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D I V I S I O N O F T E C H N O L O G Y , I N F O R M A T I O N A N D L E A R N I N G S U P P O R T
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 Techniques
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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Technologies 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
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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 new 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
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