Windows 7 A mechanism for change to improve efficiency QUT case study

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www.tils.qut.edu.au

www.tils.qut.edu.au

Windows 7

A mechanism for change to improve efficiency

QUT case study

Matthew Clayton


CRICOS No. 00213J

www.tils.qut.edu.au

History

2009

various shortcomings and/or inefficiencies in process,
policy, configuration and functionality of various systems
throughout the university.


Our attitude towards this


“If you don’t like it....change it”


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What is your Utopia?


Automation


Ease of use


Ease of support


Single Click

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Projects


Windows Development


Windows Support


Improving client experience through roll out of major
updates e.g. Windows 7


Increased use of self service functionality for increase
access to support


Policies / Standards:


Printers


Client data


Security


Scripts and profiles


Testing


Software Packaging



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Windows Development


Microsoft Deployment Toolkit


Systems Centre Configuration Management


Application Virtualisation


Group Policy Preferences


VPro
.

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Windows Support


Lite

or Zero Touch Software Deployment


User State Migration


Desktop Configuration Standards

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Windows 7 Upgrade Project
June 2010


Preparation


Implementation


Transition to IT operations &support

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Manage a fleet of 10,000 machines


6000 Staff PCs


4000 Student labs/MELT PCs


Locations:


Gardens Point, Kevin Grove, Caboolture, Canberra,
RBWH , MERF

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Previous lab technology


PXE (pre boot technology). Works before windows has loaded


File based only. No interaction with operating system.


Large scale changes mean re
-
imaging is easiest option.


Images are hardware dependent


Supports older Windows, Linux. Did not support Windows 7


Not used in staff space





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Client Systems Infrastructure (SOE team)


Ghost & SMS 2003


Base apps installed automatically


Learning Environments (Lab team)


Rembo

& Deepfreeze


Monolithic image


updated manually, customised
configurations
-


Technology Support (Staff Desktop support)


manual intensive upgrades and support


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Existing Deployment & Imaging
T
echniques

DEPLOYMENT/IMAGE


Staff Environment


27+ Individual Images (Image per model per faculty)(SOE)


Deployed via Ghost


Very manual intensive (machines touched multiple times)


Lab environment


56+
images Model / Faculty.


Deployed via
Rembo

and
Ghost


Deepfreeze

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What we are moving to

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Technologies to use..


SCCM



Automatic OS installation


Package installation


Windows configuration


Repeatable configurations


Automated configurations


Hardware independent





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Technologies to use..


Virtual Applications


Vmware

ThinApp


Microsoft App
-
V




Automated Installs


‘Hands off’ installation


Silent



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VPro


Every machine connected to power & a
network port is manageable,
whether
switched on or not.

Technologies to use..

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T
echnologies

to use.. (student labs only)


‘Reboot to restore’


Allows users to be administrators. Changes are removed at next boot.


Reduces support calls/costs to fix incorrect configuration changes


Prevents dynamic updating
(unless thawed)

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Deployment Phases and Timelines


Testing



Currently underway



Pilot

-

nominated Faculties/Divisions



Full deployment
-

progressively from late
September to eligible staff machines

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Migration Process
-

Upgrade


1.
Run Pre
-
flight checks

2.
Determine SW upgrade requirements

3.
Perform migration if eligible

4.
Post migration support

5.
Training



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Rollout schedule


Determined by:



Priority: New machines


Focus
: Faculties of Health, Law


Guided by: Faculty priorities as they arise



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Eligibility Criteria


1.
Hardware and environment

2.
Apps

3.
Something else…



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Training


Roadshows



Face to face classroom
-
based


User guides


Videos


http://www.itservices.qut.edu.au/soe/windows7/w7training.jsp



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The Bigger Picture




XP Support


Windows 8 release


Office 2010 and beyond


Market pressures


Java updates


Browser standards

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MOE


Why you should use the MOE


How


Tools & Technologies


What


Experience and 3 ways to get the MOE


Tips and Tricks


Thanks

www.tils.qut.edu.au

MOE
-

Why


For

you


We have automated the mundane tasks so
that you can get to work on more interesting tasks that
the university needs you to do


For
your clients


So that it “
Just works
” and you have
the time to help them quickly when it doesn’t


For the
University



able to meet the strategic needs
<insert insightful blueprint objective here>

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MOE


Why

you should use the MOE


How


Tools & Technologies


What


Experience and 3 ways to get the MOE


Tips and Tricks


Thanks

www.tils.qut.edu.au

MOE


How



Tools & Technologies


Windows 7 Enterprise 64
-
bit with Service Pack 1


Microsoft System Center Configuration Manager 2007
R3 (SCCM)


Microsoft Deployment Toolkit 2010 update 1


USMT 4


Active Directory Group Policy Objects & Group Policy
Preferences

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MOE


How


Tools & Technologies


AutoIT


VBscript


VMware Workstation, Microsoft Hyper
-
V


Disk2vhd


Sustenance


Coffee


Coke

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MOE


How


Tools & Technologies


AutoIT


VBscript


VMware Workstation, Microsoft Hyper
-
V


Disk2vhd


Sustenance


Coffee


Coke

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MOE


How


Tools & Technologies

Note: Microsoft provides toolsets
(and problems/challenges)
not
solutions!


Process for Adding Driver support for new Hardware models



Dell are the easiest


download driver pack for
corporate
models


takes about
4 Hours
to add support per model


Toshiba
now provide driver packs


not quite as good as Dell


takes about
8 hours
to add support for
corporate models
,
or add several days when they provide incorrect switches for
driver apps


HP



used to provide driver packs for desktop models


which
meant about
4
-

6 hours
to develop driver support. Now it
takes about
20 hours
to add support for HP laptops and
desktops.

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Staff MOE



Staff MOE

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Challenges for the new direction


Approx 650 applications



Printer drivers and Windows 7 64
-
bit



New Director

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Challenges


The Melbourne Cup Day Incident

Note to self: SCCM OSD is very
very

very

very

very

very

efficient.



Be very
very

very

very

very

very

very

very

very

careful!


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Expect the unexpected

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Semester 1 2011 success !!

SCCM much more robust than previous solution

Greater cooperation from ITS departments in
troubleshooting

By week 1,all labs deployed less BEE Faculty labs
by request

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Post
-
install challenges

IE default security settings higher than expected on internal sites

Thinapp

Firefox unstable with some
filetypes

Slow logins

Printer mapping inconsistent

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Successes


Upgrade of fleet management tool


Existing fleet now managed via SCCM



Fleet management tool
:


Ability to configure
n
ew machines onsite direct from the factory both existing XP and Windows 7


delivery
technology works extremely
effectively


highly
automated reducing technical support work
load


Developed standards


Developed Internal documents & training


V
-
Pro configured



Over 500 applications in development for distribution to be made available for self service.


New self service model developed

aims to reduce time to install applications and reduce technical support requests (40%)



Creation of standards, procedures & processes ensuring quality and efficient services

.


Review of all supporting services associated to MOE


Active directory clean up


Group Policy clean up


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Current status


LE staff


No start of semester panic


planned rollout of applications, not images


Able to be responsive to changes


Work/life balance




Well managed environment


Security updates / non
-
critical applications applied during regular maintenance


Urgent applications can be installed immediately (30 minute max contact time)




Teaching staff


Call for software no longer required


Existing packages deployed within 24 hours


Applications requiring packaging 1
-
2 weeks lead time




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Current issues


Data stored locally on PC



Applications
-

Management


Volume


Versions



Proposed MOE standards to be introduced required to be endorsed:


Inc
: Printers, Data Storage, Security, Application, MOE, Group Policies


Data Storage to assist with data backup of local data


proposed model may have implications on current infrastructure. Testing proposed within ITS



Fleet Management tool


High Risks of reconfiguring entire fleet


Risk mitigation strategies are being implemented


Setting up of appropriate security


Development work on key areas still taking place (V
-
pro


multicasting)



Application management


Corporate applications


version control of current applications


Application mapping to upgrade existing clients



Project Funding


Operationally funded 2010


Project funded proposal 2011

www.tils.qut.edu.au

QUT Windows 7 Deployment


MATTHEW CLAYTON


matthew.clayton@qut.edu.au


0401 678 714