Managed Desktop Andrea Beesing April 5, 2016

Agenda Introductions Service Description Value Proposition Metrics Cost Security More information Q&A

Introductions Service owner: Andrea Beesing Service manager: Eric Nobel (former), new TBD Other service delivery team members: Pete Skura Pete Caforio Kris Barth Keene Silfer Jeff Coville Josh Gerner

Service Description Service name: Managed Desktop Product(s): Configuration Manager (Windows) Casper (Macs) System Center Endpoint Protection (anti-virus software) Secunia (third-party application patching) Provides tools to automate the deployment and ongoing maintenance of desktops and laptops in compliance with University policy Available to: TSPs Fee? Yes, beginning in FY17 Service tier: Two Tier 2 services provide customers with the important capabilities to meet the university's teaching, research, outreach and administrative needs. The impact of a service disruption may not reach critical state, or may become a crisis some hours to days after the disruption has occurred.

Value Proposition Cost containment Customer impact - user Cost reduction over localized support model* Increase in number of endpoints per IT support staff from 150 to 220 $180/endpoint savings For 2000 endpoints – 9 FTE vs. 13 FTE Reduction in costs related to endpoint compromises Customer impact - user Minimal user intervention for software installs, updates Decreased downtime related to endpoint compromises Customer impact – support provider Ease of software deployment, endpoint provisioning No need to maintain infrastructure, software license *Based on numbers from Bain report

Value Proposition Advances goal of policy compliance Streamlined deployment of patches, encryption and escrow of encryption keys (5.10, 5.3) Visibility into patch and configuration compliance of endpoints (5.10) Good systems inventory practices (5.7, 5.10) Efficient response to security incidents (5.10, 5.4.2) Gather system info Review of applications and processes Deployment of forensic tools

Value Proposition Key benefits Library of commonly used software, centrally managed and updated Library of patches, both operating system and application software Migration path for new operating systems Inventory and reporting of unit endpoints and software Collaborative campus testing of patches, applications and operating system images 229 people on MSFT testing 70 for third party testing Mention patching subscription as way to derive more benefit. These units are subscribed to MSFT and third-party app patching: CIT, DFA, Day Hall These units subscribed to MSFT patching: SSIT, Planning and Budget, Engineering AAD

Security Mitigates risk of end user system compromises that can lead to: Information loss Reputation loss Loss of staff productivity due to system compromise Financial loss related to notification requirements Mitigates these risks by automating: Patching of software vulnerabilities Rapid response to zero-day exploits Encrypting of staff workstations Application of malware protection to workstations Only managed AV for Windows with move from SEP to SCEP

Operating System and Browser Support Windows 10 support? Yes Mac OS X 10.11 (El Capitan)? Yes Browser limitations? N/A Still support Windows 7

Metrics FY16 Q2 FY 16 Q2 Metrics Number of Windows workstations 6,862 Number of Mac workstations 2,572 Total workstations 9,434 Availability 100% Changes (upgrades, patches, service paks) 5 Mac workstations include IOS devices

Cost Cost to deliver the service: Fee for service: FY16 – no fee FY17 – $15/year FY18 – tiered model, see next slide FY 16 Total Cost $395,072 Hardware* & Software $110,380 Labor $250,000 Staff Support $17,346 Administrative Overhead Cost per endpoint $41.88

Rates – Proposed for FY17 Special two-for-one rates in FY17 After FY17 $1.25 per month per endpoint One-time onboarding fee of $600 waived After FY17 1-500: $2.49 per month per endpoint 501 – 1,000: $1.87 per month per endpoint >1,000: $1.49 per month per endpoint $600 onboarding fee for new units Hourly fee of $79/hour for consulting

More information Service web page: https://www.it.cornell.edu/services/desktop/ Service level expectations: https://www.it.cornell.edu/services/sle.cfm?doc=37 Service catalog entry: https://catalog.it.cornell.edu/admin/36 Service quarterly report: http://cio.cornell.edu/resources/it-reports-documents-and-presentations/itcornell-quarterly-metrics/managed-desktop

Questions?