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Golfsmith Case Study:

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Golfsmith wanted to replace an aging imaging tool with a more robust solution that would accelerate pre- and post-installation tasks and allow for automated systems management while streamlining …

Golfsmith wanted to replace an aging imaging tool with a more robust solution that would accelerate pre- and post-installation tasks and allow for automated systems management while streamlining inventory and asset management.

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  • 1. Golfsmith saves up to12 hours of staff timeevery day with Dell KACEVirtual Management andDeployment Appliances •  Dell Systems Management •  Virtualization “[We have been able] to maintain an aggressive deployment schedule without adding IT staff.” Michael Henderson, Director of Operations, Golfsmith Customer Profile Company: Golfsmith Industry: Retail   Benefits Country: United States •  1-12 hours of IT staff time saved   Employees: 1,800 every day in imaging alone Web: www.golfsmith.com •  4-13 new stores opened each year   without adding IT staff  Business Need  •  5-figure annual savings in shipping   Golfsmith wanted to replace an aging imaging tool with a more costs with remote imaging robust solution that would accelerate pre- and post-installation tasks •  Point-and-click software installations  and allow for automated systems management while streamlining inventory and asset management. •  95% patch compliance (improved   from 50%) Solution  •  Reduced software license costs The company deployed Dell KACE™ Virtual Management and •  50% decrease in number of open   Deployment Appliances running on Dell PowerEdge servers with service desk tickets Intel® processors for an all-in-one systems management solution. •  Complete payback in less than   2 years
  • 2. Asked why he teed his ball high, the great golfer Jack Nicklaus responded, “Through years of experience, I have found that air offers less resistance than dirt.” Finding the path of least resistance After evaluating several different carries no shame—for golfers or IT solutions, Golfsmith decided on the“We no longer professionals. If a process or tool results in less work or better performance, Dell KACE VK1000 Virtual Management Appliance and the Dell KACE VK2000 have to do all the it only makes sense to use it to lower Virtual Deployment Appliance. Both run your handicap. At Austin, Texas-based as VMware-based virtual appliances on manual naming and Golfsmith, the world’s largest golf Dell PowerEdge servers. “I deployed prepping that we superstore for golf clubs, equipment, accessories, clothing and apparel, the Dell KACE Appliances myself,” says Altes. “The learning curve was very used to have to do IT staff wanted a better way to deploy fast—we were imaging within two and manage the company’s computer days. Some of the other solutions we with the machines. systems, and streamline the opening looked at would have taken weeks just The Dell KACE of new stores. to deploy.” Virtual Deployment A whole in one Saving up to 12 hours of   Golfsmith has only seven IT operations staff time a day Appliance is saving employees, two of whom manage the The KACE VK2000 Virtual Deployment us at least an hour service desk full-time. Machines are imaged on a daily basis. “There’s always Appliance is saving Golfsmith valuable time by automating pre- and post- of IT staff time every something coming in the door,” says installation tasks such as disk, BIOS Lyle Altes, network administrator. “Our and RAID configuration. day—some days 10, policy is that if it’s going to take more 12 times that.” than 15 minutes to fix it, we’re going to image it.”Lyle Altes, Technology at Work Although Golfsmith had an imagingNetwork Administrator, solution in place since 1999, the ServicesGolfsmith software vendor was no longer in Dell™ Support Services business, making it impossible to upgrade or get support. “It got to the Solutions point where we were spending way too much time on imaging, especially Dell KACE™ VK1000 Virtual Management Appliance the pre- and post-installation steps,” says Altes. “We wanted to find a Dell KACE VK2000 Virtual solution that was all-inclusive and Deployment Appliance would allow us to do many things from one interface, instead of just Hardware buying an imaging solution.” Dell Latitude™ E6510 laptops with Intel® processors Golfsmith didn’t want a complex product that would require Dell OptiPlex™ 780 desktop PCs professional services to install. What with Intel processors it did want was a simplified learning Dell PowerEdge™ 2950 servers curve and a single vendor point of with Intel Xeon® 5355 processors contact. “In addition to imaging, we wanted an automated solution that Software would make it easy to push out patches Microsoft® Windows® XP instead of having to do them manually,” says Michael Henderson, director of VMware® ESX Server 3.5 operations. “We figured that would Windows Server® 2003 free up our service desk technicians to do other jobs.”
  • 3. “Those tasks used to take us anywhere image the machine remotely. We’ll be from 20 minutes to an hour depending saving five figures a year in shipping on the machine,” says Altes. “We costs, staff productivity and time spent no longer have to do all the manual on routine maintenance—thousands naming and prepping that we used to and thousands of dollars.” have to do with the machines. Now when we’re done imaging, we’re Point-and-click   ready to box them. The KACE Virtual software installations Deployment Appliance is saving us Golfsmith is benefiting equally from at least an hour of IT staff time every the KACE VK1000 Virtual Management day just in imaging alone—some days Appliance, which addresses the gamut 10, 12 times that.” of systems management tasks: device discovery and inventory, softwareSimplifying systems deployment  distribution, patch management,for new stores asset management, security auditGolfsmith’s automated deployment and enforcement, broadcast andcapabilities are coming in especially administrative alerts, remote control,handy when the company opens new reporting and dashboards, servicestores. After Golfsmith orders the desk, power management and more. “We’ll recoup whatnew computers from Dell—currentlyDell OptiPlex 780 desktops and Dell “We use the heck out of the VK1000,” we spent on the Dell says Altes. “We use it for all ourLatitude E6510 laptops—IT staff can inventory and asset management, KACE Appliancesquickly image the machines and shipthem out to the new store without service desk, and for distributing packages and patches out to the within two years ofdelay. The company opens between4 and 13 new stores a year, each desktops. Our patch compliance deployment. It’s one has improved to 95 percent, upinvolving 20-40 computers. In the from probably 50 percent previously. of those investmentspast, IT was challenged to meetdeadlines for store openings. We have better security, and I no longer have to spend multiple nights that really does pay“It was always difficult because we a month manually patching servers.” for itself over time.” still had to service existing stores and Software installations are now a Michael Henderson, do everything else that we normally point-and-click exercise instead Director of Operations, do,” says Henderson. “The KACE of an hour-long babysitting job. Golfsmith VK2000 Virtual Deployment Appliance “Something like putting Office on a simplifies the process of opening new machine is so much easier now,” stores, and has allowed us to maintain says Altes. “We can schedule the an aggressive deployment schedule installation to run overnight, or do without adding IT staff.” it right now—just point and click.”For upcoming store launches, Golfsmith is also optimizing softwareGolfsmith will image the computers license costs through improvedremotely using the KACE Virtual visibility. “If someone comes to us withDeployment Appliance. “Traditionally a request for software, we can easilyour practice has been to ship see if someone else in the organizationeverything next day, because if there might have that software packageare any issues, the store has time to on their machine but not be using it,”ship it back to us for remediation, and Henderson explains. “In those cases,then we next-day air it back to them,” instead of buying another license, wesays Henderson. “From now on, we’ll can move the application from one userutilize Dell Support for that service. to another without spending any extraFor example, if there’s a problem with money. The KACE Virtual Managementa hard drive or motherboard that’s Appliance is reducing our softwareunder warranty, we’ll have Dell go costs, and it’s also keeping us more inout and replace it, and then we’ll just compliance with software vendors.”
  • 4. Cutting service desk tickets in half problems quickly. “We were having anUnlike traditional service desk issue where Windows Server Groupsoftware packages, the VK1000 Policy was taking too long to updateservice desk provides an easy-to-use, the proxy settings on store machinescomprehensive interface combined across the VPN links when we’d makewith advanced functionality to help a change,” he says. “Now, when weautomate repetitive management tasks first make a change, I’ll use the KACEas well as provide incident management scripting capabilities to push the proxyas problems arise. This integrated settings to the machines out at theapproach reduces errors and manual stores and ensure that those settingseffort while assuring high service levels are in place, even though group policyand improved end-user satisfaction. isn’t doing it for us yet. Eventually, itThe service desk leverages the VK1000 will catch up, but it could be a coupleas an efficient central configuration weeks, so the new approach is savingmanagement database (CMDB). us a lot of pain and a lot of phone calls.”By giving service desk employees the Payback in less than 2 yearstools to be more productive, Golfsmith The combined deployment andhas greatly reduced the number of management efficiencies are allowingopen service desk tickets. “We’re Golfsmith to improve service despiteclearing them out a lot faster, and the rapid growth while maintaining a leantickets that are in the queue now tend IT staff of seven—well under par for ato be related to machines that are company with 1,800 employees.waiting for parts or machines on order,”says Altes. “We’ve reduced the number “We’ll recoup what we spent on the Dellof open tickets by at least 50 percent.” KACE Appliances within two years of deployment,” concludes Henderson.Altes is also using the custom scripting “It’s one of those investments that reallycapabilities of the VK1000 Virtual does pay for itself over time.”Management Appliance to solveView all Dell case studies at: dell.com/casestudiesAvailability and terms of Dell Services vary by region. For more information, visit: dell.com/servicedescriptions© February 2011. Intel is a registered trademark of Intel Corporation in the United States or other countries.Microsoft, Windows and Windows Server are registered trademarks of Microsoft Corporation in theUnited States and/or other countries. This case study is for informational purposes only. DELL MAKES NOWARRANTIES, EXPRESS OR IMPLIED, IN THIS CASE STUDY. Reference number: 10008942