MBA Internship Report, University of Dhaka, Bangladesh.

1. Internship Report On
Incident Tracking System (ITS) of
ROBI Axiata Ltd.
Submitted By:
Md. Shakil Mahmud Shanto Bhuiyan
ID: 617 36 29 002
29th
batch
MBA (Evening) Program
Submitted to:
Dr. Mohammad Anisur Rahman
Associate Professor
Department of Management Information System (MIS)
Faculty of Business Studies
University of Dhaka
Date: 11-01-2020

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Table of Contents
Letter of Submission..………………………………………………………………… iv
Declaration……………………………………………………………………………… v
Supervisor’s Certificate……………………………………………………………….. vi
Acknowledgement…………………………………………………………………….. vii
Executive Summary………………………………………………………………..… viii
Chapter 1: Introduction……………………………………………………………… 1
1.1 Rational of the Study…….……………………………………………………... 1
1.2 Objective of the Study………………….…………………………..…………... 1
1.3 Research Methodology.………………………………………………………... 1
1.4 Scope of the Study……….……………………………………………….......... 2
1.5 Limitations of the Study……….……………………………………….……..... 2
Chapter 2: Literature Review ……………………………….……………..…........ 3
2.1 Overview………...……………………………………………………………….. 3
2.2 Unilever………….……………………………………………………………….. 3
2.3 Reckitt Benckiser…….………………………..…………………..................... 3
2.4 Grameen Phone……….………………………………………………………... 4
2.5 Banglalink……….………………………………………………………............. 4
Chapter 3: The Organization ……………………………….…………………….. 12
3.1 Company Overview..……………………..…………………………………….. 5
3.2 Axiata Group Berhad….…….……………………..………………….............. 5
3.3 NTT Docomo Inc..……………………….……..………………………............. 5
3.4 Bharti Airtel Limited…..………..……………………………………................. 5
3.5 History…………..………………….…..…………………................................ 6
3.6 Product and Service Offerings.……...……………………………………....... 6
3.7 Operational Network Organogram……………...…………………................ 7
3.8 Principles & Purpose……..…………..…………………………….................. 8

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Chapter 4: Findings and Analysis.……..………………...……………………..... 9
4.1 Designation: Intern ,ITS………………………………………….…………….. 9
4.2 Specific Responsibility.….……………….……..…………………............... .. 9
4.3 Different Aspects of Job Performance.………………...………………........ 10
4.4 Incident Tracking System- Overview of the Project….………..…………… 10
4.5 Objective of the Project…...…………………..…………………................... 10
4.6 MyTasks………....……...………………………………………….................. 11
4.7 Limitations of ITS………………………………………………...................... 18
4.8 Laptop Database Management- Overview..………...……………………… 21
4.9 Objective of the Task……...………………… …..………………….............. 21
4.10 My Tasks………...………………………….……………………………....... 21
4.11 Malware Cleanup Project/ Patch Management System….………........... 22
4.12 Limitations of ITS.……………...……..…………………............................ 23
4.13 Recommendations………...….……………………………………….......... 23
4.14 Mail Archiving Project....……………………..………………….................. 24
4.15 Bit locker refresh/ password reset.……………………..…………..…...…. 24
4.16 Remove stored passwords, certificates, and others...…....…..………..... 24
4.17 Workstation setup/configuration...………… …………..………………….. 25
Chapter 5: Conclusion and Recommendations………………………..……... 26
5.1 Conclusion…………………………..…………………………….…………… 26
5.2 Recommendations…...….……………….……..…………………................ 26
References.……………………………………………...…………………………... 28

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Letter of Submission
11th January 2020
Dr. Mohammad Anisur Rahman
Associate Professor
Department of Management Information System (MIS)
Faculty of Business Studies
University of Dhaka
Subject: Submission of Internship Report.
Dear Sir,
With due respect, I would like to thank you for considering me for submitting my
Internship Report as a partial requirement of conclusion of the MBA (Evening)
program on the topic titled “Incident Tracking System of ROBI Axiata Ltd.”. I have
found the study to be quite interesting, beneficial & insightful and tried my level
best to prepare an effective & creditable report.
Therefore, please consider my internship report and approve it for conclusion of
the MBA.
Sincerely Yours,
……………………………
Md. Shakil Mahmud Shanto Bhuiyan
ID: 6173629002
29th Batch
MBA (Evening) Program
Department of Management Information Systems
University of Dhaka

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DECLARATION
I do hereby declare that this internship report on ''Incident Tracking System and
Database Management" of OSS & IT Operations under Technology Division of
'ROBI Axiata Ltd.' has been prepared by me under the supervision of Kranti
Mahmud. This report is original in nature and has not been submitted elsewhere
for any other purpose. The materials of work found by other researchers and
sources are properly acknowledged and mentioned by reference. I certify that I
have compiled with the rules, requirements, procedures and policy of the
university.
_________________________________________
Md Shakil Mahmud Shanto Bhuiyan
Intern, Incident Tracking System
Central Operation, Technology Division
ROBI Axiata Ltd

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SUPERVISER’S CERTIFICATE
Mr. Md Shakil Mahmud Shanto Bhuiyan, bearing ID: 6173629002 has prepared
the internship report on ''Incident Tracking System of ROBI Axiata Ltd.” for the
partial fulfillment of his MBA degree under my supervision.
He may submit the report for defense.
_________________________________________
Dr. Mohammad Anisur Rahman
Associate Professor
Department of Management Information Systems
University of Dhaka

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Acknowledgement
As part of my internship I have been assigned this report to reflect my learning and
it is with great pleasure that I express my gratitude to following institutions and
individuals.
Firstly, I would thank ROBI Axiata Ltd – for selecting me as intern out of a highly
competitive environment – consequently allowing me to learn from one of the
leading Telecomm companies in Bangladesh and from managers who are
undoubtedly experts in their fields. The learning has been paramount and
immensely enlightening.
At ROBI Axiata Ltd I had the opportunity to learn from Mr. Kranti Mahmud, General
Manager, OSS & IT Operations, Central Operations Department in Technology
Division at ROBI, who was my line manager. My line manager had been extremely
cordial, supportive and optimistic with me and my efforts since the day I joined.
Along with that I would also like to show my heartfelt gratitude to all the members
of OSS & IT Operations who have always been very supportive towards. They
helped and encouraged me to learn from them regarding any task given. All of
them had been extremely cordial, supportive and optimistic with my efforts and me
since the day I joined.
Finally, I am also thankful to my colleagues
• Abdur Nur Md. Yahya, Manager, OSS & IT Operations, ROBI Axiata Ltd
• Rafi-Al –Razi, Specialist, ROBI Axiata Ltd
• Palash Kumar Ghosh, Specialist, ROBI Axiata Ltd
• Gouranga Chandra Das, Senior Officer, ROBI Axiata Ltd
• Md. Imran Ahmed, Specialist, ROBI Axiata Ltd
• Kamrul Hasan Amit, Specialist, ROBI Axiata Ltd
with whom I passed a memorable time.

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Executive Summary
ROBI Axiata Limited, a leading telecommunications service provider in
Bangladesh has always been in the forefront of when it came to innovationI got the
opportunity to do my Internship at ROBI Axiata Ltd. This report focuses mainly on
the project I was assigned and a KPI issue namely, Incident Tracking System. It is
also called as ITS is an internal staff connectivity software which provides a raising
and solving of problems through this.
The objective of the work was to use and develop ITS and keep thing easy for the
employees of ROBI Axiata Ltd. The Incident Tracking System is a like an
Employee Management System which has a ticket creating system for problems
like hardware, software, new applications, malware cleanup, patch management,
followed by the different responsibilities I was given by my line manager and the
comparative analysis done on the company. Since, during the merger session a
huge number of employees from Airtel joined in ROBI, a lot of pressure was over
me as well.
So, I found different software and network related problems related to ITS like the
problem-solving team and a requester get no notification if there is a network or
delivery problem for calls, there is a defines fixed time period for solving all
category of calls, there is no review system for a solution of a call. My
recommendations are both requester and problem solver should be notified
through the system of ITS in case of a delivery problem, the time period of solving
a call should be automatically allotted according to the problem category, to start
a review system for all the calls raised though ITS. This internship program helped
me to learn about the practical scenario of a Telecommunication Company.

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Chapter 1: Introduction
Rational of the Study
This is an Internship report. After completing the Masters of Business
Administration in Management Information Systems (Evening) program of
University of Dhaka, creates an own demand requires by a twelve weeks
attachment with an organization followed by a report assigned by the supervisor in
the organization. The opportunity to do my internship in an international telecom
company what is one of the leading telecom service providers in Bangladesh,
“ROBI Axiata Ltd” [6] is taken by me. Under the proper guidance of onsite
supervisor Kranti Mahmud, I have conducted the IT Support of ROBI. My line
manager was Abdur Nur Md. Yahya, an amazing person to work with. Other
supervisors from ROBI, also approved the topic and authorized me to prepare this
report as part of the fulfillment of internship requirement and gave me proper
guidance and assistance over time.
Objective of the Study
Broad Objective
The broad objective is to discuss about the Incident Tracking System of ROBI
Axiata Ltd.
Research Methodology
Primary Source
The primary sources are-
• Interview of the team members of ROBI IT Support Team.
• Observation
Secondary Source
The secondary sources are-
• Official Website and other relevant websites
• Different Reports, Articles and different publications of ROBI and the other
operators in Bangladesh.
• Management profile of ROBI Axiata Ltd.

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Scope of the Study
The report deals with the Comparative Analysis in terms of experiential point of
view and the functional use of it. The study allows learning about the current
scenario of the telecom industry. It will also help to learn the practical procedures
followed by the leading organizations. The team members at my department had
the best knowledge about the subject and were able to provide adequate
information.
Limitations of the Study
While making this report there were a lot of limitations. The major limitation was
the availability of information. Most of my job-related information was confidential
and to maintain that I had to be always careful about which information I am
providing. The other limitation was the project assigned to me when I first joined
ROBI [6] as an intern; I had a small opportunity in working on that project because
they were already done with most of merging operation. For that reason, I could
not write anything about that project in this report. Instead of that, I had to go
through another project and get the information from my supervisor which was
pretty hard because that project also had confidential information.

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Chapter 2: Literature Review
2.1 Overview
Incident defines an instance of something happening; an event or occurrence.
Tracking defines the maintenance of a constant difference in frequency between
two or more connected circuits or components. System defines a set of things
working together as parts of a mechanism or an interconnecting network; a
complex whole. Incident Tracking System (ITS) is a software that was designed
and made to meet the criteria o Robi Axiata Ltd. There are no companies who use
same software like this. ITS is an internal staff connectivity software which provides
a raising and solving of problems through the system. Other companies may use
different software which can be or cannot be similar to the ITS of Robi Axiata Ltd.
Here is some software used by different companies for internal problem solving-
2.2 Unilever
Unilever [4] is one of the world’s leading consumer goods companies, making and
selling around 400 brands in more than 190 countries. Their business activities
span a complex, global value chain. They work with thousands of suppliers and
spend around €34 billion on goods and services, including approximately €13
billion on ingredients and raw materials, which are made into products in our 300+
factories across 69 countries. These products are then distributed to 25 million
retailers, from supermarkets to small convenience stores, and through other fast-
growing channels such as e-commerce and direct-to-consumer. They are also the
second largest advertiser in the world, based on media spend.
To maintain such large company and the employee, Unilever uses a lot of software
like CrowdFlower which is the leading crowdsourcing service of the world, with
more than one billion tasks completed by five million contributors. It specializes in
micro tasking: distributing small, discrete tasks to many online contributors in
assembly line etc.
2.3 Reckitt Benckiser
Reckitt Benckiser [3] is a British multinational consumer goods company head
quartered in Slough, England. It is a producer of health, hygiene and home
products. The company was formed in 1999 by the merger of British company
Reckitt & Colman plc and Dutch company Benckiser NV.

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To run such large company and the employee, Unilever uses a lot of software like
GEP. It is with one of the largest, most accomplished consulting teams in the world.
GEP helps enterprise procurement and supply chain teams at hundreds of Fortune
500 and Global 2000 companies rapidly achieve more efficient, more effective
operations.
2.4 Grameen Phone
Grameenphone [5] Ltd. is a leading provider of telecommunications services of
Bangladesh. The company operates a digital mobile telecommunications network
based on the GSM standard in the 900 MHz, 1800 MHz and 2100 MHZ frequency
bands, under license granted by the Bangladesh Telecommunication Regulatory
Commission (BTRC). It is the largest mobile telecommunications operator in
Bangladesh in terms of revenue, coverage and subscriber base.
If the employees of Grameen Phone face an IT related problem, they notify the IT
Support team by an email, then they make a phone call if it is urgent or the email
is not responded. The IT Support team try to solve the problem remotely if possible,
by remote system operating software. If it is a hardware problem or the problem
cannot be solved remotely then the team calls the person who is facing the problem
to come with his/her laptop to solve the problem.
2.5 Banglalink
Banglalink [2] is the third largest cellular service providers in Bangladesh.
Banglalink Digital Communications Ltd. is fully owned by Telecom Ventures Ltd.
of Malta, which is a 100% owned subsidiary of global telecom holding. It was
launched in February 2005, with over 33.69 million subscribers over a decade,
Banglalink was the catalyst in making mobile telephony an affordable option for
consumers in Bangladesh. The initial success of Banglalink was based on a simple
mission: “Bringing mobile telephony to the masses”, which was the cornerstone of
Banglalink’s strategy.
The employees of Banglalink use a software created by the mother company of
Banglalink “Veon” which is “V People”. If the employees of Banglalink face an IT
related problem, they notify the IT Support team by an email or the V People, then
the IT Team make a phone call. The IT Support team try to solve the problem
remotely if possible, by remote system operating software. If it is a hardware
problem or the problem cannot be solved remotely then the team calls the person
who is facing the problem to come with his/her laptop to solve the problem.

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Chapter 3: The Organization
3.1 Company Overview
Robi Axiata Limited is a merged entity made up of Axiata Group Berhad of
Malaysia, Bharti Airtel Limited of India, NTT DoCoMo Inc. of Japan and Airtel
Bangladesh Limited. It is the second largest mobile operator in Bangladesh with
46.9 million active subscribers.
It provides the country’s widest network coverage, covering 99% of the population
10,614 2G and 5,192 3.5G sites. Robi is the first operator to introduce GPRS and
3.5G services in Bangladesh.
3.2 Axiata Group Berhad:
Axiata is an emerging leader in Asian telecommunications with significant
presence in Malaysia, Indonesia, India, Sri Lanka, Bangladesh and Cambodia.
Axiata Group Berhad, including its subsidiaries and associates, has approximately
120 million mobile subscribers in Asia, and is listed on Malaysia’s stock exchange
(Bursa Malaysia). Now they are pursuing to achieve their vision to be a New
Generation Digital Company by 2020.
3.3 NTT DOCOMO INC:
NTT DOCOMO INC is the world's leading mobile communications company and
the largest mobile communications company in Japan. DOCOMO serves over 56
million customers, including 44 million people subscribing to FOMA™, launched
as the world's first 3G mobile service based on W-CDMA in 2001.
3.4 Bharti Airtel Limited:
Bharti Airtel Limited is a leading global telecommunications company with
operations in 20 countries across Asia and Africa. Headquartered in New Delhi,
India, the company ranks amongst the top 4 mobile service providers globally in
terms of subscribers. In the rest of the geographies, it offers 2G, 3G wireless
services and mobile commerce. Bharti Airtel had over 307 million customers
across its operations at the end of November 2014. ROBI is one of the most
dynamic telecommunication operators in Bangladesh, which has seen rapid
growth in the past five year after it was rebranded from “Aktel” to “ROBI” and
successfully completing its merging operation with Airtel on November 16, 2016.
The company has hugely developed its services to meet the rising needs of

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customers, ranging from voice and high-speed Internet services to customized
telecommunications services. As a customer-focused information communications
company, ROBI believes in providing superior service that leads to good business
and good development in the society. They believe that quality is continuous and
never-ending journey. Hence, every step ROBI takes is continuously upgraded and
expands their network for better and more efficient services to subscribers Their
services include 2G and 3.5G voice, 3.5G Data/GPRS/EDGE service and 4G LTE
high-speed internet connectivity. Its GSM service is based on the robust network
infrastructure and cutting-edge technology. The company has the widest
International Roaming coverage in Bangladesh connecting 385 operators across
more than 140 countries. The customer centric solution includes value added
services (VAS), quality customer care, digital network security and flexible tariffs,
with an addition of mobile apps to make customer experience even better.
3.5 History
ROBI Axiata Limited commenced operation in 1997 as Telekom Malaysia
International (Bangladesh) with the brand name “Aktel”. In 2010 the company was
rebranded to „ROBI‟ and the company changed its name to ROBI Axiata Limited.
Since its beginning in 1996, Axiata Group and its predecessor Telekom Malaysia
has invested around BDT 11,000 crore in the form of equity till 2012. Moreover,
the company has contributed almost BDT 10,000 crore to the Bangladesh
Exchequer in the same period. The first merger of Bangladesh's telecom segment
has happened with the start of the operation of ROBI Axiata Limited as the merged
organization on November 16, 2016. Taking after the merger of ROBI and Airtel,
the combined organization is presently known as ROBI Axiata Limited. As a
subsidiary of Axiata Berhad Malaysia, ROBI draws on leading edge technology to
provide its service in Bangladesh, covering almost 99% of the population, ROBI is
committed to provide best data and voice quality and will continue to ensure that
its customers are able to enjoy the best experience through leading edge
technology and innovative products and services.
3.6 Product and Service Offerings
ROBI offers a wide range of products that include prepaid and postpaid packages
that give customers the flexibility to choose one that suite their preferences.
Prepaid: ROBI has recently simplified its prepaid offering to make it more
convenient for its customers to choose a package that suites their needs best. Its
prepaid plans are ROBI Club, ROBI Prothom, Muhurto, Shoccho, Shasroyee and
Sorol. ROBI has also prepaid plans for PCOs and small business entrepreneurs.
Postpaid: Postpaid package is mainly of two type bases on tariff. They are Simple

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Plan and Normal Plan. ROBI corporate is the package for corporate business
users. Internet: ROBI offers high speed internet through their robust 3.5G network
infrastructure that has a wide coverage map. ROBI 3.5G is the third generation of
mobile communication technology that will allow customers to surf the internet with
speeds of more than three times faster than 2G technologies. ROBI 3.5G is the
enhanced version of 3G that offers higher mobile Internet speed of up to 21Mbps,
while 3G offers mobile Internet speed of up to only 384Kbps. Nevertheless, the
average download data speed available is usually in the region of 1-3 Mbps. Value
Added Services (VAS): ROBI offers many value-added services (VAS) for its
customers. ROBI introduces many VAS services first in Bangladesh among them
Islami Katha, Phone backup, Call block, Café 8000, Balance Transfer, ROBI
Radio, missed call alert, push mail are few. The VAS services are categorized as
Music, Entertainment, Download, Messaging, Community and Chat, Information
services, Mobile assistance, Education and career, Life Style and Finance. ROBI
is the pioneer in VAS products.
3.7 Operational Network Organogram
ROBI Axiata Ltd. has a meticulously structured tall organogram, which allows each
division to work independently within the guidelines set by the top management.
The organogram hierarchy is as follows:
Figure 1: Organizational Organogram of ROBI AXIATA Ltd

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3.8 Principles & Purpose
ROBI Axiata Ltd. is guided by three guiding principles. These principles define the
company’s purpose and direct its employees in the right direction.
Uncompromising Integrity - We will be legally, ethically, and morally correct. -
Our conduct will be fair and honest. - We will listen, seek understanding and
encourage open dialogue. - We will be passionate in pursuing our beliefs. - We will
treat others with dignity, valuing and benefiting from diversity. - We will be
accountable for our actions and behaviors on fellow employees, customers,
shareholders, and the communities in which we operate. - We will be courageous
in sharing our work and bold to learn and improve from our mistakes. - We will
adhere to our Code of Conduct, protect and uphold it.
Customer at the Centre - We will be customer centric delivering their needs in
terms of value, quality and satisfaction. - Our customer focus will be unrelenting in
creating positive experience, at every point of interface, sale and post-sale. -
Simplicity will be the key for the customer to learn about us, buy from us, and get
support from us whenever, wherever. - We will strive for continuous innovative
solutions in every sphere of our work. - We will engage with the customers to know
their demands and design our actions to care for them better than our competitors
can. - We will not be distracted from creating and providing value for our customers
I Can, I Will - Ensure our efforts produce desired results. - Seize opportunities at
the right time and execute them on time - Go beyond our scope, strive for and
achieve excellence. - Do what it takes to ensure delivery of results not waiting for
delegation. - Go that extra mile, setting ambitious goals to ensure our efforts bring
success. - Have the courage to say and do what it takes in order to ensure success.

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Chapter 4: Findings and Analysis
4.1 Designation: Intern, ITS
I was assigned as an intern in the central operations department, which is a part
of technology division. The primary objective of Technology Division is to develop
strategic plan and initiate strategic execution, manage network and operational
performance and create new technological aspects through development of ITS
for ROBI. Planning, Implementation, Business Assurance and IT & Charging are
the other functional areas of this division. By setting strategic direction of
monitoring and controlling the company, Central Operation support the overall
company and business to gain strategic advantages through providing the best
services to employees and customers. Central Operation mostly do the long-range
monitoring, controlling, network inventory, network configuration, fault finding,
network management systems, service delivery critical strategy development and
execution to support management function in telecom industry.
4.2 Specific Responsibility
I was assigned to a department which has so many functions keeping everyone
busy all the times. My case was not any different than the others. Every day I was
assigned to some tasks to deliver. The tasks were daily, weekly and monthly basis.
By the end of my internship period, I was able to cover many of the smaller tasks
that took up a lot of time of the managers in the strategic planning department. The
responsibilities that were handed to me were as follows
• Assingning and Solving Problem through the Incident Tracking System
(ITS) Software.
• Maintain & Installing MacAfee security system.
• Prepare Mail Archiving.
• Install/ Integrate/ Cloning Workstation setup/configuration.
• Provide support for ROBI or vendor for software installation.
• Windows up gradation for different Sccm update all over Bangladesh.
• Provide support for operation & maintenance through call.

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• Provide support for network faults and customer complaints.
• Perform periodic maintenance and provide fault analysis report to the
customer.
• Bit locker refresh/password reset Remove stored passwords, certificates,
and other credentials for mail or windows.
4.3 Different Aspects of Job Performance
Since my tasks were constantly related to collecting data and with those data, it
was very important to keep the data base up-to-date so that whenever my line
manager want any facts or figures for making any model or strategy, I can give him
the information right away. During my time at ROBI Axiata Ltd, my manager
stressed the importance of time and keeping the data updated because of the
nature of work in this department. Another part which I had to take care of was the
Malware Cleanup Project/Patch Management System. For this I had to made
contact with the users through mail communication and over telephone. Then by
taking their convenient I had to provide support and do the necessary steps to
solve the individuals issue for Malware Cleanup and antivirus updating. But in most
of cases the users were service provider and their contact information was not
available in ROBI. Whenever I was given any task, I tried my best to do it efficiently
and effectively. As my responsibilities became quite clear within the first month, I
made sure I perform those properly and leave an impression of my sincerity.
4.4 Incident Tracking System- Overview of the Project
Incident Tracking System is also called as ITS is an internal staff connectivity
software which provides a raising and solving of problems through this. It is a
central connecting system for all the employees of ROBI Axiata Ltd. As I was a
part of the IT Support Team, our job was to respond to the call of the problems
from employees all over Bangladesh. If it is a software-based problem, we try to
connect them remotely and solve them if possible. If it is a hardware-based
problem, we tell them to send their laptop or corresponding device to us by courier
and then we solve them and send them back.
4.5 Objective of the Project
The objective of this system was to ensure the smooth running of the company so
that the employees don’t face any IT related issues.

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4.6 My Tasks
My job was to allocate the problem calls to the team members and solve the
problems those were allocated for me. As I was an intern, I worked with the
problems which were comparatively easy to solve. Here I have attached some
screenshots of several windows of the ITS-
Figure 2: Creating a new call for a problem.
Robi Axiata Ltd has employees all over Bangladesh. They work in a group or team.
If a problem arises, the problem is assigned to a particular team first, the team
manager then assigns the problem to a particular member of the team to solve.
When an employee faces a problem and wants to raise a call then the opens up
ITS and go to the tab new call. Then the details of the requester are registered
automatically, then he can choose the suitable service provider of his problem. The
options are- OSS, SAP/ERP, BIDW & CLM Systems, SAP MDM, BI Operation, IT
Support, DevOps, Enterprise Application Management.

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Figure 3: Creating a new call for a problem for IT Support.
After selecting IT Support there are some sub-category to select. They are-
Helpdesk Support, Outlook/Email, Application Installation & Support, Hardware
Supports, OS Install & Bit locker Configuration, Domain and managing user
account, email, group, Virus etc.

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Figure 4: Calls that come to the team known as IT Support Group Tasks.
Robi Axiata Ltd has employees all over Bangladesh. They work in a group or team.
If a problem arises, the problem is assigned to a particular team first, the team
manager then assigns the problem to a particular member of the team to solve.
The problems that are assigned to a team, can be seen by that team members in
the group task in all the software used by ROBI. In ITS, as the solution end is used
by only some teams, they can see their assigned problems from their end of the
ITS. For example, I could see the problem tickets assigned to the IT Support team
in the ITS group task for IT Support Group Task. When a task is assigned to a
team member, it shows “Assigned” in the portal, when a task is completed the it
shows “Completed and Approved”.

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Figure 5: Tasks that a team member takes up for solving.
After the allocation of each task to a particular team mate by the line manager of
the team, that specific person can see his pending tasks as well as the completed
task in the My Task tab. It will show the title of the tasks, selected contents, status
of the task whether it is completed of assigned, the time of the creation and
modification of the tasks etc. When a task is assigned to a team member, it shows
“Assigned” in the portal, when a task is completed the it shows “Completed and
Approved”.

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Figure 6: Tasks sorted according to the category.
If any team member wants to search for all the tasks of the same category, he can
see them by category searching. If someone makes a complain that a problem is
not solved or not solved properly and if someone wants to search any call by the
category of the call, then it is easy to get the same type of calls by category
searching. Category search can be modified by call number or one particular day
or month or year etc.

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Figure 7: Details of a Task.
If you click on the task, the ITS will show the details of the task consists of the
person facing the problem, the designation and location of him, his contact details,
the category of the problem, the description of the problem, the team called by him
for the solution, the status of the task, the time of the creation of the call, the
solution details etc.

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Figure 8: Searching the tasks from all the tasks.
If anyone wants to search any call that is previously done or completed, he can go
to Search Call option and search an old call and see the results of the call.

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Figure 9: Call ID search.
Each call has an individual and unique ID. One can search a call with its ID.
Figure 10: Search Call.
One can search a call by its Call no or description or name of the service provider
or incident type or category or sub-category or name of the person the call has
been assigned to.

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Figure 11: Eapproval
For any extra permission which is not available by default, has to go through by
Eapproval system. It is mainly taking approval or permission from seniors online.
There are my classifications of this according to Divisions. Finance division has
laptop Personalization, Market Operation Division has Business Update Through
Telegram Application, Technology division has USB Unblock Request, Internet
Special Site Access, Local Administrator Privilege Request for Laptop/PC, Internet
Access for Intern/Contractual, Lync Approval to Communicate with External-
Parties, IP Address Configuration Privilege for laptop/PC, Software Installation
Request Form, Dialup VPN Request for Robi Permanent Employee, Document
Approval, Authorization to share credentials with Third Party, Share folder creation
Form, Share Folder Access Request, User Creation, Public IP Access Request
etc.

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Figure 12: Tasks sorted according to years.
All the tasks are preserved in the servers for years. So one can easilly search an
old call according to years and see the results.
4.7 Limitations of ITS
There are some limitations of the system. One limitation that was directly faced by
me was, once morning we were working in the desk and that day no call was
coming to us. One or two calls were coming frequently. We were happy that that
day no problem is happening among the employees. But after lunch, employees
started to call in our hotline of the IT Support desk. We received over 30 phone
calls then we got to know that there was a problem in the system and calls are not
reaching us through the system. After that we called the vendor who developed
the system and they solved the problem. So, we got all the calls suddenly and that
created a huge pressure on all of the team. So, that is a problem of the ITS that it
cannot figure out a problem in the system and does not give any warning or
notification so that we can know there is a problem in the system. Another limitation
is it works though only ROBI Network. If one cannot connect to ROBI Network, that
employee cannot reach us to let us know about his problem.

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4.8 Laptop Database Management- Overview
If we take all the different aspects of a commoditized world then everything is pretty
similar: similar products, similar people, similar technology and similar workplace.
The differences are in the work tools/ equipment/ device, the perception and the
feel of a company, all of which are delivered through the employee experience. It’s
the employee experience that differentiates a company’s performance. We’ve
entered the age of an era when focusing on employees is more important than any
other strategic imperative. Every executive knows that employee’s matter. But
most companies don’t approach their employee’s interactions in a disciplined way.
It requires a fundamentally different mindset. It requires you letting go of old
paradigms and embrace new ones. When ROBI realized the importance of suitable
working experience for employees, given the ambition to provide the best-in-class
experience to its employees, there was a need to formulate a long-term service
experience working device/tools, mapping ROBI’s existing capabilities to the
corporate vision of becoming a data leader. So, ROBI is providing the laptop facility
to their employees instead of Desktop. For that the employees can work in freely
and from anywhere to provide best support to the company. As this project was
taken in a large form during the merger process of ROBI and Airtel but this is a
continuous process to keep all the data and information for particular Laptop /
Desktop.
4.9 Objective of the task
To develop a database for the employees or service provider who are taking laptop
from ROBI.
The desktops are mostly provided in the warehouse which is situated in Vulta,
Gazipur and some specific work places like, Service Operation Center. To do this
work in a data sheet we mainly collected the information of laptop serial number,
employees/service provider’s identification number to use it when it needed.
4.10 My Tasks
During the time of merging there were a huge number of employees who comes
from Airtel and joined in ROBI. ROBI successfully completed their merging
operation on 16th of November, 2016 and I joined at ROBI on 11th of May 2017. So,
by this time the core number of employees/ service provider took their working
device/ laptop from ROBI. But after I joined there was a huge number of users who
has come in to operation. This amount was nearly 150. I took all the necessary
information and made a database after that which was sum up to made the final
one. So, I had to make a list of the new users of the laptops taken from the

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company. Also, there was some laptops which were needed to decommissioned
from the company. I had to note down the serial numbers of the laptops, the RAM
number, the HDD Serials etc. for future references.
Figure 13: Laptops received to solve their problems.
4.11 Malware Cleanup Project/Patch Management System
Malware is a set of instructions that run on a computer and make the system do
something that an attacker wants it to do. Malware steals personal information,
delete files, spread spam and tracks user’s activity. My job tasks in this project are
to identify the threat workstation form the threat database. Checking whether the
Antivirus signature (DLP, Data Loss Prevention) is updated or not. If not then
update the signature. Sometime manual update is not possible than
setup/configure the software with proper admin permission and steps. Scanning
the threat workstation remotely and checking the on-Demand Scan Log whether
malware is still present or not. If still present then upload the Getsusp log to system
server and then contact with the security team for further process. On the patch

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management system project, I maintain all sccm update is deploying properly is
not than take proper action to do deploy that update on the specific user pc.
4.12 Limitations
I have to face some limitations of workstation access. Such as user’s unavailability,
LAN connection problem etc. Most of the users were in remote area so due to LAN
connection problems I could not access to end user workstation. Sometimes users
were not free of my time so I have to take time from them and completed my work
on their free time.
4.13 Recommendations
The battle for IT security will never end, but the application of best practice and the
effective sharing of available knowledge. We recommend that as a business you
take steps to review, and invest where necessary, to improve security in the
following key areas:
• User Education & Awareness Establish a Staff training program for
increasing user awareness of the malware risks.
• Managing user privileges Establish account management processes and
limit the number of privileged accounts. Limit user privileges and monitor
user activity.
• Removable Media Controls Removable media access control is already
maintaining by the DLP end user policy. System team need to make another
policy like, if the user doesn’t scan the removable media then the user can’t
access to it.
• Regular Monitoring System team should regularly monitor strategy &
produce supporting policies. Continuously monitor all ICT systems &
networks. Analyze logs for unusual activity that could indicate an attack.

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4.14 Mail Archiving
Exchange Online Archiving is an additional specialized mailbox that works in
tandem with users Primary Exchange Mailbox allowing messages to be quickly
and easily archived to simplify mailbox size management. This solution utilizes
server-side storage that works in a similar manner to the traditional Personal
Folders (PST) files. This approach has the advantage of being backed-up nightly,
can have messages moved into it automatically, and is available within Webmail
(http://mail.robi.com.bd/owa) providing access on and off Office. Users email will
be auto archived to Microsoft cloud storage. Users need not to archive email on
their own Laptop HDD. Emails older than 15 Days will be auto archived to Microsoft
cloud storage. Archived emails will be accessible from both outlook & webmail. i.e.
you can access your archived email from outside office network. The task of this
project is to default the ost from pst. This time I got excel file where a list of people
names where available whose outlook was default to PST (personal archive
folder). For this work first I contact with the user, informed him/her about the issue,
note down the user's available time and on that time, I changed the archive folder
to exchange remotely with the permission of the user.
4.15 Bit locker refresh/password reset
The life time of bit locker is 5 times. When user put 5 times wrong password than
the blocker account gets locked. Sometimes bit locker doesn't take password if a
cd in the cd rom or caps lock on/off. In this time the support cannot be provided
remotely so we have to request the user to send the laptop to us (IT Help Desk).
This time I have to send the Computer Name and the previous recovery key to the
team member who have the admin access of generating recovery key for bit locker.
When a user already put 2/3 times wrong password but successfully logged in than
we can remotely refresh the bit locker from the control panel if the user call logged
to IT Support. It helps the user for getting 5 times lifetime again.
4.16 Remove stored passwords, certificates, and others
Credential Manager allows you to store credentials, such as user names and
passwords that you use to log on to websites or other computers on a network. By
storing your credentials, Windows can automatically log you on to websites or
other computers. Credentials are saved in special folders on your computer called
vaults. Windows and programs (such as web browsers) can securely give the
credentials in the vaults to other computers and websites. If you no longer need
credentials stored on your computer that you use to log on to websites or other
computers on a network, follow the steps below to delete them. For more

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information about stored credentials, see Store passwords, certificates, and other
credentials for automatic logon.
4.17 Workstation setup/configuration
Full setup of workstation with Acronis or R-drive image software. After installation
I have to set up the domain (ROBI.com.bd) with the PC name with End user
Employee ID. Finally, I have to encrypt the workstation with bit locker drive
encryption software.
All these things are done through the software which is Incident Tracking System
(ITS).

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Chapter 5: Conclusion and
Recommendations
5.1 Conclusion
According to my own experience working with ROBI is a memorable part of my life.
It’s working environment is very nice and friendly specially the OSS & IT
Operations team who always on work pressure but never forget to share their joyful
moments to each other. The senior who are working here are very helpful with the
new employees. So, I found myself really lucky and honored to be a part of ROBI
family. This project can take the company’s value to a different level. My journey
in ROBI was an amazing one as I had the opportunity to learn a lot of different
things working with a talented team. By improving different factors mentioned in
this report keeping pace with the new technology and providing quality services to
the customers, ROBI has a very bright future ahead.
5.2 Recommendations
There should be a notification system or warning if there is any problem in the call
raising system of call delivery system. Both requester and problem solver should
be notified through the system of ITS.
One thing can be improved is that the work time of a task is assigned automatically
by ITS. It should be improvised according to the task. Some tasks need more time
than assigned and some need less. So, the problem solver should have an option
to give feedback of a task period or a survey should be made to reassign the time
period for each category of task. Sometimes a user or requester cannot be found
during the solution of a problem. As the time is define, the problem has to be
marked as resolved though it is not otherwise the status of the task will show
“Exceed” and the KPI or Key Performance Indicator of that particular solver will fall
and he has to answer for this. There is no option to delay or suspension. There is
a “Hold” option for an unresolved task but the ITS cannot count the time of that
option, which is a big problem and it has to be solved.
Another suggestion is to make the ITS work distribution system can be automated.
Now the line manager does it manually. So, when he is busy in other works, a lot
of tasks comes in the queue. If the system could automatically allot calls to the

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team members according to their specialization in a particular time frequency, that
would be great time saver and convenient for all.
Another proposal is to add a feedback option for the requester. Currently there is
no option for the requester to give feedback of the call he requested to solve. If
there is an option for that then he could express how efficiently the call is solved,
how was the behavior of the solver, whether the problem is solved properly or not
etc. It would be helpful to understand the KPI of each individual and the manager
can evaluate him easily.

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