1. Systems Management for Student Computing Facilities Graham Bouton Manager, Instructional Technologies Johns Hopkins University EDUCAUSE MARC 2003 Copyright 2003 Graham Bouton Johns Hopkins University. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. Graham Bouton © Johns Hopkins University 2003 2 What is Systems Management? Systems Management = Software tools and processes that help maintain/update the integrity of the files and applications on a desktop computer, and assist in returning a system to a usable state in case of a problem. Imaging = Replicating HD info to multiple computers & configuring them for use.

3. Graham Bouton © Johns Hopkins University 2003 3 The Way it Works @ JHU Several groups provide “Academic Computing” resources Desktop Computing Services includes: Support agreements for departmental workstations and servers: administrative, academic & clinical Computer labs (technology & operation) Computer classrooms (technology, op & support) Technology classrooms (multimedia A/V equipped)

4. Graham Bouton © Johns Hopkins University 2003 4 Technical Staffing For academic labs and classrooms 1 person : 50 computers : 1 facility  1 person : 100 computers : 1 facility  2 people : 150 computers : 4 facilities  5 people : 500 computers : 25 facilities

5. Graham Bouton © Johns Hopkins University 2003 5 Operating System History DOS / Windows 3.11 Server-based running on NW 3.12 Windows 95 – workstation installs Transition from server-based desktop management to local workstation management Windows 2000/XP New options for server-based management (again!)

6. Graham Bouton © Johns Hopkins University 2003 6 Systems Management Then Early workstation/server tools GHOST: DOS application for imaging Images stored on server IPX-based: challenging in large environments Did not scale well Incremental changes/updates required re-imaging PC-Rdist: Unix-adapted command-line tool File compare/restore/copy tool Difficult to maintain and troubleshoot No time savings for incremental changes/updates

7. Graham Bouton © Johns Hopkins University 2003 7 Systems Management Now “Enterprise” level applications GHOST Enterprise Altiris Management Suite (Deployment Server) Microsoft Systems Management Server (SMS) Norton Anti-Virus Managed Services (NAV) Others… Favorable Academic Prices

8. Graham Bouton © Johns Hopkins University 2003 8 Our Current Solution Altiris Deployment Server provides: PC “imaging” capabilities for all Windows versions, plus Linux & Mac (promised soon) Software “push” for incremental updates Centralized management console Multi-cast support and network friendly Inventory and reporting capabilities Component of Dell’s OpenManage Client

9. Graham Bouton © Johns Hopkins University 2003 9 Deployment Server Results In use at JHU for 4 years Evolved from IPX to IP application Compared to GHOST DS was already enterprise-ready DS was moving towards IP / multicast DS provided centralized control DS installation was complex Significant time savings for new installations

10. Graham Bouton © Johns Hopkins University 2003 10 Imaging & Configuration Approximate time required to image AND configure 100 PCs GHOST = ~ 10 hours Deployment Server = ~ 1 hour Have been able to add PCs without more staff required Incremental “push” Can run in the background without reboot Can also be used to de-install applications Good for last-minute software requests

11. Graham Bouton © Johns Hopkins University 2003 11 Network Configuration Multicast Enabled Labs and classrooms on separate vLAN Imaging traffic stays “local” 100Mb connectivity DHCP Fewer configuration problems with DHCP PXE also an option

12. Graham Bouton © Johns Hopkins University 2003 12 We’ve had a few problems… Performance issues Database slowness Reconfiguration difficulties Proliferation of Images Different hardware, different drivers Increasing size of images – too much software!

13. Graham Bouton © Johns Hopkins University 2003 13 SMS & Altiris Both applications can co-exist DS clients can appear as SMS clients SMS has good reporting/inventory DS can provide imaging capabilities Microsoft & Altiris are “partners” Microsoft Management Summit

14. Graham Bouton © Johns Hopkins University 2003 14 Mac Client Support We use Apple’s Remote Desktop Assistant Works well, but not a complete solution Fewer Macs to manage: 12 PCs : 1 Mac “Coming Soon” from Altiris Extension of existing Linux client support Likely to be OS X only

15. Graham Bouton © Johns Hopkins University 2003 15 Future Plans & Ideas Provide Terminal Services or Install-On-Demand for some large applications Reduce image size One-time installation “Master Image” for all managed PCs Better predictive failure monitoring Mobile & Wireless Device Support Servers?

16. Graham Bouton © Johns Hopkins University 2003 16 Beyond Altiris… Combined, our department manages 6,000+ PCs Structured Image Review & Testing Process SMS was already in use Well developed, investment in skills & software SMS has some features lacking in DS DS has some features lacking in SMS…

17. Graham Bouton © Johns Hopkins University 2003 17 Systems Management Overview Part of a larger group that manages 6,500 workstations & 300 servers Systems management has been key to managing growth and providing scalability since 1996 10 fold growth over 6 years through largely voluntary consolidation

18. Graham Bouton © Johns Hopkins University 2003 18 Organizational Hallmarks Keep desktop & server management in the same group Allows “soup to nuts” solutions Better communication between techs and engineers A career path – lower staff turnover Gradual and targeted service specialization, while maintaining a personal approach to departmental support

19. Graham Bouton © Johns Hopkins University 2003 19 Standards vs. Flexibility Over time, nearly all clients can benefit from a some aspects of a ‘managed’ PC. An SMS client allows reporting, remote support and software distribution A managed NAV client allows centralize update and reporting of virus patterns and problems Key configuration standards reduce troubleshooting time and security breaches Bypass or provide flexible alternatives to ‘knowledge workers’ & ‘power users’

20. Graham Bouton © Johns Hopkins University 2003 20 Server Management A server management process, toolset and strategic direction is key… Development of storage management processes and infrastructure Proactive monitoring tools on every server Automated distribution of server updates Formal Change Control, ongoing communication forums for technical staff

21. Graham Bouton © Johns Hopkins University 2003 21 Desktop Management Core Desktop Image developed and maintained by the “Image Group” Departmental variations build on this image The process tracks with vendor product cycles Clients are involved in many of the decisions – are presented with an open, restricted or moderately restricted PC. Service issues are integrated into the technical process of desktop management

22. Graham Bouton © Johns Hopkins University 2003 22 Toolsets & Techniques SMS – large scale remote support, distribution, reporting, inventory for several thousand systems Altiris DS – distribution, image management Managed NAV – anti-virus updates, reporting HFNetcheck – for server hotfixes MOM – Microsoft Operations Monitor, consolidated event viewer tools, AD monitoring GroupWise monitor – threshold and event monitoring geared for a 16,000 user groupwise system WQuinn – storage, space management Big Brother, WhatsUP, Insight Manager – SNMP tools for server monitoring Openview – consolidate management console – future Ghost – PC imaging tool

23. Questions / Discussion ? Thank You!