Universal Imaging Revolutionizing Desktop Support

1. Universal Imaging Revolutionizing Desktop Support Presented By: Steve Lewis and Sara Rodgers

2. Agenda • Introduction • Limitations of conventional imaging practices • Universal Imaging defies the status quo • Technical Discussion

3. Lehigh University is located in Bethlehem, Pennsylvania

4. Over 4,500 undergraduates and 2,000 graduate students

5. IT staff supports nearly 600 lab/classroom PCs and 2,000 departmental PCs

6. Lab Image File Identical hardware configurations

7. Advantages • Efficient and Consistent • Upgrades and configuration changes easily applied • PCs refreshed (reloaded from an image) at any sign of trouble

8. Departmental Computers Hardware configurations differ

9. Departmental Disappointment • Departmental PC are rarely alike. • Images are specific to a defined hardware configuration. • Try to deploy a Gateway image on an IBM ThinkPad; won’t work.

10. Desktop Support Challenges • Spyware and Viruses • Keeping current with software • New security policies

11. Isn’t there a better way? • Standardization? • Take away administrative rights? • Hire more staff?

12. Our Solution

13. What does the UIU do? One image; can work on any PC

14. See what we mean… Enough text – Let’s see some photos that describe exactly what’s going on at Lehigh!

15. “Hello Help Desk? I’ve got a problem! Pop ups galore…”

16. “This thing is so slow, and look at all these pop ups!”

17. “I’d be happy to take a look.” I know I won’t be able to remove every trace of the spyware…

18. Encountering difficulties Ugh... This spyware just won’t die!

19. “Keith, we’re going to need to format the PC and reinstall Windows from scratch.”

20. 2 Hours to reinstall Windows – a graphical view

21. “Two hours! Steve, you’re killing me…”

22. Windows reinstall commences.

23. Installing software per our four-page checklist

24. Waiting for software to install

25. Still waiting…

26. “I’m almost done, sir.”

27. “Glad to see it’s fixed Steve, but I have so much work to make up.”

28. “Turkey on rye, hold the onion”

29. New ways of doing things Let’s try this again – However, now we will illustrate the same situation addressed using Universal Imaging.

30. “Hello Help Desk? I’ve got a problem!

31. User explains his situation to IT support.

32. “No big deal – We’ll just refresh it.”

33. Refresh begins…

34. The 30 minute refresh – a graphical view

35. Refresh in progress…

36. Windows and campus software reloaded – all in about 30 minutes.

37. Which would you rather do?

38. Comments from Lehigh IT staff “The time that Consultants are not spending on mundane tasks like waiting for Windows to install, can be spent on more complex client problems where we provide more added value.”

39. Comments from Lehigh IT staff “What a timesaver!  Easy to use.  Makes short work of a new system setup. (Sorry it sounds like advertisement, but it's all true!)”

40. Comments from Lehigh IT staff “Although I was initially skeptical that the concept of a "universal" image could work, I'm becoming convinced that this approach not only works from a technical standpoint but also provides tremendous benefit both to Lehigh and to our clients.”

41. So what exactly is the UIU ? • Comprehensive set of “white box” drivers • Fancy scripts

42. How to make a Universal Image Step 1: Master PC Setup Step 2: Install UIU on Master PC Step 3: Capture image of Master PC using Ghost or other imaging software Step 4: Deploy your image to nearly any PC.

43. UIU in place at Lehigh since June 2005

44. Conclusion • Universal Imaging works! • Significant time savings for IT staff and end-users • Not bulletproof by any means, but the massive time savings makes up for occasional glitches. • For more technical details, please see our full paper. http://www.lehigh.edu/uiu/

45. Universal Imaging Revolutionizing Desktop Support Presented By: Steve Lewis and Sara Rodgers