Computerworld Malaysia July/August 2013

Malaysia enhances quality of service 7 Pos with track and trace solution.

PP7687/08/2013 (032583)

Inside News 2 LG Optimus Range to be Distributed in Malaysia

by Brightstar 3 Malaysian ICT Initiative Records Double-digit Growth 4 Five MVNOs Expected from U Mobile, Enabling Asia Deal 5 First Phase of eKelas is a Success: Maxis 6 Mobility a Top IT Priority: Study 8 Impending Web-based Attacks Need Attention 9 Country’s First Chrome Lab: Yes, Eduspec

Storage and Networking 10 First Malaysian Public Cloud Provider to Receive ISO 27001: VADS 10 i-Tech’s ‘Green’ Data Centre Uses Juniper Solutions 14 Barracuda Triples Free Cloud Storage

Customer Care Awards 18 Introduction 19 Congratulations to the Winners 20 Listings and Metrics

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SDN will disrupt the networking 12 How landscape.

The Voice of I.T. Management

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July–August 2013

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(From left) Steve Kim, Country Sales Manager (Korea) LG Electronics; Eric Goh, Brand Director of Brightstar Malaysia, flanked by models showcasing the LG Optimus smartphones.

Computerworld Malaysia July–August 2013 www.computerworld.com.my

LG Optimus Range to be Distributed in Malaysia

by Brightstar LG has an amazing product roadmap, says Brightstar Malaysia.

By AvantiKumar

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ince May 2013, LG Electronics’ range of advanced Optimus smartphones have been distributed nationally by Brightstar Malaysia, said the South Korean electronics firm.

Brightstar Malaysia brand director Eric Goh said the LG Optimus G, Optimus L9 and Optimus L5 II devices, available to major smartphone retailers in the country, featured the latest Android operating system and Google app functionality along with high definition in displays in a sleek design.

Under the agreement, Brightstar will be responsible for demand planning, supply balancing and marketing solutions, said Goh. “LG has strong brand value with an amazing product roadmap,” he

said. “We are excited to bring the latest in mobile innovation from LG to Malaysian consumers and also play our part in promoting LG as a leading smartphone brand in the country.”

Favourable Reviews “LG continues to develop the most advanced UX [user experience] in order to provide unrivalled intelligent features designed to take maximum advantage of superior hardware in this era of LTE technology and large, high-resolution displays,” said LG Electronics country sales manager (Korea), Steve Kim. “We are pleased to partner with Brightstar in Malaysia. Its nation-wide network will allow us to increase availability of our most in-demand Optimus smartphones to consumers here.”

Kim said the flagship model

LG Optimus G has received a number of awards and favourable reviews due to its display, and advanced 4G LTE (long term evolution). The Optimus G was the first smartphone in the world to employ Qualcomm’s powerful Snapdragon S4 Pro Quad-Core processor.

LG Optimus L9 s designed around five primary aesthetic elements: “Modern square style for comfortable grip, floating mass technology for a slimmer look, seamless layout for a more intuitive arrangement of keys, harmonised design contrast using metallic accents and sensuous slim shape

that naturally draws the user’s attention.”

The Optimus L5 II is a 3G phone powered by Android’s latest operating system, Jelly Bean 4.1.2, with Quick Button, which allows users to customise the Hotkey to launch various functions such as QuickMemo, camera, Internet, music or any other app. Quick Button is a versatile feature that eliminates the need for tapping repetitively through menus.

IBM’s International Volunteers in Malacca IBM’s ninth Corporate Service Corps assignment includes working with Malacca’s state health department.

By AvantiKumar

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team of international volunteers from technology solutions giant IBM have started work on projects in Malacca, Malaysia, which will help local organisations from various

industries to grow into the global market. IBM Malaysia managing director Paul Moung said IBM Corporate Service Corps’ ninth assignment has started in Malacca (Melaka in Malay).

The 12 volunteers who come from Germany,

would develop Hungary, Italy, Mexico, a content and Austria, France, India, communication United States and strategy and system Canada are working in to better engage four sub-teams for youths in the state. one month.

In addition, the project The projects with UTeM will help will involve CSC Melaka IBM to develop a strategic the Malacca international Paul Moung, Managing Director, plan for the faculty State Health volunteers IBM Malaysia.

ICT programme for Department, the next five years.

Malaysian Health Promotion “The CSC programme combines Board (MySihat), Universiti the tenets of transformational Teknikal Malaysia Melaka (UTeM) leadership, value-based culture, and the World Youth Foundation, and a global mindset that Malaysian said Moung. “Working with the organisations are seeking to Malacca State Health Department, embrace in order to achieve their the team will help develop a aspirations of becoming successful strategic blueprint to enhance the global players,” said Moung. engagement of stakeholders, as well “We believe that through as the planning and management programmes such as the CSC, capability of the department.” we can help organisations reach, Strategic Plan benefit, and make a difference in Meanwhile, for the Malaysian Health the communities and environment Promotion Board (MySihat) project, they operate in.” the team will review the Smoke Free Since the IBM CSC programme Melaka Strategic Plan 2010-2015 and started in 2008, more than 80 IBM develop an integrated action plan to volunteers have been involved help the state achieve international across Malaysia in Penang, Johor, recognition from the World Health Kota Kinabalu, Kuching and Organisation as a smoke free state.

Kuantan to support a broad range Moung said the team working of business, non-government and with the World Youth Foundation government organisations.

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Computerworld Malaysia July–August 2013 www.computerworld.com.my

Datuk Badlisham Ghazali, Chief Executive Officer, MDeC.

Malaysian ICT Initiative Records Double-digit Growth

ICT agency MDeC says 2012 was another very good year for the MSC Malaysia national ICT programme.

By AvantiKumar

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alaysia’s Multimedia Development Corporation (MDeC) said the national ICT programme, MSC Malaysia, recorded double-digit growth in export sales and GDP contribution in 2012, exceeding the previous year, which was its best year.

MDeC chief executive officer Datuk Badlisham Ghazali said in 2012, MSC (Multimedia Supercorridor) Malaysia revenue came in at RM33.53 billion (US$10.94 billion), which was an increase of 5.7 percent from 2011, while exports grew to RM11.6 billion (US$3.78 billion), which reflected a 14 percent rise from the previous year. This resulted in MSC Malaysia’s contribution to gross domestic product (GDP) standing at RM11.3 billion (US$3.69 billion), recording a significant double digit growth of 18 percent from 2011.

Jobs Created Badlisham said 9,700 jobs were created in 2012, which represented a 28 percent growth over 2011 bringing the total number of jobs created since inception to 128,850.

“2012 was another very good year for MDeC with growth across the board,” he said. “This is especially significant when you consider that

2011 had been our best year ever.”

Badlisham said the InfoTech Cluster accounted for 44 percent of the total revenue of MSC Malaysia Status companies amounting to RM14.66 billion (US$4.78 billion), while the Shared Services and Outsourcing (SSO) cluster saw 31 percent revenue, which amounted to RM10.45 billion (US$3.41 billion).

This was followed by the Creative Multimedia cluster and Institutions of Higher Leaning (IHLs) and Incubators, which generated revenues of RM6.99 billion (US$2.28 billion) (21 percent) and RM1.44 billion (US$469.7 million) (4 percent) respectively.

Investments also recorded steady growth coming in at RM2.92 billion (US$952.2 million), which represented a 17 percent increase over 2011. In terms of distribution, 76 percent of this was Domestic Direct Investment (DDI) while 24 percent was Foreign Direct Investment (FDI), he added.

Seventy-one percent of total investments in 2012 were driven by the Infotech cluster amounting to RM2.1 billion [US$685 million] while the Shared Services and Outsourcing (SSO) cluster constituted 17 percent of total investment translating into RM0.5 billion (US$163 million). The Creative Multimedia cluster on the other hand represented 12 percent of

the investment which amounted to RM0.34 billion (US$111 million).

Confident in Coming Year Badlisham said the Shared Services & Outsourcing Cluster led job creation in 2012 with 7,388 new jobs, accounting for 76 percent of total new jobs, followed by the Creative Multimedia Cluster which contributed 19.4 percent or 1,887 new jobs, while IHLs and Incubators accounted for 7.9 percent with 766 new jobs.

“The strong performance in 2012 can be attributed to several factors including MSC Malaysia’s strategy of continuing to look at key emerging Southeast Asian markets, improving market access, acceleration of channel development programmes and the formation of new go-tomarket stacks that offered flexible product portfolios, thus meeting industry demands,” he said.

“In addition, MSC Malaysia’s sustained attractiveness as a destination for Knowledge Process Outsourcing (KPO) has also contributed to the positive growth.

Our strategic move to enhance the delivery capability of our companies from pure play Business Process Outsourcing (BPO) services to KPO and now integrated solutions in specific verticals such as Finance and Accounting and Oil and Gas has resulted in a clear competitive advantage,” he added.

Badlisham said the adoption of cloud computing in the country along with increasing focus on customer-centricity in regional markets through the Channel Development (or ‘superbuyers’) and Solution Stacking growth strategies should continue to speed up growth.

“MDeC is confident of continued growth and believes that there will be even more opportunities in the coming year,” he said. “We feel that MSC Malaysia will continue on this growth trajectory as more companies venture out to seize the opportunities that are mushrooming in the region while our firm footing in the SSO sector will mean more high value jobs and strategic investments, both local and international.”

Cyberoam Expands Leadership Team Global network security appliances provider responds to growing UTM market with the appointment of a new channels lead for Malaysia.

By AvantiKumar

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lobal network security appliances firm Cyberoam has expanded its leadership team in Malaysia to take advantage of the growing unified threat management (UTM) market both in the country and the region.

Cyberoam senior manager, Asia Pacific, Amar Mehta said Pauline Jacintha’s new appointment as Malaysia channel manager involved driving the growth of the regional market as well as managing customer support. “We are delighted

to have Ms Jacintha in Cyberoam family,” said Mehta.

Highly Motivated “She will play a significant role in driving key initiatives and programmes with channel partners to speed up the adoption of Cyberoam security, enhance partner capabilities and drive market demand by forging synergies with new and existing customers,” said Mehta. “We are sure that with her successful track record she will fit the bill perfectly and will fulfill the growth goals of Cyberoam.”

“The channel community in Malaysia is highly motivated and marching towards an accelerated growth,” said Jacintha. “With a strong and differentiated product such as Cyberoam, all we need is to collaborate better with partners and create powerful Pauline Jacintha, end customer demand Channel Manager, Cyberoam Malaysia. making Cyberoam the most preferred security solution in the process.”

Cyberoam has presence in Jacintha has experience in more than 125 countries and developing partner networks and its security expertise includes sales and has worked with leading providing UTM solutions.

ICT companies in Malaysia.

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Computerworld Malaysia July–August 2013 www.computerworld.com.my Models show new Buzz Me prepaid cards in Malaysia.

Five MVNOs Expected from U Mobile, Enabling Asia Deal

According to Enabling Asia, it is the first mobile virtual network aggregator in the region.

By AvantiKumar

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partnership between Malaysian firms, U Mobile and Enabling Asia, intends to form five mobile virtual network operator brands within 12 months.

According to Enabling Asia (EA), which said it is the first mobile virtual network aggregator (MVNA) in Asia, it will offer licensing, billing, call centre and technical services to the brands to help get to market efficiently.

During the announcement, local telco U Mobile chief executive officer Jaffa Sany Ariffin said U Mobile would provide exclusive network connectivity in Malaysia to EA, which launched its own prepaid mobile services called Buzz Me with the prefix 011-34.

“We are glad to be partnering EA in this mutually beneficial collaboration, which will strengthen our position in the competitive mobile industry by penetrating into the target market segments through MVNOs [Mobile Virtual Network Operators],” said Ariffin. “With EA’s expertise in the mobile industry along with our state-of-the-art network infrastructure, customers and brands will be able to start dynamic and high quality MVNO services to benefit consumers.”

“Being an emerging telco, it is timely for U Mobile to venture into the MVNO arena, enabling more consumers to enjoy our 3G high speed Internet access. This will also help build our business and gradually increase our market share and overall revenue of the company,” he said.

First in Asia “We are delighted to be the first in Asia to offer companies the opportunity to revolutionise their business model. Brands with their own branded mobile services are able to generate sustainable and additional revenue by connecting directly with their consumers,” said EA chief executive officer, Loke Yee Siong.

“With EA, brands can launch

their mobile services speedily and easily; in less than 90 days, and at lower cost than trying to do this with the telcos,” said Loke, pointing to successful MVNOs such as Tesco Mobile and Ikea Family in the UK, and 7-Connect by 7 Eleven in Singapore. “[In addition] we are confident of launching mobile services for five brands within 12 months,” he said.

“We are in talks with companies which are impressed with the proven model overseas where Mobile Virtual Network Operators or MVNOs are prevalent and profitable.”

MVNO Revenues Loke cited consultant Ovum’s report (Global MVNO Outlook 2010-2015) that expected global MVNO revenues

to be reach US$9.5 billion by 2015, which included MVNO revenue in Asia Pacific at US$980 million and Malaysia, US$65 million.

“Launching your own branded mobile services or MNVOs enables you to communicate with your customers directly,” he said. “With a custom branded mobile offering, you can optimise your marketing and distribution channels, as well as reward your customers through exclusive offers.”

“The MVNO solution we offer provides customers with loyalty benefits, earned simply by talking and spending at outlets,” said Loke.

“For every ringgit spent on mobile services, consumers will receive 20 percent or 20 sen back as reward points. This is the best mobile reward plan in Malaysia.”

“These points have no expiry dates and can be used at the brands’ outlets and our M8 marketplace loyalty website which offers the latest gadgets and exclusive deals,” he said, adding that Buzz Me customers would receive the 20 percent in the form of reward points that could be used at M8 loyalty website.

“We have invested RM20 million [US$6.52 million] to provide the necessary infrastructure and hosted systems, and expect to invest another RM5 million [US$1.62 million] next year,” said Loke.

EA’s customers have access to more than 10,000 distribution channels nationwide including convenience stores, petrol marts, pharmacies, hypermarkets and mobile phone dealers.

Companies to Benefit from Convergence of Two Technologies

Compuware’s new APMaaS platform is the result of the merging of PurePath from dynaTrace and the Gomez Performance Network into a single cloud-based environment.

By AvantiKumar

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ompuware’s APMaaS platform will provide a single cloudbased environment that will help Malaysian organisations to deal with user and business demands, said the technology performance firm.

“Malaysia now ranks 13th out of the 24 economies worldwide in terms of cloud computing utilisation, causing IT organisations to be squeezed between mounting complexity, increased user and business demand, and the manpower and funding to keep up,” said Compuware regional director ASEAN, Koh Eng Kiong.

“Now, thanks to the convergence

of two of our key industryleading technologies-PurePath from dynaTrace and the Gomez Performance Network-into a single cloud-based environment, customers now have a complete, on-demand solution for application performance management from the user perspective,” said Koh. The company’s APMaaS (Application Performance Management as a service) platform is designed to create a powerful UEM (user experience management) solution, he said.

Unified Perspective The solution includes real-user, synthetic, third-party service

monitoring, business impact analysis and is the only solution that helps organisations to optimise user experience, manage performance, availability and service levels from a unified real-user and Koh Eng Kiong, Regional synthetic perspective, all Director ASEAN, within a single on-demand Compuware. monitoring together into a platform, he added. single platform to quickly Web platform provider understand what, where and how, for small businesses Go Daddy’s users are impacted by performance lead performance engineer, Marcel problems,” said Verkerk. “It allows Verkerk, said: “Go Daddy uses Go Daddy to address these issues Compuware APM to manage the quicker according to business performance and availability of its impact, which ultimately leads to a most important applications.” better, more responsive experience “Now with Compuware APMaaS, for our customers every time they we are able to bring next-generation use our applications.” real user monitoring and synthetic

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Raimi Ridzuan from SMK Cyberjaya demonstrating the Maxis eKelas service to YBhg Tan Sri Abd Ghafar Mahmud, Director General of the Ministry of Education (centre) and YM Raja Tan Sri Dato’ Seri Arshad Raja Tun Uda, Chairman of Maxis Berhad (extreme right).

Computerworld Malaysia July–August 2013 www.computerworld.com.my

First Phase of eKelas is a Success: Maxis Malaysian Education Ministry and Maxis initiative to promote ICT learning is now ready for national deployment.

By AvantiKumar

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partnership between the Malaysian Ministry of Education and telco Maxis to increase ICT usage in schools through creative learning has completed its first milestone as 30 selected secondary schools have completed the eKelas pioneer programme.

Maxis chairman YM Raja Tan Sri Dato’ Seri Arshad Raja Tun Uda said the 900 students and 120 teachers from the 30 schools are among the first to use an interactive online learning service that was launched in 2012.

Maxis and the Ministry of Education (MOE) will now move to a national rollout of the free eKelas service to all 2,300 public secondary schools beginning this June.

“Having seen the impact this programme has had on the schools, we are excited to provide this service to the rest of the public secondary schools in Malaysia with the hope that they too will benefit from this innovative learning service,” said Sri Arshad.

“We believe that Maxis eKelas will provide students with an experiential

and exploratory method of learning which will make a difference in how they approach their day-today studies. With this initiative, we are also pleased to support the government’s efforts in capacity building, helping to develop a future society that is technologically literate, dynamic and innovative through ICT learning,” he said.

The Maxis eKelas programme is a result of a 2011 smart partnership between Maxis and the MOE to support the government’s continuous initiative to increase ICT usage in schools through creative learning.

Smart School Agenda “The Ministry of Education gives a strong focus on the Smart School

Fake Printing Supplies Seized The seizure of more than 2,000 counterfeit printing supplies is another success that helps protect customers, says HP Malaysia

By AvantiKumar

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ore than 2,000 counterfeit toner cartridges and 80 fake toner cartridges, worth more than RM540,000 (US$181,300), have been seized by Malaysian law enforcement officials though no arrests have yet been made, according to technology solutions giant HP. There is an ongoing investigation “to identify the entity’s downstream customers, upstream suppliers and any related facilities is underway,” according to a statement by HP in early May. A counterfeit product is one that looks identical to the genuine or original product and often contains refilled cartridges with inferior inks and toners.

“HP appreciates the commitment and support of the Malaysian authorities in protecting consumers and businesses against the illegal actions of counterfeiters, who

deceive customers into thinking they are buying genuine goods,” said HP Asia Pacific and Japan’s anticounterfeit manager, Printing and Personal Systems, Jimmy Kwok.

Counterfeit print cartridges run several risks, ranging from substandard print quality to printer downtime due to damage by inferior counterfeit supplies,” said Jimmy Kwok, anti-counterfeit manager, Printing and Personal Systems, HP Asia Pacific and Japan. “We will continue to work closely with the local authorities to combat the fraudulent manufacture, distribution and sale of counterfeit HP supplies products and protect our customers.”

“The diligence of the HP anticounterfeiting programme in the Asia Pacific region has resulted in law enforcement agencies successfully confiscating more than 25 million units of counterfeit cartridges and components in the last four years,” said Kwok.

agenda as it helps in expanding access to quality and affordable education to all Malaysians,” said the MOE’s director general, YBhg Tan Sri Abd Ghafar Mahmud. “The provision of Maxis eKelas as a free service to all secondary schools nationwide is a noble effort from Maxis in contributing to national education, which is part of their Corporate Responsibility initiatives.”

In the eKelas pioneer programme, students and teachers from the selected schools were given online learning tools to encourage knowledge acquisition through adaptive, experimental, experiential and relevant real world scenarios.

“I believe that through activities such as the Maxis eKelas Challenge, we can reach six of the students’ aspirational goals which are knowledge, thinking skills, leadership skills, bilingual skills, ethics, spirituality and national identity,” said Abd Ghafar. “Students need to realise that they should participate in activities such as this competition as it helps foster excellence and therefore puts our young generation on equal or higher level with those in developed countries.”

Some of the seized counterfeit printing supplies.

“On a global level, HP maintains an aggressive approach to anti-counterfeiting and has conducted more than 4,600 investigations in 88 countries over the last four years. This activity has resulted in the seizure of more than 36 million units of counterfeit printing cartridges and components worldwide over the same period,” he said.

State-of-the-art Tech As part of its global anticounterfeiting programme, HP uses state-of-the-art technology in its products and cartridge packaging to help customers identify fraudulent supplies.

All HP cartridge packaging in the Asia Pacific region displays a security seal with colour shifting technology that helps customers easily identify Original HP supplies.

To visually verify that the label is valid, customers should tilt the box

front to back to see “OK” and a tick mark move in opposite directions.

When the box is titled right to left, they should see “OK” and a tick move in the same direction.

HP has also introduced security seals with QR codes, allowing for Mobile Authentication with the QR code reader on customers’ mobile device. Customers can learn more about how to use this security seal as well as other best practices to avoid purchasing counterfeit cartridges at HP’s webpage - /apac/nofakes.

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Nigel Tan, Symantec’s Director for Systems Engineering in Malaysia.

Mobility a Top IT Priority: Study Symantec’s latest Mobility Survey suggests that ‘Innovators’ win significant benefits over traditional organisations by embracing mobility.

By AvantiKumar

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obility has shifted upwards in the Malaysian IT industry’s list of priorities, according to security solutions firm Symantec’s 2013 State of Mobility survey, which also finds that two types of organisations, ‘Innovators’ and ‘Traditionals’, have emerged.

Globally, 84 percent of innovators are moving ahead with mobility, motivated by business drivers, and are realising significant benefits while traditional organisations are adopting mobility more slowly and reactively and seeing fewer benefits, said Symantec’s director for Systems Engineering in Malaysia, Nigel Tan. “Mobility has evolved into one of IT’s top priorities in Malaysia,” he said. “Today, more and more Malaysian organisations view mobility as a tool to improve productivity and innovators in particular, feel that the benefits outweigh the risks. Organisations taking a proactive approach benefit much more than those that put it off until they eventually find themselves trying to catch up to the competition.”

Tan said survey findings showed that in Malaysia, 65 percent considered business drivers to be important while 75 percent felt that user demand was important. “Twothirds of innovators say the benefits of mobility outweigh the risks but

three quarters of the traditionals feel that the reverse is true.”

“That the two groups see the benefits and risks of mobility differently is also reflected in the rate of mobility adoption,” he said. “Among innovators globally, 66 percent say the benefits are worth the risks, while 74 percent of traditional businesses feel the risks are not worth it.”

Gains Outweigh Risks “In Malaysia, which consists of both innovators and traditionals, 38 percent felt that the benefits outweighed the risks,” said Tan. “This is reflected in the rate of mobility adoption, with 50 percent more employees using smartphones among innovators than among traditionals.

Globally, more than half (55 percent) are also taking control of purchasing phones for employees, compared to 44 percent of traditionals. Malaysia tracked more closely with traditionals here with 47 percent doing so.

Innovative mobile adopters go beyond the purchase of mobile devices, he said. “They also more often have mobility policies, and they are twice as likely to use technology to enforce their policies (60 percent in the innovators as opposed to 33 percent among traditional globally).”

“Malaysian organisations sway towards the ‘innovator’ mentality with 61 percent using technology to enforce mobile policies,” said Tan. “In addition, innovators are more likely to use mobile devices for running business apps, and in Malaysia, 83 percent are discussing deploying private app stores for employees as opposed to just 55 percent in the case of traditional organisations.”

Symantec’s 2013 State of Mobility Survey represents the experiences of 3,236 businesses, from 29 countries.

Respondents were the individuals in charge of computing—either senior staff in the case of enterprises, or often an employee with technical aptitude among SMBs (small and medium businesses). Responses came from companies with a range of five to more than 5,000 employees. The survey focuses on 150 organisations from Malaysia and compares those results to the global results for what are classified as “Traditionals” and “Innovators”.

Three Key Benefits Tan said innovators experience more costs associated with it. “They averaged twice as many mobile incidents during the last year, such

Computerworld Malaysia July–August 2013 www.computerworld.com.my

as lost devices and data breaches, leading to consequences such as regulatory fines and lost revenue.”

However, he said, the innovators also experienced far more benefits, in three key areas: - Increased productivity, speed and agility - Improvements in brand value, customer happiness and overall competitiveness - Happier employees and improved recruiting and retention rates “Most importantly, however, the innovators are experiencing nearly 50 percent higher revenue growth than traditionals (44 percent versus 30 percent) globally. Organisations in Malaysia show an average of 40 percent revenue growth. All things considered, businesses perceive net positive results with mobility,” said Tan, adding that the survey underpinned the positive results mobility can have on the business if managed correctly.

“Good practice includes embracing mobility while being cautious,” he said. “Organisations should take a proactive approach and carefully plan an effective mobile implementation strategy.”

“Start with the apps with greatest productivity benefits for employees,” said Tan. “One of the best ways to get started with mobility is to implement mobile apps that will have an immediate impact on the business.

Learn from the innovators—get the benefits while minimising the risks.

The key is to be aware of the risks associated with mobility such as information loss, and to follow the example of the innovators.”.

PIKOM Continues Call for Single ICT Ministry The National ICT Association of Malaysia generally welcomes the new cabinet lineup announced by the re-elected Prime Minister following the 13th general elections in the country.

By AvantiKumar

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he National ICT Association of Malaysia, PIKOM, has welcomed the new cabinet announced by Prime Minister Dato’ Sri Mohd Najib Tun Razak following the recent general elections though it has continued to call for a single ministry to guide the ICT industry in the country.

PIKOM chairman Woon Tai Hai said in a media statement that “PIKOM views positively the restructuring of the Communications and Multimedia Ministry. We continue to look forward to a single ministry that will place IT and Communications under a single ministry as there

was significant overlap between the Ministry of Science, Technology and Innovation and the Ministry of Information, Communications and Culture in the previous Cabinet.”

“We look forward to building a closer rapport and collaboration with Datuk Dr Ewon Ebin, incoming Minister of Science, Technology and Innovation and Dato’ Seri Ahmed Shabery Cheek, incoming Minister of Communications and Multimedia,” said Woon, who added that the new cabinet line up was a mix of “experience and new blood with an injection of technocrats and professionals that will serve as the executive arm of government for the next five years.”

“We would also like to express

our sincere thanks and gratitude to Ministry of Science, Technology and Innovation, especially outgoing Minister Dato’ Seri Dr Maximus

Vigour and Enthusiasm Johnity Ongkili and Deputy Minister Datuk Fadillah Yusof, whose support and dedication to the development of the ICT industry are unparalleled,” he said. “As they take on new responsibilities within the Cabinet, I am sure they will bring the same vigour and enthusiasm to bear. We wish them well in their endeavours in their respective ministries.”

As the industry body representing the ICT sector, PIKOM looks forward to closer interaction with the new Cabinet, said Woon,

Woon Tai Hai, Chairman, PIKOM [National ICT Association of Malaysia]

adding that PIKOM would continue to champion the local ICT industry to play its part in transforming Malaysia into a developed nation by 2020 with the industry association’s five-year-plan and blueprint.

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Computerworld Malaysia July–August 2013 www.computerworld.com.my

PosLaju Chooses Motorola for ‘Track and Trace’ National postal service Pos Malaysia’s courier and express mail arm PosLaju’s COO of supply chain solutions outlines how this project has helped to enhance the quality of service to customers.

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stablished in 1986, PosLaju provides a domestic courier and express mail service for the national postal service, Pos Malaysia Berhad. Recently, it upgraded its ‘track and trace’ service to provide real time information, implemented by communications solutions provider Motorola Solutions. Pos Laju’s supply chain solutions’ chief operating officer, Tuan Haji Nor Azizan Tarja, spoke briefly to Computerworld Malaysia of some of the enhancements delivered by this upgrade.

What were some of operational objectives that drove this project?

We wanted a track and trace solution that enabled visibility the moment the packages are on the road and outside courier offices.

For this, the batch model was used, where the synchronisation of data is done once a day when the couriers return to the office, and dock the mobile computers into the cradle. We use advanced data capture technologies such as labels and barcodes to capture, track and manage key information to and from the different delivery points.

Once a package is received by PosLaju, its barcode label which is pre-printed on the consignment note is scanned. The package is scanned again just before delivery to the recipient. The use of barcodes provides distinctive package identification as each has a unique number or identifier. We had the support of Motorola’s local partner to resolve technical issues on using the mobile computers.

In terms of business, we are committed to constantly explore new ways and means to raise our bar of service quality even while addressing our internal agenda to drive greater efficiency. Customer feedback is also critical to us. As a result we felt that we should provide our customers with access to real-time information on our courier deliveries and address any potential customer dissatisfaction that may arise in this area.

Besides, it would deliver added benefits to the management giving them the ability to take quick decisions based on real time information. Therefore, we sought to implement a track and trace system that would provide end-to-end and detailed visibility on the deliveries, across countries and modes of

transport, in a single integrated track and trace view.

We follow a very stringent selection process at PosLaju, including rigorous testing and evaluating the all-round value that a company PosLaju staff has to offer. We in action looked at several leading brands and solution providers in the market before deciding in favour of Motorola Solutions. What they offered was proven technology, a satisfied customer base that included many from the world’s leading brands, innovative and durable mobility products that ensure investment assurance, strong local partner support and clear experience and understanding of our mobility needs.

We chose to roll out Motorola Solutions’ MC3000 series of durable mobile computers for use by PosLaju couriers. Implementation started in 2007 and we worked with Motorola Premier Business Partner Grand-Flo Spritvest (then known as Spritvest), and jointly developed the frontend application for the Motorola Solutions MC3000 series mobile computers as part of the track and trace system for PosLaju.

Could you compare the before and after difference this implementation has made and outline some of the business benefits it has delivered?

In terms of productivity, the mobile computers from Motorola Solutions have surely enabled our mobile workforce to achieve higher productivity levels, be it in the field, at the post offices or for checking orders. With this hand-held mobile computer, our mobile workforce is able to perform rapid scanning of packages, and keep track of deliveries accurately. The compact form factor combined with a clear visual display and extended battery life ultimately boost employee productivity.

Due to the multi function capabilities of the MC3000 series and the mobility applications, many of the earlier manual processes have now been integrated into a single seamless automated process, saving our workers a lot of effort and time. Even small details such as the

rotating head configuration of the laser reader is small, lightweight and durable, making it ideal to use and further complements PosLaju’s track and trace application, which requires accurate data capture and high performance computing.

It is ideal for the company’s scan-intensive environments where there are high mail volumes and the data capture has to be done fast and be error free, even while ensuring maximum comfort for the users throughout their shift.

Access to near real-time information is also a key benefit with this mobile track and trace solution. The solution includes a tracing and tracking system that allows PosLaju couriers to plan the most optimum routes to their delivery destinations. Customers can also track their deliveries online and know their exact location at any given point in time. This added visibility gives our customers a sense of control and leads to higher levels of customer satisfaction.

Using bar codes for data capture and tracking is a quick and efficient way to track and trace and the Motorola Solutions mobile computers are capable of reading bar codes accurately and fast even when bar codes are damaged or in poor quality. The MC3000 series has provided PosLaju with an effective way to quickly deploy supply chain track and trace.

Post-implementation support is also important, as courier operations are business critical.

We are supported by Motorola Solutions’ local partner for timely resolution of issues with the devices and as protection of our investment,

Motorola Solutions offers service coverage, which provides quick turnaround response time and repair and service.

The implementation of our track and trace system offers a number of business benefits - greater operational efficiency, greater visibility to our deliveries and even better customer satisfaction. This is trailed through our Customer Satisfaction Index (CSI), the results of which we are not in the liberty to share with external parties.

As testament to the quality of our track and trace system, Pos Malaysia Berhad won the MSC Malaysia Asia Pacific ICT 2009 Award, in the Best in e-Logistics category for their development of the Pos Integrated Track and Trace Information System.

What were some features of the solution that you felt were not right for your company and which did you customise or localise? How did you get staff to adapt to the new solution?

From the outset we knew what we wanted and therefore we looked for a company which had the required all round expertise. Motorola Solutions fit the bill, given their broad portfolio of reliable products, applications and services, with innovative solutions to address different needs of various industries.

With impressive references, a track record of implementations of customised solutions and trusted local partners, they had understood our business needs before proposing the right customised solution for PosLaju that was easily integrated and adapted to our existing operations while adding value and benefits.

We prepared the staff with a flow of communications that was cascaded down through middle management and the supervisory level, which embraced the “Train the Trainer” methodology.

Actually, we often communicate PosLaju’s business objectives to our employees and where required technical training and refresher courses are provided to our employees to uphold excellence in our service.

What is your overall goal and what are the next steps?

Our focus is of course on service excellence. As such, we constantly invest in identifying, evaluating and optimising resources in Continued on page 9

8

News

Computerworld Malaysia July–August 2013 www.computerworld.com.my

Impending Web-based Attacks Need Attention The Malaysia cut of Microsoft’s latest security intelligence report shows malware rates are down but there is an impending threat of Web-based attacks that needs immediate attention, says Microsoft Trustworthy Computing’s Tim Rains.

By AvantiKumar

T

he Malaysia cuts of technology solutions giant Microsoft Trustworthy Computing’s security intelligence report from July to December 2012 shows that while malware rates show a downward trend, there is an expected surge of Web-based attacks.

During an interview in Kuala Lumpur in mid-May, Microsoft Trustworthy Computing (TwC) director, product management, Tim Rains said volume 14 of Microsoft Security Intelligence Report (SIRv14), which examines intelligence from more than one billion systems in more than 100 countries, confirms that Web based attacks are on the rise around the world.

“Globally, the proportion of Conficker and Autorun threats reported by enterprise computers each decreased by 37 percent from 2011 to the second half of 2012,” said Rains. “Seven of the top 10 threats affecting enterprises were associated

with malicious or compromised websites in the second half of 2012: for example, the miscellaneous Trojan—IframeRef—has increased fivefold in the fourth quarter of 2012 and has been detected nearly 3.3 million times.”

“A Web-based attack such as IframeRef work in three stages: attackers first build automated systems to probe websites in order to identify and infect vulnerable servers; secondly, a compromised server will host a small apparently benign piece of code that redirects the victim through a chain to an infected website that will infect the victim’s computer system through malicious pages,” he said.

Rains said that a machine could be exposed to websites containing IframeRef through social engineering (tricking people into clicking on links in emails or malicious websites) or by mistyped URLS (cyber criminals will set up sites with common misspellings), or by unknowingly visiting a

Intel Announces Dual Country Manager

Prakash Mallya is now country manager, sales & marketing, for Intel in Singapore and Malaysia.

By AvantiKumar

S

emiconductor firm Intel has announced the appointment of Prakash Mallya as country manager, sales & marketing for its business in both Singapore and Malaysia.

Mallya, whose most recent role was as sales & marketing country head for Intel’s Malaysia and Brunei business, will work out of Singapore, and be responsible for increasing business through channel distribution, local original equipment Prakash Mallya, manufacturers (OEMs) Country Manager, and multinationals Sales & Marketing, (MNCs) as well as forming Intel Singapore & Malaysia. partnerships aimed at strengthen the cohesiveness enhancing technology across a common team of adoption in both countries. talented professionals in sales “I’m excited by the new and marketing,” said Mallya. assignment and believe aligning He holds a Bachelor’s degree management of Singapore and in Electrical and Electronics Malaysia will help Intel to capitalise Engineering, an MBA in Marketing on the synergistic opportunities Management, and joined Intel as a among the two countries and development manager in India.

compromised site.

The infection rates for Malaysia are based on the number of computers cleaned per 1000 executions of Microsoft’s free software removal tool (MSRT), he said. “The first quarter of 2012 showed a figure of 9.3 [for every 1000] for Malaysia [against a worldwide average of 6.6], which has decreased to 7.9 in the fourth quarter of 2012 Tim Rains, [against a worldwide Director, Product average of 6.0]. This Management, Microsoft Trustworthy shows infection rates are Computing positive, going in the right 0.33,” said Rains. “However, downward direction.”

Malaysia scores 13.87 of The Microsoft Trustworthy malware hosting sites [per Computing (TwC) division was 1000 hosts] in quarter four, 20012, launched in 2002 by Bill Gates with which is highest in the region. The a mission to identify and remove worldwide average is 10.85.” new classes of vulnerabilities as Basic Computing Hygiene well as to share security principles Added to organised crime, the such as SDL (Secure Development security landscape has been further Lifecycle) through the software complicated by the recent increase development industry. of state-sponsored attacks as well as On the Watch hactivism (issue-driven attacks) by Rains said the top threats in such groups as Anonymous. Rains Malaysia included Win32/Keygen agreed that smaller organisations (miscellaneous potentially unwanted and startups faced the same software) found in 15.9 percent of complex landscape and said machines during the fourth quarter currently Microsoft’s approach is to of 2012, Win32/Dorkbot (worms) also work through education as well as at 15.9 percent, and INF/Autorun the sharing of security know-how (miscellaneous potentially unwanted and online tools. software) at 15.1 percent.

“Both smaller organisations as “Users could download software well as enterprises should demand key generators (to unlock software), applications that have been which also included unwanted developed using Microsoft’s freelysoftware that was not malware. shared SDL approach that requires However, such user patterns are being inherent security safeguards as well carefully watched by cyber criminals as rigorous testing tools,” who could then bundle malware he said. with future downloads,” he said.

“Microsoft is offering tools “Number 4 on the Malaysian to protect the enterprise with top 10 threats list is Win32/Sality a philosophy that includes [virus] that is especially of concern protection, recovery, containment around the world as this could and prevention techniques,” said potentially infect or scramble Rains, referring to the online genuine data files,” Rains said.

Security Response Readiness “Certain threats will quietly disable Assessment and the Enhanced antivirus software on the system Mitigation Experience Toolkit tools. and stay in the background until “The other call to immediate activated in the future.” action for organisations in “Malaysia records a high of Malaysia, indeed in all countries, 17.66 [per 1000 hosts] of phishing is the often-overlooked aspect sites in the fourth quarter of 2012, of basic computing hygiene,” he compared to a worldwide average said. “Companies should stress of 5.10,” he said. “Japan scores the need to use stronger, complex lowest with 1.78, Singapore 5.98, passwords; restrict access to and India scored 7.70.” certain websites on the corporate “Drive-by download sites [per network; manage the security of 1000 URLs] for the same quarter your own websites; keep up-to-date show that Malaysia scores 0.95 with all security software and to against a worldwide average of use real-time antivirus software.”

9

News

(Second from left) Lim Een Hong, CEO Eduspec Holdings; Ong Kiam Sim, Chairman of the SJK(C) Choong Wen School’s Board of Directors; Dato’ Yeoh Seok Hong, Executive Director, YTL Corporation Berhad; YB Datuk Ir. Dr. Wee Ka Siong, Deputy Minister of the Ministry of Education; Wong Shee Fatt, Principal of SJK(C) Choong Wen; and (second from right) Tan Sri Dato’ Seri (Dr) Yeoh Tiong Lay, Executive Chairman of YTL Corporation Berhad.

Computerworld Malaysia July–August 2013 www.computerworld.com.my

Country’s First Chrome Lab: Yes, Eduspec SJK(C) Choong Wen school’s Chrome Lab is the perfect example of how schools can implement world-class learning and nurture industry-ready Malaysian talent, says Deputy Education Minister.

By AvantiKumar

M

alaysia’s first Chrome Lab has been established at the SJK(C) Choon Wen school, according to the 4G firm YTL Communications and K-12 IT literacy materials provider Eduspec. Both organisations helped the school’s parent’s teachers association PIBG to install the lab, which includes YTL Comms’ Yes 4G mobile Internet service.

The pilot project’s launch was officiated by Deputy Education Minister YB Datuk Ir Dr. Wee Ka Siong; YTL Group executive chairman Tan Sri Dato’ Seri (Dr) Yeoh Tiong Lay; EduSpec’s chief executive officer Lim Een Hong; and chairman of the Choong Wen School Board of Directors, Ong Kian Sim. YTL Group executive chairman, Tan Sri Dato’ Seri (Dr) Yeoh Tiong Lay, said: “With so much information and so many resources available today through the Internet, there are huge opportunities for learning. We need to ensure that our students are not left out and that they are able to tap into these resources to make learning better and more engaging.

Today, Choong Wen joins the group of schools worldwide that have found the Chromebook indispensable.

Continued from page 7

Perfect Example The Deputy Education Minister said the Chrome Lab “is the perfect example of how schools can implement world-class learning and nurture industry-ready Malaysian talent.”

“Introducing our nation’s students to the exciting field of ICT is an obvious step in modernising the Malaysian education system,” said Wee. “It is truly wonderful to see their efforts run in parallel with the government’s own vision, particularly the Malaysian Education Blueprint 2013-2025.”

EduSpec’s Lim said each Yes 4G Chromebook, which is expected to be released commercially later this year, in the lab has a built-in 4G chip to enable constant connectivity to the fastest 4G mobile Internet, and runs on the Chrome operating system. “[This] offers multiple layers of security, cloud storage and Google Apps for Education.

The Chromebook is also ideal for education because of its easy maintenance and stays continuously current with self-updates. This

connect Malaysians with the world with our competitive courier services.

Finally, any company should have a clear direction of the desired customisation level of the system before embarking onto this initiative.

They should also engage with credible and strong partners as well as have constant engagement with Motorola Solutions to ensure the initiatives are in line with business needs.

“We believe that this is just the beginning of a long-term partnership with PosLaju,” added Motorola Solutions Malaysia senior manager, enterprise strategic accounts, Ong Beng Hui. “We want to offer solutions that provide PosLaju with a competitive edge in the industry.

We combine our industry knowledge with the right technology to design solutions that not only address the present challenges but also offer our customers a choice that enables them to organically grow to the next level of business expansion without compromising earlier investments.

This is our true competitive advantage, our differentiator and our value to our customers.”

makes it a cost-effective solution for Lab is a conducive environment any school to incorporate cloudthat we hope will inspire based learning.” students and promote creativity, “The Chrome Lab is an ideal collaboration and the sharing of environment for students and ideas amongst schoolmates.” teachers to collaborate and explore Established in 1984, Eduspec educational materials via the Frog develops IT courseware and Virtual Learning Environment and education software to cater to sendQuick®ComputerworldQuarterAd.pdf 1 5/22/2013 9:16:04 AM learning in schools. from around the world,” he said. “The innovative

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the organisation and adopt innovative solutions to improve our products and services offering.

We see a growing demand for courier services to support the increase in online commerce as the volume of packages increase with the rising trend of online shopping. As consumers become accustomed to purchasing goods online, the expectation for timely and reliable delivery services is just as important for online shoppers as for the e-tailers. A good track and trace system to keep delivery in sight and on time is crucial for courier companies.

The implementation of the track and trace solution, which uses Motorola Solutions’ mobile computers, is part of our wider strategy to meet the evolving needs of changing consumer behaviour and the marketplace. We will continue to harness technology and look into future enterprise mobility requirements such as scanners, mobile computers and RFID technology as we continue to help

Choong Wen students will be the first in Malaysia to experience virtual learning at 4G Internet speed.”

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Storage and Networking

Computerworld Malaysia July–August 2013 www.computerworld.com.my

First Malaysian Public Cloud Provider to Receive

(From left) Khalidah Mustafa, Managing Director, SIRIM QAS International presents the ISO 27001 certificate to Ahmad Azhar Yahya, Chief Executive Officer, VADS.

ISO 27001: VADS

Telekom Malaysia’s business process outsourcing provider VADS receives certification from SIRIM, which it says will help it to comply with the Personal Data Protection Act, among other requirements.

By AvantiKumar

A

ccording to VADS, the outsourcing ser vices arm of Telekom Malaysia, it is the first public cloud service provider in Malaysia to receive ISO 27001 certification.

The certification from SIRIM’s certification subsidiary SIRIM QAS helps to ensure a safe and secure public cloud service platform, said VADS chief executive officer Ahmad Azhar Yahya while receiving the certificate from SIRIM QAS International’s man-

Juniper Networks’ switches, routers and security solutions, along with technologies from IBM and Schneider Electric, help power a new tier-3 green data centre called SAFEHOUSE.

By AvantiKumar

i

-Tech Network Solutions (i-Tech) has used Juniper Networks’ range of networking switches, routers and security solutions as well as technologies from Schneider Electric and IBM to build its new tier-3 green data centre, called SAFEHOUSE, in Malaysia.

Situated in Mont Kiara, Kuala Lumpur, the data centre offers disaster recovery, co-location and managed services, said i-Tech’s chief executive officer, Leonard Yee in mid-May. “Technology has evolved dramatically in recent years, especially with the emergence of the cloud and the rise of subscription-based services,” said Yee. “To stay ahead, i-Tech will continue to innovate and expand our range of products and services.

SAFEHOUSE —with its highly-efficient,

aging director Khalidah Mustafa. “We chose to adopt the ISO 27001 for VADS Cloud Services as we found it suitable to protect critical and sensitive information and it provides a holistic, riskbased approach to secure information and compliance,” said Ahmad Azhar.

“The ISO 27001 certification will also allow for an independent review of our information security practices while allowing us to comply with legislation on personal information, intellectual property and others such as the Personal Data Protection Act (PDPA) 2010 & the Multimedia Com-

dynamic and scalable network infrastructure—is a state-of-the-art platform for providing clients with secure, reliable and comprehensive end-toend solutions to help them to create value in their respective businesses and industries.”

The use of integrated switching, routing and security from Juniper Networks has resulted in a low total cost of ownership while delivering the robust standards required by disaster recovery (DR) and managed services operations, he said.

Juniper Networks ASEAN managing director, Wan Ahmad Kamal, said: “i-Tech and its clients are benefitting from an advanced data centre network architecture that enables performance, security and services to be scaled without compromise. With a cloudready network already in place, i-Tech is positioned to continue benefitting from market differentiation based on

missions Act 1998. We are delighted to have achieved the ISO 27001 certification for our Public Cloud Services as it is a testament that our product fulfils the international standard of information security systems. VADS acknowledges the importance of data security and how important it is to our customers,” he said.

International Standard “Our data centres are already ISO 27001 certified and coupled with the ISO 27001 certification for our Public Cloud Services, we are proud to say

service innovation.” Technology solutions giant IBM acted as systems integrator to the new data centre, said IBM Malaysia’s global technology services country executive, Albert Lee. “Juniper Networks’ approach for simplified data centre architectures is very much in sync with IBM’s Scalable Modular Data Centre take on building environmentally-friendly, operationally-efficient, high-density computing environments,” said Lee. “With a highly-efficient, state-of-theart infrastructure, i-Tech can grow

that customers can be assured of the security of their data as we offer them some of the best information security measures.”

SIRIM QAS’s Khalidah Mustafa said: “We are proud to present our first ISO 27001 certification for Public Cloud to VADS. To be awarded with this esteemed certification is no easy task and VADS had managed to meet the rigorous requirements of this international benchmark for Information Security Management Systems. We, at SIRIM QAS International, are proud that a Malaysian company has achieved this prestigious certification and it will definitely create a market differentiation for its product and services.”

The ISO 27001 certificate, which lasts for three years, is a voluntary Information Security Management System (ISMS) standard. The standard was published in October 2005 by the International Organisation for Standardisation (ISO) and is part of the growing ISO 27000 family.

according to requirements, reducing upfront capital expenditure and backend operating expenses.”

Energy Efficiency Goals i-Tech’s Yee said SAFEHOUSE used a two-tier data centre network architecture, with Juniper Networks EX Series Ethernet Switches deployed at the core and providing server access.

“This supports i-Tech’s energy-efficiency goals while eliminating network performance bottlenecks and scalability constraints inherent in conventional three-tier network designs,” he said. “Besides reducing cost and complexity by eliminating the need for an aggregation layer, network operations at SAFEHOUSE are simplified by interconnecting multiple EX Series switches in a Virtual Chassis configuration, enabling them to be managed as a single, logical device.”

He said switches and SRX Series Services Gateways all run the Juniper Networks Junos operating system, which simplified and streamlined the network administration process.

i-Tech’s ‘Green’ Data Centre Uses Juniper Solutions

Innovation at 200 mph

The Sauber F1 Team pushes the limits of IT agility to gain a competitive edge.

Explore more at netapp.com/as For more info, contact us at +65 6496 4799 or email xdl-aseanmktg@netapp.com.

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Storage and Networking

Juniper ASEAN’s MD: ‘Networking software has been a drag on innovation across our industry.’

How SDN Will

By AvantiKumar

D

uring an interview with Computerworld Malaysia in midMay, networking solutions firm Juniper Networks’ ASEAN managing director Wan Ahmad Kamal outlined some of the problems the network industry has overcome in order to make software-defined networks (SDN) viable.

Computerworld Malaysia July–August 2013 www.computerworld.com.my

the

Disrupt

Networking Landscape

Could you detail how SDN is disrupting the network landscape both globally and in Asia Pacific?

Networking software has been a drag on innovation across our industry.

Because each network device must be configured individually—usually manually; literally from a keyboardnetworks can’t keep pace with the onthe-fly-changes required by modern cloud systems. Internet companies like Amazon or Google that dedicate hundreds of engineers to their cloud systems have built their own solution to network configuration but this is not a reasonable approach for most companies to build their private cloud.

As virtualisation and the cloud have revolutionised computing and storage, the network has lagged behind. In the service provider world, carriers struggle to configure and manage their networks. Like Google, they too have built operational support systems to configure their networks but these systems are often 20+ years old and they are crumbling from the burden placed upon them by networking software.

What kinds of problems have been overcome to make SDN viable?

Take service provider for instance.

For them, the network is their business, so they must look to networking vendors to introduce new capabilities in order to enable new business opportunities. Here again, networking software is failing the industry—it is developed as a monolithic, embedded system and there is no concept of an application. Every new capability requires an update of the entire software stack.

Imagine needing to update the OS on your smartphone every time you load a new application. Yet that is what the networking industry imposes on its customers. What’s worse is that each update often comes with many other changes—and these changes sometimes introduce new problems.

So service providers must carefully and exhaustively test each and every

update before they introduce it into their networks.

How exactly do you think Juniper’s SDN approach is going to bring hard and soft ROIs (returns on investment) to enterprises both in Malaysia and the rest of the region?

Business agility and lowering costs Today, if you look at an average enterprise, you may see hundreds of devices, programmable devices, so you need to put sets of configurations everywhere.

So if you build a network for a lifetime of five years, you are not going to touch it or change anything. This is not a real world situation. In a real world scenario, change is the only constant.

We will be constantly making changes to this network to accommodate business requirements.

Unfortunately, making such changes is not cheap and fast enough. To add/ move and change, we need to touch every device, configuration need to be pushed, need to take downtime, reconfigure, test and verify it—this will become highly static in nature.

With SDN, we can extract some of the intelligence out of the network devices into the SDN controller to minimise the number of touch points in the network. With SDN, changes to large and complex networks can be made in a matter of minutes or hours compared to days and months today.

This saving translates to greater agility and lower operating costs. Most organisations spend a lot more money on Opex (operating expenditure), particularly people costs, than they do on new equipment. SDN will enable the automation of processes that are manual today, thus providing signifi-

cant Opex savings. SDN will reduce capital costs as well but the bulk of the savings will come from automating process and thus reducing overall labour costs.

Greater innovation in hardware One of the myths about SDN is that it’s only about the software. As more people do more things online, the demand for network capacity continues to grow at an astonishing pace. The complexity and manual configuration of today’s networking software puts limits on how fast network capacity can grow. SDN will help networks break free from the limits of today’s software.

You can think of network hardware as a software accelerator. When you offload something into networking hardware, you can make it run an order of magnitude faster, or more. As SDN frees networks from the limits of today’s software, the demand for faster and more capable hardware will increase. This will provide an opportunity for the entire networking industry to further innovate in hardware.

What kind of benefits have companies in Asia realised by adopting your SDN approach?

SDN applies to all networking and network services—­from the enterprise data centre and campus to service provider networks. As organisations look to implement private cloud data centres, the static nature of networking presents acute challenges. Because of this pain, there is a lot of focus on using SDN to enable networks to dynamically respond to cloud orchestration systems. But SDN will apply much more broadly than that. SDN makes

sense in a large campus environment. It also will help service providers as they evolve their networks to create more capability for their customers.

We see a clear SDN opportunity and benefit for services providers globally and in Malaysia. Mobile service providers are facing a myriad of challenges associated with the massive adoption of new devices, the push toward LTE (long term evolution), cloud computing and bandwidth-demanding data strains all while trying to keep costs down and performance levels high.

How does your SDN strategy cater to the trends of consumerisation/BYOD in this part of the world?

A massive spike in BYOD (bring your own device), mobile users and new enterprise application deployments has created network congestion and complexity. Compounded with the challenge of contracting IT budgets, these trends have severely restricted IT managers’ ability to quickly respond and maintain network reliability.

Many enterprises use single purpose legacy infrastructures, built in silos and defined by their location in the enterprise, that can’t keep pace with rapid changes in compute, storage and application requirements and often inhibit service delivery.

Juniper Networks has addressed these challenges with a series of new products for enterprise campus and data centre infrastructures, which were launched in early April. The new Juniper Networks EX9200 Programmable Switch enables accelerated response to changing business needs, while its built-in ability to support a

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Storage and Networking

virtual WLAN controller, the Juniper Networks JunosV Wireless LAN Controller, will deliver high levels of reliability and flexibility across the enterprise to lower capital expense.

The EX9200 is built on the Juniper One Programmable ASIC and this prepares enterprises for emerging Software-Defined Networking (SDN) protocols, allowing for network automation and interoperability without the need for additional hardware. This eliminates cost, complexity and time delays from line card upgrades or new infrastructure deployments, empowering enterprises to be more nimble and efficient.

Juniper is also the only vendor that delivers a flexible virtual WLAN controller designed to run on any combination of physical appliances, on a virtual machine (VM) or directly on our switches. The JunosV Wireless LAN Controller will help to address the need to support the growing trend of BYOD and seamless integration between wired and wireless networks.

Why do you believe Juniper’s SDN offerings are compelling to organisations in Asia?

Simplification of network design and addressing scale and complexity – This can be achieved when we abstract and centralise aspects of the network such as management, services and control to give a more simplified and unified view/control of the underlying network.

Application innovation and network programmability – Applications running on the network will be the biggest beneficiary of the benefits of SDN. In a software defined network, the SDN controller plays a very important role in centralising and abstracting key network functions in a single location.

– With SDN, application developers can create new or modify existing applications to make the network for it. Applications talk to the SDN controller, the SDN controller talks to the devices, hence, the application now has the ability to dynamically ask the network to reconfigure itself to be able to give a certain user experience.

– SDN will deliver a truly programmable network and it will drive greater innovation in application development.

Service Chaining – If a customer or a specific application, for example ERP, requires specific services, you will need to put all these services into a kind of service or dynamic service chain. The chain gets formed depending on a particular user profile, a particular application. Today there is no way you can build a chain directly dynamically. You will actually go and statically build it. Like that if there are 100 applications, you have

Computerworld Malaysia July–August 2013 www.computerworld.com.my

Barracuda

Free Cloud Storage

Free global cloud storage solution called Copy was created to meet the high demands of today’s mobile users, says Barracuda’s Malaysia-based regional manager.

By AvantiKumar

Fair Storage for All

B

“Under Copy’s ‘Fair Storage for All’ initiative, users are allowed to ‘split the bill’ and control which files count against their storage capacity, instead of counting data in shared folders against all members’ individual storage quotas,” said Darmalingam.

He said other benefits of the Copy service [for more information, please visit CopydotCom] include: Multiple device compatibility – Copy works across Windows, Mac OSX, and Linux computers and offers mobile device support for Apple iOS (iPhone, iPod Touch and iPad) and Android, with Windows Mobile coming soon.

Easy file sharing without limits – Copy allows users to upload and share files of any size, including 1080p videos and raw photographs, without size limitations often found in email attachments. These shared files and folders can be sent to anyone either publicly or privately and accessed from any location or device.

More security – Copy provides a secure alternative to other cloud storage services. Included data verification inspects data before Copy accepts it into the user’s cloud storage. File-level ownership is verified prior to transferring anything to other devices. Copy also allows users to share files privately using Copy’s built-in identify verification.

Company control – Copy extends its cloud storage and sharing benefits into corporate environments with user and group management and added controls for proprietary company data.

The Copy application is available free from the Apple App Store and Google Play.

arracuda’s free global cloud storage solution Copy has increased its storage space from 5GB to 15GB. This move follows Google’s recent announcement that it was unifying its storage across its products and increasing online storage space.

“We think Google’s effort here is great. The full benefits of cloud can only be realised if people have lots of storage,” said Barracuda’s Malaysia-based regional manager, Thiban Darmalingam.

“For our part, Copy’s free space has now been increased to 15GB and is a welcome addition for our users besides our ‘Fair Storage for All’ initiative,” said Darmalingam, who added that the Copy service has already attracted almost half a million users worldwide in less than 90 days after its launch.

“Together with our awesome referral programme, incredibly low-paid storage plans and ‘Fair Storage for All’ initiative, Copy will be able to help people do amazing things,” he said. “Copy was created to meet the exceedingly high design demands of today’s online and mobile users, and to provide the advanced security and corporate features required for businesses.”

“Copy’s ‘No Limit’ Referral programme lets users earn 5GB of additional free storage space both for themselves and the referred user. On average our users are earning well over 60GB of free storage, with the largest referrers earning space in the tens of TBs [terabytes],” said Darmalingam.

to stitch chains for each one.

– Now SDN gives you an opportunity to dynamically and quickly add the chains on the file. It has the ability to do that service chaining. Either you

put a network gear in one rack, or x86 in one rack, or x86 is put in the cloud itself—and you extract from the cloud.

This is another big intelligence that is happening. Juniper’s state of position

is that, while this is the fundamentals of SDN, we are not limiting it here, we are actually moving further ahead on segregating each of these planes and then innovating it far and beyond.

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Computerworld Malaysia July–August 2013 www.computerworld.com.my

KHOO SWEE CHUAN, Technical Consultant, NetApp

Tackling Infrastructure

Challenges

By Rosalind See

T

ogether with leading experts, more than almost 110 invited ICT professionals from both the public and private sectors considered the impact of mobility social media and big data trends on infrastructure challenges during the second ‘Implementing Information Infrastructure Summit’ (IIIS) held at the Mandarin Oriental hotel in Kuala Lumpur on 28 May 2013.

The impact of cloud and virtualisation on storage, insights into storage optimisation and storage trends were also topics discussed during the event organised by Computerworld Malaysia and the Storage Networking Industry Association (SNIA), which also featured technical workshops and SNIA educational sessions on cloud, solid state storage, data protection and intelligent architecture.

Panel discussions were moderated

by IDC Asia/Pacific associate vice president, Enterprise Infrastructure, Simon Piff.

Computerworld Malaysia and SNIA host the second summit ‘Implementing Information Infrastructure Symposium’ (IIIS) in Kuala Lumpur, which unveils a concept called ‘accelerated storage.’ and externally—for an edge which will make their organisations more competitive. A sophisticated supply chain and separation in business functions has led to a lack of overall visibility.

Each business function is focused on optimising value in its own area, and sometimes misses the wider picture of what is happening within the organisation. A fragmented IT provider market where traditional vendors are being challenged by cloud and big data vendors has added complexity and uncertainty to the mix.”

Nevertheless, technology played an important part in bridging confusion and bringing together the different strategies pursued by an organisation. IT had a vital role to play in smoothing out changes

brought on by the constant evolution in an organisation’s business, service and delivery models.

“IT is not the sole saviour of everything, but it can effectively enable organisations,” said Varanasi. “Technology should be driving the process of bringing together the different parts of an organisation. If these parts are not working together, they are irrelevant.”

“Converging an organisation’s multiple strategies on cloud, social mobility, big data, infrastructure and others can simplify the way an organisation works,” continued Varanasi.

“However, there is as much divergence as there is convergence. Disruptive technology now lies in devices, access points and vulnerabilities. It

is no longer software or hardware changes which is disruptive but the manner in which we use them.”

Storage remains a vital component in information infrastructure and it has evolved as data storage demand has increased. “Workloads will drive storage innovation,” said EMC senior virtualisation specialist, Southeast Asia, Wong Tran. “The user-centric nature prevalent today is reflected in the way we work. We use more devices and need easy access to more content. The massive amount of geographically dispersed data generated today will result in workloads moving into the clouds.”

He added: “Traditional storage alone will not be able to handle the new type of data or the amount of

SIMON PIFF, Associate Vice President, Enterprise Infrastructure, IDC Asia/Pacific

FREDDY CHIN YEOW LEE, Advanced Technical Skill Manager—IBM ASEAN

YEONG CHEE WAI, Director, Regional Business Practice Lead, Information Management Group, Symantec

Ambiguity in a Changing World In his keynote address, International Association of Outsourcing Professionals (IAOP) Malaysia chairman and global ambassador Bobby Varanasi spoke of challenges facing organisations today.

“Businesses are struggling with ambiguity in a changing world. Customers and markets are becoming more unpredictable. Product cycles are diminishing. There is disruption to the traditional business model,” said Varanasi. “To remain relevant, organisations are looking—internally

17

Storage and Networking

Computerworld Malaysia July–August 2013 www.computerworld.com.my

“Technology should be driving the process of bringing together the different parts of an organisation. If these parts are not working together, they are irrelevant.”

WONG TRAN, Senior Virtualisation Specialist, SEA, EMC

LAWRENCE HO, Regional Sales Manager, South Asia, Splunk

data generated by users. The initial transition to cloud may be difficult for organisations, but embracing the cloud allows for reduced data duplication, better automation and self-ser vice features which add business value.”

NetApp technical consultant Khoo Swee Chuan noted that the existence of multiple hardware architectures and the lack of integrated management remained barriers to the cloud.

“However, virtualisation has allowed for the decoupling of applications from hardware. Applications have become mobile and can be moved from server to server for load balancing, and from one data centre to another for disaster recovery. It can also be moved in and out of the cloud for capacity bursting, flexibility and cost reasons,” he said.

Scalable cloud capabilities had led to the elimination of planned downtime. “Organisations are now able to run undisrupted operations,” said Khoo. “Clustering technology allows for updates, upgrades or repairs to be carried out without downtime by moving data from one controller to another while maintenance is carried out.”

Cost considerations remained a major factor in investment decisions with significant cost differentials

between traditional storage such as the hard disk drives (HDD), and new storage such as solid-state drives (SDD) or flash.

“The amount of data generated will continue to increase. Organisations have to look at their individual requirements and performance expectations when deciding on the appropriate storage solutions for them,” said Khoo.

“Virtualisation makes sense if you have multiple sub-systems to manage,” said IBM ASEAN advanced technical skill manager Freddy Chin Yeow Lee. “One approach to block aggregation is to have your virtualisation layer at the storage network (SN) level. Intelligence is extracted from the disks onto the network and everything connected to the network can be virtualised while offloading the processing away from the server.”

SN-based virtualisation allowed organisations to combine the capacity from multiple arrays into a single pool of storage. “This large pool of storage can then be managed from a central point and a common function set can be applied,” said Chin. “This virtualisation layer allows you to make non-disruptive changes to the physical storage infrastructure without having to plan for any downtime.”

THOMAS CHUA , Principal Consultant, Solutions & Platforms, APAC, Hitachi Data Systems

Accelerating Storage Performance “IT supports the business; storage supports applications,” said Symantec director, regional business practice lead, Information Management Group, Yeong Chee Wai. “Storage virtualisation is being driven by demands for accelerated performance, data centre cost controls and increased agility,” he said.

“This calls for balance in performance, capacity, costs and simplicity.”

While acknowledging that storage technology has not grown as quickly as other technology, it does not mean that there has been a lack of innovation in storage.

As an exclusive to Malaysian audiences, Yeong unveiled a new concept

­­—Bobby Varanasi, Malaysia Chairman and Global Ambassador, International Association of Outsourcing Professionals

in storage technology which combined speed, performance and cost control. “We are developing the use of peripheral component interconnect express (PCIe) flash as a cache to a normal disk array. It combines clustering technology with high speed interconnect and results in improved throughput and reduced latency,” he said. “Another advantage is the ability to utilise the storage capacity of traditional shared storage without having to invest in costlier high-end disk arrays.”

“This concept allows for extremely fast reading and writing capacity while reducing demand on your disk array,” said Yeong, stressing that the concept had not been put into production yet pending market feedback. “New ideas are also being generated on storage distribution, flexibility and minimising storage area network (SAN) requirements. As a result, customers will have a wider range of storage options.”

For virtualisation to work well, businesses had to heavily automate.

“Virtual machine (VM) deployments have been valuable in improving performance and data availability, and reducing the need for power,” said Hitachi Data Systems principal consultant, Solutions and Platforms, APAC, Thomas Chua. “VMware adoption has also created new challenges.”

“Maintaining or improving performance, manageability, application and data integrity and cost reduction levels is proving increasingly difficult, and in some cases, impossible, without the right storage infrastructure to support the virtual server environment,” said Chua. “At some point, using older assets to reduce costs will be problematic as its performance deteriorates. To improve cost matrices, there has to be a balance between old and new machines.”

Chua suggested that businesses applied storage economics in using total cost of ownership (TCO) to identify, measure and reduce costs. “Total cost of ownership is much more than

just the initial purchase price. The multi-year costs of storage ownership includes management, labour, energy and floor space costs as well as costs associated with migration, risk, maintenance and performance,” he said.

“When you add up all ancillary costs, the initial purchase price is just about 20 percent of TCO.” “While it is important is to have the ability to actually see across all disparate data sources, it is more important to be able to correlate related events across disparate sources and deliver meaningful insight,” said Splunk regional sales manager, South Asia, Lawrence Ho. “If you can do that, you can build a picture of customer activity, behaviour and experience.”

Matured Data The type of data generated today has changed. Business application data and human-generated data, which included emails, documents, voice, video and text messages generated from human interactions, are both considered matured data.

“What is new is machine data, which is non-standard, high volume and highly diverse dynamic data. It is generated by devices such as servers, Web streams, and mobile technology,” said Ho. “The capture and analysis of machine data requires new tools and architecture.”

In summing up the day’s discussions, IDC’s Piff noted enterprise leaders’ increased attention to storage.

“Businesses want quicker access to information. Better storage facilities will give them that. However, decisions on storage will be aligned to strategies on the four technology pillars—cloud, social media for enterprises, mobility and big data,” he said.

He concluded: “Technology investment will be driven by the business focus of driving profitable revenue growth, increasing shareholder value and ensuring client satisfaction. Thus, investments in storage will be tied to how storage can enhance strategies pertaining to these four drivers.”

Celebrating

This special section shows how winners of the seventh edition of our Customer Care Awards (CCA) programme have transformed themselves by successfully tuning into their customers’ needs. Following in the footsteps of the previous six years, more than 3,000 of Malaysia’s most demanding information executives were invited to participate in the exercise of rating, on the scale of 0 to 10, the performance of their ICT solution providers and partners in the delivery of services. Each vendor’s performance was evaluated throughout the entire customer engagement—from pre-implementation consultations through to post-implementation work as well as ongoing support and enhancements.

The ICT vendors with the highest ratings from their customers across all evaluation areas in their respective categories entered Computerworld Malaysia’s CCA record book. This year, representatives from the 10 companies that took up a total of 18 awards were invited to a private celebration held in their honour at the Saloma Theatre Restaurant in Kuala Lumpur, 5 June 2013.

Look through the following pages to see some of the highlights of this year’s achievements.

Congratulations to

All the Winners Categories

Company Name

Page

HARDWARE Desktop & Notebook PCs

Dell Sales Malaysia

20

Schneider Electric

20

CommScope

21

Server Hardware

IBM Malaysia

21

Storage Hardware

IBM Malaysia

24

Physical Infrastructure – Intelligent Power Management Physical Infrastructure – Networks

SECURITY SYSTEMS Firewall/VPN Solutions Anti-virus/Anti-spam Solutions Intrusion Detection/Protection Solutions

Fortinet

24

Symantec Corporation Malaysia

26

Cisco Systems Malaysia

26

Maxis & Hewlett-Packard Malaysia

27

CLOUD Cloud Services

COMMUNICATION SERVICES Telecommunication Services

Maxis

27

VOIP/IP Telephony Systems

Cisco Systems Malaysia

30

VIRTUALISATION SOLUTIONS Virtualisation

Microsoft Malaysia

30

SOFTWARE Business Intelligence & Analytics Software Collaboration & Workflow Productivity Software Database Management Software Desktop & Server Management Software Enterprise Content Management Software Storage Management Software

Microsoft Malaysia

31

Hewlett-Packard Malaysia

31

Microsoft Malaysia

32

Hewlett-Packard Malaysia

32

Microsoft Malaysia

33

Hewlett-Packard Malaysia

33

HARDWARE Desktop & Notebook PCs

winner Dell Sales Malaysia

A Close Race

10 10

Dell wins for the third year running by edging ahead of its nearest competitor.

8

8

6

6

4

10 10

8

8

8

8

6

6

6

6

4

4

4

4

4

2

2

2

2

2

2

0

0

0

0

0

0

7.37 7.37

7.17 7.17

Implementation Vendor Average On a scale of 1 to 10

10

10

6

7.37

7.17

8

6

4

4

4

2

2

2

0

0

(From right) Catherine Loh of Fairfax Business Media, handing over the trophy to Ong Yee Ying, Services Business Development Manager, Dell Sales Malaysia

1.31.3

Post Implementation

6

1.5

1.51.5

10

 Dell Sales Malaysia  8 Nearest competitor

8

10 10

1.3

4.435

4.235

0

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

20

HARDWARE Physical Infrastructure – Intelligent Power Management

winner Schneider Electric

Second Win in a Row

10 10

Schneider Electric’s repeats last year’s win by maintaining its quality of customer care.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

8 8

7.41 7.41

Implementation

10

8

6

10

8

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.33 7.33

7 7

Post Implementation

7.33

8

7

7.665 6

4

4

4

2

2

2

0

0

0

(From left) Mark Hobson of Fairfax Business Media, handing over the trophy to Wilson Leong, Country Services Manager, Schneider Electric

8

10

 Schneider Electric  8 Nearest competitor

7.41

10 10

7.205

Overall

HARDWARE Physical Infrastructure – Networks

winner CommScope

Edges Ahead This Time

10 10

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.77.7

CommScope edges convincingly ahead of the nearest competitor for a first win in this category.

6.95 6.95

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

Implementation

10

10

7.7 6

6.95

6.94 6.94

Post Implementation

7.38

6

6.94

8

7.54

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Andy Low, Regional Sales Director, ASEAN, CommScope

7.38 7.38

10

 CommScope  8 Nearest competitor

8

10 10

6.945

Overall

Post Implementation

Computerworld Malaysia July–August 2013 www.computerworld.com.my

21

HARDWARE Server Hardware

winner IBM Malaysia

Retakes Honours This Year

10 10

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.82 7.82

IBM Malaysia regains the award this time round in a highly competitive category.

7.18 7.18

Implementation

10

10

7.82 6

7.18

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.31 7.31

7.23 7.23

Post Implementation

7.31

7.23

8

6

4

4

4

2

2

2

0

0

0

Recipients from the right: Ridzuan Adli A Kadir, Business Manager, Power Systems, Implementation Government & Healthcare, IBM Malaysia; ArshadPost Munir Sharif, Country General Manager, Systems & Technology Group, IBM Malaysia

8

10

 IBM Malaysia  8 Nearest competitor

8

10 10

7.565

7.205

Overall

Thank you

Š 2013 CommScope, Inc. All rights reserved. AD-106984-EN.SG

Best in Physical Infrastructure – Networks Computerworld Malaysia Customer Care Awards 2013 For the first time, Computerworld Malaysia readers have chosen CommScope as the winner in the Physical Infrastructure – Networks for the Computerworld Malaysia Customer Care Awards 2013. Your selection affirms our continued efforts to provide cutting-edge solutions that address and resolve the needs of our customers.

As a vital industry contributor, CommScope plays a distinctive role in virtually all the world’s best communication networks. We create the infrastructure that connects people and technologies through every evolution. CommScope solutions like Groundsmart® Copper Clad Steel and LazrSPEED® 550 OM4 fiber continue to position us at the forefront of high-performance cabling infrastructure.

Our innovative solutions are designed to address the most demanding infrastructure challenges in healthcare, education, telecommunications and finance. As technology evolves, our goal remains the same: to help our customers create, innovate, design and deploy — faster and better. We accept this distinguished award with gratitude and will remain committed to providing the trusted, strategic advice that enables our customers to connect and communicate in today’s global marketplace. Thank you for your vote of confidence!

www.commscope.com

HardWARE Storage Hardware

winner IBM Malaysia

Better Across the Board

10 10

IBM Malaysia also wins in this category this year across all stages (during- and post-implementation) effortlessly.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.67.6

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.81 7.81

7.23 7.23

Implementation

10

10

6

7.6

7.23

6.94 6.94

Post Implementation

10

 IBM Malaysia  8 Nearest competitor

8

10 10

7.81

6

8

6.94

7.705 6

4

4

4

2

2

2

0

0

0

(From left) Avantikumar of Fairfax Business Media, handing over the trophy to Post Implementation Bryan See Choon Ming, Channels Business Sales Specialist Team Leader, IBM Malaysia; Chee Eng Wei, Sales Specialist, Systems & Technology Group, IBM Malaysia

7.085

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

24

Security Systems Firewall/VPN Solutions

winner Fortinet

Close Conflict

10 10

Three mighty security firms made this a more intense battle than before – but Fortinet was the one that got to take home the laurels.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.10 7.10

6.96 6.96

Implementation

10

10

6

7.10

6.96

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.24 7.24

7 7

Post Implementation

7.24

8

7

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Michelle Ong, Head of Sales, Channel & Government Accounts, Fortinet

8

10

 Fortinet  8 Nearest competitor

8

10 10

7.17

6.98

Overall

Fortinet – Always Evolving to Stay Ahead in Customer Service The world of IT security is a complex one, with online threats becoming more plentiful and sophisticated by the day. To properly defend against this dynamic threat landscape, organisations need security processes and systems that evolve and adapt to the changing threats.

For Fortinet, which won the 2013 Computerworld Customer Care Award in the Firewall/VPN Solutions category in Malaysia and Singapore, this evolution extends to its customer care approach and customer support infrastructure too.

The three key areas in which the company is evolving and improving for the benefit of customers are its FortiGuard Labs threat research services, channel ecosystem and product range.

Threat Research and Response Services

that are compromised or are behaving abnormally. The service uses historical analysis, honeypots, botnet analysis and other techniques to provide immediate protection for Fortinet’s FortiGate, FortiWeb and FortiDDoS platforms against wide scale automated attacks. The service also continuously learns from a global footprint of threat sensors, tracking malicious events to IP addresses in real time.

FortiGuard Labs will launch more services for fighting advanced threats later this year.

In addition, to augment FortiGuard Lab’s global threat research efforts and services, Fortinet will soon also deploy probes in Malaysia and Singapore to better understand the local threat landscape. Information gathered will be exchanged with national/regional cybersecurity bodies to more effectively combat threats facing enterprises and consumers today.

Channel Support Fortinet sells through a two-tier channel composed of distributors and resellers. To provide outstanding customer service, the company invests heavily in partners to support its products, giving them thorough training and frequent solution updates.

In the last two years, Fortinet has strengthened relations with systems integrators and resellers, as well as expanded its channel ecosystem to cover new geographies and train partners to handle new and more complex types of deployment.

This year, the company will also round up key partners in Southeast Asia and set up a partner advisory council to better understand customer concerns and more quickly address emerging issues. End-user events scheduled in the various countries will also be designed for greater interaction and engagement.

Besides improving the channel ecosystem, Fortinet has built up a robust direct-touch account management team in the region. By working directly with key accounts, the direct-touch team is more attuned to the unique needs of each customer, thereby increasing Fortinet’s ability to address their security requirements. These customers have benefitted from Fortinet’s quicker response and tailored solutions.

Fortinet is the only network security vendor in the world to have its own global threat research and response team continuously monitoring the threat landscape and providing customers with real-time protection against the latest Internet threats.

FortiGuard Labs has more than 175 dedicated research analysts, engineers and forensic specialists operating in security labs around the globe. These researchers constantly analyze the threat landscape and delivers research and rapid signature updates to provide customers with near-instant protection from new and emerging threats.

FortiGuard Labs’ Security Subscription Services, which enable unified protection against multiple and blended threats, include: • Antivirus service • Antispam security service • Web security service • Database security service • Application control service • Intrusion prevention service • Web filtering service • Vulnerability management service Earlier this year, FortiGuard Labs launched its Broadening of Solution Range cloud-based sandboxing and IP reputation services Products are the closest touch-point customers have with to help organisations protect against advanced Fortinet. That’s why as Fortinet branches out from being persistent threats (APTs). an integrated multi-threat appliance provider to become The FortiGuard cloud-based sandboxing seran end-to-end security player, it has broaden its product range to offer enterprises security vice uses behavioral attributes to detect malware that extends from the client, to databases, to Web applications, to the overall network. by executing them within a virtual environment.

This broad-based solution portfolio is serving us well and we expect to continue to benefit This serves as an additional protection layer that from it globally across all sectors. complements the FortiGate appliances’ existing Recently, the non-traditional solutions Fortinet has launched include FortiDDoS, Forantivirus engine and inline lightweight sandbox. tiDNS, FortiVoice and even FortiCamera, which is Fortinet’s first product for the video Suspicious files can be submitted automatically to security market. Updates of FortiMail, FortiWeb and FortiClient were also rolled out in the the new hosted service for further scanning withpast few months. out significantly impacting a FortiGate appliance’s Later this year, the market can expect a new line of application delivery controller prodperformance. ucts from Fortinet, following our acquisition of Coyote Point Systems, an enterprise-class As part of its IP reputation service, FortiGuard application delivery, load balancing and acceleration solution provider.

Labs will continually investigate and monitor IPs With so many solutions to address customers’ diverse needs, as well as rich FortiGuard research offerings and a strong channel infrastructure, Fortinet expects to continue to lead the industry for customer service.

“Fortinet is the only network security vendor in the world to have its own global threat research and response team continuously monitoring the threat landscape and providing customers with real-time protection against the latest Internet threats.”

—Dato’ Seri George Chang, VP, Southeast Asia & Hong Kong, Fortinet

Security Systems Anti-virus/Anti-spam Solutions

winner Symantec Corporation Malaysia

Secures Top Spot

10 10

In an increasingly competitive space, Symantec Corporation Malaysia’s performance – especially during the post implementation phase – ensures it maintains the top spot.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

6.71 6.71

6.88 6.88

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

Implementation

10

10

6

6.71

6.88

6.62 6.62

6.33 6.33

Post Implementation

10

 Symantec Corporation Malaysia  8 Nearest competitor

8

10 10

6.62

6

6.33

8

4

4

4

2

2

2

0

0

0

Recipients from the right: Josephine Hoh, Enterprise Sales Director, Symantec Corporation Malaysia; Post Implementation Alex Ong, Country Director, Malaysia, Symantec Corporation Malaysia

6.66

6

6.61

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

26

Security Systems Intrusion Detection/Protection Solutions

winner Cisco Systems Malaysia

A First Win

10 10

While many of the major contenders have won this category in previous years, Cisco Systems Malaysia bags this award for the first time.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.20 7.20

7.09 7.09

Implementation

10

10

6

7.20

7.09

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.33 7.33

6.86 6.86

Post Implementation

7.33

6.86

8

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Ezaddin Musbahuddin, Director, Public Sector, Education & GLC, Cisco Systems Malaysia Sdn BhdPost Implementation

8

10

 Cisco Systems Malaysia  8 Nearest competitor

8

10 10

7.27

6.97

Overall

Cloud Cloud Services winner Maxis & Hewlett-Packard Malaysia

Winning Teamwork

10 10

Maxis and Hewlett-Packard Malaysia’s teamwork produces an impressive win in a new category in Malaysia, one which has already become rapidly populated by many strong contenders.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.33 7.33

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.78 7.78

6.69 6.69

Implementation

10

10

8

6

7.33

6.69

6.86 6.86

Post Implementation

10

 Maxis & Hewlett-Packard 8 Malaysia 7.78  Nearest competitor

6.86

6

8

7.555

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Chong Pow Min, General Manager, Post Implementation Head of Enterprise Products & Services, Maxis Business Services, Maxis Berhad

10 10

6.775

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

27

Communication Services Telecommunication Services

winner Maxis

Reclaims Gold

10 10

Maxis fights back, wins top prize for the first time since 2010 by edging out some very tough competitors, while also proving the ephemeral quality of customer experience.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

6.67 6.67

6.64 6.64

Implementation

10

10

6

6.67

6.64

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

6.67 6.67

6.49 6.49

Post Implementation

6.67

6.49

8

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Chong Pow Min, General Manager, Post Implementation Head of Enterprise Products & Services, Maxis Business Services, Maxis Berhad

8

10

 Maxis  8 Nearest competitor

8

10 10

6.67

6.57

Overall

Connecting Businesses to the Cloud Connectivity is vital for all businesses today. Changing work patterns and a mobile workforce are creating demand for integrated solutions which provides them with a competitive edge.

As the winner of the 2013 Computerworld Malaysia Customer Care Award in the categories of telecommunication services and cloud services, Maxis Berhad, (Maxis) believes that it is uniquely positioned to address such needs.

“Our customers are looking for simple, scalable and cost-effective enterprise solutions which are easy to understand and use,” said Shanti Jusnita Johari, Head of Enterprise Solutions of Maxis. “They want technology which can be adopted without big investments or knowledge of deep technical expertise.”

“We believe that customers today need a service provider that will be more of a business partner,” said Shanti. “This allows customers to focus on business growth while Maxis, as their technology partner, takes care of their overall communications and information technology (IT) needs.”

As Malaysia’s only integrated communications service provider, Maxis offers end-to-end solutions covering everything from the home, office, personal, fixed-line or mobile access, mobile broadband, interactive content, services and applications, machine-to-machine applications and cloud computing.

“Our services and products fulfill a range of business needs, but Maxis is sensitive to our customer’s individual needs in service provisioning, delivery and after-sales support. This award is a testimony to our relentless pursuit in bringing differentiated products and services to our customers,” said Shanti.

Maxis Cloud is an example of Maxis’ efforts in developing innovative products and services to meet customer needs. As the inaugural winner in the cloud services category, Shanti points to the distinct advantages Maxis offers its customers in this area.

—Shanti Jusnita Johari, “Firstly, the Maxis Cloud platform is located in Head of Enterprise Solutions, Maxis Malaysia, thus ensuring data sovereignty and privacy, as well as adherence to legal requirements in some cases,” she said. tomers in the area of Infrastructure-as-a-Service (IaaS) The facility which houses the Maxis data centre and Software-as-a-Service (SaaS), both of which are and cloud computing services is the first and only available to corporate customers and small and medium facility in Malaysia to be accredited with Uptime enterprises (SMEs). IaaS allows customers to tap onto instant computing power on a payInstitute’s Tier III Certification (Certification of per-use basis without incurring large upfront investment in server and storage.

Design). This prestigious certification has been Meanwhile, SaaS gives SMEs the ability to use business productivity applications awarded for the data centre’s consistency in its such as human resource management (HRM), customer relationship management (CRM) procedures for operations, maintenance and supand sales force management tools on a subscription model with the ability to scale up port of the critical infrastructure systems which are as their business expands. key to ensuring continuous availability.

“We work closely with SMEs in Malaysia to ensure that they have the communica“Secondly, Maxis Cloud is fully managed, theretion and technological tools that are relevant to their businesses. This is in line with our fore freeing customers from the need to maintain aspiration to digitise the SME market by providing solutions beyond mobile and fixed their own infrastructure while enjoying the benservices,” said Shanti. efits of on-demand services,” said Shanti. “Finally, In 2012, Maxis launched its Built for SME Retail solution, the first integrated solution Maxis provides end-to-end service from last mile specifically tailored for retail SMEs. “With this solution, customers can access a whole connectivity to a self-service portal with 24/7 range of products and services such as hosted fixed voice options for SMEs, internet fibre customer care support.” broadband, pay-as-you-go Unity conferencing service, closed-circuit television, as well as The quality and reliability of network connecpoint-of-sale (POS) and enterprise resource planning (ERP) solutions running on the Maxis tivity is a vital factor in the performance of cloudCloud Computing Infrastructure,” explained Shanti. based applications. Maxis, as a telecommunications A second SME package, Built for SME Solution—Logistics & Transportation, is an operator, owns and manages its networks. Its expeintegrated solution specifically put together for SMEs in the logistics and transportation rience and expertise in this area result in better sector. This bundled solution comprises a diverse host of services beyond fixed and mobile solutions, and includes Maxis Managed Machine-to-Machine (M2M), Logistics & Warehouse service assurance and low latency connectivity.

Management System via Maxis Cloud and Maxis Fixed Line Saver (FLS) with Unity Hotline. It “Maxis has the largest and fastest high-speed is the first of its kind solution offered in the country and will benefit price-conscious SMEs. access capability in the country. Customers ben“Managing technology is an integral component of any enterprise’s success,” said efit from cost efficiencies in the form of service Shanti. “With Maxis as their partner, our customers can reduce the complexity of trying integration, cost predictability and reduction in to integrate different service providers. It gives them the competitive advantage in their infrastructure investment,” noted Shanti. respective market place.”

Maxis offers cloud services to enterprise cus-

“We work closely with SMEs in Malaysia to ensure that they have the communication and technological tools that are relevant to their businesses.

This is in line with our aspiration to digitise the SME market by providing solutions beyond mobile and fixed services.”

Communication Services VOIP/IP Telephony Systems

winner Cisco Systems (Malaysia)

Unbroken Record

10 10

Though newcomers have made it a close call, Cisco Systems Malaysia maintains an unbroken record in this category with its seventh win in a row.

8

8

6

10 10

9.00 9.00

8.80 8.80

8

8

6

6

4

4

2

0

8

8.80

6

6

6

4

4

4

4

2

2

2

2

2

0

0

0

0

0

Post Implementation

10

 Cisco Systems 9.33 (Malaysia) 9.07  8 Nearest competitor

9.17

8

6

6

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Yeo Swee Key, Director, Commercial Segment, Post Implementation Cisco Systems Malaysia Sdn Bhd

9.07 9.07

8

10

9.00

9.33 9.33

8

Implementation

10

10 10

8.93

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

30

VIRTUALISATION SOLUTIONS Virtualisation

winner Microsoft Malaysia

More than a Virtual Victory

10 10

Actually there is nothing virtual about Microsoft Malaysia’s win as it wrests the crown in this category.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.51 7.51

7.14 7.14

Implementation

10

10

6

7.51

7.14

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.43 7.43

7.18 7.18

Post Implementation

7.43

7.18

8

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Wong Giok Leigh, Head of Public Relations, Post Implementation Marketing & Operations Organization, Microsoft Malaysia

8

10

 Microsoft Malaysia  8 Nearest competitor

8

10 10

7.47

7.16

Overall

SoftWARE Business Intelligence & Analytics Software

winner Microsoft Malaysia

Intelligent Win

10 10

As more companies being to operate in this category, Microsoft Malaysia records a definitive win.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.32 7.32

6.48 6.48

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

Implementation

10

10

6

7.32

6.48

6.67 6.67

Post Implementation

7.2

6

8

6.67

7.26

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Lackshu Balasubramaniam, BI & SQL Specialist, Post Implementation Microsoft Malaysia

7.27.2

10

 Microsoft Malaysia  8 Nearest competitor

8

10 10

6.575

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

31

SoftWARE Collaboration & Workflow Productivity Software

winner Hewlett-Packard Malaysia

Three Horse Race

10 10

Three big firms battle it out but Hewlett-Packard Malaysia’s sterling performance helps it across the finish line.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

8 8

7.27.2

Implementation

10

8

6

10

8

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.56 7.56

7.33 7.33

Post Implementation

7.33

7.56

8

7.665 6

4

4

4

2

2

2

0

0

0

Recipient on the right: Ramaswami Venkatesan, Country General Manager, Post Implementation Technology Services, Enterprise Group, Hewlett-Packard Malaysia Sdn Bhd

8

10

 Hewlett-Packard Malaysia  8 Nearest competitor

7.2

10 10

7.38

Overall

SoftWARE Database Management Software

winner Microsoft Malaysia

Battle of the Giants

10 10

This category continues to show two companies battling it out: Microsoft Malaysia takes the crown for the second year running.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.38 7.38

6.73 6.73

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

Implementation

10

10

6

7.38

6.73

6.85 6.85

Post Implementation

7.52

6

6.85

8

7.45

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Lackshu Balasubramaniam, BI & SQL Specialist, Post Implementation Microsoft Malaysia

7.52 7.52

10

 Microsoft Malaysia  8 Nearest competitor

8

10 10

6.79

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

32

SoftWARE Desktop & Server Management Software

winner Hewlett-Packard Malaysia

Back to Winning Form

10 10

In a highly competitive sector, Hewlett-Packard Malaysia finds the winning streak against close competition from three other major competitors.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7 7

6.74 6.74

Implementation

10

10

6

7

6.74

6

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.13 7.13

6.67 6.67

Post Implementation

7.13

6.67

8

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Justin Yeap, Product Manager for Enterprise Storage, Post Implementation Solutions Architect, HP Storage Division, Hewlett-Packard Malaysia Sdn Bhd

8

10

 Hewlett-Packard Malaysia  8 Nearest competitor

8

10 10

7.065

6.705

Overall

SoftWARE Enterprise Content Management Software

winner Microsoft Malaysia

In for the Win

10 10

Microsoft Malaysia chalks up its fourth win in a row in this category against even tougher competition this time round.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.12 7.12

7 7

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

Implementation

10

10

6

7.12

7

7 7

Post Implementation

7.37

6

8

7

7.245

6

4

4

4

2

2

2

0

0

0

Recipient on the right: Wong Giok Leigh, Head of Public Relations, Post Implementation Marketing & Operations Organization, Microsoft Malaysia

7.37 7.37

10

 Microsoft Malaysia  8 Nearest competitor

8

10 10

7

Overall

Computerworld Malaysia July–August 2013 www.computerworld.com.my

33

SoftWARE Storage Management Software

winner Hewlett-Packard Malaysia

Head to Head

10 10

In an aggressive field of more than a dozen major providers, Hewlett-Packard Malaysia takes home the win this year.

8

8

6

6

4

10 10

8

8

6

6

4

4

2

2

0

0

7.57.5

7.27.2

Implementation

10

10

6

7.5

7.2

6

8

8

6

6

4

4

4

2

2

2

2

0

0

0

0

7.43 7.43

7.19 7.19

Post Implementation

10

 Hewlett-Packard Malaysia  8 Nearest competitor

8

10 10

7.43

7.19

8

6

4

4

4

2

2

2

0

0

0

Recipients from the left: Patrina Sim, Software Sales Manager, HP Software, Hewlett-Packard Malaysia Sdn Bhd and Michelle Law, Marketing Programs Manager, Southeast Asia, HP Software, Hewlett-Packard Malaysia Sdn Bhd

7.465

7.195

Overall

34

Logging Off

Computerworld Malaysia July–August 2013 www.computerworld.com.my

Thumbs Up to all Winners and a Big Thank You to All who Voted!

From left: AvantiKumar, Editor, Computerworld Malaysia; Wong Yee Ha, Reception; Mark Hobson, Asia Regional Manager;

Suraini Sarip, Events Executive; Catherine Loh, Senior Account Manager; Mimi Zafidah, Reception

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