SNU SUMMER

INTERNSHIP

Name: Amit Goyal

SAPCODE: 51528497
Project Name: Johnson & Johnson
JOHNSON & JOHNSON
 American multinational medical devices, pharmaceutical and consumer packaged goods
manufacturing company founded in 1886
 Headquartered in New Brunswick, New Jersey, the consumer division being located
in Skillman, New Jersey.
 The corporation includes some 250 subsidiary companies with operations in 60 countries
and products sold in over 175 countries.
 Divisions

Pharmaceuticals Division
Consumer Healthcare Division
Medical Devices Division

 Revenue: US$ 76.45 Billion (2017)

Team SHAREPOINT
Reporting Manager-1, Total Members : 12
Objective : Handling End-to-End operational issues related to technology SharePoint
24*7.
Average monthly Incident count : 720

Team RHYTHM
Reporting Manager-1, Leads-2, Total Members : 27
Objective : Handling Windows, Linux, Unix (Physical and Virtual)Servers related issues
as well as backup and print server issues 24*7.
Average monthly incident count : 2900
 1 2
Reducing repetitive Process automation of
issues, increasing operational tasks
operational efficiency

METHODOLOGY
 Reports Analysis, Personal interviews, Discussions
REDUCING REPETITIVE ISSUES, INCREASING
OPERATIONAL EFFICIENCY
Categorization of Issues Worked on :

 Capacity Utilization

 Hardware

 Connectivity

 Backup/Restore
 Capacity Utilization Incident Reduction Graph

392
1 Incident Count After
535 Incident Count Before

0 100 200 300 400 500 600

Types Of Incidents Covered

• Disk Space Utilization issues
• High Memory Utilization issues
• Swap Utilization issues
• High CPU Utilization issues
Reduction in incident count = 142
% Reduction = ((535-392)/535)*100%
= 26.72%
 Hardware Related Incident Reduction Graph

73
1
Incident Count After
162 Incident Count Before

0 50 100 150 200

Types Of Incidents Covered : Reduction in Incident Count : 89

• Drive Array Degraded % Reduction : ((162-73)/162)*100%

• Power Subsystem Degraded = 54.93%
• Battery Failures
 Connectivity Issues Incident Reduction Graph

Failed to connect to computer

220 connectivity issue
1 Unable to RDP Incident Count After
ping/telnet
309 NiC teaming Incident Count Before

0 50 100 150 200 250 300 350

Types Of Issues Covered :

• Failed To connect Reduction in Incident Count : 89

• RDP issues % Reduction : ((309-220)/220)*100%
• Unable to Ping/Telnet = 28.80 %
• NIC Teaming
• Printer Connectivity Issues
 Backup/Restore Incident Reduction Graph

252
1
Incident Count After
358 Incident Count Before

0 50 100 150 200 250 300 350 400

Types Of Issues Covered : Incident Count Reduced : 106

• Hung Jobs % Reduction : ((358-252)/358)*100%

• Backup Failures = 29.60%
 1600
Total
1400 Total Incident Reduction Graph
1200
Incident Count

1000
Capacity
800
Utilization Connectivity
600
Hardware Backup
400
200
0
1 2 3 4 5
Incident Count Before 535 162 309 358 1364
Incident Count After 392 73 220 252 937

Reduction in number of Incidents:

Total incidents Earlier : 1364

After : 937
% Reduction : 31.30 %
Issues Total Resolution Time Total Resolution Time After
Before(In Hours) (In Hours)

Capacity Utilization Issues 16193.428 16590.49

Hardware Issues 11484.66 6921.06

Connectivity Issues 7832.25 4854.64

Backup/restore Issues 6060.94 3979.08

41571.278 32345.27

Reduction in Resolution Time :

Earlier : 41571.278 hours

After : 32345.27 hours

% Time saved : 22.19%

PROCESS AUTOMATION OF OPERATIONAL TASKS
Issue : Automated and User alerts of increasing SharePoint site storage quota.
Average number of incidents per month : 190
Objective : Automating manual process of increasing site quota.
Methodology : Workflows through PowerShell script will be made, which after being
implemented in SharePoint farm can automate the Site Quota
management.
Benefits :
 No manual actions required to increase site quota.

 Approximately reduction of about 150 incidents and service requests per month.

 Script will automatically take care of space clean up and increase the quota automatically.
FLOW CHART AND EXPECTED RESULTS

Business Impact
Average incidents Earlier :190

Expected incidents after automation: 40

%Decrease in no. of Incidents : 78.94%

 Root Cause Analysis of Repetitive issues can lower down the incident count.

 Resource utilization can be increased if repetitive alerts decreases.

 Issues related to Space utilization can be automated.

 Standardization of print driver upgrade plan for future upgrades.

•

• Decrease in the incident counts.

• Increasing efficiency.

• Decrease in total resolution time for incidents.

• Automated solution for one of the major recurring issue.

• Giving emphasis on root cause analysis.

•
Value Add To Me
• Increasing Utilization of resources efficiently and effectively.

• Managing a mid-sized team in a diverse technical environment.

Skills Acquired
 Initiating Changes

 Managing operations in 24*7 environment

 Analyzing reports
 Inter-team communication is essential for any project success.

 Enhanced Professional Network.

 Taking advice, accepting assistance and embracing feedback from team members
accelerates learning.

 Time Management skills

 Teamwork