Transcript Using ITIL to become a Baldrige Quality Organization

UNM IT
Managed Workstations
Benefits of Managed Workstations

Standard software with uniform configuration ensures end
users have the same set of applications to allow for
collaboration while reducing training needs and reduce
downtime.


Common requested software can be deployed faster and
have greater compatibility than unique software & hand
installs.


Enterprise Apps (Banner, Lobotime, etc.) Guaranteed to work.
SCCM and Casper remotely push patches and software.
Devices will be secured to the University security standard to
reduce the risk of virus, malware and system exploits.


WSM Managed Symantec client.
“Least privileged” access control. Aka no more Administrators.
Workstation Management
Customers
 Customer



“FastPass” Priority ticket triage and troubleshooting.
Primarily remote support, but on-site support if required.
UNM IT OS image, access to UNM IT storage servers,
managed printing, OneDrive and Lync support.
 Current




departments pay per month per device.
Customers (approx. 500 computers) include:
The President’s and Provost’s Office
EVP Harris and Budget Staff
ASUNM & GPSA Student Governments
Equal Opportunity, LGBTQ, and Safety and Risk Services
Managing Windows Deployments
I.
II.
III.
IV.
V.
VI.
Hardware Selection
Imaging and Deployment
Automated Delivery of Software and Updates
Software Self Service
Identifying Problems and Trends in Production
Refreshing a Production Workstation
I.
Hardware Selection
Choosing the right hardware
matters.
I.
Hardware Selection

Cost savings

Less hassle

Expedited delivery via
Smart Select

Tested and approved

Regular model updates

Expedited hardware repair

II.
Imaging and
Deployment
Getting it out quickly.
How?
 Zero-touch

device provisioning (imaging).
Simple, fast, reliable.
 Separating
 Delivering
third-party software from the OS.
only what you need.
 Immediate
delivery of current software, drivers
and patches, minimizing attack vector.
III.
Automated
Delivery of
Software and
Updates
So its deployed….
What now?
 Staying
current after deployment.
 Easily
deploy new applications and
application updates upon request.
 Maintaining
a baseline and ensuring
compliance.
 Collecting
workstation data.
IV.
Software Self
Service
Empowering users.
 Reduced
support hours.
 Delivering a consistent installation.
 After-hours availability.
 Controlling licensed software.
V.
Identifying Problems
and Trends in
Production
Shifting from reactive to
proactive.

Monitoring software and update deployments.



How many software deployments failed and why?
How many computers didn’t install all Windows
Updates?
Hardware alerts.


Hard drive S.M.A.R.T. status alerts.
Computers running with less than 5GB free space.

Real-time virus infection alerts.

Getting ahead of a problem before it becomes
widespread.
 Compliance


What versions of Windows are deployed?
How many computers have less than 8GB
RAM?
 Asset

and inventory reports.
reporting.
How many computers are more than 3 years
old?
VI.
Refreshing a
Production
Workstation
Warning: You have a VIRUS!
Click HERE to remove for free.
 Leveraging
our inventoried data to re-install
applications.
 No
need to migrate user data (in most
cases).
 Minimal
time and effort to re-image.
Mac Management using
Casper/JSS

Accomplishments in 2014-2015

Imaging

Computer PODS

Yosemite Support
Inventory
Inventory – Installed software
Inventory Licensed Software
Casper Self Service
Remote Administration
Policies and Smart Groups
Active Directory Integration

Bash script

Adheres to Group Membership

Alias in Dock

Enumerates User’s Home or H: drive too

Eliminates drive mapping/guesswork
Questions?
C. Lucas Gutierrez
[email protected]