Endpoint Management from Clients to Servers
Sergey Miltsyn
Symantec System Engineer
TBILISI, GEORGIA
Mailto: Sergey_Miltsyn@symantec.com
Altiris Total Management Suite
Discussion Points
• Quantifiable business objectives & outcomes
• Strategic IT Spending
• The foundation of achieving IT business goals
• Managing change to accelerate the value of IT
• Improving security through integration
• Q&A
2
Quantifiable Business Outcome
Increase quality;
Meet compliance
reduce costs
demands
Gain visibility
Standardize
& control
IT infrastructure
Automate
manual processes
3
Increase Quality; Reduce Costs
Management Goals
Quantifiable Business Outcome
• Meet SLAs and reduce operational
costs
• State of Colorado > Saved $125,000 in
technician time, $140,000 in lost productivity
time, 7000 hours in migration time
• Reduce deployment failures
• Improve quality of service
• Reduce hardware and software
support costs
• Wayne Dalton > Reduced ticket (incident)
resolution time from hours and even days to
minutes
• i2 Technologies > Improved employee
productivity by better matching assets to
project requirements (i2 Technologies)
• AMCORE Financial > Reduced travel
expenses by 70+ percent and can locate
every piece of equipment
4
Gain Visibility & Control
Management Goals
Quantifiable Business Outcome
• Discover IT assets, increase
accountability
• GM Brazil > Reduced annual software license
expenses by 44 percent within 45 days,
equaling a 1,000 percent ROI
• Leverage a centralized CMDB to
reduce the risk associated with change
• Increase IT infrastructure ROI and
develop accurate budgets
• Reduce cost and complexity of
maintaining multiple integration points
• Server consolidation
• Consolidate software license
agreements
• Reed Smith > Reduced inventory time from
one month to minutes
• SkyWest Airlines > View asset information
within help desk environment to quickly
diagnose issues
• AMCORE Financial > Create precise future IT
budgets and maintain compliance
• i2 Technologies > Improved decision making
and help desk support through better visibility
into end user's software assets
5
Standardize IT Infrastructure
Management Goals
Quantifiable Business Outcome
• Standardize desktop configuration
• HealthNow > Increased datacenter staff
productivity by 200 percent through
standardized deployment
• Standardize server operations
• Prevent software conflicts through
application standardization
• Reduce the risk associated with
desktop and server changes
• Microsoft MSN > Reduced time to build
servers from 6 hours to 10 minutes and
eliminated server build discrepancies
• Triple S > Reduced migration time by 85
percent
• Horizon > Improved software delivery success
rate 60 percent to 90+ percent
• US Air Force > Responded to new hardware
imaging requests in 88 percent less time
6
Automate Manual Processes
Management Goals
Quantifiable Business Outcome
• Maximize the effectiveness of existing
resources through controlled
automation
• Dell > Reduced deployment time from 6 hours
to 20 minutes and reduced the number of
required engineers from 40 to 5 resources
• Reduce desktop downtime through
automated state maintenance
• Evergreen Healthcare > Replaced manual
help desk processes with automated solutions
to speed incident resolution time
• Automate software installation
procedures
• SkyWest Airlines > Reduce software
installation time by 95 percent
• AMCORE Financial > Increased technician
productivity by eliminating 60 hours per
technician in gathering asset data
• Maintech > Saved $1.3 million on its Windows
XP migration
7
Meet Compliance Demands
Management Goals
Quantifiable Business Outcome
• Create a baseline to support ongoing
compliance initiatives
• i2 Technologies > Align processes and
resources to industry-standards and best
practices
• Proactively support software licenses
requirements and agreements
• Validate compliance against a
proactive system security policy
• Track system changes through
dependable audit trails
• Align technology with internal control
process (COBIT & ITIL)
• SkyWest Airlines, Munich Re Group, GM
Brazil > Automatically detect the installation of
unauthorized software
• SkyWest Airlines, Munich Re Group, GM
Brazil > Remove banned and illegal software
to maintain compliance
• AMCORE Financial > Comply with the
Sarbanes-Oxley Act and other federal, state
and local laws by quickly producing a variety
of detailed reports
8
Strategic IT Spending
IT Realities
Heterogeneity
Governance Pressures
“Let’s see… 4 hardware vendors,
9 operating systems, over 2,000
applications…”
“SOX, GLBA, HIPAA, FISMA,
BASEL II, license compliance –
What’s next?!
Best practices and standards?
Emerging Technologies
Security Pressures
“Blades, Itanium, Virtual
Machines, Thin Clients…
What’s next?”
“Am I doing all I can to
increase my company’s
security posture?”
Outsource Pressure
“Justify that I can do it cheaper
and better than someone else!”
Consolidation
Flat IT Spend
“Do more with less.”
“As companies come
together, do their
technologies work together ?”
11
Typical IT Environment
Executive Management
Security
Team
Architecture
Team
SLAs, Network
Events
Business
Units
Regulation
Team
Service
Desk
Licenses,
Contracts
Discovery Tools
Asset
Repository
Receiving
Configuration
Items
External Data
Sources
DSL
Packaging
Configuration
Mgt. Tools
CMDB
Security
High costs, low service levels, inflexible operations 12
IT Business Goals
REDUCE COSTS
INCREASE SYSTEM
SECURITY POSTURE
AUTOMATE MANUAL PROCESSES
INCREASE QUALITY
MEET
COMPLIANCE
DEMANDS
STANDARDIZE IT INFRASTRUCTURE
GAIN VISIBILITY AND CONTROL
13
Gaining Visibility and Control
Foundation of Managing Change
• Configuration Management Database (CMDB)
– A database which contains all relevant details of each CI and details of the important
relationships between CIs.
– Provides the foundation of effective change management
Problem analysis
resolution
Change control
CMDB
View of real-time/near real-time
configuration data
Application
Dependencies
Desktop
Configuration
Network
Configuration
Server/Apps
Configuration
Event
Management
Financial
Data
ITAM
Application
Development
Source: Configuration Management Database: What’s It All About? Ronni Colville, Gartner 2005
15
Improving Awareness & Control
• Configuration Management Database (CMDB)
– A database which contains all relevant details of each CI and details of the important
relationships between CIs.
– Provides the foundation of effective change management
Change
control
Incident / problem
analysis & resolution
Employee self-help
Centralized CMDB
Client mgmt
Application
packaging
View of real-time
configuration data
Application
development
Definitive Software
Library
Network
mgmt
Server/App
mgmt
Monitoring
event mgmt
IT Asset
mgmt
Service-oriented
integration
16
Managing IT Resources
17
Managing Change
Managing Change
…ensure standardized methods and procedures are used for
efficient and prompt handling of all changes, in order to minimize
the impact of… service quality, and consequently improve the dayto-day operations of the organization. ITIL
Change
Management
Change
Management
Assess impact on business & IT performance
Authorize & execute
Release
Management
Controlled release
CMDB
CMDB
Identify areas impacted
Update records
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Change and Configuration Management in Motion
RFC:
- Request
- Project
- Security
vulnerability
Analysis - risk / cost / impact
Process
Management
Approvals
Change Board
CMBD
Targeted collections
Change execution > testing & verification
Migration
Hardware
refresh
Software
delivery
Patch
testing
delivery
Virtualization
Quarantine
security
remediation
Backup
recovery
Application
packaging
State
mgmt
Update CMDB
View report and Audit Trail
20
Business scenario > Gaining Visibility &
Control
You have been asked to rollout a new
productivity suite to your marketing team.
You goal is to make the transition as
seamless as possible without disrupting
your marketing executives.
23
Change > Software Management
1
12
RFC:
- Request
- Project
2
Software
portal
3
Capture
request
details
Continuous
compliance
validation
11
Update license
count in contract
10
Review delivery
success
Centralized CMDB
9
4
Deliver software
to targeted collections
Check license
inventories
5
Reallocate/retire
unused licenses
6
Package
applications
7
Test
package
8
Leverage CMDB
collections
24
Meet Compliance Demands
How Has Altiris Total Management
Helped?
Reduce costs;
Meet compliance
increase quality
demands
Gain visibility
Standardize
& control
IT infrastructure
Automate
manual processes
28
Conclusion/Wrap up
• Help solve your most pressing IT business goals
• Centralized CMDB is the foundation of change control
• ‘Razor and blade’ implementation – implement what you
need when you are ready
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Thank you for your
time
Questions?
Additional Case
Studies
Examples of Customer’s Achieved QBO’s
Quantifiable Business Outcomes
Quantifiable Business Outcome
Increase quality;
Meet compliance
reduce costs
demands
Gain visibility
Standardize
& control
IT infrastructure
Automate
manual processes
33
Increase Quality, Reduce Costs
Company
Overview
 Headquartered in Atlanta, Ga.
 24-hour cable channel
 Viewed by 87 million households
 Reduce costs associated with migrating to Windows XP
Challenges
 Improve speed and quality of IT support
 Increase accuracy of inventory and IT budget forecasts
 Protect user data and speed data recovery
 Altiris Client Management Suite Including:
 Deployment Solution
Altiris
Solution
 Software Delivery Solution
 Carbon Copy Solution
 Recovery Solution
 Inventory Solution
 Decreased Windows XP migration time by 75 percent
Results
 Reduced desktop support visits by 50 percent
 Increased accuracy of asset inventory
 Recovery process sped up because of automation
34
Gain Visibility & Control
Company
Overview
• Headquartered in Sao Caetano do Sul
• Location houses manufacturing as well as distribution
• Increase productivity, while reducing costs
Challenges
• Discover and manage IT assets with more ease
• Need for Web-based reports for inventory
• Automation of manual processes
• Patch Management Solution™
• Inventory Solution ®
Altiris
Solution
• Application Metering Solution™
• Software Delivery Solution™
• Recovery Solution™
• Contract Management Solution™
• Achieved 1000% ROI in 45 days
Results
• Process for discovery and tracking of licenses automated
• Real-time accurate Inventory produced
• Recovery Solution saves end-user down time
35
Standardize & Consolidate
Lafayette
Schools
Company
Overview
• School District in Lafayette, Indiana
• 11 elementary schools, 2 middle schools, 1 high school
• 7500 students, 1000 staff
• Manage 4000 computers with IT staff of only 8 people
Challenges
• Replace manual deployment processes
• Implement proactive, automated help desk
• Improve speed and quality of server management
• Altiris® Total Management Suite™ including:
Altiris
Solution
• Client Management Suite™
• Server Management Suite™
• Asset Management Suite™
• Replaced 6 products with the single Altiris solution
Results
• ROI in less than 2 years taking into account just the cost of support
contracts of the other 6 products alone
• Able to refresh 1000 computers each year with IT staff of 8 people
36
Automate Processes
Company
Overview
• Market leader in delivering custom-tailored IT solutions
• 30,000 people employed in 160 locations across the U.S.
• Supports 4,000 PCs and 300 HP servers for sister divisions
• Reduce Windows XP migration costs.
Challenges
• Implement a disaster-recovery plan.
• Improve accuracy of inventory and licensing.
• Replace manual patch process and increase system security.
• Altiris® Total Management Suite™ including:
Altiris
Solution
• Client Management Suite™
• Server Management Suite™
• Asset Management Suite™
• Saved $1.3 million on its Windows XP migration
Results
• Recovery/backup automated at all 160 branches
• Automated time-consuming manual software license inventory
• Delivery of patches automated reducing vulnerability
37
Increase System Security Posture
Company
Overview
• German-based, international reinsurance company
• Leader in reinsurance business since 1880
• Increase the security of its computer network
Challenges
• Become compliant with Global Information Security Framework
(GISF)
• Automate manual auditing process, saving time and virtually
eliminate the possibility of human error
Altiris
Solution
• Altiris Security Expressions™
• Auditing process automated, resulting in dramatic time savings
• Automation helped eliminate human error
Results
• Helped become compliant with GISF and other policies
• Security improved, ensuring only authorized applications are
installed
• Assures password authentication and authorization are being used
correctly
38
Meet Compliance Demands
Company
Overview
• Global leader in the office furniture industry
• Employs approximately 14,000
• Serves its customers through network of independent dealers
• Meet software license compliance requirements/deadlines
• Improve patch management efficiency and effectiveness
Challenges
• Implement a common global services approach
• Reduce TCO of IT assets
• Align IT with corporate Sarbanes-Oxley initiatives
• Altiris® Total Management Suite™ including:
Altiris
Solution
• Client Management Suite™
• Server Management Suite™
• Asset Management Suite™
• Achieved software license compliance for Sarbanes-Oxley
Results
• Lowered total cost of ownership of IT assets
• Increased security levels of PCs across the company
• Increased visibility of IT assets and licensing agreements
39