DESKTOP SUPPORT WORKSHOP

Transcription

1 DESKTOP SUPPORT WORKSHOP Romy Bolton Marin Stanek Lance Bolton Jim Jokl June 15, 2011 CSG Meeting

2 Motivation Motivation and Goals The need for desktop support has not gone away Security issues and additional devices have compounded the staff workload Staff resources are tight everywhere Goals and Agenda Understand the set of services that are presently being offered by CSG schools The desktop management survey Hear from a few schools how they are tackling this space Iowa, Colorado, and Virginia Discussion what are the common problems, issues, solutions?

3 DESKTOP SUPPORT SURVEY RESULTS CSG Meeting Workshop June 15, 2011

4 POLICY QUESTIONS

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15 TECHNICAL QUESTIONS

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23 MANAGEMENT TOPICS

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27 Six schools answered this question. Answers ranged from $355 to $840

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29 Major Campus Barriers to Effective Desktop Management The distributed IT organization and effective standardization for desktop management in administrative areas. Lack of standardization across software and hardware. limited tool sets to automate support The distributed and complex computing environment at the university. Decentralization and funding The majority of the faculty are not interested in centrally managed desktops. This is changing in the administrative arena where departments are becoming interested in a more structured desktop management environment.

30 Major Campus Barriers to Effective Desktop Management Uneven practices and images within the enterprise Active Directory service. Lack of control over purchase of devices. Too many to manage all effectively. Entities or individuals that feel that complete control is more important than security or efficiency. Lack of IT resources in some units, not enough staff or funding to keep equipment up to date. The main barrier across the university would be a sense of personal ownership of university owned computers, which by the way has been allowed over the past 15+ years, which makes it very difficult to move forward in a more managed environment. Lack of standardization/differing needs (few economies of scale to be leveraged). Autonomy/authority issues. Windows we have good adoption of BigFix but on Macs, we have very few. Very decentralized; no standardization. The balance between utilization of desktop management tools (SCCM, WSUS, SEP Server, etc.) and the integrity of fostering creativity and innovation without appearing to be big brother. There is a sense of entitlement that desktop computers are not owned by the University but rather each individual user.

31 Major Campus Barriers to Effective Desktop Management Centralized enterprise desktop management tools for the Macs that integrate with a Windows infrastructure. We are testing 3rd party applications such as Quest and Casper. We've mostly solved the training issue, but getting more faculty machines into AD, and trust that we're not "spying" are still challenges. Establishing best practices associated with: Systems procurement Standardizing platforms Configuration management Patch management Software distribution Hardware and software inventory Asset management Imaging and Life-cycle replacement Cost and in a limited number of cases a philosophical distaste/distrust for central Lack of standards and automation Distributed support model (which is changing).

32 What did we forget to ask? Are any desktop support services done by outside providers? Have schools built a community around supporting desktops on campus? What does it look like? Has anyone had success with large roll outs of Virtual Desktop? Are there real cost savings and if so, what is the successful user profile? Where does your IT support organization fall in the organization? For example here the IT support group is buried so far down the org. chart that I as the manager of this group, have very little influence over the direction of support and it is very difficult to push the social engineering side to make progress and help cut IT support costs - we have so many different computer models, configurations, etc... that it is very difficult to create a managed environment to allow some of the ITSM and ITIL cost saving measures to be realized by senior management. Another question you may want to ask is, who orders the computers for your department? At this point anyone with access to our on-line ordering system can purchase whatever they want. I have been fighting to get this changed so that I order all the staff production computers, setup them up, and deliver then when they are due

33 What did we forget to ask? Who is doing managed Anti-Virus/Anti-Spyware? Is anyone doing encryption on desktop computers? Has anyone utilized Computrace, or other technologies that permit remote wipes? What bout Geo-fencing? Is anyone deploying thin-client technologies (i.e. N-Computing, WYSE Using Microsoft's SCCM product, we have developed security compliance reports that are run monthly to display the health of the desktops. We are then able to work by exception, that is, to concentrate on troublesome machines, those that fail the report. By distributing software via domain membership and SCCM, we have more time to dedicate our resources to support research and discipline specific support. You didn't ask which tools we're using. SCCM 2007 for Windows, Casper for Mac. What percentage of your workstations use power saving settings in order to support sustainability goals? Of our workstations on BigFix about 70% use these to some extent.