deploying Microsoft Windows 7: a complete methodology

Transcription

1 WHITE PAPER Deploying Microsoft Windows 7: A Complete Methodology October 2010 deploying Microsoft Windows 7: a complete methodology Laural Gentry Virtualization and Automation you can

2 table of contents executive summary 3 SECTION 1: Introduction Desktop migration in context 4 SECTION 2 Windows Desktop OS deployment service 5 Plan 6 Project planning 6 Hardware compatibility assessment and remediation planning 6 Application compatibility remediation and planning 9 Build 10 Identification of core applications 10 Identification of supplemental applications 10 Creation of computer images 11 Automation and integration 11 Migration scenarios 12 Wipe and reload migration 12 In-place upgrade 13 Machine replacement 14 Validate 14 Testing the process 14 Training 14 Deploy 15 Phased deployment 15 Operations 15 Continual evaluation and improvement 16 SECTION 3 A complete and integrated approach 16 SECTION 4 Conclusion 17 SECTION 5 About the author 17

3 executive summary Challenge An enterprise-wide operating system deployment can be a complex, labor-intensive, and timeconsuming process, so the release of a new Microsoft operating system evokes mixed emotions. Many enterprises still run Windows XP as their corporate desktop having skipped the Windows Vista release and it has been many years since the last comparable upgrade was undertaken. Because Microsoft has already announced the end of support for XP, most organizations will be facing a Windows deployment in the next few years. The most effective way to approach the Windows 7 rollout is to leverage best practices and follow effective and tested processes. Opportunity The imperative to move to Windows 7 is significantly different to prior migrations to Windows XP or Vista. It comes at a time when many new technologies, such as desktop and application virtualization, are also available some of which can be leveraged to help with the hardware or application compatibility remediation processes that must precede the Windows 7 deployment. This paper presents a discussion on relevant technologies and suggests a methodology for streamlining the Windows 7 deployment process. This methodology defines and guides you through creating a service-driven approach that utilizes solutions to govern, manage, and secure IT in order to maximize business value and ease the transition to a new desktop operating system. At the same time, it explores new technological options that make sense for your business in transitioning to a new way of delivering user workspaces. Benefits Following the process outlined in this paper will ensure the creation and execution of a well-planned and appropriately-automated change project: one that will include all requisite preparation and execution activities and result in a highly successful and smooth rollout of Windows 7 across the enterprise. Increase operational excellence and technician productivity Reduce the risks of the deployment and ensure desktop security Maintain end-user productivity throughout the change initiative Lower support issues after the change Remove the barriers for adopting new technology 3

4 Section 1: Introduction Desktop migration in context In order to minimize costs, downtime, and disruption to business operations, organizations need an automated, tested, and proven process for system migration and deployment that integrates their existing desktop management solutions and overall strategies. The cost and complexity of the deployment and migration processes was one reason many enterprises opted to skip the adoption of Windows Vista. With the release of Windows 7 which, unlike its predecessor, is generally anticipated to be widely adopted it is critical to have a system migration process in place: Windows 7 will require at least a partial hardware refresh and considerable preparatory work to identify and address any application compatibility issues. The Windows 7 release also comes at a time when several new technologies are becoming established that, while valuable in their own rights, are also potentially compellingly relevant in the context of the Windows 7 rollout enablement. Some of these new technologies include application virtualization and streaming, presentation virtualization, and even hosted virtual desktop (HVD) initiatives. Therefore, the Windows 7 deployment is an opportunity to reevaluate the overall desktop strategy, a topic discussed in a complementary white paper from CA Technologies titled Transformative Journeys in Desktop Management. CA Technologies has a proven history of providing product expertise for managing desktops in general, and specifically for managing desktop operating system (OS) migrations. The methodology discussed in this paper emerges from that history and expertise. The goal of this methodology is to enable IT to be proactive, well-equipped, and well-informed to meet the demands of dynamically managing the deployment of the Windows OS at the same time increasing technician productivity by implementing automation, reducing risk, maintaining end-users productivity, lowering support issues after the change, and reducing the overall costs of the deployment. This methodology will also help IT create reliable, repeatable processes and procedures to help streamline additional change initiatives in the future. Today the user workspace service, which can be defined as providing the user with access to information and applications they need to be productive, is largely provided by IT in the form of a desktop or laptop running an operating system that has applications installed. Regardless of whether IT currently manages this explicitly as a service or simply as a set of desktop and laptop assets, the user only cares about access to their workspace not the asset over which the workspace is delivered. During any change initiative, when the goal is to minimize disruption to the user experience, it is useful to think from the user s perspective, which requires a service-oriented rather than asset-oriented approach. Therefore, the Windows 7 deployment should be approached as delivering a service: a planned change in the way the user workspace is delivered by IT. The methodology discussed in this paper will detail the critical steps of planning, building, validating, and deploying Windows 7 as a service in your operational environment. 4

5 Section 2: Windows Desktop OS deployment service To create a comprehensive Windows OS deployment service, it is necessary to take into consideration all aspects of the Windows 7 migration including whether systems will be replaced or repurposed, or if virtualization technology will be leveraged to address hardware compatibility. It must also take application compatibility into account, and whether Windows XP Mode, application virtualization or streaming needs to be used. During the planning and development of the Windows OS deployment service, IT must assess the different options available for developing a process that can be easily automated, select the technology that will be used, and perform the integration and automation necessary to allow a smooth transition to Windows 7. The following sections go into detail on a number of tasks to help create a comprehensive Windows OS deployment service. Plan Project planning Hardware compatibility assessment and remediation planning Application compatibility assessment and remediation planning Build Core and supplemental application identification and packaging Preparing the deployment packages and images Automation and integration Deployment types Validate Testing the process Training Deploy Phased deployment Operations Continual evaluation and improvement 5

6 Plan Project planning Project planning and its importance to the success of a project cannot be overemphasized. In general, IT projects are time consuming and expensive, and when rolling out a new technology it may be tempting due to resource scarcity to improvise a process to accomplish the rollout, ignoring the planning stages. When planning the Windows OS deployment service, IT should obtain the input and help of key groups of people. These groups include end users, training personnel, procurement and acquisition, and service desk support. To be successful, an OS deployment must be a cross-functional team effort. Anticipating and accommodating change proactively rather than reactively is the most effective course of action in order to avoid the pitfalls of poor planning including increased costs, end-user downtime, increased technician involvement, and increased support calls following the deployment. Effective planning up-front will significantly reduce efforts during the deployment. The service should also be developed with the consideration for reuse or reconfiguration of for use in other events such as on-boarding new employees, hardware replacements, and recoveries from crashes. To this end, a comprehensive project plan must be developed to determine timing, process best practices, resource utilization, and cost estimates for the Windows OS deployment. At the end of the project planning phase you should have answers to the following questions: What other projects will have an impact on or be impacted by this rollout? What tasks need to be allocated for the organization of the design and development of the service? Who is going to be on the Windows OS deployment team? It is highly recommended to have a dedicated team in place to focus on this service. Do you have business unit buy-in? Do you have your supplier management and license management in order? Do you have training planned for the technician team implementing the deployment, the support group, and the end users? What is the cost of delivering this service at an organizational level and a per-user level? Hardware compatibility assessment and remediation planning Before rolling out Windows 7, an in-depth knowledge of the corporate inventory is critical to determine if any of the current machines can handle a wipe and reload or an in-place upgrade to the new OS. There are two major items to take into consideration when performing an infrastructure assessment: Which edition of Windows OS will be deployed? What are the upgrade paths? 6

7 Which edition of Windows will be deployed? There are six different editions of Windows 7 from which to choose. Each edition has different system requirements and functionality, requiring you to determine the most appropriate editions for your specific environment. Only three editions are likely to be appropriate for business use: Windows 7 Professional Windows 7 Ultimate Windows 7 Enterprise (volume licenses) The following table lists the Windows 7 system requirements as of December For the most up-to-date information on the Windows 7 editions, please visit the Microsoft Website. Architecture 32-bit 64-bit Processor speed 1GHz 32-bit processor 1GHz 64-bit processor Memory (RAM) 1 GB of RAM 2 GB of RAM Graphics card DirectX 9 graphics processor with WDDM driver model 1.0 HDD free space 16 GB of available disk space 20 GB of available disk space Optical drive DVD drive (only to install from DVD/ CD Media) There are additional system requirements to access and utilize certain features: BitLocker requires Trusted Platform Module (TPM) 1.2 to function and a USB flash drive to use BitLocker To Go. However, BitLocker may be used (with some loss of functionality) without a TPM if the computer is able to read from a USB flash driver during boot. BitLocker is only available on the three high-end Windows 7 editions. Windows XP Mode requires an additional 1 GB of RAM, an additional 15 GB of available hard disk space, and a processor capable of hardware virtualization with Intel VT or AMD-v enabled. System requirements may entail an upgrade to PC memory or the addition of an appropriate graphics card. It may be necessary to upgrade or replace machines more than two-years-old in order to handle the Windows 7 OS requirements. In addition, you will also need to understand the impact on existing contracts and leases when replacing or upgrading hardware. You should also determine if virtualization technology should be used to address hardware compatibility. This will affect the rollout strategy and how the deployment is built and implemented; it must be determined early in the development of the Windows OS deployment service. 7

8 What are the upgrade paths to Windows 7? After determining which systems in the environment will be able to support the system requirements then determine if an in-place upgrade can be performed or if you will need to wipe and reload the machines with the new OS. In-place upgrades are only available from Windows Vista. Windows XP machines will require a clean install. Cross-platform (from 32 bit to 64 bit) and cross language in-place upgrades are not supported. Use the following information to determine if the current OS installed on the machines can be upgraded to Windows 7 in place. This information is current as of December Please access the upgrade path information from the Microsoft Website as there is additional information that you may need to be aware of if you plan on doing any in-place upgrades. From Windows Vista SP1 and SP2 Upgrade to Windows 7 Business Professional, Enterprise, Ultimate Enterprise Enterprise Home Basic Home Basic, Home Premium, Ultimate Ultimate Ultimate At the end of the hardware compatibility assessment phase you should have answers to the following questions: How many machines will require an upgrade to existing hardware? How many machines will need to be replaced? How many machines can be upgraded in place without wiping and reloading the OS? How many machines will need to be wiped and reloaded? (Any machines running XP that have the system requirements for Windows 7 will need to be wiped and reloaded.) Will any type of virtualization be used and, if so, for which users? You will need to determine which technology you will use and how that is going to affect your plans. What is the project plan to package the in-place upgrade for delivery? Are you going to perform an enterprise-wide rollout or replace through attrition? How are you going to segment the deployment? Into groups of users, departments, in-place upgrade vs. wipe and reload, etc.? What are the costs of upgrading the OS to Windows 7? How does replacement or upgrade affect existing contracts and leases? 8

9 Application compatibility remediation and planning Prior to deploying a large-scale Windows OS rollout, you must ensure all the applications used in the environment, from commercial software to in-house and back-end software, are compatible with the new OS. Testing must be done to ensure they will work on the new OS. In some cases, there may be significant changes that need to be made to the software in order for it to run on Windows 7. For some specialty business applications, vendors may take a year or more to make their software compatible with the new Windows OS. An in-house application update can also be time-consuming and expensive. Even if you are not planning the rollout now, you may want to consider starting the application compatibility testing sooner rather than later. There are a number of technologies available that may be useful strategies for some applications determined to be incompatible, such as hosted application virtualization or XP Mode. Hosted application virtualization technologies allow applications to run on presentation servers in the data center and accessed from the user s desktop over a remote display protocol. XP Mode is an optional component in Windows 7 that provides the ability to run applications in XP SP3 in a locallyhosted Virtual PC. Both of these technologies could not be used as a long-term solution, but certainly provide immediate value as a way to extend the life of old applications for as long as it takes to upgrade them in an appropriately planned way rather than in the rush to deploy Windows 7. Essentially these technologies allow the deployment to proceed while preserving the ability for the user to access and use incompatible applications. If you determine XP Mode is the way forward, there are some details of which you should be aware. Only three editions of Windows 7 support XP Mode: Professional, Enterprise, and Ultimate editions. XP Mode is only supported on systems that have the hardware virtualization technology of Intel VT or AMD-V features enabled in the BIOS. Virtual PC must then be installed on the local Windows 7 system, followed by the installation of Windows XP SP3, both of which will be provided by Microsoft as a free download. During your application compatibility testing, you will need to determine if you are going to utilize XP Mode and what machines you have, or will deploy, that can support it. Microsoft also offers the Application Compatibility Toolkit (ACT) to facilitate application compatibility testing. The ACT is a collection of documentation and tools that will help you assess and test your applications for compatibility. For the most up-to-date information on the ACT, visit the Microsoft Website. At the end of the application compatibility assessment phase you should have answers to the following questions: Which applications are capable of running with no modifications? Which applications need modifications to work on the new OS? What are those modifications? Which commercial software needs to be upgraded to a compatible version? Which in-house applications require modifications to run on the new OS? 9

10 Are you going to utilize XP Mode? Ensure the systems you deploy meet the system requirements and have the virtualization technology enabled in the BIOS. What is the project plan to complete this work? Build There are three deployment scenarios to support the Windows 7 rollout: Wipe and reload on existing hardware In-place upgrade Machine replacement The images, packages, and process automation components need to be built to address these three scenarios. Identification of core applications In order to move forward with the rollout process, the core applications used by the enterprise must be identified. These are applications that are ubiquitous over an entire enterprise, such as office productivity applications, applications, anti-virus and anti-spam applications, etc. The applications determined as core can be placed on the new OS image, along with management agents, so the systems can be managed efficiently. Ensure that the core applications and management agents placed on your image have undergone the application compatibility testing and have any identified mitigations in place. At the end of the core application phase you should have answers to the following questions: Which applications are common to all users across the enterprise? Which applications will be placed on the OS image? Which applications will be packaged for delivery after the image is deployed? What is the project plan for including these applications on the OS image? Identification of supplemental applications Supplemental applications are applications that are ubiquitous only to a specific group of users or a specific department. The supplemental applications should be packaged for delivery to specified systems after imaging and prior to data and settings migration. Again, ensure that the supplemental applications packaged for delivery have undergone the application compatibility testing and have any identified mitigations in place. At the end of the supplemental application phase you should have answers to the following questions: Which applications correspond to a specific user group or department? Which applications should be packaged for delivery to the user groups or departments? What is the project plan for packaging the supplemental applications? 10

11 Creation of computer images This step consists of developing and testing the images for Windows 7. One of the causes of high complexity and cost when deploying a new OS is the number of images you must manage. Adding new hardware, language packs, drivers, OS updates, and more requires creating a new disk image. Combine this with the testing of each image when a fix occurs or hardware is added and the process becomes time consuming and expensive. One of the touted benefits of Windows Vista and Windows 7 is the reduced number of images you must maintain. Windows images are now modularized to make customization and deployment easier by installing Windows on a file-based disk-imaging format called Windows Imaging Format (WIM). WIM is a hardware-independent image file format. Whichever computer imaging software you use, ensure the OS image contains the core applications and management agents identified for your enterprise. Also ensure these core applications have undergone application compatibility testing and have any identified mitigations in place prior to placing them on the images. At the end of the computer-imaging phase you should have answers to the following questions: To which machines will the images be deployed? These are the machines identified as requiring a wipe and reload of the OS. How will the images be managed during the deployment process? Are you going to use XP Mode and, if so, how will you deploy it? On your base image or as an installation process? What is the project plan for creating and testing the images to be used? Automation and integration The culmination of assessment and testing will result in an integrated, end-to-end automated process. You will need to decide which solutions or products will be used and how they can and should be integrated to provide a viable Windows OS deployment service to the enterprise. This should take into account business needs, maturity of the IT organization, and solutions available. At the very least, it should automate the operational aspect of deploying the new OS. In addition, you should look at automating service desk problem and knowledge management, contract and vendor management, software compliance management, and release/change management. At the end of the automation and integration phase you should have answers to the following questions: Which solutions/products do you have that will automate the operational aspect of deploying the OS? Which solutions/products do you want to integrate and automate in addition to provide a more comprehensive process? What is the project plan and cost for this phase of the project? 11

12 Have you determined capacity levels, i.e. how many concurrent deployments can be done at once? What are your service levels to the business? Have you written and documented the process and incorporated FAQ and knowledge base articles for issues or questions identified during design and testing? Have the technicians and key support personnel that will be implementing and supporting the service been involved in the design and testing? Migration scenarios The following are the three migration scenarios that may be supported. It is possible that support for all three options will be necessary to meet the requirements when building your Windows OS deployment service. Wipe and reload migration This scenario represents an automated process that can be configured to integrate service desk management, configuration/client device management, and asset management solutions to provide a seamless, end-to-end desktop deployment. Open a change order request In order to ensure accurate tracking of the deployment process, first open a change order request for a new OS on a group of specified machines. It is suggested you proceed with the deployment by targeting specific user groups or departments instead of all machines in your enterprise at once. Portfolio assessment The change order request is routed to a procurement analyst using a workflow mechanism. The asset/procurement analyst reviews and approves the order request The change order request is then routed to the appropriate IT person to deploy the new OS to the selected group of machines. Data and settings migration The next step in the process is to capture the end users data and settings and store them in a network location or on any other intermediary storage location or device. This includes everything that makes a machine unique to a specific user, such as all the OS settings, the customized application settings, preferences, and data. This helps you ensure a smooth transition by preserving users desktops, address books, custom dictionaries, and location of data on the machine. This allows a user to receive a new OS and feel comfortable with minimal training on how it now functions. Wipe and reload the machine with a new OS After the collection of the users data and settings, use a configuration management/client device management solution to wipe the old OS off the machine and load it with the new OS and core applications, using the appropriate image. Deliver supplemental applications In the planning phase, you identified and packaged any supplemental applications specific to the group of users you are migrating that now need to be installed. The delivery of these supplemental applications can be accomplished as part of the automated process using the software distribution capabilities within a configuration/client device management solution. 12

13 Data and settings migration The final step in the automated process is reapplying the users data and settings from a network location or other intermediary storage area back to the reconfigured machine. Close the change order request Upon completion of the desktop deployment, when the users receive their machines with the new OS, you are able to close the change order request as complete. In-place upgrade In this scenario, the machine has all the system requirements necessary to support the new OS and is running a version of Windows that supports an in-place upgrade. Keep in mind that in-place upgrades to Windows 7 are only available from Windows Vista platforms. Even when in-place upgrades are possible, strong consideration should be given to performing a wipe and reload migration rather than upgrading the new version of the OS over the old. A fresh install removes the possibility of encountering legacy problems with the OS and ensures support for all drivers, applications, and other OS components. It also contains image drift and ensures a supportable and reliable configuration state. However, if you have determined an in-place upgrade is appropriate, the recommended process is relatively simple. Open a change order request In order to ensure accurate tracking of the deployment process, open a change order request for an OS upgrade to be deployed on a group of specified machines. It is suggested you proceed with the deployment by targeting specific user groups or departments instead of all machines in your enterprise at once. Portfolio assessment The change order request is routed to a procurement analyst using a workflow mechanism. The procurement analyst reviews and approves the order request. The change order request is then routed to the appropriate IT person to deploy the new OS to the selected group of machines. Deliver the OS upgrade In the planning phase, you identified and packaged the OS upgrade and identified the group of users or machines on which you are going to perform the OS upgrade. The delivery of the OS upgrade can be accomplished as part of the automated process using the software distribution capabilities within a configuration/client device management solution. Close the change order request Upon completion of the desktop deployment, when the users receive their machines with the new OS, you are able to close the change order request. Machine replacement This is a scenario in which the machine is not able to meet the system requirements for the new OS and an upgrade is not feasible, so the machine is flagged for replacement. Open a change order request In order to ensure accurate tracking of the deployment process, open a change order request for a new machine with the new OS preinstalled. It is suggested you proceed with the deployment by targeting specific user groups or departments instead of all machines in your enterprise at once. 13

14 Portfolio assessment The change order request is routed to a procurement analyst using a workflow mechanism. The procurement analyst reviews and approves the order request. The change order request is then routed to the appropriate IT person to deploy the machines to the selected group of users. Data and settings migration The next step in the process is to capture the end-users data and settings and store them in a network location or on any other intermediary storage location or device. This includes everything that makes a machine unique to a specific user, such as all the OS settings, the customized application settings, preferences, and data. This helps you ensure a smooth transition by preserving users desktops, address books, custom dictionaries, and location of data on the machine. This allows a user to receive a new OS and feel comfortable with minimal training on how it now functions. Deliver supplemental applications In the planning phase, you identified and packaged any supplemental applications specific to the group of users you are migrating that now need to be installed. The delivery of the supplemental applications can be accomplished as part of the automated process using the software distribution capabilities within a configuration/client device management solution. Data and settings migration The final step in the automated process is reapplying the users data and settings from a network location or other intermediary storage area back to the new machine. Close the change order request Upon completion of the desktop deployment, when the users receive their new machines with the new OS, you are able to close the change order request. Validate Testing the Process Validation of the Windows OS deployment service should take place as it is developed, and a comprehensive end-to-end validation of the entire service after it has been fully built and automated should also be performed. The result of a successful validation is the assurance the Windows OS deployment service meets the business requirements and performs the migration scenarios it supports with as few errors and disruption to the business as possible. A test environment that closely matches the production environment and has enough variable hardware and software to test the service in comprehensive use cases that will match what will be encountered in production must be created. Training It is important to have time planned into the project schedule for training prior to the rollout of the Windows OS deployment service. There are three major groups of participants in the process that will need training: end users, support personnel, and the technicians who will be implementing the process. There are different types of training that can be developed and implemented, such as instructor-led, computer-based, and self-paced with documentation. Any one or a combination of these training approaches should be implemented prior to placing the service into production, and comprehensive knowledge base articles that can be searched when a user has a question should also be developed. 14

15 End users The user community will have varying degrees of resistance to change. Although some users will embrace the changes that come with the new OS, others may be frustrated by the new user interface and functionality changes. Along with a new OS deployment, you will likely simultaneously deploy upgraded or new versions of productivity applications, increasing the change to which knowledge workers in the enterprise will be exposed. Because of this, end-user training is imperative. Support personnel Support personnel must be trained on the new Windows OS as well as the new or upgraded applications and be prepared to answer the support calls they will get following the deployment. Key support personnel should be involved in the build and validation phases so they are intimately familiar with the process. In addition, they should also have been actively writing FAQs and knowledge base documents for end-user self-service. Technicians It is important to have a dedicated team assigned to the Windows OS deployment service and ensure they have been well trained and involved in the build and validation phases. This will help lower costs and decrease the time to complete the rollout. Deploy Phased deployment It must be determined how best to implement the Windows OS deployment service in the environment. A multi-phased deployment is likely to be preferable to reduce any impact on business operations. This can be done in a number of different ways: a combination of segmenting the deployment by business unit/department and a further grouping of migration types (wipe and reload or machine replacements). It may even be preferable to replace certain groups of systems through attrition as lease cycles expire. Because every environment will likely have both machines that are Windows 7 ready and machines that need either a hardware upgrade or replacement, it is probably best to segment any migration you do into those categories. This can be easily accomplished using comprehensive inventory data and placing the machines that are ready for the OS migration into a Windows 7 Ready group. For machines that will require replacement or upgrades, a Not Ready group should be created. When machines in the Not Ready group become ready through upgrade or replacement, the inventory will capture that information and automatically place them in the Windows 7 Ready group. However the Windows OS deployment service is implemented, automation is absolutely essential for rollout efficiency and an increase in the return on investment in the new technology. Operations Operations is the phase in which the Windows OS deployment service is actively delivered to and made available for the business. It will be necessary to monitor the service levels agreed upon with the business, track the reliability and ongoing delivery cost of the Windows OS deployment service, and be able to report on the progress and success of the rollout. Organizations should also continue to evaluate support issues and create or update knowledge base articles to build a repository of self-help resources to handle all but the most complex support issues. 15

16 This resource will be a first line of support for end users after the deployment is complete. Having a proactive approach for support will reduce the number of initial calls and speed up resolution times. Throughout the entire operations phase you should have answers to the following questions: Is the service meeting established SLAs? Is the service meeting the projected costs per migration? Are the incidents and problems raised at the service desk being addressed in a timely fashion and documented in FAQs or other knowledge documents? Are they being communicated back to the operations team for possible changes to incorporate into the service? Continual evaluation and improvement The primary goal of the continual evaluation and improvement phase is to ensure that any issues identified during the deployment of the service are captured and any necessary changes are made to the service to avoid the same issue in the future. It will be necessary to ensure that changes made to the process do not cause unnecessary disruption and that service level agreements can still be met. Discovery and inventory capabilities should be used to provide reports on the progress of the Windows OS deployment service as each group of users or departments is completed. It is necessary to continually evaluate and improve a service over its lifetime so that the service changes align with the needs of the business it supports. A Windows OS deployment service may seem, at first, to service a specific event. However, with the proper design and management of the process over its lifetime, it can be adapted and utilized on an ongoing basis to handle events such as onboarding a new employee, recovery of a computer that has crashed, ongoing hardware replacements and refreshes, or any event that requires the distribution and configuration of an OS, software distribution, and user personality management. Section 3: A complete and integrated approach The methodology put forth in this paper addresses necessary steps for the OS deployment process, from planning and implementation to process management and reporting. This methodology enables IT to cost-effectively plan, manage, and support the deployment of Windows 7. The technology solutions you choose must work together to simplify Windows OS deployments through automation of processes and rigorous attention to infrastructure security, while providing a clear focus on business continuity and reduced support costs. By designing, developing, and transitioning a comprehensive and automated solution, IT will be equipped with the means to dynamically manage the Windows deployment service while: Increasing technician productivity through automation Reducing risk by maintaining a secure environment during and after change 16

17 Ensuring business continuity by maintaining end-user productivity Lowering support issues after change Reducing the overall costs of the OS deployment By reducing the overall cost and resources necessary to implement Windows 7, this best-practicebased methodology will help remove the barriers associated with adopting new technologies and enable organizations to realize all the benefits they have to offer. Section 4: Conclusion To minimize costs, downtime, and disruption to business operations, IT organizations need an automated, tested, and proven solution that allows them to make changes in their infrastructure easily and securely. CA Technologies solutions and a service-based methodology fulfill this requirement by delivering a comprehensive solution for cost-effectively planning, managing, and supporting Windows deployments. It supports all aspects of such deployments, including project planning and infrastructure assessment, tracking of hardware inventory, assessment of application compatibility, software delivery, migration of user preferences and settings, automation of service desk tasks, and decision support analytics. By following a service-oriented and automated approach to managing large projects such as the OS implementation, you are able to increase technician productivity, ensure continued desktop security, mitigate error-prone manual processes, decrease service desk intervention, and reduce the time and overall costs of deployment. Ultimately, CA Technologies can help you unify and simplify the management of IT change across the enterprise to achieve greater business results. Section 5: About the author Laural Gentry is a Senior Principal Product Manager for the CA IT Client Manager solution. Laural has more than sixteen years experience in enterprise software development management and product management areas and has seven years experience with CA Service Management. Her background has provided a wide breadth and depth of knowledge in enterprise IT management. Laural has achieved ITIL v3 Foundation Certification. For more information on the Windows 7 deployment methodology and supporting solutions from CA Technologies, please visit 17

18 CA Technologies is an IT management software and solutions company with expertise across all IT environments from mainframe and distributed, to virtual and cloud. CA Technologies manages and secures IT environments and enables customers to deliver more flexible IT services. CA Technologies innovative products and services provide the insight and control essential for IT organizations to power business agility. The majority of the Global Fortune 500 rely on CA Technologies to manage their evolving IT ecosystems. For additional information, visit CA Technologies at ca.com. Copyright 2010 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. This document is for your informational purposes only. To the extent permitted by applicable law, CA provides this document As Is without warranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document including, without limitation, lost profits, business interruption, goodwill, or lost data, even if CA is expressly advised of such damages. ITIL is a Registered Trademark and a Registered Community Trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. 2917