1. www.tils.qut.edu.au Windows 7 A mechanism for change to improve efficiency QUT case study Matthew Clayton CRICOS No. 00213J

2. 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”

3. www.tils.qut.edu.au What is your Utopia? Automation Ease of use Ease of support Single Click

4. www.tils.qut.edu.au 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

5. www.tils.qut.edu.au Windows Development Microsoft Deployment Toolkit Systems Centre Configuration Management Application Virtualisation Group Policy Preferences VPro.

6. www.tils.qut.edu.au Windows Support Lite or Zero Touch Software Deployment User State Migration Desktop Configuration Standards

7. www.tils.qut.edu.au Windows 7 Upgrade Project June 2010 Preparation Implementation Transition to IT operations &support

8. www.tils.qut.edu.au Manage a fleet of 10,000 machines –6000 Staff PCs –4000 Student labs/MELT PCs Locations: –Gardens Point, Kevin Grove, Caboolture, Canberra, RBWH, MERF

9. www.tils.qut.edu.au 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

10. www.tils.qut.edu.au 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

11. www.tils.qut.edu.au 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

12. www.tils.qut.edu.au What we are moving to

13. www.tils.qut.edu.au Technologies to use..  SCCM Automatic OS installation Package installation Windows configuration Repeatable configurations Automated configurations Hardware independent

14. www.tils.qut.edu.au Technologies to use..  Virtual Applications Vmware ThinApp Microsoft App-V  Automated Installs ‘Hands off’ installation Silent

15. www.tils.qut.edu.au VPro Every machine connected to power & a network port is manageable, whether switched on or not. Technologies to use..

16. www.tils.qut.edu.au 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)

17. www.tils.qut.edu.au Deployment Phases and Timelines Testing – Currently underway Pilot - nominated Faculties/Divisions Full deployment - progressively from late September to eligible staff machines

18. www.tils.qut.edu.au

19. Migration Process - Upgrade 1.Run Pre-flight checks 2.Determine SW upgrade requirements 3.Perform migration if eligible 4.Post migration support 5.Training

20. www.tils.qut.edu.au Rollout schedule Determined by: –Priority: New machines –Focus: Faculties of Health, Law –Guided by: Faculty priorities as they arise

21. www.tils.qut.edu.au Eligibility Criteria 1.Hardware and environment 2.Apps 3.Something else…

22. www.tils.qut.edu.au Training Roadshows Face to face classroom-based User guides Videos http://www.itservices.qut.edu.au/soe/windows7/w7training.jsp

23. www.tils.qut.edu.au The Bigger Picture XP Support Windows 8 release Office 2010 and beyond Market pressures Java updates Browser standards

24. www.tils.qut.edu.au MOE Why you should use the MOE How – Tools & Technologies What – Experience and 3 ways to get the MOE Tips and Tricks Thanks

25. www.tils.qut.edu.au 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

26. www.tils.qut.edu.au MOE Why you should use the MOE How – Tools & Technologies What – Experience and 3 ways to get the MOE Tips and Tricks Thanks

27. 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

28. www.tils.qut.edu.au MOE – How – Tools & Technologies AutoIT VBscript VMware Workstation, Microsoft Hyper-V Disk2vhd Sustenance –Coffee –Coke

29. www.tils.qut.edu.au MOE – How – Tools & Technologies AutoIT VBscript VMware Workstation, Microsoft Hyper-V Disk2vhd Sustenance –Coffee –Coke

30. www.tils.qut.edu.au 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.

31. www.tils.qut.edu.au Staff MOE

32. www.tils.qut.edu.au Challenges for the new direction Approx 650 applications Printer drivers and Windows 7 64-bit New Director

33. www.tils.qut.edu.au 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!

34. www.tils.qut.edu.au Expect the unexpected

35. www.tils.qut.edu.au

38. 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

39. www.tils.qut.edu.au Post-install challenges IE default security settings higher than expected on internal sites Thinapp Firefox unstable with some filetypes Slow logins Printer mapping inconsistent

40. www.tils.qut.edu.au 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

41. www.tils.qut.edu.au 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

42. www.tils.qut.edu.au 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

43. www.tils.qut.edu.au QUT Windows 7 Deployment MATTHEW CLAYTON –matthew.clayton@qut.edu.aumatthew.clayton@qut.edu.au –0401 678 714