01
Technical support
Get help with system issues, access problems, bug fixes and minor updates.
Priority-based SLA targets
BUILT BY CLT · FOR OUM DEPARTMENTS
Every request.
Better managed.
One platform.
Manage support, system enhancements and new development — with clear SLAs, the right team and transparent progress.
Multi-departmentSLA-drivenBuilt for OUM
cltservice.oum.edu.my
SERVICE CONTROL CENTRE
Your service overview
Total requests
177
Completed
160
In progress
1
SLA status · Active requests2/2
2 within SLA0 breached
Recent requests
SR-HWMASXD6
In progressSLAE LESSON
SR-E238XITO
CompletedSLAHMEF5213 Methodology
Illustrative overview based on CLT screenshot, 21 October 2026
5.0 / 5
32 ratings in CLT screenshot
ONE CONNECTED WORKFLOWTechnical supportSystem enhancementsNew development
OUR SERVICES
Different needs.
A structured solution.
From everyday issues to brand-new system ideas, every request follows a clear path.
02
System enhancement
Improve existing features to keep your systems aligned with your department’s needs.
Requester sign-off
03
New system development
Turn ideas into new systems or features, with a structured acceptance process.
UAT documentation & sign-off
STARTED AT CLT. BUILT TO GROW.
One system.
Not just one department.
Originally built to manage service requests to the Centre for Learning Technology, the system evolved when other departments needed the same solution. Today, it supports multiple departments on one platform.
Bring it to your departmentService Request System
Multi-department platform
CLT
Centre for Learning Technology
Support · Enhancement · Development
LMD
Your department next?Learner Management Division
Support · Bug fixes · Updates
Department settingsIndividual SLAsIndividual teams
TRANSPARENT PROGRESS
From request to resolution.
Track every stage. Know who is responsible and what happens next.
Pending
The request has been submitted and is awaiting review and assignment to the right agent.
One agent or a whole team
Assign a lead agent and add team members for requests that need collaboration.
Feedback that matters
Requesters can rate the service they receive and share feedback.
Reports for better decisions
Analyse requests, SLA performance and user ratings, with CSV exports in the system.
SERVICE COMMITMENT
More than a ticket.
A commitment behind it.
Every request is tied to the department’s SLA. Support resolution targets are based on priority, setting clearer expectations from the start.
CLT working hours: Monday–Friday, 8:00 AM–5:00 PM (MYT), excluding public holidays.
Urgent
3 working days
Critical failure / system down
High
5 working days
Major functionality impaired, no workaround
Medium
10 working days
Partial functionality loss, workaround available
Low
14 working days
Minor issues or general enquiries
Example support resolution targets from the shared CLT SLA. SLAs are configurable per department. Enhancement and development timelines depend on the agreed scope.
GET A CLOSER LOOK
Designed for real work.
Explore actual Service Request System screenshots shared by CLT.
DashboardACTUAL SCREENSHOT
Request status and SLA monitoring in one overview.
1 / 9
REPORTS & ANALYTICS
Measurable performance.
Data-informed decisions.
From each agent’s SLA compliance to UAT approval, reports connect service activity with department performance.
CLT report overview
1 June – 21 October 2026 · All types
Total requests
128
Completed
115
Avg. completion time
136.1h
Average rating
5.0/ 5
Requests by service type
Support / bug fix102
Enhancement18
New development8
Pending requests0
SLA performance overview
100% compliance117
Within SLA
0
At risk
0
Breached
11
No SLA data
117 of 117 requests with SLA data are within SLA. The 11 requests without SLA data are excluded from the compliance rate.
4 SLA-adjusted tickets20 sign-offs approved
The full report includes priority SLAs, agent performance, SLA adjustments, UAT / sign-off and the top 10 requesters. These are historical sample figures, not live data.
For a PDF copy, select “Save as PDF” in your browser’s print dialog.
COMMON QUESTIONS
Have questions?
Let’s clear things up.
For your department’s specific needs, speak directly with the CLT team.
Is the system only for CLT?
No. The system started at CLT and has been enhanced to support multiple departments. Each department can have its own service types, team and SLA settings.
Can multiple agents work on one request?
Yes. Requests can be assigned to one or multiple agents. A lead agent is responsible for status updates and the SLA, with team members supporting delivery.
How is service performance monitored?
The system provides SLA status, request statistics, user ratings and analytics reports. Reports can be filtered and exported as CSV in the actual system.
How can our department get started?
Contact CLT on WhatsApp at 016-311 6650 to discuss service types, workflows, teams and suitable SLAs for your department.
Better service starts
with one conversation.
Interested in using the Service Request System for your department? The CLT team is ready to discuss your needs.
WhatsApp the CLT team016-311 6650 | Centre for Learning Technology