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A management professional should not only be well versed with the principles and theories of management but should also be capable of applying the theories and principles studied successfully in the practical life. Considering the practical aspect of the theoretical knowledge to be the supreme importance, Summer Training forms an integral part of the business management curriculum. I pursued my summer internship at POWER GRID CORPORATION OF INDIA LTD, GURGAON and submitting the report as the partial fulfillment of MBA conducted by Lalit Mohan Thapar School Of Management, Patiala. We hope that the project report will communicate the actual quality of the experience gained with subtlety and precision which is unapproachable by any other means.
Concentration, hard work and application essentials are not the only factors to achieve the desired goals. These must be supplemented by guidance, assistance and cooperation of people to make it success. Many people have given their precious idea and valuable time to enable me to complete this project and I am deeply indebted to all of them for their excellent ideas and assistance. This gives me immense pleasure to thank my project guide Mr. Sunil Kumar (Manager, IT) under whose able guidance and enlightening pathfinder navigation I was able to complete this project. I greatly thank Mr.S.Narsimhan (CM.IT) and Mr.Sameer Chaudhary (DGM.IT) for giving me an opportunity to know more about one of the largest transmission network in the world. I am extremely thankful to the employees who spared time to participate in the survey. I thank them all. And finally thanks to POWER GRID for providing me a project which has been truly beneficial for me in enhancing my skill.
TABLE OF CONTENT
PROJECT ELEMENT 1. Introduction 2. Executive Summary PROJECT REQIREMENT 3. Company Profile 4. Objective of Study 5. Scope of Study PROJECT SPECIFICATION 6. Research Methodology 7. Study of existing system 8. User satisfaction survey 9. Findings PROJECT FINDING 10. Recommendation of IT processes 11. Recommendation PROJECT DETAIL 12. References And Bibliography
INTRODUCTION The title of this project is “ Study of IT Service Delivery and Service Support process in POWERGRID ”. and to keep the performance of employees up to the mark. The IT department of the company is trying to map its service delivery and support processes to the standard best practices (ITIL). The aim of the project is to gauge whether the partial adoption of ITIL has left any positive impact on end user satisfaction. Company is committed to establish and maintain an efficient and effective “National Grid” with due regard to time. technology and value additions. This data helped to come to a conclusion & to make recommendations for providing end user quality and speedy service. The work is largely based on primary data (Questionnaire). POWERGRID was incorporated in October 1989. identify the further needs of employees and recommend the relevant process which can be suitable for the IT environment. and Problem Management. Recently. As per the IT roadmap the company was suppose to adopt further processes of ITIL Service Support and Service Delivery in phased manner . company has implemented two processes of ITIL service support which are Incident Management. POWERGRID believes that IT is an important asset for them. cost.1. 4 . collected by the employees.
The given data was not enough for the study so a briefing about the network was given. This was on basic of any network. These were to find out the strong and weak areas IT services provided by POWERGRID to its employees On the week one I visited office and they provided me secondary data.2. The questionnaire length was kept optimum to manage with time and to avoid psychological pressure on respondent. During that week complete analysis of data was done. It was an eight week project. Next week I study the IT services of powergrid. The respondents were belonged to different departments.EXECUTIVE SUMMARY In May 2008. 5 . Then next week we gave suggestion about the application of new processes in the IT system and gave a outline of the basic need of those processes and human resource requirement. We study books available in library and their manuals. In last Recommendations were made. In the next two weeks questionnaire was circulated and feedback was collected from 50 respondents. which was done through questionnaire. There was also a need to do a satisfactory analysis. I joined POWERGRID as a trainee on project “ Study of IT Service Delivery and Service Support process in POWERGRID ”. This project was based on certain objectives. Next week was in office in analysis of the data and recommendations.
to undertake the programme lying the extra High Voltage Alternating Current (EHVAC) and High Voltage Direct Current (HVDC) transmission systems and associated sub-stations and constructing load dispatch and communications facilities in a coordinated and efficient manner for moving large blocks of power from various generating sources with the central sector to the load centers. Power-grid an ISO 9001certified company is the change agent in the evaluation restructuring movement that is sweeping the Indian power sector –an amalgamating force pooling the best the transmission expertise from various organizations in power sector Power-grid based on the result for financial year 2006-07 has achieved “excellent performance” rating as per its M.COMPANY PROFILE Power Grid Corporation of India Limited (Power Grid) is the central transmission utility of India. POWERGRID consistently maintaining the availability of its transmission system above 99. POWER GRID takes pride in maintaining high transmission system availability and is ranked amongst the top six transmission utilities in the world.O. In short. the POWERGRID was created to pool expertise and resources in power transmission systems in India existing in other power sector entities under the umbrella of a single corporate institution. entered for the 9th successive year.U with govt.1956. Incorporated in October 1989 it possesses one of the largest transmission networks in the world with an authorized share capital of Rs.50% level through deployment of latest Operation and Maintenance techniques at par with global standards. Recently based on its performance it has been given the status of NAV RATNAN. 6 .5000 crores under the Indian Companies Act.3.
there is no gainsaying the fact that the entire pace of this economic restructuring and liberalization. and started its commercial operation in 1992. It has been achieved a system availability of over 99.4% during 20022003. The connection is simple.Today its own and operates over 46. operate and maintain AC (Alternate Current) & HVDC (High Voltage Direct Current) transmission systems including Load Dispatch facilities under Central sector. and as our country moves on form command economy to open economy and as the wind of change sweep across the economic boundaries. can the development of transmission system be far behind! Evidently.POWERGRID is also operating all the 5 Regional Load Dispatch Centers (RLDCs) for real time monitoring and efficient grid management. POWERGRID takes pride in maintaining high transmission system availability and is ranked amongst top six transmission utilities in the world. it is the time to reassess the fundamentals once again. when the economy is set to develop in leaps and bounds and when there is development in capacity additions to power generation.POWERGRID:A TURNING POINT IN INDIAN POWER SECTOR As POWERGRID goes international. POWERGRID was formed with the mandate to build. For.836 MVA transformation capacities. and the parallel are many. EVOLUTION OF POWERGRID It was incorporated in October 1989. About one third of the total generating capacity in India is transmitted through POWERGRID system. especially towards one of the most powerful economy driving sectors in any developing economy – the Power Sector.245 circuit kilometers of Extra High Voltage Transmission lines along with 86 sub-stations having over 44. it. there has been a clearly noticeable major shift in focus in power sector for the past few years and is expected to continue for some years to come. And. Because a world without transmission system is a world without roads. which we are now passing through. is revolution in disguise. 7 .
Kms transmission lines with 82 sub. POWER GRID CORPORATION OF INDIA LIMITED (POWERGRID). on sound commercial principles. Its transmission network traverses the entire length and breadth of the country.In Electricity Laws Amendment Act 1998. The company is having in-house expertise in all specialized areas of transmission system including 800 KV AC. transmitting power of about 200 billion units valued at Rs. 400 billion annually. “Transmission” became a separate activity & POWERGRID was recognized as CTU (Central Transmission Utility) to: • • • Undertake transmission of energy through inter-state transmission Discharge all functions of planning and co-ordination related to inter-state transmission Exercise supervision and control for inter-state transmission system and operate MISSION Establishment and operation of Regional and National Power Grids to facilitate transfer of electric power within and across the regions with Reliability. Static Var Compensation. + 500 KV HVDC. which are at par with the international utilities. POWERGRID with a 8 . It maintains the transmission system with availability consistently over 99% by deploying best standards and practices. POWERGRID is the first power utility in the country to be accredited with ISO 9001.stations having transformation capacity of 46.000 ckt. Security and Economy. Gas Insulated Substations.000 MVA under its operation. Series Capacitors etc. India’s Central Transmission Utility (CTU) & National Grid Operator owns about 48.
4.000 MW by the year 2012. It plans to add over 60. 8. Establish/augment and operate all Regional Load Dispatch Centers and Communication facilities. Efficient Operation and Maintenance of Transmission Systems. 9 . State Transmission Utilities. 3. Central Government.000ckt kms of Transmission Network with an investment of over Rs. 9. 7. Transmission Licensees.00. 6. 2.710 Billion to evacuate additional 1. Generating Companies.190 billion. Licensees. plans to create strong and vibrant National Grid by 2012. Exercise supervision and control over the Inter-State Transmission System. Authority. State Government. 5. OBJECTIVES The Corporation has set following objectives in line with its Mission and its status as "Central Transmission Utility": Undertake transmission of energy through Inter-State Transmission System. Regional Electricity Boards. Any other person notified by the Central Government on this behalf. Discharge all functions of planning and coordination relating to Inter-State Transmission System with1.gross asset base of about Rs.
cost. occupational hazard free and healthy work environment. Joint Ventures. INTEGRATED MANAGEMENT POLICY POWERGRID is committed to: • • Establish and maintain an efficient and effective "National Grid" with due regard to time. To facilitate private sector participation on Transmission system through Independent Private Transmission Company. To provide consultancy services at national and international levels in transmission sector based on the in-house expertise developed by the organization. through deployment of Emergency Restoration Systems. to the satisfaction of stakeholders in all areas of its activities and shall endeavor to continually improve its management systems and practices in conformity to legal and regulatory provisions. To assist various SEBs and other utilities in up gradation of skills & sharing of expertise by organizing regular conferences. 10 . technology and value and addition Sustainable development through conservation of natural resources and adopting environment friendly technology on principle of Avoidance. Minimization and Mitigation. flood etc. • Ensure safe. Restoring power in quickest possible time in the event of any natural disasters like super-cyclone. tailor-made training workshops directed towards specific technological and O&M areas and extending laboratory facilities for testing purposes etc.
AREAS OF OPERATION Development of Inter-State transmission Systems • • • • Planning & Design Construction Quality Assurance & Inspection Operation & Maintenance Grid Management • • • • Establishment of modern Load Dispatch Centers Real-time Grid Operation Optimum scheduling & dispatch Energy accounting including settlements Diversification • • • • • • Broad band Telecom Services. Sub-transmission Distribution Rural Electrification Consultancy Entertainment 11 .
k. average availability of transmission system was mentioned at 99. 1630 CKT K.k.t of 132 KV along with 68 substation with transforming capacity of 34288 M.dynamic contact resistance measurement of circuit breaker .V. Which is higher then any other performance shown by power grid in the recent past. 28765ckt K. Power grid continues to wheel about 40% of total power generated through its gigantic transmission network.S of 400K.variably shunt reactor and thermo-vision scanning of switch yard equipment with new generation cameras etc.M. Such a high level of operational effectiveness is has been possible through the regular use latest O&M technology which include hot line maintenance .C.A as per the latest result with the use of modern state of the preventive maintenance techniques.t of 220 KV.OPERATIONAL EFFECTIVENESS Power grid is operating a total of 40289 KMS of transmission lines consisting of 563ckt KMS 0f 800 K.S OF H.V.third harmonic leakage current measurement on lightning arrester .V.M.17% as per the latest result.V. NATIONAL POWER GRID 12 . 2042c.D.emergency restoration system . 7252c.frequency response analysis for transformer and reactor ..dynamic testing of relays .
were approved and taken up for implementation.000 Crore. etc. 71. As on the year end. 11 new sub-stations and transformation During the year. for strengthening the regional grids (five grids structured on geographical contiguity basis) and to support the generation capacity addition program of about 1.850 MVA. while the balance of Rs.000 MW during X & XI Plans. 8.000 Crore (30%) is envisaged to be mobilized through Private Participation.00. are under implementation and most of the projects are progressing either ahead of or on schedule. 50.000 Crore (70%). POWERGRID plans to invest about Rs.000 crore (about USD 16 billion). in a phased manner.250 CkT Kms of transmission lines. 21. costing about Rs. a total of 54 transmission projects.A perspective transmission plan has been evolved and put into implementation by POWERGRID for establishment of an integrated National Power Grid. of transmission lines. Inter-regional power transfer capacity of 9500 MW by the end of FY 04-05 is expected to be enhanced to 30. we have added about 4. Project Review Meetings (PRM) at regular intervals also through video conferencing. pre-emptive measures and advance actions for various project linked activities like survey and soil investigations.900 Crore.343 Ckt. procurement. have contributed significantly towards timely implementation of projects. Out of this. 19 new projects worth about Rs. During the year. involving 10.000 MW by year 2012. For creation of such a National Grid. 8 new sub-stations and transformation capacity of about 5. Km. Major projects commissioned during the year are: • 400 kV S/C Jallandhar-Amritsar line 13 . total investment requirement in the central transmission sector during X & XI plan periods has been envisaged to be about Rs. PROJECT IMPLEMENTATION Integrated Project Management and Control Systems (IPMCS) adopted by POWERGRID continue to play significant role in expeditious implementation of projects with economy and well within required time frame. 30.
• • • • • • • • • • • • • • 800 kV S/C Tehri-Meerut Transmission line-II (initial operation at 400 kV) 400 kV Dulhasti Transmission system 400 kV D/C Gorakhpur (UPPCL) – Gorakhpur line 400 kV D/C Lucknow-Unnao line 400 kV D/C Agra-Jaipur line 400 kV D/C Tala-Siliguri Line –II 400 kV D/C Biharshariff-Muzaffarpur line and LILO of Farakka-Jeerat at Subhashgram (new sub-station) 765 kV S/C Agra-Gwalior (initial operation at 400 kV level) inter-regional link 765 kV S/C Bina-Gwalior line (initial operation at 400 Kv level) along with associated bays at Gwalior and Bina 400 kV D/C Vindhyachal-Satna line and LILO of 400 kV D/C Satna-Bina 400 kV D/C Kahalgaon-Patna line (one circuit) along with associated bays at Patna 400 kV D/C Patna-Balia inter-regional link (one circuit) along with new Substation at Balia 400 kV D/C Balia-Mau line(one circuit) 400 kV D/C Neelamangala-Mysore line POWERGRID has ventured into telecom and aims to utilize its vast infrastructure to set up a cost effective broadband Telecom network in the country. Considerable progress has already been made towards setting up a nation wide broadband telecom network of about 20. 420 crore.000 kms by the year 2005 to interconnect about 60 cities. The company is an Infrastructure Provider – II and Internet Service Provider – Category A licensee for leasing bandwidth. The project envisages laying a 200 kms long 220 kv transmission line which would pass over Hindukush mountains at a height of approximately 4.000 mtrs above sea level and which is a region covered with snow for 9 months in a year. Power grid has successfully ventured into the INTERNATIONAL arena by a taking up a transmission project in Afghanistan costing about Rs. 14 .
of Extra High Voltage transmission lines with106 Nos.500 circuit kms. GROWTH IN TRANSMISSION Keeping in view the large incremental capacity addition requirements of 10th and 11th Five Year Plans and to fulfill the macro objective of Power sector i. of Extra High Voltage transmission lines and 35 sub-stations are under construction. of EHVAC & HVDC sub-stations till June.100 MW. POWERGRID has: • Implemented various Transmission Schemes and its Network has grown to 61.2007. Presently. GROWTH PROFILE 15 .Company has secured consultancy assignments in Nepal and Bhutan also against stiff competition from international consultants. consistently maintained the transmission system availability over 99% at par with the International utilities. power to all by 2012.e.500 circuit kms. about 32. strengthening of regional grids. POWERGRID is oriented towards implementation of generation evacuation schemes. development of an integrated National Grid with flexibility for power transfer from one region to another and has in place the requisite Load Dispatch facilities for real time grid operation. • • Established the Inter-regional power transfer capacity of 14.
000 2004-05 84 48.Indicator S/Stn TL Length (CKm) Capital employed 1992-93 39 23. the Company operates about 59461 circuit kilometers of transmission lines and 93 sub-stations. Phase-II: Transfer of existing Regional Electricity Boards and Regional Load Dispatch Centers together with associated communication facilities. Presently.400 MVA. As on August 14. Phase-III: Establish Power Pool to facilitate exchange of power between States/Regions leading to formation of National Power Grid. 2007. more than 45% of total power generated in the country is being transmitted on the 16 . with transformation capacity of about 54. POWERGRID started its commercial operations in 1992-93.500 Growth(%) 115 111 Rs 3705 cr Rs 15028 cr 306 Net profit Manpower Rs 236 cr 5652 Rs 748 cr 6926 217 23 DEVELOPMENTAL STAGES The phased development of POWERGRID at the time of its formation was foreseen as follows: • • • Phase-I: Transfer of Transmission facilities along with related manpower from Central / Centre–State Joint Venture Organizations.
Development of National Grid has been planned in a phased manner. Such transfer has taken place mostly from power surplus Eastern Region to other regions of the country. 4082 Crores in 2006-07. POWERGRID has been trying effectively to showcase business development activity within India and abroad.transmission network owned by POWERGRID. 1229 Crores in 2006-07 as against Rs. 236 Crores in 1992-93. Not only do this assignment improve bottom line of the corporation but also contribute to employees’ experience & expertise in various disciplines and provide them growth opportunities. Load Dispatch centers. Rural Electrification and Sub-transmission. Capacity of 10957 MW has been established by POWERGRID. The Turnover of POWERGRID went up from Rs. POWERGRID has set a benchmark in timely payment to its contractors and suppliers for timely execution of the projects. At present. with the expertise and varied experience in all areas of its business such as Transmission Lines. 34800 MU). inter-regional power transfer. Distribution. Country could thus meet more demand from the existing resources POWERGRID is executing its various transmission schemes by deploying internal resources generated by the company and through raising financial resources from the domestic as well as international market based on the strength of its Balance Sheet and timely execution of projects. 634 Crores in 1992-93 to Rs. 17 . energy transfer of about 37390 million units (MU) was facilitated across regions during FY 2006-07 an increase of about 12% compared to previous year (i.e. sub-stations. Telecom. With such interregional links. Company secured many prestigious international and domestic consultancy assignments. The company has been able to maintain the self financing ratio of 30% for its project investment during the Xth Plan in addition to payment of dividend to Government of India continuously as per the Guidelines of Ministry. The Net Profit rose to Rs. POWERGRID possesses impressive financial track record as well.
79 18943.31 Turnover Gross Fixed Asset (Rs. In Crore) 689 643 748 786 1009 (Rs.3 19876 21931 24888 18 . In Crore) 13776.FINANCIAL HIGHLIGHTS Year Profit After Deferred Tax 2001-02 2002-03 2003-04 2004-05 2005-06 (Rs. In Crore) 2459 2533 2805 2831 3554.
which is 42% higher over last year. company is in the process of forming joint ventures with other companies such as Reliance Energy Ltd. This has become a role model for public-private partnership. Company’s endeavor in this direction is in appreciation of the fact that these generating companies lack technical capabilities and 19 . could have taken up construction of the same on their own . POWERGRID is also collaborating with private generators for building up their transmission network. 2003. 35 Crore for the financial year 2005-06. who otherwise.000 circuit kms of transmission network with capital investment of over Rs.000 crore is expected to be contributed by private sector. 21. Out of this . 71. On similar lines. FUTURE PLAN Power grid is fully geared up to implement additional 60. The first joint venture between POWER GRID and TATA POWER is already implementing Transmission System associated with Tala Hydro Electric project at an estimated cost of Rs. as per Electricity Act. where POWERGRID’s equity will be 26%. For Transmission System associated with Koldam & Parbati-II HEP. Rs. In this direction .POWERGRID achieved a record Turnover of more than Rs.000 crore during 10th and 11th five year plans ( 2002-12 ) . company has played a leading role in attracting private investors for investment in the transmission sector through formation of joint ventures. 1600 crore.
SCOPE OF STUDY Network Management involves deploying and coordinating resources well. Network Management has become most important factor in management now a days. IT services are best utilized for the growth of the organization and bring out the best from the employees. There is a need for recognizing the strategic importance of the communication network and its management. It brings together IT and physical resources. it is important to understand the basic functions of the IT department because the success of the IT department as well as the organization depends upon how the IT efficient use of IT Services. 20 .expertise to take up such transmission projects. In order to be a smart IT manager. POWERGRID’s stake in such ventures would be limited to 26% of the equity. Assured IT services help for achieving the organizational objectives.
Suggesting the company on the areas of improvement on the basis of findings 21 .OBJECTIVE OF STUDY There should be specific objective for introducing a new process in a network.. This project has following objective. To assess the IT needs of the employees of Power Grid. To understand processes involved in controlling and interfacing the IT applications in the organization. • • • • • • To find out how IT department works in an organization. To understand the need for introducing any new process by the IT department in the Power Grid. When there is an aim to be achieved in the introducing a process in a network then all efforts should be directed to achieve it. To analyze the application of IT services provided to employees. To identify improvement in recent system or new additions in existing system needed by the employees of Power Grid.
The purpose of methodology is to describe the process involved in the research work. The questionnaire after been approved by the project guide is circulated to be answered by a sample of 45 employees at all the levels and departments. suggestions to improve the existing system in POWERGRID are given. 22 . • • • • First of all a study of the IT services provided at POWERGRID is done with the help of various manuals. Research methodology has many dimensions. After getting the information from various respondents an analysis is done to assess the need of improvement in existing IT services at POWERGRID.RESEARCH METHODOLOGY Research methodology is a way to systematically solve the research problem. On the basis of findings. It may be understood as a science of studies how research is done scientifically.books and access to the site of the organization.
secure.EXISTING SYSTEM OBJECTIVE • To design. To inter-connect business processes in the organisation through horizontal IT systems to provide value enhancements to vertical functions. To meet and exceed the service expectations of internal as well as external customers through continuous business process improvement. operate and maintain standards based appropriate IT Solutions to support business operations of POWERGRID in a reliable. The scope of this document is limited to the job assigned to the Corporate IT Department which includes • Establishment and maintenance of IT infrastructure at Corporate Centre / Wide Area Network interconnecting various Regional 23 . interoperable and economical manner. • • Purpose and Scope This document details out the various processes and procedures being followed by Corporate IT Department in order to meet its objectives.
operation and upgradation of IT security systems.establishments with Corporate Center. They are equipped with the adequate resources to effectively discharge their function. customization implementation and support through various lifecycle stages. establishment and upgradation of IT infrastructure at POWERGRID Corporate Centre to cater to the need of IT application working on it. development. design. and • • • Procedures The personnel deployed for various activities of the department are earmarked based on professional qualifications and experiences appropriate to the responsibilities assigned. There is a well-defined organization structure along with definition of role and responsibility along with the interfaces as given in organization chart at Annexure A . An Integerated IT Maintainance and Management Services (IIMMS) system has been developed to provide a single window to address all IT related service issues. its operation and maintenance is the responsibility of respective RHQs and RLDCs Planning. • Providing guidelines for IT infrastructure development at Regional establishments. These services are outsourced and organigram of the IIMMS support group along with the role and responsibility is also enclosed as 24 . Planning. Implementation of IT infrastructure. Application acquisition.
Deployment. Various processes within the department are identified as follows: • • • IT Service Support process IT infrastructure establishment/ augmentation process Application Acquisition/Development. carrying out necessary changes which are required. Gurgaon. Maintenance and up gradation process IT Services Support Process This process involves capturing and speedy resolution of all IT service support incidents at Corporate Centre. This is done through a web based application maintaining the incidents database to analyze the nature of 25 . Purpose The purpose is to provide end user quality and speedy service by resolving their day to day service incidents related to IT Systems.Annexure-B. identification and correction of underlying problem.
incidents and make necessary improvements in the infrastructure which reduces the number of incidents in the future. In view of this two process control tools which facilitates integration process are provided . Responsibility and Authority for implementation Responsibility of operationalising this process and implementation of related procedure is on Chief Manager/ Manager(Support Services). email and web. 3) A knowledge management system is integrated with helpdesk system cataloguing solutions to commonly occuring incidents. The Integrated Help Desk system is detailed in the document “GLPI . These are: 1) Centralised Helpdesk Facility: Helpdesk facility is equipped with an on-line helpdesk application which can be accessed through different communication channels like Telephone.The Integrated Helpdesk Solution”. The inventory application maintains a database of all IT assets through an agent which is installed on all desktops or through an IP discovery mechanism. and smooth interfaces among the various 26 . However. Centralized helpdesk is supported by a team of support engineers and site in-charge. 2) The helpdesk application is connected back-to-back with another IT inventory application. The role of helpdesk personnel is to co-ordinate for resolving the reported incidents with internal and external entities through its lifecycle. Sub-processes of service support process : • • Incident Management Process Problem Management Process All the above sub-processes and other processes work in integrated mode to deliver the efficient service to the end users. The helpdesk is manned on all working days between 0900 and 1800 hrs. the over all accountability is of HoD(IT).
by attempting a resolution-on-first-call for commonly occuring problems or refer them to appropirate technical resource for resolution. • • • Role of Site-in-charge: • • • • • • Managing the request life-cycle. prepare input sheet for escalation to higher level 27 . including closure and verification Communicating planned and short-term changes of service levels to Customers Providing management information and recommendations for service improvement Incident resolution and management Interface with Powergrid for escalation of unresolved incidents Highlighting Customer training and education needs Role of Support Engineers Attend the call at first level Perform diagnostic and troubleshooting If not able to close incidents. first-line user liaison Recording and tracking Incidents Keeping users informed on request status and progress Making an initial assessment of requests. Co-ordinating second-line and third-party support groups including in-house application development and deployment team.Roles and Responsiblities : Helpdesk is expected to carry out following functions: • • • • Receiving incident calls. Closing incidents and confirmation with user. Preparation of daily IIMMS report.
RESEARCH TYPE Analytical Research SAMPLE PROCEDURE • • Universe -: All the employees of POWERGRID (Address of Corp Office) Population -: All the employees and various departments of POWERGRID who are using IT applications.USER SATISFACTION SURVEY RESEARCH OBJECTIVE The survey is being done with the objective to gather user feedback on IT Service being rendered at corporate office and taking in the valuable end user suggestion for improvement of existing services and implementation of new IT services. SAMPLE FRAME • Sample unit – 43 28 .
Keeping in view the objective of the research. FINDINGS To gauge the satisfaction level of employees using IT enabled services. primary data was collected through questionnaires. 1. The data was collected by web based questionnaire and personal questionnaire for the purpose. The questionnaire consists. Frequency Distribution It is evident from the results that the employees are satisfied with the IT enabled services and the introduction of IT helpdesk. 29 . since this was a live project for the feedback of the employees using IT enabled services. the following statistical tools were used for substantiating the findings of the research.• Sample design – Simple random sampling. QUESTIONNAIRE CONSTRUCT The questionnaire consists of a set of 18 questions and was circulated among 43 employees (cross functional departments). and arrive at the decision. both quantitative & qualitative aspects for data collection. METHODS OF DATA COLLECTION • Primary Data Primary data is that which is collected for the first time and thus happens to be original in character.
How would you rate the problem solving performance of IT services? very dissatisfied 0.65% 30 .77% very satisfied 4.63% neutral 13.95% satisfied 69.00% dissatisfied 11.Q7.
Series 1.Very dissatisfied Series 2.16% frequently 69.Dissatisfied Series 3.00% Rarely 6.77% always 16.Very satisfied Q8.98% occasionally 51.Satisfied Series 5. Do you utilize the helpdesk for IT problem? never 0.28% 31 .Neutral Series 4.
How quickly they respond to your call? immediately 9.occasionally Series 4.65% too late 0.always Q9.frequently Series 5.93% late 4.12% at their pace 20.never Series 2.00% 32 .Series 1.rarely Series 3.30% Quick 65.
Series 1.65% your e-mail account for office related occasionally 13.immediately Series 2.at their pace Series 4. Do you use correspondence? never 0.84% 33 .00% Rarely 4.56% always 48.too late Q11.late Series 5.95% frequently 32.quick Series 3.
95% Rarely 44.never Series 2. Do you face any e-mail related problem? never 13.frequently Series 5.occasionally Series 4.33% 34 .56% frequently 6.19% occasionally 32.rarely Series 3.always Q12.Series 1.98% always 2.
86% fair 9.never Series 2.occasionally Series 4.30% very good 34.30% needs improvement 4. How do you rate power portal? excellent 9.frequently Series 5.always Q13.65% 35 .Series 1.88% good 41.rarely Series 3.
good Series 4.needs improvement Q15.excellent Series 2.Series 1. thin client web)? excellent 2.very good Series 3.65% needs improvement 9.91% good 55. How would you rate the response time of the services (like mail server.81% fair 4.30% 36 .fair Series 5.33% very good 27.
very good Series 3.excellent Series 2.needs improvement FREQUENCY DISTRIBUTION An arrangement of statistical data that exhibits the frequency of the occurrence of the values of a variable. A frequency distribution is a list of the values that a variable takes in a sample. showing the number of times each value appears. 37 . It is usually a list. ordered by quantity.good Series 4.Series 1.fair Series 5. Frequency distributions can show either the actual number of observations falling in each range or the percentage of observations.
It shows Frequency how the Distribution observations cluster tells around a us: central value. This assessment involves measures of central tendency or averages. CHI SQUARE TEST Ho Satisfaction level from IT support & Helpdesk are same 38 . 2. Frequency distributions are also used in frequency analysis to crack codes and refer to the relative frequency of letters in different languages.What 1. It shows the degree of difference between observations. from these tables. the result show that employees are satisfied with the changes in IT support services & the helpdesk. APPLICATIONS Managing and operating on frequency tabulated data is much simpler than operation on raw data. 6 & Q. such as the mean and median. standard deviation etc. mean. 2. such as the standard deviation or variance. Chi Square Test (Q. 10) Test of goodness fit was used for propose. There are simple algorithms to calculate median. Statistical hypothesis testing is founded on the assessment of differences and similarities between frequency distributions. and measures of variability or statistical dispersion.
635 53. Calculation for E IT Support Satisfied 30 IT Helpdesk 33 63 Dissatisfied 5 35 6 39 Difference (Obj – E) -11 -63 Difference^2 (Obj – E)^2 121 3969 Summation 11 74 Difference (Obj – E)^2/E 1.e.27 Hence E = 74 Obj 63 11 E 74 74 The Critical Value from the table with Degree of Freedom (n-1) i.635 55. 39 .27 (The calculation for Critical Value has been calculated as following df 40 & Significance Level 5 % which is 55.H1 Satisfaction level from IT support & Helpdesk are not same Formula .Summation (Obj – E)^2 E Where O stands for Observed E stands for Expected Methodology for Chi Square Test Respondents responding with Neutral have been Eliminated.8) Hence Ho is accepted since Ho <= 55. Very Dissatisfied & Dissatisfied have been treated as NO and Very satisfied and Satisfied have been treated as YES.8 The chi-square test is used to test if a sample of data came from a population with a specific distribution. 43-1 at 5 % significance level is 55.
27% 100% Cross-Tabulation is one of the analytical tools that is a main-stay of the market research industry. also known as contingency table analysis is most often used to analyze categorical (nominal measurement scale) data. using terms such as "banners". Cross-Tabulation analysis has it's own unique language. Cross Tabulation (Q4 & Q5) The results show that the knowledge of IT process helps in the effective utilization of IT helpdesk. The chi-square goodness-of-fit test is applied to binned data (i. However.37% 11. 40 . the value of the chi-square test statistic is dependent on how the data is binned. Chi-Square Statistic" and "Expected Values" when describing the tables. Cross tabulation analysis. Cross-tabulation tables provide a wealth of information about the relationship between the variables. This is actually not a restriction since for non-binned data you can simply calculate a histogram or frequency table before generating the chi-square test. "stubs". One estimate is that single variable frequency analysis and cross-tabulation analysis account for more than 90% of all research analyses.An attractive feature of the chi-square goodness-of-fit test is that it can be applied to any univariate distribution for which you can calculate the cumulative distribution function. A cross-tabulation is a two (or more) dimensional table that records the number (frequency) of respondents that have the specific characteristics described in the cells of the table. Another disadvantage of the chi-square test is that it requires a sufficient sample size in order for the chi-square approximation to be valid.72% 16.62% 83. CROSS TABULATION Improvement in Improvement in service: Yes service: No Knowledge of IT: 33 3 36 Yes Knowledge of IT: 5 2 7 No 38 5 43 88.e.. 3. data put into classes).
It will be easy to change the password and very safe. it’s pertinent to impart skill upgrading programs. 41 . LIMITATIONS Although sincere efforts were made to collect maximum information from the respondents even then. Implementation of wi-fi within the organization. Employee login. which is module specific to the departments for the optimum utilization of the IT enabled services and the helpdesk. this report is subjected to the following limitations and problems: : All the respondents were not seldom fair in their responses to questions.Suggestions & Recommendations Considering the cross functional departments within the Organization. All the facilities available on the organization’s website should be integrated. should have same password. Finance portal etc. User training is required to enable users to solve minor troubles on their own. Dependency on primary data. Old hardware should be replaced. Email.
in particular Change Management and Release Management. 42 . Since the results have been drawn on the bases of information provided by the respondent. Recommendation for IT processes in the IT System of PowerGrid Configuration Management The main task of Configuration Management is to keep an up-to-date record of all the components in the IT infrastructure configuration and the interrelations between them. chance of response error might have occur. Some respondents were reluctant in providing the correct information as they may hide the personal information. All department were not covered Sample size could have been increased. The last but not the last major limitation was that the project may be confined in terms of knowledge as there is always a room for improvement. This is not a simple task and requires the cooperation of the people managing other processes.
design. development. The scope of this document is limited to the job assigned to the Corporate IT Department which includes • Establishment and maintenance of IT infrastructure at Corporate Centre / Wide Area Network interconnecting various Regional establishments with Corporate Center. in particular to Incident Management. customization implementation and support through various lifecycle stages. establishment and upgradation of IT infrastructure at POWERGRID Corporate Centre to cater to the need of IT application working on it. status.Objective • • • Providing accurate and reliable information to the rest of the organization about all the components of the IT infrastructure. o Services provided by each CI. etc. operation and upgradation of IT security systems. Purpose and Scope This document details out the various processes and procedures being followed by Corporate IT Department in order to meet its objectives. and • • • • The main activities of configuration management are summarized in the following flow chart:- Start Specify Target Device 43 . type. Providing guidelines for IT infrastructure development at Regional establishments. Implementation of IT infrastructure. o Interrelations between CIs. Problem Management and Change Management. its operation and maintenance is the responsibility of respective RHQs and RLDCs Planning. Planning. Serve as a support to the other processes. Keep the Configurations Database up-to-date: o Up-to-date records of all CIs: identification. location. Application acquisition.
although normally best used when dealing with either a Wide Area Network (WAN) or Local Area Network (LAN). as ease and compatibility with other types of networks may differ. SERVICES TERMINAL SERVICES: Terminal service is one of the components of Microsoft windows (both server and client versions) that allows a user to access applications and data on a remote computer over any type of network.Retrieve Network Settings from database if any Perform Checks on the Network Settings Perform Hardware Diagnostic Check Update application level functionality of the target device Configure Target Device End The interdependancy matrix of the services provided in power grid and components used in network is shown below and this matrix will help in evaluating what will be the impact if any component fails. Terminal Services is Microsoft’s implementation of thin-client terminal server computing. 44 .
and obtaining files from it. This latter concept is also referred to as IP telephony. The first part . They need to print on multiple devices having multiple attributes at different times of the day. return path. An email message consist of a header and the body if the message. broadband telephony. and the path that has followed to reach its destination. 45 . to do ftp interactively. or even the entire desktop of the computer running terminal services. the body is the actual message that is being sent. 2. as well as other information like date. internet telephony. it allows you to get new free software. or personal requirements.typically each with separate space but could share a common space 3. FTP has many advantages. VOIP (video over internet protocol): It is a protocol optimized for the transmission of voice through the internet or other packet-switched networks. FILE AND PRINT SERVICES: Organizations need to be able to publish and print information in hard copy format. File and print services are critical for users and applications within information technology (IT) environments. whether for legal. business. They must also provide users with the ability to find and use printers easily without requesting assistance from the IT support organization. contains the information about where the message has to be sent. are made accessible to a remote client machine. E-mail: Electronic mail is a method of sending a message from a user at a computer to a recipient on another computer. or updates version of old programs. printing assets need to be managed securely and kept online and available at the same time. Intranet Services have many uses of which the following are examples: 1.secure space for internal company information. as well as useful data for your research. upload and download volumes and number of username/password pairs. INTRANET SERVICES: Intranet services allow you to create controlled access to a location which may be on our site or on your web site (the choice depends only on your level of comfort). Document/file exchange with clients. etc. VOIP is often used abstractly to refer to the actual transmission of voice (rather than the protocol implementing it). Intra company access .where Windows applications. the header. FTP (file transfer protocol): This facility is a method of gaining limited access to another machine in the internet. In addition. You need full internet connectivity. A typical modest access site with 200mb space and 50mb upload/download volume will cost $10 per month. and broadband phone. Controlled access to sensitive information . for example. INTERNET SERVICES: Services provided by ISP (internet service provider) is email and FTP (file transfer protocol. The Intranet service is chargeable and depends on volume occupied. voice over broadband.
or other resource. PROXY SERVER: A proxy server is a server which services the request of its clients by forwarding requests to other servers. and make everything as fast as possible. etc. It is possible to identify illegal copies of software. among other things: • Faster problem resolution. encapsulated in data-packet stream over IP. thus giving better quality of service. web page. The proxy server provides the resource by connecting to the specified server and requesting the service on behalf of the client. A common source of problems is the incompatibility between different CIs. The MTA works behind the scenes. Upon final delivery. while the user usually interacts with the MUA. available from a different server. connection. so it could save the information for later. Having to detect these errors without an up-to-date CMDB can considerably lengthen the time taken to solve a problem. such as a file. In this case. In this way. it will add a “received” trace header field to the top of the message. The BENEFITS of correct Configuration Management include. typically reduced in data rate using speech data compression techniques. • More efficient Change Management. Every time an MTA receives an e-mail. • Cost Reduction. Detailed knowledge of all the elements of the configuration allows unnecessary duplication to be avoided. An MTA receives mail from another MTA (relaying).VOIP system carry telephony signals as digital audio. A proxy server may optionally after the client’s request or the server’s response. the “Return-path” header will also be added to record the return path. there is a record of which MTAs handled the e-mail and in which order. for example. and sometimes it may serve the request without contacting the specified server. and non46 . MAIL SERVICES: Mail server is a computer acting as an mail transfer agent that is running the appropriate software. which could pose risks for the IT infrastructure such as viruses. • Control of licenses. It is essential to know what the prior structure is in order to design changes that do not produce new incompatibilities and/or problems.. it would ‘cache’ the first request to the remote server. A client connects to the proxy server requesting some services. out-of-date drivers. from a mail user agent (MUA). etc.
it is preferable for Configuration Management to be undertaken by independent specialist personnel. • Lack of organisation: it is important for there to be a correct assignment of resources and responsibilities. • Greater levels of security. • Faster restoration of service. The main activities DIFFICULTIES in Configuration Management are: • Incorrect planning: it is essential to programme the necessary activities correctly to avoid duplications or mistakes. An up-to-date CMDB allows vulnerabilities in the infrastructure to be detected. 47 .compliance with legal requirements that may have a negative impact on the organisation. • Lack of Coordination between Change and Release Management making it impossible to maintain the CMDB correctly. recovering the live configuration will be much easier and quicker. This can lead to a lack of interest on the part of management and consequently a lack of motivation among the people involved. • Lack of commitment: the benefits of Configuration Management are not immediate and are almost always indirect. • Inappropriate tools: it is essential to have the right software to speed up the data entry process and make the best use of the CMDB. • Inappropriate CMDB structure: keeping an excessively detailed and exhaustive configuration database up-to-date can be a time-consuming process requiring too many resources. for example. Where possible. If you know all the elements of the configuration and how they are interrelated.
Authority for Documentation This procedure is approved by ED (IT) and can be amended only with his approval. Responsibility and Authority for implementation Concern team leaders (defined in Organisation Chart, Annexure-A) are responsible for implementation of the procedure of their domain. At department level, over all responsibility for development of application is with application development incharge and for ensuring implementation of the procedure within the department rests with HoD(IT). However, the accountability is with ED(IT).
Human Resource Demand for Configuration Management : We can staff our configuration management depending on the network range: Personnel Requirements for Configuration Management Organization---Network Range (Small- <3000 elements) Supervisor Inventory Coordinator Problem Coordinator Service Coordinator No. Of Personnel 1 1 1 1
Profile of Network Administration Supervisor
Duties • • Assists in evaluating service levels. Oversees documentation and recording of network expenditures and charge backs. • • • • Analyzes security risks and assists in preparation of security plans. Supervisors inventory control. Supervises problem management issues. Establishes educational program for staff. External job contacts • • • Other supervisor within network management. Vendors. Network manager Qualifying experience and attributes • • • Has a knowledge of customer’s business Has ability for financial administration Has communication skill toward vendor
Has training in administration management
Profile of Inventory Coordinator
Manage the online configuration application, including establishment of requirements for this area.
Maintain the network configuration. Maintain the vendor information. Know the status program and access method used by the system. Maintain the security of inventory control records. Track the delivery and installation of new equipment. Implement External job contacts coordination
• • •
• • • •
Technical support. Network operation, change and problem coordinator. Customer support desk. Customers. 50
Is familiar with conversion procedures and general project management. Profile of Problem Coordinator Duties • Ensure that the problem are routed to proper person and function for resolution. Enforce priorities and schedule for problem resolution. • • • Monitor status of outstanding problems via open trouble tickets. Cross-organize resources if required. Has inventory control skills. Qualifying experience and attributes • • • • • Vendors Has knowledge of communication facilities and offerings. which contain problem description. • • • Schedule critical situation meetings with appropriate parties. Has some knowledge of system programming and database structures. Maintain up-to-date problem records. 51 . priority and status. Fulfill administrative reporting requirements.• Service coordinator.
Provide input for experience files. Network manager. Has good aptitude in communication and coordination. Provide input for what-if catalogs. System and application programs.• • • • Assume responsibility for total communication network. External job contacts • • • • • • Vendor representatives Technical support. Profile of Service Coordinator Duties 52 . Qualifying experience and attributes • • Has broad info system and teleprocessing background. \Customers support desk. Evaluate security logs. Change coordinator.
• • • • • • Assume responsibility for total communication network. Operational control and tuning. Understand the relationship between service level. Provide feedback for service planning. Network operational control. Has overview on communication network. Assume responsibility for security management. • Qualifying experience and attributes • • • Has excellent communication skills. Design and generate service reports. External job contacts • • • Network capacity planning. Cost service levels and negotiate charge back. Customers. Evaluate services oriented parameters. resource utilization and cost 53 .
Change Management Objective: The main aim of Change Management is to evaluate and plan the change process to ensure that. Are recorded in the CMDB. classified and documented. The interactions and functionalities of Change Management are briefly summarized in the following interactive graphic: Purpose and Scope: The main goal of Change Management is for all the changes that need to be made to IT infrastructure and services to be performed and implemented correctly by ensuring standard procedures are followed. Can be undone by running back-out plans if the system functions incorrectly after implementation. Change Management must work to ensure that changes: • • • • • • Are justified. Have been carefully tested in a test environment. The main activities of Change Management are briefly summarized in the following diagram: 54 . Are carried out without jeopardizing IT service quality. Are properly recorded. it is done in the most efficient way possible. if a change is made. following the established procedures and ensuring the quality and continuity of the IT service at all times.
Change Proposal Acceptance Classification Minor Impact Reasonable Impact Major Impact Define Impact on Continuity Plan Change Build Test Implement Evaluate 55 .
• The CMDB is kept properly up-to-date. • Changes are better received and the tendency to resist change is reduced. • If the change has a negative impact on the IT structure. • The true costs associated with the change are evaluated and it is therefore easier to assess the true return on the investment. • Standard change procedures are developed allowing rapid updates to noncritical systems.The main BENEFITS of proper change management are: • The number of potential incidents and problems associated with each change is reduced. • The number of back-outs needed is reduced. Implementing an appropriate change management policy can also run into serious DIFFICULTIES: 56 . the process of returning to a stable configuration is relatively quick and simple. This is essential if all other IT processes are to be managed correctly.
• Excessively restrictive procedures are adopted. or alternatively. needs and IT structure. the information on CIs is not updated properly in the CMDB. At department level. Responsibility and Authority for implementation Concern team leaders (defined in Organization Chart. Annexure-A) are responsible for implementation of the procedure of their domain. getting in the way of improvements. and in particular. independently from whether the change is made to solve a problem. • The people responsible for Change Management lack an in-depth knowledge of the organization’s activities. • There is insufficient commitment on the part of top management to implement the associated processes rigorously. making them unable to perform their tasks adequately. the change process is trivialized. resulting in insufficient stability for quality of service to be ensured Authority for Documentation This procedure is approved by ED (IT) and can be amended only with his approval. • Change management personnel do not have the right software tools to monitor and document the process properly.• The various departments concerned must accept the authority of Change Management over issues relating to the change. improve a service or adapt the system to legal requirements. services. over all responsibility for development of application is with application development 57 . • Established procedures are not followed.
58 . • Maintain a current record of all planned and implementation • Follow up and ensure that changes are put into the system according to plan. • Ensure overall test plan for changes. • Assume responsibility for total communication network. • Coordinate implementation of all major hardware and software changes. installations. and deletions. the accountability is with ED(IT). • Chair change meetings.incharge and for ensuring implementation of the procedure within the department rests with HoD(IT). • Prepare management reports. Human Resource Demand for Change Management : We need a change coordinator for change management. However. Profile for Change Manager DUTIES • Coordinate overall planning and schedule of changes.
• Assess the impact of the change on existing on existing operations. • Problem coordinator . software. • Customer support desk . negotiation and coordination. • System and application programmers. • Evaluate vendors. Qualifying experience and attributes • Has broad range of hardware. External Job Contacts • Vendor representatives. • Inventory coordinator. and how a system is used • Has good aptitude for communication. • Develop change management standards and procedures. • Technical support. 59 .• Provide input to inventory control.
This will help network supervisor to maintain the network efficiently. negotiation and coordination • Has good knowledge of review techniques. 60 . RECOMMENDATIONS Configuration management should be implemented so as to understand interdependency of the IT services and components and effect on network if the configuration changes or ay components fails. The present allocated space in not sufficient for storing all the necessary mails. More attention should be given in increasing the size of the mail box. Change management should be implemented so that if a change is made the IT services continue to work efficiently and is documents are updated accordingly.• Has good knowledge for communication. Capacity management should be implemented so that utilization of available resources should be optimum and plan for future resource up gradation.
Training programmes on IT services should be conducted from time to time so that employees get updating knowledge of all the services and they can receive and give the best. The retention period of back up files could be longer. The trainees should be provided with feedback about their performance. There should be training programmes for all levels of employees so every body will get equal opportunity to participate in them and learn about the It services.Sometimes important mails have to be deleted because of the insufficient size available in mail box . There should be more training given by the IT employees to the employees who have less knowledge of new IT services and educate them . All changes in the system should be documented according to formal procedure. Even the importance for this education should be explained to employees. They themselves may not be able to judge whether training has improved their work or not. Presently IT department is having very few employees and work load is very high on them. Suggestions given by the employees in the feedback forms should be seriously considered and whatever barriers (regarding funds and support of colleagues) the trainees are facing in trying to apply the knowledge and skills should be discussed and adequate steps should be taken. Employees should be given a chance to visit the workplaces of other companies to assess & upgrade the quality of their work. in this regard the mail servers storage capacity needs to be enhanced Additional employees should be appointed for each application so that work is distributed well and all employees know his work area. When they get regular and constructive feedback it will help them in improving their work. This will give employees more better access to the It services and they will be able to work more efficiently. 61 .
com.itil.BIBLIOGRAPHY  Powergrid.A Practical Perspective” ITIL  www.com  www.govt/div898/handbook/eda/section3/eda35f.Wikipedia.com  www.freepatentsonline. Google.es  www.htm 62 . Powergrid web site K Terplan “Communication Network Management”  William Stallings “Network Management” Leinward Conroy “Network Management.com  www.nist.itl.osiatis.
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