Ciclo di vita di un PC in Microsoft

Milano – 18.11.2004

Marcello CaenazzoIT Manager Sud Europa

Agenda

● IT @ Microsoft

● Problematiche relative alla gestione dei PC

● Soluzioni adottate

● Risultati ottenuti

● Uno sguardo al futuro

IT @ Microsoft

● Be Microsoft’s First & Best Customer

● Ensure the Security of Microsoft’s

Assets and Intellectual Property

● Be a Strategic Asset to Microsoft

● Run a World Class IT environment

Tokyo

Dublin

Singapore

100,000 e-mail accounts

RedmondTukwila

Charlotte

3M+ e-mail messages per day internally

99.99% availability

92,000 end users

89 countries

300,000+ PCs and devicesSingle Instance

SAP

(1.7 Tb Db)

Silicon Valley

7,000,000 remote connections/month

Johannesburg

Microsoft IT Data

3K Wireless AP’s24K Wireless devices

Problematiche

● Soddisfazione del Cliente

● Scelta dell’hardware

● Riduzione dei tempi di gestione

● Standardizzazione

● Rapidità nel formulare il budget

Technology Enablers

● Remote Installation Server● Sharepoint V2● Intellimirror● SMS2003● Windows XP● PC Renting

Definire i modelli

● Conoscere il business

● Definire i profili

● Seguire direttive “inattaccabili”

● Avvalersi di un IT Focus Group

● Standard, standard, standard

Acquisto o Affitto?

● Soddisfazione del cliente!● Gestione cespiti● Pianificazione ordini● Allocazione costi● Gestione magazzino● Budget

Installazione

● Immagine standard (concordata)

● Eventuali aggiustamenti…

● Verifica con Microsoft Baseline Security

Analyzer

● Checklist

Migrazione dati utente

● Intellimirror / Sharepoint / My Site● Personal Backup (CD/DVD/HD esterni…)● Trasferimento guidato files e impostazioni● Ostacoli nascosti● Classi di piu’ persone ● Ritiro vecchio PC ● Survey Cliente

Manutenzione & aggiornamento

● Helpdesk (Remote Assistance)

● Aggiornamento e controllo via SMS

● Testing distribuito degli applicativi LOB

● Esiste un Service Manager del Software

Deployment

● Employee Productivity Education

Dismissione

● Gestione magazzino

● Beneficenza o rottamaio?

● Impegno costante di risorse “svogliate”

oppure…

● In caso di affitto i PC “spariscono”

Risultati ottenuti

PC/Mese Distribuiti e Ritirati 60

Durata Media Processo 14 giorni

Media Clienti per Classe 7

Budget automatico

Pianificazione data esatta

Inoltre…

● L’occasione del rinnovo del PC e’ ghiotta per aiutare l’utente a:● Capire dove sono i propri dati (e a metterli dove e’

giusto che stiano)● Imparare ad usare gli strumenti aziendali a

disposizione● Conoscere meglio il funzionamento del proprio PC

● Ottimi risultati di client sat e riduzione costi con l’affitto

In bocca al lupo!

Uno sguardo al futuro

● Helpdesk vision: “self-healing, self-help,

web-to-chat, web-log, phone call and

lastly HST dispatch”…

● “Self” installation (by SMS?)

● Dispositivi diversi dal PC

● Longhorn

Document Workspace

Meeting Workspace

Team Sites

> 150,000 sites

My Site33,000 sites

6 IT PeopleSupport

Remote Desktop

OWA54,000 monthly users

RPC over HTTP22,000 monthly users

Pocket PC11,500 users

Tablet PC24,000 users

SmartPhone9,000 users

For More Information

● Additional content on Microsoft IT deployments and best practices can be found on Microsoft TechNet: http://www.microsoft.com/technet/itshowcase

● E-mail IT Showcase:showcase@microsoft.com

  © 2004 Microsoft Corporation. All rights reserved.© 2004 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in

this summary.this summary.Data in this presentation is current as of its publish date (see title slide).Data in this presentation is current as of its publish date (see title slide).

Microsoft IT Deployment Methods

Microsoft IT Web

Site

Bootable CD-ROM

Unattended Installation

System Preparation(SysPrep)

RIS SMSApplication Publishing

Upgrade or Clean Install

Upgrade only

Upgrade or clean install

Upgrade or clean install

Clean install only

Clean install only

Upgrade only

Upgrade only

Required Hardware

Network connectivity

CD-ROM drive

Network startup disk if

using a remote distribution

share

Similar hardware

configurations for all desktop

computers

Pre-boot eXecution

Environment (PXE)

Fast connection to the SMS

site

Network connectivity

Required Windows

2000 Server?

Yes No No No Yes, and Active

Directory

Yes, and SMS

Yes, and Active

Directory

User interaction

requirements

Some user interaction

Minimal for upgrades; more for

clean installation

Minimal Minimal if using

Sysprep.inf file

Minimal Minimal Minimal

Microsoft IT Installation Options

Microsoft IT Organization

IT Account ManagementIT Account Management

Ops Center (Monitoring, Tier 1 and Tier 2) MOM and MOFOps Center (Monitoring, Tier 1 and Tier 2) MOM and MOF

Data CentreData CentreServicesServices

Windows ServerWindows ServerStorageStorage

AD AD Virtual ServerVirtual Server

Connectivity Connectivity ServicesServices

NetworkNetworkWindows Windows

NetworkingNetworkingISA ProxyISA Proxy

ApplicationsApplicationsAdministrativeAdministrative

Sales & MarketingSales & MarketingServicesServices

OperationsOperations

Desktop/DeviceDesktop/DeviceServicesServices

Windows ClientWindows ClientSMSSMS

Device MgmtDevice MgmtOffice SystemOffice System

CollaborationCollaborationServicesServices

ExchangeExchangeSharePointSharePoint

IP TelephonyIP TelephonyLCSLCS

Security and Infrastructure ArchitectureSecurity and Infrastructure Architecture

Applications 60%

App Development (29%)

App Support (31%)

Infrastructure 40%

Network (14%)

Data Center (9%)

Employee Services (4%)

Voice (5%)

Helpdesk (5%)

Security (3%)

Microsoft IT Spend Breakdown

Functional ViewFunctional ViewFY05FY05

BreakdownBreakdown Cost Element ViewCost Element ViewPeople People 72%72%Data & VoiceData & Voice 16%16%Hardware Hardware 5%5%FacilitiesFacilities 5%5%Software Software 2%2%

SoftwareSoftware 5%5%(adjusted to include estimate(adjusted to include estimateif MS software were included)if MS software were included)

Employee Services = messaging (1.5%), software Employee Services = messaging (1.5%), software deployment (1%), collaboration (0.5%), data deployment (1%), collaboration (0.5%), data protection (0.5%)protection (0.5%)