Technology & Infrastructure Services Secure Internet Service VPN Client 5.0 Deployment Pascal Heiniger, Global Service Manager Basel November 10, 2017 Aproach for VPN Client 5.0 [Build 02] deployment (Win7 & Win10 users) Scope: All Win 7 (Core 02.xx) & Win 10 (Core 06.xx) laptops (except NIBR) The VPN Client_5.0_L_EN_02 package we are deploying includes special functionalities: - To reduce the installation failure rate package only install if connected to Novartis network (Corp. LAN, GIM60 Wi-Fi). If VPN connection is recognize the installation will be postponed and SCCM will try to install the package again in next 24 hours. - To execute the package installation even for remote users we are able to overrule that check in our backend system at later stage. Clear and targeted Communication on deployment plan to end Users were created: - VPN User Guide and end user communication created in 9 different languages for Win7 users. - Internal support Web site of RAS CC team is available. http://vpdnupdate.novartis.net/rascc/ - VPN client 5.0 [Build 02] update for Windows 10 user are planned without enduser communincation. The deployment is planned in small waves with globally distributed users groups to balance the ServiceDesk workload in case of installation issues. Hypercare calls will be set up to identify issues related to the deployment and initiate the necessary actions with involvement of Service Desk and Regional IT teams. Business or Operating Unit/Franchise or Department 2 Business Use Only VPN Client 5.0 [Build 02] upgrade progress Win10 users Overview Windows 10 users Total Win10 users 14738 Total Win10 users to deploy 6031 Total Win10 users on latest version 8707 DEPLOYMENT VPN CLIENT V5 - WIN 10 Installations completed Installations pending 390 1684 W AVE 1 - INSTALL DATE: 09-OCT-17 802 W AVE 2 - INSTALL DATE: 09-OCT-17 W AVE 3 - INSTALL DATE: 24-OCT-17 1077 W AVE 4 - INSTALL DATE: 31-OCT-17 1070 W AVE 5 - INSTALL DATE: 07-NOV-17 W AVE 6 - INSTALL DATE: 14-NOV-17 41 130 154 202 251 243 19975 0 2434 2686 Business or Operating Unit/Franchise or Department 3 Business Use Only VPN Client 5.0 [Build 02] upgrade progress Win7 users Overview Windows 7 users Total Win7 users 75249 Total Win7 users to deploy 73919 Total Win7 users on latest version 1330 DEPLOYMENT VPN CLIENT V5 - WIN 7 Installations completed Installations pending Installation to complete Extended pilot W AVE 1 - INSTALL DATE: 31-OCT17 290 W AVE 2 - INSTALL DATE: 8-NOV17 W AVE 3 - INSTALL DATE: 14-NOV17 103 40 0 85 125 857 1000 Business or Operating Unit/Franchise or Department 4 Business Use Only Planning for VPN Client deployment Win7 & Win10 users Business or Operating Unit/Franchise or Department 5 Business 5 Business Use Only Use Only User distribution for VPN Client 5.0 [Build 02] deployment (Win7 & Win10 users) Win 10 Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Wave 6 Total in Wave 490 973 1433 1564 2708 2686 9854 Available Date 26-Sep-2017 27-Sep-2017 19-Oct-2017 26-Oct-2017 2-Nov-2017 9-Nov-2017 Win 7 Wave 1 Wave 2 Wave 3 Wave 4 Wave 5 Wave 6 Total in Wave 500 997 1000 2984 4000 4000 13481 Available Date 26-Oct-2017 1-Nov-2017 8-Nov-2017 Mandatory Date 9-Oct-2017 9-Oct-2017 24-Oct-2017 31-Oct-2017 7-Nov-2017 14-Nov-2017 Mandatory Date 31-Oct-2017 7-Nov-2017 14-Nov-2017 Week 48 Week 49 Week 50 Status Deployed Deployed Deployed Deployed Status Done on going EMEA 314 528 613 665 907 848 EMEA 237 295 437 1349 1742 2060 Business or Operating Unit/Franchise or Department 6 Business Use Only NA 50 137 310 419 369 417 NA 125 320 238 503 673 839 LA 50 60 166 162 207 203 LA 8 26 25 199 330 184 AP 76 248 344 318 454 439 Japan 0 0 0 0 112 118 AP 130 356 300 867 1216 677 Japan 0 0 0 66 39 240 Ticket Handling / Ticket Escalation • In case of issues with the VPN please assign the ticket to GL_ConnectivityServices-RAS using the RoD template “VPN_Client_Ticket_RASCC” with a comment in the summary „Deployment issue“ • Please check if you have access to the RoD template. If not please send an email to ras.connectivity@novartis.com with your RoD resolver group as information. Business or Operating Unit/Franchise or Department 7 Business Use Only Known Issue • After the installation of the VPN client 5.0 [Built 02] a reboot is required. Various issues occurred if not restarting the workstation. • What should be done in case of an Issue: – Reboot Workstation – Perform Topology update – Check SafeNet Token – Reinstall the VPN client via SCCM (Uninstall/Install) – Assign the RoD ticket to RASCC with a comment in the summary „Deployment issue“ using the template „VPN_CLIENT_TICKET_RASCC“ Business or Operating Unit/Franchise or Department 8 Business Use Only Homepage New RASCC Homepage is available and provide you the following information: • Detailed deployment plan • Troubelshooting information • Download section (user guides, Helpdesk guides, etc.) • FAQ (regularly updated) • Contact details http://vpdnupdate.novartis.net/rascc/ Business or Operating Unit/Franchise or Department 9 Business Use Only FAQ - 1 Can you explain the scope of that deployment? Every user using VPN and who has a laptop with Windows 7 and Windows 10 (excluded NIBR) is in scope. I have installed Windows 8.1 can I install the new VPN Client? No, the new VPN client is not qualified for Windows 8.1, please use the VPN Client_3.0_L_EN_02 or upgrade to Windows 10 Do you schedule the deployment by site and division? No we schedule the Deployment Waves global to have small number of updates per day, region and site to not create a high load of request at the Service Desks. Is it possible to install the VPN client out side the deployment? Yes the new VPN client is available for everyone (excluded NIBR) on the SCCM for Windows 7 and Windows 10. The package name is «VPN 5.0_L_EN_02». The VPN icon in the system tray changing the color, is that normal? Yes that is normal the new VPN client has an connection speed test integrated. Which will be displayed in the icon. Good connection: Average connection Business or Operating Unit/Franchise or Department 10 Business Use Only FAQ - 2 Is the IT Service Desk trained? Yes, we have trainings planned for the coming Service Desk Forums and additional Troubleshooting Guides are in place and shared with them. I am from local Help Desk but I do not know how to support VPN users? Training and Troubleshooting Guide can be downloaded from the following URL: http://vpdnupdate.novartis.net We have an issue that we can’t fix also if we consult the Troubleshooting Guide. Who can we contact? Please escalate the incident to our 3rd level technical support and assign the ticket to «GL_ConnectivityServicesRAS». Please us the Remedy (RoD) template «VPN_Client_Ticket_RASCC» with a comment in the summary „Deployment issue“ and fill out the requested information in the Notes field. What’s the impact for the end-user? He get’s notified about the planned update and she/he can initiate the SCCM package installation or wait for the date when the package get pushed. After the installation a reboot is necessary to finalize the installation. Now she/he has the new VPN client 5.0 [Build 2] with the new User Interface. Business or Operating Unit/Franchise or Department 11 Business Use Only FAQ - 3 How do we communicate the update? We send a email directly to the customers with a short information about why and what we change. The installation and timeframe and include a user guide for the new user interface of the VPN client. How the user get selected for the deployment waves? We selected the users randomly and spread them globally. But we are aligning with the Office 2016 migration project and the Win10 deployment team. Why do we have to update the VPN client 5.0 on Win10? Our latest package «VPN Client_5.0_L_EN_02» includes the new Checkpoint client E80.70 that is compliant with the latest Win10 updates that are part of Core 06.02. The old package 01 will not work with the latest Win10 semianual update (1703) Will the package get installed if I’m remote connected? No, we implemented a check that the installation will only happen if the client is connected to the network. The package will then show up at the Software Center as “failed” but SCCM will retry to install the package every 24hrs. Business or Operating Unit/Franchise or Department 12 Business Use Only FAQ - 4 I have issues with VPN client. Shall I upgrade to the new VPN Client? Yes in case of any issues with the old VPN client (VPN Client_2.0_L_EN_01 or VPN Client_5.0_L_EN_01) please install the new VPN client from the SCCM, and restart the laptop with the user. Only if user is connected to Novartis network. Where can i find the quick reference guides about the new VPN Client 5.0? We made all the documents available on our RAS CC webpage – DOWNLOADS – DOCUMENTS – Quick Reference Guides VPN Client 5.0 or via direct link Is the user communication already available? Yes the user communication can be found here, and also for the new Waves will be a new version available with the updated availability and push date of the package. Business or Operating Unit/Franchise or Department 13 Business Use Only