The document discusses Novell ZENworks Configuration Management and its implementation within the National Health Service in the UK. It summarizes that: 1. The NHS is the publicly funded healthcare system in the UK serving over 1 million people with over 850,000 computer users. 2. Novell ZENworks was implemented at the Sussex Health Informatics Service to standardize over 20,000 PCs across multiple NHS trusts, addressing early challenges around configuration management. 3. After overcoming initial issues, ZENworks is now fully operational across the NHS organization, improving support and software management while reducing costs.

1. Novell ZENworks Configuration
® ®
Management
within the National Health Service
Steve Orman
Technical Director
NHS/steve.orman@nhs.net

2. National Health Service
(NHS)
• National Health Service is three
publicly funded health services
across Great Britain
– England
– Wales
– Scotland
• 5th July 1948 launched with the
proud expectation to make the
UK the “envy of the world”
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3. National Health Service
(NHS)
5 th
the Lar
or
5th
f ger
1.34m
le
rk ing and
wo Engl
eop HS in
S pen
ets e and
t the Emplo
Wo
rld yer in
P N
T
70% dg
Bu uctur 2
of I frastr tions
% In era
on Op
S
e NH An
850k n th
i nu
ers n Inf al NH
Op ra
Us go era stru S Sp
1.54bn
IT in
ork nd tion ctu en
10k
W s 1 re d
ple ture a
eo c NP (Ex and on
s
S P astru ation fIT clu
!) di n
NH Infr per g
O
Ave
ra
Iden ge Num
6
Kno ti b
wle ties a T er of I
dge y T
Wo pical
rker
has
(1) Based on Kings Fund data 2007, excluding NPfIT and using Gartner statistics
3 © Novell, Inc. All rights reserved. (2) Gartner Infrastructure & Operations survey statistics 2006

4. National Health Service
(NHS)
• <£110bn/yr cost to the taxpayer
• <£3bn/yr spent on ICT (or “informatics” in healthcare)
• >£1.5bn/yr spent locally on Infrastructure and Operations
• >600 organizations, >850,000 computer users, >700,000
computers in use (excluding servers)
• >20,000 IT staff
• >32,000 “sites” linked into N3 (the NHS WAN)
• World’s largest single domain Microsoft Exchange service
• >710,406 smart cards users registered on the Spine
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5. National Health Service
(NHS)
• IT service delivery responsibility is devolved to each
local organization (Trust)
• Larger shared services are referred to as “HIS” –
Health Informatics Services
• No central government standardization for IT services
through NHS Connecting for Health
NHS Connecting for Health came into operation
on 1 April 2005 and is a Directorate of the
Department of Health. It supports the NHS to
deliver better, safer care to patients, by bringing
in new computer systems and services.
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6. NIMM
(NHS Infrastructure Maturity Model)
• Common 5 level model for NHS IT to measure
themselves and the trusts they support
• Where are we, where are we going and assists the how
on getting there
• PCLM is integral to the NHS maturing
“…getting local NHS organization to understand,
prioritize how they make their local infrastructure,
local foundation, a solid bedrock …” Dr. Mark Ferrar
http://www.youtube.com/view_play_list?p=E99824A87614ECD2
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7. Sussex Heath Informatics Service
(HIS)
• Health Informatics Service for the English counties
of West Sussex and East Sussex
• Formed July 2004 to enable local trusts to meet
National Program for IT (NPfIT)
• Supporting 10 separate trusts and all doctor surgeries
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8. Sussex Heath Informatics Service
(HIS)
• 36000 users
• 22354 PC (4th March 2010)
• 997 Servers (physical and virtual)
• 590 sites
– Small surgeries through to large hospitals
• 939 services
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9. Sussex Heath Informatics Service
In the Beginning
• Semi-organized chaos
• Challenges
– No service management
– No standardization
– Silos
• Set about introducing base IT at an enterprise level
• Focus on understanding the user experience
• Once you can measure the service you can
substantiate investment
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10. One Key Focus Was to Standardize PC Delivery
• PC software installed in multiple ways with
varying results
• PC hardware was expensive and bought because
the user “liked that one!”
• No concept of TCO
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11. Maintaining Control
PC Life Cycle Management

12. PC Life Cycle Management
• Needed to respond to customers
– Reporting
– Audit
• Need to support users
– Increase first time fix rate
– Deliver required software quickly
• Need to enable IT technician
– Diagnostic information
– Remote Management
– Software Deployment
•
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13. Some of the Sussex
Heath Informatics Service Challenges
• No operational standardization of PC estate
– Mixture of Win2000 and XP with all flavors of Service Packs
• Wide Area Network linking trusts was in development
• Just begun delivering a single Microsoft ADS to replace
multiple vendors and types of directory services
• Manual installation of new software was slow
and costly
• Perception of Novell within the tech and customer
®
community
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14. Sussex WAN
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15. Targets for ZENworks ®
Configuration Management
• No single view of the Sussex Health Informatics
Service (HIS) supported estate
• Stop software being installed from CD, USB device
• Secure remote access for support
• Sussex had a interesting infrastructure
How many How many CFH are asking
system types devices are what Microsoft
Do we support? running XP? software is installed?
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16. National Health Service and
Novell Needs ®
• No central government standards but there is
considerable help from CFH agreements
– Nationally funded Novell licensing, support and training
®
• Novell wanted to step up to the NHS challenges
16 © Novell, Inc. All rights reserved.

17. No More Talking, It's Time for Action
We Begin

18. Approach
• Designed for Novell ZENworks 10 therefore had to
® ®
delay for release
• Test, review, feedback, change, test…..
• Proved technology with a pilot
• Operational roll out begun
• Then…..
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19. MARCH 2008
• BANG! Turquoise screen of delay
• BrainShare 2008 week ®
• 11K of 24K PC’s installed and where not responding
• Eroding confidence for customers, users and techs
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20. The National Health Service Is Complex!
Route Cause

21. What Symptoms?
• Users PC’s taking 10’s • PC’s with the same
minutes to boot ZENworks ID (GUID)
• Novell ZENworks client • Closest server rules
® ®
crashing on Windows
manual rather
• Inventory not removing than automatic
history
• ZENworks loader service
• Unable to reliably deploy crashing
bundles
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22. Several Months of Pain
• Rollout frozen
• We had a tangled ball of string not 1 issue
• I had confidence in the team on the ground
• Assurance and support from Senior team in Novell ®
and the NHS
• July 2008 Senior NHS and Novell teams met to agree whether ZENworks ®
had a future in the NHS
• Novell have modified design, testing and service approach
• Several false starts but in October 2008 we were back with a tight
deadline to complete
• Sussex HIS worked closely with Novell engineering to influence 10.2
release
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23. Pressures
• The team knew that other National Health Service IT
organizations were watching closely
• Sussex had to use Novell ZENworks to deliver
® ®
– XP SP3
– New NHS software
– Effective Licensing position
– Reduce FTFR
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24. ZENworks Configuration Management
®
Goes Operational – About Time!

25. Simply Put!
Microsoft SQL 2005 Cluster
4 server class ZENworks
ZENworks ® reporting 12 primary ZENworks 280 PC class (GP surgery)
satellites server servers (2 virtualized) ZENworks satellites
688 managed servers
22354 managed
25 © Novell, Inc. All rights reserved. PCs

26. March/April 2009
• We were housekeeping
• We were operationally using Novell ZENworks® ®
– Service Desk remote managing
– Service Management populating CMDB
– Client Devices support team deploying software
– Management reporting
– Software Asset Manager throwing out the Excel sheets
• Still had bugs but not show stoppers
• 10.2 swatted the bugs (14th July 2009 installed)
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27. Lessons Learned
• Scale the infrastructure for the worst case in
your planning
• Establish a test environment and use it
• Establish metrics for PC performance
• Continuously monitor the performance of the
infrastructure during deployments
• Believe the inventory, question your setup
• Ensure you have assigned internal owners for the
product and the components
• Don’t under estimate the effort
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28. Is It Embedded?
• Still have pockets of user resistance to having Novell
®
ZENworks Configuration Management (ZCM) “Turquoise
®
screen of delay” memories
• ZCM is no longer the reason for PC failures
• Populating CMDB
• Super users now migrating to Novell ®
remote management
• SLA costing metrics are from ZCM
• Management information is trusted
• HIS developed ZENworks dashboard
• ZENworks quality council
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29. Results
• Reduction in the time to resolve desktop support
calls – from days to minutes
• Targeted distribution of software
– Quicker
– Informed
– Managed
• Ability to respond to threats
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30. Patch and Asset
Next?

31. ZENworks Enterprise ®
• Asset • Patch
– Manage contracts – Actively manage the PC
– Manage software usage not compliancy and threats
just installations – Pre-bundled
– Better inform – Develop operational
financial planning processes to
– Improve efficiency control release.
– Confidence in legality
of deployed software
Major benefit that there is no need to deploy new
components to users PCs
31 © Novell, Inc. All rights reserved.

32. National Health Service
Other NHS IT departments able to deploy without Novell ®
ZENworks Configuration Management ZCM issue
®
• NHS can demonstrate that the investment is delivering
• NHS IT is maturing
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33. Answers
Other Total 366
Compaq Total 215
Dell Total 6957
Fujitsu Total 2
HP Total 15770
IBM Total 32
XP devices 22,401
33 © Novell, Inc. All rights reserved.

35. Unpublished Work of Novell, Inc. All Rights Reserved.
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