# Presentation: 895318

## Windows Desktop Administration

**Andy Lego ****&**** Adam Walters**
**Core Support Services**
**October 10, 2006**

**Computing Division Activity Report**

## Desktop Administration Elements

**Anti virus**

**SW Licensing**

**Accounts**

**Helpdesk**

**HW Service**

**Change & Configuration Mgmt.**

**Baselines**

**Scans & Compliance**

**Patch Mgmt.**

**Provisioning**

**Inventory**

**SysAdmindb**

**Customer Service - SLA**

**Budget**

**IT Training**

**Servers**

**Reporting**

**Metrics**

**Node Reg.**

## Primary Drivers of Desktop Administration

- Configuration Management
- Cyber Security
- Evolving Tools for Windows mgmt.
- Customer Expectations & SLA
- New Versions of Software applications
- New & Old Hardware
- Cost effectiveness of IT service model
- Software Licensing
- Turn key workstation solutions

## Windows Users

**Windows Users**

**Supported by CD***
**  *****CD assists FESS & DIR**

**Supported at the Laboratory**

- Windows counts from SMS, SAV licenses & conversation and best estimates.

## Apple Users

**Apple Users**

**Active Sensitive Items**

**Supported at the Laboratory**

**~ 300**

- Apple numbers from Sunflower

**Inactive Sensitive Items**
**> 5 years old**

## Macintosh Services

- Hardware Support (D1)
- Apple certified on HW and OS
- Execution of Apple Warranties
- Software Licensing
- MAC OS X – Tiger
- Microsoft Office 2004 / Filemaker Pro
- Symantec Anti-virus
- Quest VMX Vintela (or equivalent) soon
- Desktop System Administrators
- Two CD Admins trained on MAC OS

## XP Hardware Requirements

- SMS Report  2874 total  500 desktops < P3-800Mhz

- MS Minimum: P2-233 Mhz & 64 MB
- MS Recommended:  P2-300 Mhz & 128 MB
- CD Minimum*: P3-866 Mhz & 256 MB (20G HD)
-  * Based on resource requirements of today’s OS and applications (Desktop)
**P2 and early P3 technology (233 to 800 MHz) is 6-8 years old**

## Windows 2000 Population

- SMS Report  400 Total

- Why not upgrade to XP?
- Legacy SW application – migration cost & effort
- Obsolete Hardware
- A few migrations are in progress

- Most Windows 2000 desktops are < P3-800 Mhz

**Support Lifecycle **
- 2000 Available
- 2005 End availability
- 2010 End support

## Core Software Applications

- Adobe Acrobat Reader
- MS IE/Outlook/OE
- MS Office
- MS SMS
- Real Audio Enterprise Symantec Anti-Virus

- Adobe Acrobat
- Dreamweaver
- Filemaker Pro
- Meeting Maker
- MS Project
- Open AFS Client
- VPN Client
- WRQ Reflections
- MozillaThunderbird

- Mozilla Firefox
- Oracle JInitiator** **
- MS Visio
- Crystal Reports Aperture
- Oracle Discoverer
- MS Front Page
- Remedy Client
- McAfee FW (LSS)
- GhostView/Script

- And then there’s specialized software including apps on turn key workstations

## Software Expense Projection

**	****	****    ****Maint****	****LIC/Maint**
**WinXP OS****	****$   19.53  ****	****$   75.77*******
**Windows (CAL)****	****$     2.82****	****$   17.84**
**MS Office Pro****	****$   47.88****	****$ 284.89**
**SMS****	****(CAL)****	****$     3.70****	****$   24.30**
**Meeting Maker****	****$   18.00 ****	****$   55.50 Symantec AV****	****$     6.50****	****$   15.83**
**WRQ****	****	****$   30.51****	****$ 130.51**
**========****	****=======****	**** ======**
**Total****	****                   $ 128.94****	****$ 604.64**
- 	     *maintenance only

- Typical Software Costs (Annual) for 2006

**Total Cost of Ownership (TCO)**
- Gartner Group
- The original hardware and software costs are a small portion of the cost of ownership
- TCO is the direct and indirect costs incurred throughout the life cycle of a desktop. This includes acquisition, deployment, operation, support and retirement.
- Some experts estimate the annual cost of ownership is four times the original cost of the hardware

## Desktop SW Licensing

- The 3 year Microsoft Enterprise Agreement ends 10/31/06
- The new EA will obligate all Fermi owned desktops (site-wide) to participate
- Desktops should be purchased with the operating system only
- OS license lives & dies with the machine it was purchased for & cannot be obtained through the EA
- EA applications can be obtained through the EA and can be transferred to new desktops
- Adobe Acrobat Licensing Agreement
- Depending on the final agreement, it may encompass additional Adobe products including Macromedia products like Dreamweaver

## XP Remote Administration

- Remote Assistance
- Trusted person (Admin) requests Remote Assistance connection
- User approves
- Admin joins user session with user’s profile
- Both user and admin viewing console and interacting with operating system and applications
- Remote Desktop
- User/Admin logs in and _takes over_ PC Console
*Not used by Desktop Support*

## Microsoft’s view of desktop configuration lifecycle

- A Desktop Change and Configuration Management Process

**•  ****IT develops an initial desktop configuration that meets present business needs**
**• ****New business requirements necessitate changes to the initial configuration**
**• ****New hardware or software is introduced**

**• ****Other hardware or software becomes obsolete**
**• ****New users require services**
**Each time change is required, IT has to update, test, and deploy the new standard configuration.**

## Systems Management Server

- SMS saves tremendous effort
- Still learning – advertisement yields too low
- People don’t leave on (power, network)
- Laptops consistently have lower yields
- Dual boots, power save, travel
- Other issues
- Desktops not in AD, not running SMS
- Always attempting to minimize impact to customers (reboots, timing)
- Reporting and inventory are invaluable

## Recycling Desktops – Life Cycle 

- 3 year life cycle? Not exactly!
- 3-5 year cycle for most primary desktops
- Then the desktop is often re-used in years 4-8 in a less demanding situation (special purpose desktop, test stand, contractor/summer student?, etc.)
- Similar strategy in other Divisions/Sections
- Target a 4 year refresh rate, retire by year 5
- PC hardware: 40% of companies are on a 4-year cycle, 30% are on a 3-year cycle, and 30% are on other (longer) cycles
- ~6% of the desktops in use by or supported by CD are 6-8 year old hardware & have questionable benefit/cost

## Recycling DesktopsSanitization of Automated Data Processing Equipment (ADPE)

- Wipe that disk!
- It’s a good practice to wipe the disk and re-load if a desktop is being reassigned within the division – get Desktop Support involved
- If a disk or desktop is sent to Site 38 for reallocation the laboratory must ensure  “...all files and proprietary software are removed from hard drives prior...” to reallocation internal to the laboratory
- Desktops, disks, media not recycled internally go to the ‘crusher’

## Desktop Administration Effort

- Desktop tickets (12 months) - 2300
- Tier 1 HD Tickets (12 months) - 620
- New desktops provisioned – 100 est.
- Effort Reporting
- Lego, Kippenhan, Hill, Karrels, Chramowicz, Kwarciany, Treptow,  Walters, Kaletka
- 4.1 FTE
- Tier 1 HD effort  Bozonelos, Monzon (D1)
- Dave Schuman (D1)

## Desktop Administration Effort

**Remedy Desktop Tickets**

**Mgmt View Desktop Activity**

- ~ 5 FTEs used in the calculation

## The IT Communication Conundrum

- User: Why can’t those geeks communicate?
- IT Pro: Why are those users so dumb?
- Charles Shirley - NLIT 2006
- Sandia National Laboratories

- Good communication just happens, right?
- It’s work and it’s sometimes a challenge to:
- Research, think and explain. There is a tendency to move on to the next helpdesk ticket
- Follow through & follow up
- Provide a consistent message
- Provide dynamic information with tool that is too static (Web)

**Notes:**
User: It worked fine for years then quit. What can I do?
IT Pro: What did you do to the computer between it working and not working?
User: I have installed and then deleted a number of programs; no idea which ones; too many to count. Had to recover much needed HD space... 

## Support Challenges – Desktops

- Dual boot systems (laptops & desktops)
- Are too often not well managed
- Run afoul of Remote tools (SMS, Remote Assist.)
- Often have weak needs justification
- Require follow up each month
- Exhausted desktops
- Can take 300% longer to load an application
- Disk space & memory issues (AV time out)
- Is it efficient for our employees?
- Leverage more from tools
- All desktops in Active Directory and using SMS?
- Reduce instances of local admin?
- Increase SMS advertisement yields
- Extend intelligent use of Group Policy

## Support Opportunities - Desktops

- Sounds like a proposed change to the Division’s operational model, continued backing in tools development and investment** **new hardware.
- OK, so what’s the business case?

## Support Opportunities - Desktops

-         Reduce dual boot desktops
-     +  Replace older desktops
-     +  Leverage more from tools
-     -----------------------------------------
-     ~ 1 Desktop Administrator
-          & more productive users
-          & increased cyber security

- What are the benefits of change?

## The Roadmap to SuccessAccomplishments

- SLA & regular meetings with customers
- LSS, ESH, BSS & FESS and DIR
- Understanding, setting & managing expectations *
- Systems Management Server (SMS)
- Patch Management
- Software distribution
- Inventory & Reporting
- Remote Administration of Desktops
- Fewer visits required to user locations

## The Roadmap to SuccessAccomplishments

- Integration with the Helpdesk
- Tier 1 services provided at the Helpdesk
- System Admins not coupled to OU
- Improved load balancing
- Alignment of SysAdmindb with AD
- It’s a inventory thing...what do we support?
- Hierarchical logical cluster model
- Helpful with security notices

## The Roadmap to SuccessAccomplishments

- Standard Desktop Configuration
- Provisioning with base load install CD
- 98% complete on 2000  XP
- 100% complete on migration to Office 2003

## On the Radar Screen

- Customer Service
- Improve communication and value
- Framework of standardization
- Leave room to customize (one size does not fit all)
- Managing Disparate IT Systems
- Windows, Macintosh, Linux desktops
- Examining support for diverse systems is a discussion of comparable** **services
- Leverage existing investments

## On the Radar Screen

- Cyber Security Road Map
- Configuration management
- Compliance
- Maturation of tools and skill sets
- Organization Evolutions
- Continue to leverage centralized services
- Resource Swap & Expertise Sharing
- IT Training and New Technology
- To stay up to date, you have to immerse yourself in the technology

## Coming to a Desktop Near You

- Win 2000  XP
- The next version of SAV
- Real Audio Enterprise
- Microsoft Monthly Patches
- 2nd Tuesday of the month
- Vista in 2007 (Working Group Formed)
- Office 2007

-          ...the End