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Copyright 2013 Tech Mahindra. All rights reserved.

MIS
MANAGEMENT INFORMATION SYSTEM
2
CLAB
Lowlights.
Highlights.
Lab learning.
Scope Inventory.
Setup Design.
Document Inventory.
Volume of calls.
Resolution types.
Handling times.
Backup performance.
System availability.

AUTOMATION CLAB
Automation CLAB learning.
Process Automated.
Highlights and Lowlights.
Documents Maintained.
Self Ratings
CONTENTS
3
HIGHLIGHTS
Learning Environment.
Good Infra.
Mentor & faculty support.
Ops Team Support.
Training Module.
Soft skills.
Assignment
CLAB exercises.
ACADEMY
SELF
Confident.
Improved Technical knowledge
Patience.
Ability To Work in Team
Communication skills improved.

4
LOWLIGHTS
Presentation is less important in product
phase
System RAM Should Be Increased
Some Time One On One Feedback Is
Important
Some Time Expectation is very High
Validation Should Be Based On All The
Assessment Not Only OLA
ACADEMY
SELF
Stage Fear
Not To Much Familiar With
Scripting
Same With SQL Query.

5
LAB LEARNING
Proper Documentation
Following The Proper Process.
Time Management.
Dealing With The Customer.
Need To Do Proper Escalation
Proper Way Of Communicate With Customer

.

6
SCOPE INVENTORY
Base_Machine1
AD + DNS +
MSSQL
LINUX 5.5 +
NAGIOS
WIN 7
Base_Machine2
EXCHANGE+IIS+
MSSQL
EXCHANGE+IIS+O
TRS
WIN 7
MS Windows Server 2008
MSSQL-2008
MS Exchange-2007
Linux-5.5
Monitoring
NAGIOS
OTRS
Windows 7
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SETUP DESIGN
Base_Machine1
AD + DNS + MSSQL
LINUX 5.5 + NAGIOS
WIN 7
Base_Machine2
EXCHANGE+IIS+MSSQ
L
EXCHANGE+IIS+OTRS
WIN 7
Base_Machine1
AD
LYNC
EXCHANG
E
FILE
SERVER
SERVER FARM CUSTOMER ENVIRONMENT
L3 SWITCH 1 L3 SWITCH 1
Router Router
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DOCUMENT INVENTORY
NAME OF THE DOCUMENT ICON
Asset Inventory
Backup Template.

Backup Policy
Password Policy
Monitoring Dashboard
Log Sheet
Server Docket.

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Volume Of Calls
0
5
10
15
20
25
30
35
40
SERVICE REQUEST INCIDENT MANAGEMENT PATCH MANAGEMENT CRASH & RECOVERY
Volume Of Calls
RECEIVED PICKED RESOLVED NOT RESOLVED

SERVICE
REQUEST
INCIDENT
MANAGEMENT PATCH MANAGEMENT CRASH & RECOVERY
RECEIVED 34 20 5 5
PICKED 34 20 5 5
RESOLVED 32 12 5 0
NOT
RESOLVED 2 8 0 5
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RESOLUTION TYPES
0
5
10
15
20
25
30
RESOLUTION TYPES
Self Internet Mentor

SERVICE
REQUEST
INCIDENT
MANAGEMENT
PATCH
MANAGEMENT CRASH & RECOVERY
Self 25 9 0 0
Internet 9 3 5 0
Mentor 0 0 0 0
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HANDLING TIME
TOTAL WITHIN SLA SLA VIOLATED NOT COMPLETED
SERVICE REQUEST 34 30 1 3
INCIDENT MANAGEMENT 20 12 8 0
PATCH MANAGEMENT 5 5 0 0
CRASH & RECOVERY 5 0 4 1
0
5
10
15
20
25
30
35
40
TOTAL WITHIN SLA SLA VIOLATED NOT COMPLETED
HANDLING TIME
12
BACKUP PERFORMANCE
0
1
2
3
4
5
6
7
8
9
Expected Days Days Taken Successful Failed
BACKUP
VM1 VM3

Expected
Days Days Taken Successful Failed
VM1 8 8 8 0
VM2 8 8 6 2
VM3 8 8 8 0
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SYSTEM AVAILABILITY
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AUTOMATION CLAB
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AUTOMATION CLAB-LEARNING
More Over Technical

New Scripting languages Like- Perl,
PowerShell In MSAP

Team Work

To work Under Stress

Orchestrator Like SCO

Integration with OTRS using Modules

Managing time with respect to work and
pressure

Proper Isolation different tasks based on
the requirements

Overcoming all the challenges in order to
get proper output

Passing parameters to a WSDL directly

Understanding the limitations of each of
the technologies we used

Password vaulting and password
fetching(along with the limitations of each
version)
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PROCESS AUTOMATED
Service Request i> Resetting Password for
Active Directory Users
Ii>Resetting Password for
SQL users

Maintenance i>Resetting the password
for Active Directory Administrator
ii>Resetting the Password
for SQL SA
iii>Resetting the password
for Router User
iv>Ressetting the
password for Linux root user
V>Vaulting the password
in KEEPASS application
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HIGHLIGHTS AND LOWLIGHTS
HIGHLIGHTS
LOWLIGHTS
Prior Plan of Process Implementation.

Seriousness towards the work.

Effective Team work and effort to achieve the GOAL

Learning different scripting languages and how to deal
with according to the given requirements

Project Plan deviated.

Unable to deploy successfully.

Unable to find the error for the request
process

Unexpectedly not giving any RETCODE and
RETDESC from the shell node in TMSAP

Unable to complete within time
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DOCUMENTS MAINTAINED
Name Of The Document ICONS
Process Design
Project plan
Pseudo codes
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SELF RATING
4
20

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