Help Desk Operations for Clients Without Admin Privileges Tim Guilliams Bob Beane

2Managed by UT-Battelle for the U.S. Department of Energy What is Least User Privileged (LUP) computing environment? LUP refers to the concept that all users should run their computers with as few privileges as possible Benefits of LUP Less to do. Systems that are LUP’ed will be 100 percent maintained by the IT department. Over time you, will see the pop-ups to install software such as Adobe, Microsoft and other products go away. This is because IT now has the sole responsibility to manage the patches to your computer. Better system security. With limited access rights, malicious code will not have access to perform operations that could crash a machine, or adversely affect other systems. Better system stability. Running LUP gives users increased protection against inadvertent system-level damage. 100 percent of the Human Resource department is running LUP, and we have seen a decrease in overall call volume to the ORNL IT helpline. Ease of deployment. The fewer privileges an application requires the easier it is to deploy.

3Managed by UT-Battelle for the U.S. Department of Energy Redneck Fire Alarm

4Managed by UT-Battelle for the U.S. Department of Energy Agenda Planning Staffing Tools Help Desk Impact Client Impact Looking Ahead

5Managed by UT-Battelle for the U.S. Department of Energy Planning Communication – Technical change & expectations – Agents involved in daily actions, message boards Ticket System Changes – Tracking LUP issues – Monitoring daily LUP numbers Phone Capacity – Capacity to handle increased call volume – Ability to add agents quickly Equipment Availability – Computers – Desks

6Managed by UT-Battelle for the U.S. Department of Energy Staffing Normal Staffing Level – Helpdesk – Field support – Training lead time Adjusted Staffing Level – Temporary Labor – Subcontracting

7Managed by UT-Battelle for the U.S. Department of Energy Tools Administrative Rights for support – Helpdesk/Tier 1 – Field Support/Tier 2 Scripts from SCCM – Local Admin Elevation Part 1 Part 2 Remote support – Admin Group Pilot Active Directory Group – Techs add themselves for temp admin rights

8Managed by UT-Battelle for the U.S. Department of Energy Run Advertised Programs SCCM Tool to gain admin rights for support

9Managed by UT-Battelle for the U.S. Department of Energy Requesting Local Admin - Part 1 Helpdesk elevation process

10Managed by UT-Battelle for the U.S. Department of Energy Requesting Local Admin - Part 2 Self-help elevation tool

11Managed by UT-Battelle for the U.S. Department of Energy Remote Tools Bomgar – Improved support for additional incident types

12Managed by UT-Battelle for the U.S. Department of Energy Tools Administrative Rights for support – Helpline/Tier 1 – Field Support/Tier 2 Scripts from SCCM – Local Admin Elevation Part 1 Part 2 Remote support – Admin Group Pilot Active Directory Group – Techs add themselves for temp admin rights

13Managed by UT-Battelle for the U.S. Department of Energy Call Volume What we expected – Quadruple in daily call volume What we got – Almost double volume

14Managed by UT-Battelle for the U.S. Department of Energy Ticket Volume - Trends

15Managed by UT-Battelle for the U.S. Department of Energy Incident Increase Type – Software installation – Printer drivers – Cyber Security Requirements Impact – Increase in cycle time – Decrease in meeting general SLAs – Huge backlog development months and a contest to bring down to normal Still working through lingering issues (it’s a process thing)

16Managed by UT-Battelle for the U.S. Department of Energy Client Help for the “simple stuff” I know how to do this, why do I need help? Common user tasks – Remote desktop – Defrag – Printers – Root file access

17Managed by UT-Battelle for the U.S. Department of Energy Where we are headed Adjusting Staffing levels Modifying support model for more remote support Improving tools – Remote support Bomgar SCCM RDP – Admin access Improved Tools

18Managed by UT-Battelle for the U.S. Department of Energy Other ORNL Presentations of Interest SharePoint Monday, 11:45-Using SharePoint UI to Deliver General Use Applications, Connie Begovich Tuesday, 11:45-SharePoint at ORNL, Brett Ellis Cyber Security Monday, 1:30-Development of a Process for Phishing Awareness Activities, Philip Arwood & John Gerber Monday, 2:15-How I Learned to Embrace the Chaos, Mark Lorenc Monday, 4:15-TOTEM:The ORNL Threat Evaluation Method, John Gerber & Mark Floyd Desktop Management Monday 4:15-On the Fly Management of UNIX Hosts using CFEngine, Ryan Adamson Tuesday, 11:00-Implementation of Least User Privileges, Doug Smelcer Wednesday, 11:45, Microsoft Deployment Using MDT and SCCM, Chad Deguira Incident Management Wednesday, 11:00-Helpdesk Operations for Clients Without Admin Privileges, Bob Beane & Tim Guilliams IT Modernization Monday, 2:15-12 Months of Technology, Lara James

19Managed by UT-Battelle for the U.S. Department of Energy Questions