hotels, holidays, activities, online
shopping and more on its travel, lifestyle and e-commerce platform. The airasia
super app, integrated logistics including last mile deliveries through Teleport
and digital financial service via its money app, BigPay.

Vision

To be the largest low cost airline in Asia and serving the 3 billion people who
are currently underserved with poor connectivity and high fares.




Mission

To be the best company to work for whereby employees are treated as part
of a big family

Create a globally recognised ASEAN brand
To attain the lowest cost so that everyone can fly with AirAsia
Maintain the highest quality product, embracing technology to reduce cost

and enhance service levels

11

Business Process/Actvities :
Providing air transportation services
Provision of inflight meals
Tour operating business
Providing aircraft leasing facilities
Media owner with publishing division

Products/Service :
AirAsia Advantage Add-On Packs
AirAsia Extra Seat
AirAsia FlyAhead
AirAsia Cargo
AirAsia X Avis
Baggage
FlyBiz for SMEs
FlyPorter
Hot Meals
International Connecting Baggage
Lounge
Premium Fles
Red Carpet

12

Organization Chart :

Department/Unit :

Financial Department
Flight Operations Deaprtment
Corporate Safety Department
Internal Audit Cum Corporate Quality and Assurance Departement
Legal Department
Engineering Department

Personnel :

Datuk Kamarudin bin Meranun
Non-Independent Non-Executive Director

Tan Sri Anthony Francis Fernandes
Non-Independent Non-Executive Director

Tan Sri Asmat bin Kamaludin
Independent Non-Executive Director

Dato' Fam Lee Ee
Non-Independent Non-Executive Director

Encik Ahmad Al Farouk bin Ahmad Kamal
Independent Non-Executive Director

YM Tunku Dato' Mahmood Fawzy bin Tunku Muhiyiddin
Independent Non-Executive Director

13

Mydin currently is a wholesale and retail company in the country.
Previously it is a small shop in Penang and founded in 1940 by Mr. Mydin
Mohamed.
Moved to Kelantan, a wooden shop named Syarikat Mydin Mohamed.
Open new shop in Kuala Terengganu by Dato Hj Amer Ali.
Expand its new operation in Klang Valley at Jalan Masjid India, KL focusing
on wholesale and retail.
Mydin mall in Subang Jaya is the main office and open other branches inside
and outside Klang Valley; known as MYMYDIN, MYDIN BAZAR, etc

VISION
MYDIN is the world’s leading distributor of competitive “Halal” goods

and services.

MISSION
“We aim to be the leading local wholesale & retail company by
providing the best value for money for the best assortment of goods,
by providing service to our customers & by striving for excellence. We
also aim to inspire more Malaysians to open outlets with our own

proven success formula.”

MOTO OF MYDIN

“Hope For The Best and Make Things More Better"

SLOGAN OF MYDIN

Why Pay more? but at wholesale prices!

14

BOARD OF THE DIRECTORS COMPANY







Mydin Mohammed (Chairman)Murad Ali (Executive Director)
Dato' Haji Ameer Ali (Managing Director)
Ahimmat Ali (Executive Director)
Salim Ali (Executive Director)
Datin Dr. Hajah Siti Hawa (Human Resources Director)
Puan Mumtaz (Director)
Puan Nadiya (Director)
Malik Murad Ali (IT Director)
Mirza Murad Ali (Merchandising Director)






15

CIMB Group is a leading KL-headquartered ASEAN universal bank, one of the
largest investment banks in Asia and one of the largest Islamic banks in the
world. As the fifth largest banking group in ASEAN, we have around 36,000
staff in 16 countries across ASEAN, Asia and beyond. CIMB Investment Bank
provides market-leading conventional and Islamic financial advice for a
tailored delivery of banking solutions to their clients.

VISION
To be the leading ASEAN company

MISSION
To provide Islamic universal banking services as a high performing,
institutionalized and integrated company located in ASEAN and key markets
beyond, and to champion the acceleration of ASEAN integration and the

region’s links to the rest of the world.

BUSINESS PROCESS/ACTIVITIES PRODUCT/SERVICES
CIMB Group Holdings Berhad The organization of CIMB gives
(MYX: 1023) is a Malaysian loans, provides insurance, saves
universal bank headquartered in money, and makes transactions
Kuala Lumpur and operating in for customers, companies and
high growth economies in ASEAN. other organizations by using
CIMB Group is an indigenous three main types of banking
ASEAN investment bank. CIMB has system:
over 40,000 employees located in 1. Service at the bank
18 countries, covering ASEAN and 2.Online Banking
major global financial centres, as 3.Mobile Banking.
well as countries in which its
customers have significant DEPARTMENT/UNIT IN CIMB
business and investment dealings.
The group's geographical reach -Sales Divisions
and its products and services are -Products Divisions
complemented by partnerships. Its -Support Divisions
partners include the Principal -International Operations
Financial Group, Bank of Tokyo-
Mitsubishi UFJ, Standard Bank and
Daewoo Securities, among other.

16

ORGANIZATION CHART FOR CIMB
PERSONNEL STAFF FOR CIMB

17

3.0 One system / apps to manage the
personnel / staff in CIMB

BUSINESSHR.ASIA

3.1 Overview

BusinessHR.asia was offering an all-in-one human
resources platform for business customers. With the co-
hosted HReasily, a regional digital human resource
solutions provider, the cloud-based solution has been
created and designed with small and medium-sized
enterprises (SME) in mind. BusinessHR.asia was designed
to automate and simplify human resources tasks suited to
the current working-from-home arrangements. This
platform offers the ability to access and view salary slips as
well as leave balances and employee expense
reimbursements via mobile or desktop. It is a cloud-
based platform for payroll and the HR management
that enables an employer to handle salary
payments, claims status, leave balances, and
smart check-ins from any location at any time.
The organization will save valuable time
and money on repeated administrative
duties with the help of this smooth and
modern platform. Consequently, the staff
will have more time to focus on adding
real value.

18

3.2 Features and Functionally

1.Access, anytime and anywhere – On-the-go updates, claim
status and leave balances instantly updated and available to
employees and managers

2.Cloud-Based Security – Never lose an employee record nor
payroll again. All sensitive human resources data is securely
stored, for as long as business requires.

3.Easy to use – Intuitive Interface for all staff and management
level reports on number of work days and salary slip history
from the first day of employ.

4.Built-In Compliance – Itemised ePayroll with built in auto-
calculators for pro-rated salaries, EPF, Socso, PCB, and EIS
contributions, commission-based and allowance remuneration.

5.Seamless & Digital – Submissions and approvals for leave
application and expense are all done on platform. No more
searching for emails, documents and manual records.

6.Management Reports – Easily view staff leave records and
expense claims by employee and/or department. Make
decision faster with instant information at the fingertips.

3.3 Pictures/Screenshot

19

4.0 One system / apps to manage the
information systems in CIMB

Microsoft Azure

4.1 Overview

Microsoft Azure, formerly known as Windows Azure, is a
Microsoft's public cloud computing platform launched in
February 2010. It provides a range of cloud services, including
compute, analytics, storage and networking. Users can pick
and choose from these services to develop and scale new
applications or run existing applications in the public cloud.
The Azure platform aims to help businesses manage challenges
and meet their organizational goals. It offers tools that support
all industries including e-commerce, finance and a variety of
Fortune 500 companies and is compatible with open-source
technologies. This provides users with the flexibility to use
their preferred tools and technologies. In addition,
Azure offers 4 different forms of cloud computing:
infrastructure as a service (IaaS), platform
as a service (PaaS), software as a service
(SaaS) and serverless. Microsoft charges
for Azure on a pay-as-you-go basis,
meaning subscribers receive a bill each
month that only charges them for the
specific resources they have used.

20

4.2 Features and Functionally

Microsoft Azure products and services including:

Compute. These services enable a user to deploy and manage VMs,
containers and batch jobs, as well as support remote application
access. Compute resources created within the Azure cloud can be
configured with either public IP addresses or private IP addresses,
depending on whether the resource needs to be accessible to the
outside world.
Mobile. These products help developers build cloud applications for
mobile devices, providing notification services, support for back-end
tasks, tools for building application program interfaces (APIs) and
the ability to couple geospatial c
ontext with data.
Web. These services support the development and deployment of
web applications. They also offer features for search, content
delivery, API management, notification and reporting.
Storage. This category of services provides scalable cloud storage
for structured and unstructured data. It also supports big data
projects, persistent storage and archival storage.
Analytics. These services provide distributed analytics and storage,
as well as features for real-time analytics, big data analytics, data
lakes, machine learning (ML), business intelligence (BI), internet of
things (IoT) data streams and data warehousing.
Networking. This group includes virtual networks, dedicated
connections and gateways, as well as services for traffic
management and diagnostics, load balancing, DNS hosting and
network protection against distributed denial-of-service (DDoS)
attacks.

21

Media and content delivery network (CDN). These CDN services
include on-demand streaming, digital rights protection, encoding
and media playback and indexing.
Integration. These are services for server backup, site recovery and
connecting private and public clouds.
Identity. These offerings ensure only authorized users can access
Azure services and help protect encryption keys and other sensitive
information in the cloud. Services include support for Azure Active
Directory and multifactor authentication (MFA).
Internet of things. These services help users capture, monitor and
analyse IoT data from sensors and other devices. Services include
notifications, analytics, monitoring and support for coding and
execution.
DevOps. This group provides project and collaboration tools, such as
Azure DevOps formerly Visual St
udio Team Services that facilitate
DevOps software development processes. It also offers features for
application diagnostics, DevOps tool integrations and test labs for
build tests and experimentation.
Development. These services help application developers share code,
test applications and track potential issues. Azure supports a range
of application programming languages, including JavaScript, Python,
.NET and Node.js. Tools in this category also include support for
Azure DevOps, software development kits (SDKs) and blockchain.
Security. These products provide capabilities to identify and respond
to cloud security threats, as well as manage encryption keys and
other sensitive assets.
Artificial intelligence (AI) and machine learning. This is a wide
range of services that a developer can use to infuse artificial
intelligence, machine learning and cognitive computing capabilities
into applications and data sets.

22

Containers. These services help an enterprise create, register,
orchestrate and manage huge volumes of containers in the Azure cloud,
using common platforms such as Docker and Kubernetes.
Databases. This category includes Database as a Service (DBaaS)
offerings for SQL and NoSQL, as well as other database instances -- such
as Azure Cosmos DB and Azure Database for PostgreSQL. It also includes
Azure SQL Data Warehouse support, caching and hybrid database
integration and migration features. Azure SQL is the platform's flagship
database service. It is a relational database that provides SQL
functionality without the need for deploying a SQL server.
Migration. This suite of tools helps an organization estimate workload
Migration costs and perform the actual migration of workloads from
local data centers to the Azure cloud.
Management and governance. These services provide a range of backup,
recovery, compliance, automation, scheduling and monitoring tools that
can help a cloud administrator man
age an Azure deployment.
Mixed reality. These services are designed to help developers create
content for the Windows Mixed Reality environment.
Blockchain. The Azure Blockchain Service allows you to join a blockchain
consortium or to create your own.

4.3 Picture/Screenshot:

23

5.0 One system/ apps to manage the
system/computer network in the CIMB

Oracle Data Integrator
5.1 Overview

CRM uses mainframe computers as its hardware and uses Oracle
Data Integrator to support it. A widely used data integration
software product, Oracle Data Integrator provides a new
declarative design approach to defining data transformation and
integration processes, resulting in faster and simpler development
and maintenance. Based on a unique E-LT architecture (Extract -
Load Transform), Oracle Data Integrator not only guarantees the
highest level of performance possible for the execution of data
transformation and validation processes but is also the most cost-
effective solution available today. Oracle Data Integrator employs
a powerful declarative design approach to data integration,
which separates the declarative rules from the
implementation details.

Oracle Data Integrator is also based on a unique E-LT
(Extract - Load Transform) architecture which
eliminates the need for a standalone ETL server
and proprietary engine, and instead leverages
the inherent power of your RDBMS engines.
This combination provides the greatest
productivity for both development,
maintenance and the highest performance for
the execution of data transformation and
validation processes.

24

5.2 Features and Functionally

1. Repositories
The central component of the architecture is the Oracle Data Integrator
Repository. It stores configuration information about the IT
infrastructure, metadata of all applications, projects, scenarios and the
execution logs. The architecture of the repository is designed to allow
several separated environments that exchange metadata and scenarios.
The repository also acts as a version control system where objects are
archived and assigned a version number. The Oracle Data Integrator
Repository is composed of one Master Repository and several Work
Repositories. Objects developed or configured through the user
interfaces are stored in one of these repository types.
There is usually only one master repository that stores the following
information:

Security information including u
sers, profiles and rights for the ODI
platform
Topology information including technologies, server definitions,
schemas, contexts, languages and so forth.
Versioned and archived objects.

The work repository is the one that contains actual developed objects.
Several work repositories may coexist in the same ODI installation. A
Work Repository stores information for:

Models, including schema definition, datastores structures and
metadata, fields and columns definitions, data quality constraints,
cross references, data lineage and so forth.
Projects, including business rules, packages, procedures, folders,
Knowledge Modules, variables and so forth.
Scenario execution, including scenarios, scheduling information and
logs.

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2. Run-Time Agent
At design time, developers generate scenarios from the business rules that
they have designed. The code of these scenarios is then retrieved from the
repository by the Run-Time Agent. This agent then connects to the data
servers and orchestrates the code execution on these servers. It retrieves
the return codes and messages for the execution, as well as additional
logging information.

The Java EE Agent can be deployed as a web application and benefit
from the features of an application server.
The Standalone Agent runs in a simple Java Machine and can be
deployed where needed to perform the integration flows.
Both these agents are multi-threaded java programs that support load
balancing and can be distributed across the information system. This agent
holds its own execution schedule which can be defined in Oracle Data
Integrator and can also be called from an external scheduler.
3. Oracle Data Integrator Console.

Business users can have read access to the repository, perform topology
configuration and production operations through a web-based UI called
Oracle Data Integrator Console. This web application can deploy in a Java
EE application server such as Oracle WebLogic. It also managed and
monitor the Java EE and Standalone Agents as well as the ODI Console,
Oracle Data Integrator provides a new plug-in that integrates in Oracle
Fusion Middleware Control Console.

5.3 Picture/Screenshot:

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6.0 Identify and study one (1) system/ apps to
manage the data/database in the CIMB

6.1 Overview

DATABASE MANAGEMENT SYSTEMS (DBMS)

Data is stored, retrieved, and analysed using software called
database management systems (DBMS). Users may create,
read, update, and remove data in databases using a DBMS,
which acts as an interface between them and the databases.

Data may be changed or extracted by users and other
programmes thanks to DBMS, which handle the data, the
database engine, and the database structure. Data security,
data integrity, concurrency, and standard data management
practises are all aided by this.

By using the normalisation database schema design
approach, which divides a large table into smaller tables when
any of its characteristics contain redundant values, DBMS
improves the structure of data. DBMS provide a number of
advantages over conventional file systems, such as flexibility
and a more intricate backup mechanism.

Data models, database distributions, user counts
and other factors can all be used to categorise
database management systems. Relational,
distributed, hierarchical, object-oriented, and
network DBMS software are the most popular
varieties.

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6.2 Features and Functionally

Mission-critical record items are found in databases, which also
contain a broad range of other datasets that expand with the number
of users and have tight logical links with them. In order to guarantee a
high performance level, businesses must continually monitor,
optimize, and upgrade their databases. Performance of databases is
influenced by a number of important factors, such as available
resources, workload, throughput, contention, and optimization. It is
challenging to effectively determine how each of these elements
affects database performance and has a longer-term influence on
application as well as business performance without a database
monitoring tool.

Since MSF (Merginal Standing Facily) offers several products, all data
will be sent in a variety of formats, and each user will have a favourite
reporting format, this will result in twice the effort for each product
user who must extract and convert the data into useful information.
(Laudon, JP., & KC. Laudon 2010). A good practise is to draught an
information policy for the MSF sales division even though there are
numerous CIMB & Banking Acts that govern it, such as the Banking &
Financial Institute Act of 1989 (BAFIA) section 97 on secrecy, the Bank
Negara Malaysia (BNM) GP7 confidentiality, and the CIMB Group Code
of Ethics. More precise principles, prohibitions, and sanctions in the
MSF information policy managing the sharing, dissemination,
acquisition, normalisation, classification, and inventory of information
systems. (Laudon, JP., & KC. Laudon, 2010)

CIMB use Oracle Database and functioning
as :

Data Dictionary Management,
Data Storage Management,
Data Transformation and Presentation,
Security Management,
Multi-User Access Control,
Backup and Recovery Management,
Data Integrity Management,
Database Access Languages and
Application Interface,
Database Communication Interface.

28

6.3 Pictures/Screenshot

29

7.0 Identify and study IT/IS Customer
Support Services (CSS)/ HelpDesk in the
CIMB

7.1 Overview

Customer Relationship Management (CRM)

Customer relationship management software looks at data about
current and future customers to help a company understand the
customer better in hopes of retaining and building customer
relationships. Customer Relationship Management systems
capture the following details to help retailers drive sales and gain
a better understanding of the consumer:
1.Contact Details: Name, email, social media, how customer

learned of company
2.Personal Profile of Customer: Family info, hobbies, group

memberships and associations.
3.Sales history: What have they purchased in the past? How

did they pay for the item? How did they respond to certain
advertisements?
4.Customer Communication: This includes any time a
customer speaks with a company representative.
5.Customer Feedback: Companies typically get feedback by
asking customers to fill out surveys.

And a new generation of CRM goes one

step further:

Built-in intelligence automates

administrative tasks, like data entry and

lead or service case routing, so you can

free up time for more valuable activities.

Automatically generated insights help

you understand your customers better,

even predicting how they will feel and act

so that you can prepare the right

outreach. 30

7.2 Features and Functionally

CIMB targets on lost customer’s trust due to a breach in data and what
they are doing to gain some of that trust back. Although Customer
Relationship Management is critical in understanding the customer
there have been recent cases in which personal customer data has
been breached causing concern industry wide. CRM manage the
information systems in the organization. It is a type of system used in
CIMB to interact better with its customers, clients, and sales prospects,
and usually used by Customer Relationship Management (CRM)
Department of CIMB. CRM uses mainframe computers as its hardware
and uses Oracle Data Integrator to support it.
Oracle Data Integrator is a wide-ranging of data integration platform
which is used to support data extraction, loading, and transformation
process from source system to CRM marketing data mart (Lim, V.,
2013). CRM system in CIMB is used to have a better understanding
towards its customers, identify potential customers through clientele’s
profile recorded in it, and enhance decision making capability based
on customer data and information which are gathered from different
operational CRM systems, for example: Customer Analytics System,
Marketing Analytics System, Sales Analytics System, Service Analytics
System, and Channel Analytics System.

CRM HELPS CIMB IN:

Providing better customer service. By using CRM system, every

CIMB’s employee can be informed well on the needs of customer,

getting continuous feedbacks from customer, improved

responsiveness and helps in building customer loyalty.

Discovering new customers. It helps CIMB identifying new

potential customer by keeping track on the existing clientele’s

profile.

Help Sales Staff Close Deal Faster. It improves quick and efficient

responses to customers.

Make Calls Centres More Efficient. CRM helps CIMB’s staff to deal

with each individual customer depending upon the customer’s

archives available through CRM. The information can be accessed

instantly from anywhere within the company.

Simplify Marketing and Sales Processes. It eases the sales

representatives of CIMB to develop better communication channels

with customers. 31

7.3 Pictures/Screenshot

32

8.0 IT/IS Manual/ Procedure/ Standard in the CIMB

RISKS OF INFORMATION TECHNOLOGY In order to expand our skills for technology risk
management and resiliency, the CIMB Group carried out a significant programme of
employee training, customer education, and technological enhancements in 2019. The
establishment of a specialised Cyber Security Defense Centre and Threat Monitoring &
Intelligence section has further strengthened CIMB's cyber security capabilities.
Regulations and widely accepted technology, process, and management standards
serve as the foundation for our information technology and resilience plans. These
standards include ISO 27001, a management system standard for information security
that was developed by ISO and is regarded as a best practise worldwide for
demonstrating legal compliance and efficient risk management in relation to
information security. CIMB technology architecture was routinely examined in 2019 and
upgraded to enable company growth in growing areas while effectively managing both
internal and external risks, in keeping with the banking industry's growth and the
expansion of the IT infrastructure.

Security Policy in CIMB - have engaged the use of a combination
of authentication, encryption and auditing mechanisms which
serve as a powerful barrier against all forms of system
penetration and abuse there are included :

Secure Sockets Layer (SSL) channel
128-bit encryption
Username and password protection and authentication
Firewalls
Account-locking

CIMB also adopt a variety of monitoring and review measures
upon the security and integrity of our system, which include
but are not limited to:-

Enhanced data-encryption methods
Anti-virus detection, prevention, and protection
procedures
Firewall barriers; and
24/7 surveillance and detection,

33

9.0 Issue and Challenge of IT/IS in CIMB

Securing Information System – The difficulties of data and information
security are encountered by CIMB Marginal Standing Facility (MSF).
More detailed user security procedure rules are required. Currently, CIMB
MSF adheres to the BNM GP7 Code of Ethics and the corporate conduct
policies of the CIMB Group. The Financial Services Modernization Act of
1999, also known as the Gramm-Leach-Billey Act, applies to MSF because
it is a company that offers financial services. But in Malaysia, the central
bank, also known as Bank Negara Malaysia, is in charge of overseeing all
financial institutions.

Malicious Software- Malware will be another hurdle for implementation
of cloud computing as there is no IT department within MSF. All IT issues
and problems will have to be refer to CIMB Group IT. This will cause time
delaying as the problem cannot be solve in-house and need to wait for IT
department action.

Absent of Transaction Processing Systems- MSF lacked TPS, a mechanism
that keeps track of the fundamental business functions of the company,
such as sales of all goods, including personal and information about
customers' ages, annual incomes, and credit card and personal loans
Income, employment, and credit decisions, such as the most common
reason for rejection and the ideal clientele. Executive Support & Decision
Support Systems. Lack of a transaction processing system (TPS) results in
improper management of systems (ESS) to support DCS & ESS,
information systems (MIS). For senior management and middle
management, DCS is helpful in supporting nonroutine decision making.

Database management Systems (DBMS) – As MSF have multiple
products, all data given will be in different formats and all users will
have their own preferred format of reporting thus creating double work
when each product user need to extract and reformat the data into
meaningful information.

FootNote of MSF:

One of the tools proposed by the RBI to assist banks in obtaining liquidity in times

of need is the Marginal Standing Facility, or MSF. In order to ensure the proper

money flow in the economy, the Reserve Bank of India, or RBI, has a number of such

measures at its disposal. The MSF, or marginal standing facility, is one of the key

tools the RBI introduced. 34

10. Recommendation and Conclusion

Among the issues and challenges face by CIMB need to
have a more specific users security procedures guidelines
for prevent get any threat and security issues. This for
made sure CIMB can bargaining power of customers, threat
of substitute product give new entrant into the industry
contribution to competition in the banking industry.

Other than that, CIMB required to hired or collaborate with
IT professionals to develop systems that are need in CIMB
systems to improve the convenience system and train all
the employees to make people get a clear idea about online
banking. If businesses in Malaysia's financial sector can be
creative in discovering additional sources of energy supply
rather than relying primarily on ECG as a primary supplier,
they will gain a competitive advantage. Energy cost
savings can be used to cut prices and improve customer
service, giving businesses a competitive edge. Due to
industry competitiveness for new products and services,
businesses in Malaysia's banking sector must invest in new
product development. The competitive edge that businesses
in the sector need may be the capacity to create radical
product breakthroughs that address existing client
problems.

35

In conclusion, The Information System is the most crucial
element of CIMB because it serves as the foundation for all
of the bank's operations. For instance, information systems
manage ATMs, credit cards, and electronic data that is kept
on computers. In CIMB, I.S. is used to support daily business
operations and decision-making. Additionally, I.S runs the
bank's office management, business collaboration, and
transaction processing systems. I.S. Thereby has control over
all of CIMB's infrastructure, staff, software, and hardware.

The usage of a data warehouse for information processing
has more advantages:

Large cost reductions
Time savings
Productivity increases, and chances for process re-
engineering
Data is readily available and may be processed and
manipulated without taking a lot of time.
Faster decisions can be made while having confidence in
the accuracy and time relevance of the data.
A management information system can integrate
information and store it in categories that are important
to a successful business.

This show that CIMB should take more cimb should prioritize
on information system for enchance business production in
CIMB.

36

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