Desktop Management Using Microsoft SCCM

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Overview of how one college took control of its desktop environment using Microsoft's SCCM for imaging and improved user satisfaction, quality, and reduced support demands and costs.

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  • Error-free imaging allowed us to save time and money.
  • We had a problem and we needed to solve it. The same problem many of you may be struggling with. The management of our desktop was a mess. Customer satisfaction was in the tank. We had more devices and more people to support. Due to budget cuts and high turnover, we had fewer desktop technicians, many with very little experience. We needed a way to simplify our imaging process. We chose to implement (rather re-implement, or correctly implement) SCCM (Microsoft’s System Center Configuration Manager) as our desktop management solution. It not only simplified our imaging process, it helped us in many other areas as well.What do I hope you take away from today’s presentation? If you are where we were a year ago, know there is a solution out there. We had a problem and we knew it. We made a commitment to solve it and we did. Are we special…NO…well, Jerry is, but I’m not. Our commitment was to deliver error free imaging. We were able to do that using SCCM.
  • Let me tell you how it was.
  • WHY?IT could not deliver consistent repeatable results when touching the desktopUsed Ghost, tried Altirus, moved everything to Citrix, used SCCM as ghost
  • The statement at the top of this slide was our initial goal using SCCM – to provide error free imaging. It allowed us to save time and money.
  • Our inventory was a nightmare. 5 different platforms, 37 different models.
  • This was our old way of imaging. It was complex and prone to errors.
  • This is our imaging process now. Out of the box, plug it in, PXE boot, name it, OU, collections, advertise software.
  • Round trip to-from River falls3 hours of windshield time and 130 miles3 hours of labor * $20 = $60130 miles @ .51 = $66Total trip cost = $126
  • A systems management solution by Microsoft for managing large groups of Windows-based computer systems. Configuration Manager provides remote control, patch management, software distribution, operating system deployment, network access protection, and hardware and software inventory.
  • Boot computers using a network interface independently of data storage devices (i.e. disks) or installed operating systems.
  • This is the task sequence Kren built.
  • Allows applications to be deployed in real-time to any client from a virtual application server. It removes the need for local installation of applications.
  • This is the Software Update module of SCCM.  The updates are separated into test groups.  Each test group for servers are done one day a month controlled by a maintenance window.  Each test group for desktop are done each week after Patch Tuesday.  The graph Compliant percentage of each separate update.
  • Your CIO wants to know how many Dell 780’s and 760’s we have…piece of cake…
  • v.Next is the new version of SCCM
  • v.Next is the new version of SCCM
  • Desktop Management Using Microsoft SCCM

    1. 1. Desktop ManagementUsing Microsoft SCCM<br />Jerry Bishop, CIO<br />Originally Presented March 21, 2011<br />SunGard Higher Education Summit <br />
    2. 2. This presentations supports telling the story of how one college reworked its desktop imaging and management strategy around Microsoft’s System Center Configuration Manager (SCCM) and related products to increase user satisfaction and dramatically reduce support demand and support costs.<br />Additional information about the changes, tools and strategy can be found in The Higher Ed CIO blog.<br />About<br />
    3. 3. Snippet of the Imagining Sequence<br />
    4. 4. Gains Using SCCM <br />Imaging with SCCM<br />Before ~2 hrs<br />Now <45 min<br />Immediate Payoff<br />1550 hrs saved deploying 1000 PCs<br />1240 hrs saved reimaging 800 PCs<br />400 hrs saved encrypting laptops<br />30% reduction in help desk calls<br />
    5. 5. Takeaways<br />What is SCCM?<br />What is SCCM capable of?<br />What can SCCM do for me?<br />
    6. 6. An Imaging Primer<br />Before we start…<br />
    7. 7. Two General Imaging Methods<br />“Ghosting” aka Cloning<br /><ul><li>Build one gold image specific to models
    8. 8. Clone to other PCs of same model
    9. 9. Changes require new gold image and re-cloning</li></ul>“Templating”<br />Build the parts<br />Base image and collections of add-ons<br />Layer then on PC’s<br />
    10. 10. Customer Satisfaction was in the Tank<br />The Problem…<br />
    11. 11. Historical Desktop Pain Points<br />Computer labs had Deepfreeze replaced with a GPO approach to managing them<br />Faculty had lost local admin in their labs<br />Imaging a PC took ~2 hrs, 5+ hrs for several labs<br />still may not be right<br />Fixing the issues could take days<br />Reimaging Labs could take weeks to get right impacting instruction<br />
    12. 12. The Challenge <br />Image any device (PC, laptop, tablet, Netbook, or server) from bare metal without errors <br />Required Outcomes<br />Improve user experience<br />Shorten time to image <br />Support scale<br />Eliminate complexity<br />Reduce support demand & cost<br />Deliver self-service application installs<br />It must be “Gute-Proof”<br />
    13. 13. 3 Factors Driving the Strategy<br />IT Staffing Model<br />Complexity of Desktop Imaging<br />Geography of College District<br />
    14. 14. Staffing Model<br />Imaging plan must allow for: <br />Part-time entry-level techs<br />Lower headcount<br />Lower cost<br />It must be “Gute-Proof”<br />Kyle “The Gute” Gutenberger<br />
    15. 15. Complexity of Desktop<br />Scale<br />2200 PCs<br />37 models<br />5 platforms<br />Growth Projections<br />Mobile Devices<br />Non-College Devices<br />
    16. 16. Previous Complexity<br />
    17. 17. Result - Simplicity<br />
    18. 18. Geography of College’s District<br />12 Campus Locations (Rural Western Wisconsin)<br />120 miles East-West and 70 miles North-South<br />10 Counties, 5500 square miles<br />Rhode Island – 1214 square miles<br />Delaware – 2026 square miles<br />Connecticut – 5506 square miles<br />Dispatching tech to the farthest remote campuses<br />2 hrs 15 min round trip (not counting stops)<br />$126 direct costs (mileage and windshield time)<br />
    19. 19. What can SCCM do for me…<br />Error free imaging<br />
    20. 20. System Center Configuration Manager<br />SCCM 2007 is a major upgrade of SMS functionality that provides features for<br />OS Deployment<br />Internet-based client management<br />WSUS integration for software update management<br />Service windows/collection variables<br />
    21. 21. What is SCCM capable of?<br />Configuration Management<br />Patch management<br />Software distribution<br />Operating system deployment<br />Hardware and software inventory<br />Power Management<br />
    22. 22. The solution<br />PXE Boot, SCCM Task Sequence, App-V<br />
    23. 23. PXE Boot<br />Pre-Boot Execution Environment<br />Allows bare metal imaging<br />Cuts imaging time in half<br />Simplifies process<br />
    24. 24. “Gute-Proof” Imaging<br />What “Gute” has to know:<br />Press F12, Bot from NIC<br />PXE Password<br />Lab or Staff Computer<br />Computer Name<br />“Gute” doesn’t have to know:<br />What drivers are needed<br />How to install the software<br />What software is needed<br />How to install the OS<br />
    25. 25. PXE Boot Sequence - Again<br />
    26. 26. Task Sequences Overview<br />Core mechanism for controlling all OS deployment operations<br />Sequence of steps to execute<br />Steps prior to deploying new OS<br />Steps to deploy new OS<br />Steps after the new OS is deployed<br />Completely hands-off for full automation of the process<br />
    27. 27. Task Sequence<br />
    28. 28. Collection of Images<br />
    29. 29. Driver Packages<br />View shows collections built by SCCM Admin<br />Changes with Windows 7<br />Windows 7 dynamically pulls drivers from SCCM collection or web.<br />
    30. 30. Application Virtualization - App-V<br />Microsoft Application Virtualization (App-V)<br />Allows less testing when packaging applications<br />App-V packages can be applied to other OS’s with little or no change<br />There is no “Install” or “Uninstall” so OS doesn’t get changed<br />Packaging can be easier with some apps<br />
    31. 31. SCCM-App-V Infrastructure<br />Source: Microsoft<br />
    32. 32. Ongoing maintenance<br />Patch Management, Application Deployment <br />
    33. 33. Maintenance Process<br />Labs: automated nightly maintenance sequence<br />Wake on LAN Initiates<br />Deepfreeze Thaws<br />McAfee Updates Reapply DATs<br />All software and updates get installed at that time<br />Staff: automated real-time updates<br />Monthly update cycle for patches and changes<br />3-tier model: test group, power users, all users<br />5-days to apply then updates are forced<br />
    34. 34. Software Update Management <br />Compliance assessment<br />Security updates / vulnerability assessment<br />Application updates<br />Update deployment<br />Full Microsoft update content<br />Zero-day and routine deployments<br />Simplified admin experience<br />Manage non-Microsoft software updates<br />OEMs and software vendors (ISVs)<br />Internally-developed applications<br />
    35. 35. Track Patch & Vulnerability Applicability<br />
    36. 36. Track Patch Deployments & Compliance<br />
    37. 37. Application Deployment<br />Over the summer, 215 software applications were packaged<br />SCCM made it easy to quickly and remotely deploy software to any college computer<br />Many hours saved<br />Improved service delivery<br />
    38. 38. Self-Service Application Installations<br />
    39. 39. Control Panel<br />
    40. 40. Advertised Programs<br />
    41. 41. Manage SW & HW Inventory<br />
    42. 42. Current and near term changes<br />EVOLVING STRATEGY…<br />
    43. 43. Current Changes Rolling Out<br />Currently rolling out new Integrated Platform<br />BranchCache<br />User State Migration Toolkit (USMT)<br />Application Compatibility Toolkit (ACT)<br />Complete changes to Task Sequence<br />Full Windows 7 Integration<br />Collapse driver collections<br />User Self-Service Web Site<br />
    44. 44. Near Term Changes <br />Simplify Toolset and Reduce Costs<br />Migrate PGP Disk encryption over to Bitlocker<br />Migrate McAfee Enterprise over to Forefront EndPoint<br />Migrate Verdiem Surveyor power management to SCCM<br />Rationalize Application Delivery Strategy<br />Migrate some Citrix functions to App-V with Applocker<br />Prepare for VMM and SCCM 2012<br />Complete Quick ROI/TCO on Windows Intune<br />
    45. 45. Questions?<br />
    46. 46. Thank You!<br />Jerry Bishop, The Higher Ed CIO Blog<br />

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