| Table of Contents | | | | of the PC of remote and mobile workers.When |
| | | | considering how to implement desktop |
| | | | management best practices, companies need to |
| Introduction................................. | | | | acquire management tools to automate the |
| ......................1 | | | | management tasks. Companies can license |
| | | | tools and build an in-house management |
| Importance of PC | | | | infrastructure, access management tools |
| Management.........................1 | | | | through a hosted Software as a Service (SaaS) |
| | | | model, or outsource the entire desktop |
| Effective PC | | | | management process. Each of these |
| Management.................................2 | | | | alternatives is explored in more detail |
| | | | below. |
| Alternatives for Acquiring Good Tools: | | | | |
| Build, Software as a Service, | | | | Alternatives for Acquiring Good Tools: |
| Outsource.................................... | | | | |
| ..............................2 | | | | Build, Software as a Service, Outsource |
| | | | |
| Building an Internal PC Management | | | | A company with as few as 2-20 employees can |
| Infrastructure.....3 | | | | struggle |
| | | | |
| Software as a | | | | with manual desktop management processes. |
| Service...................................... | | | | The moredesktops to be managed and the more |
| .............3 | | | | mobile and remote workers to support, the |
| | | | more difficult it becomes to deliver good |
| Outsourced PC | | | | service with manual processes. The severity |
| Management................................... | | | | of issues that can arise from poor PC |
| .....4 | | | | management requires that the problem be taken |
| | | | seriously and therefore automation should be |
| Morton & Morton's | | | | given significant consideration.There are now |
| Perspective.................................. | | | | many options available to automate some or |
| .4Introduction | | | | all of the PC management functions, and some |
| | | | of these options are cost effective even for |
| Personal computers have delivered on the | | | | small and medium sized companies. However, |
| promise of productivity for knowledge | | | | tool selection should be made carefully to |
| workers. As a consequence, desktop and laptop | | | | ensure that the necessary functions are |
| computers have proliferated to almost every | | | | addressed by the tool, to keep training time |
| knowledge worker in a company. Advances in | | | | to a minimum and to avoid selecting a tool |
| network bandwidth and the availability of | | | | that requires more effort to administer than |
| wireless connectivity options have radically | | | | it saves. As with any decision, all of the |
| increased the number of home and remote | | | | alternatives should be considered before |
| workers. However, the increased use of | | | | making the decision. PC management is no |
| personal computers and remote access has | | | | different, and it can be accomplished through |
| added significant workload and coordination | | | | several approaches: management tools deployed |
| to the already busy IT schedule.For many | | | | in-house to internally manage PCs (the |
| companies, desktop management is not a core | | | | "build" approach), using a Software as a |
| competency and there are other IT tasks that | | | | Service hosted management tool with internal |
| are considered mission critical or more | | | | staff, and outsourcing the management of PCs |
| strategic. Yet for many knowledge workers, | | | | to a third party.Building an Internal PC |
| the desktop is mission critical. Schedules, | | | | Management Infrastructure |
| correspondence, contact lists, presentations | | | | |
| and work in progress all live in the desktop | | | | This traditional approach to management |
| for most office workers. Take away the | | | | involves identifying tools to purchase, |
| desktop and work stops until the desktop is | | | | purchasing those tools, deploying the tools, |
| back up and running.Most small and medium | | | | training IT staff on how to effectively use |
| businesses do not have the IT staff and tools | | | | the newly deployed management tools, and |
| to treat desktop management issues with the | | | | staffing sufficiently to manage the PC |
| attention they deserve. IT shops in small and | | | | infrastructure on an ongoing basis. One of |
| medium sized companies are generally | | | | the advantages of this approach is that the |
| over-taxed and doing the best they can to | | | | IT organization retains full control of the |
| keep the IT infrastructure running smoothly. | | | | management infrastructure and functions |
| Budgets are much smaller than those of their | | | | because the solution is an internally |
| large enterprise counterparts, staffing is | | | | deployed solution. However, the control also |
| limited, and toolsets are few and far | | | | brings with it the responsibility to manage |
| between. Too often manual processes and "just | | | | the management system/software itself.The |
| enough to get by" scripting is the answer to | | | | build approach typically requires a larger |
| desktop management in the small and medium | | | | initial budget outlay for purchase/licensing |
| sized company. Individual users can be left | | | | costs, with on-going maintenance fees, and |
| to handle minor issues for themselves, and | | | | any investment in additional hardware that is |
| pseudo power users often get themselves into | | | | required to run the |
| trouble and require IT staff assistance to | | | | |
| resolve problems they have created through | | | | management infrastructure. In addition to |
| their self-help efforts. It is no longer a | | | | these initial licensing costs, it is also |
| viable answer for small and medium sized | | | | important for IT organizations to realize |
| business to treat desktop management | | | | that there is an associated cost of |
| casually.Importance of PC Management | | | | management. The IT staff is naturally |
| | | | responsible for managing the IT |
| The task of PC management has become too | | | | infrastructure, but in addition, they are |
| large and too important to be handled on an | | | | also responsible for managing the IT |
| ad-hoc basis with limited tools. The number | | | | management infrastructure itself. For |
| of personal computers is significant. There | | | | example, in the case of internally deployed |
| are many versions of operating systems and | | | | management software tools, these costs reveal |
| many different software applications. This is | | | | themselves in deployment costs of the |
| also complicated by the number of employees | | | | management tools, maintenance of the |
| working from remote offices. The scale has | | | | management tools (upgrades, patching), |
| become rather large, even in a small to | | | | support personnel for ongoing operational |
| medium sized business. Now add in the | | | | support, management tool consulting services, |
| constant stream of Microsoft patch updates | | | | training, software licensing costs (both |
| (security, operating system and application | | | | initial purchase and recurring maintenance |
| software updates), periodic operating system | | | | costs), hardware costs for additional |
| upgrades, user initiated software | | | | hardware that is required to run the |
| installations and configuration changes, | | | | management software, and the cost of |
| antivirus updates, and IT configuration | | | | integrating tools in-house.The cost of |
| changes. The rate and volume of change is | | | | management depends on several factors; the |
| significant, if not overwhelming. Not to | | | | ease-of-use and ease-of-deployment of the |
| mention the problem of Microsoft phasing out | | | | management solution, the stability of the |
| their support of old office applications and | | | | management code, the frequency of new |
| operating systems. Windows 95 is no longer | | | | releases, and the maturity of the IT |
| supported and 98 is now no longer going to be | | | | organization. Most of these factors translate |
| supported.The risks of doing a poor job of | | | | to IT staff time that is required to manage |
| desktop management are now quite high given | | | | the management infrastructure. In addition to |
| the security risks to every PC every day. | | | | these direct costs, maintaining a help desk |
| Left unprotected, PCs are subject to Trojans, | | | | to assist users with PC issues is another |
| Keyloggers, Root Kits, Spyware and Viruses. | | | | additive cost of management. For |
| One of the best ways to be protected is to | | | | geographically dispersed companies, the help |
| apply all patches to operating systems and | | | | desk may be required to operate 24x7, which |
| applications in a timely fashion. However, | | | | adds significantly to the cost of |
| coordinating, staging and testing these | | | | ownership.Software as a Service |
| patches is time consuming and something that | | | | |
| should not be left to end users or ad hoc | | | | Another way for IT organizations to employ |
| processes by the IT team. Every desktop needs | | | | PC management functionality is through |
| Anti-virus software that is constantly | | | | management software delivered as a service. |
| updated, and users cannot be trusted to keep | | | | This option shifts the responsibility for the |
| their virus data files current. Mobile users | | | | management software deployment and |
| should also be protected with personal | | | | maintenance to the service provider. Software |
| Firewall software, but again, users cannot be | | | | as a Service (SaaS) results in eliminating |
| depended upon to install and keep such | | | | the following costs for enterprises: |
| software current. Leaving this to chance can | | | | deploying the tool, maintaining the tools, |
| put the entire network and subsequently the | | | | consulting services to deploy the tool, |
| entire company at risk. | | | | software licensing, internal tool |
| | | | integration, hardware to run the management |
| The employee desktop today contains | | | | software, and troubleshooting when the tool |
| significant corporate data, both data taken | | | | is not working properly. Instead of these |
| from corporate repositories for use on the | | | | costs of ownership, the cost of the hosted |
| desktop as well as work-in-process data not | | | | software is in the form of fixed monthly |
| yet stored on a secured and backed-up | | | | subscription fees.PC management SaaS can |
| repository. Employees handle important and | | | | bring additional advantages beyond the |
| sensitive data that needs to be protected. | | | | features of the tool. Virus protection and |
| This can include price lists, customer lists, | | | | automated update of virus data files is a |
| customer data, human resources data, | | | | feature often available. Some services |
| strategic plans, product plans and corporate | | | | include significant coordination of new |
| financial information. Security breaches, | | | | patches; simplifying the staging, testing and |
| viruses, and spy-ware can lead to stolen, | | | | deployment of patches. The service may |
| lost or corrupted data. Regular backups can | | | | include automated backup and offsite storage |
| mitigate the risk of lost or corrupted data, | | | | features providing excellent data protection |
| however most users are not disciplined enough | | | | with little additional effort or hardware |
| to perform regular backups. Mobile and remote | | | | costs. Hosted software solutions also provide |
| users complicate the backup problem and | | | | news and information on new practices and |
| render home-grown backup scripting | | | | trends which can assist the small to medium |
| ineffective.Dealing with the disruption and | | | | enterprise IT staff.Some IT departments may |
| potential data loss of security breaches can | | | | be concerned over the loss of control by |
| represent significant productivity loss. | | | | using a management infrastructure provided as |
| Work-in-process data on the desktop can | | | | a hosted service. The quality of the service |
| represent weeks of effort and may be | | | | provided must be excellent and the reputation |
| difficult or impossible to recreate. The loss | | | | of the service provider is critical. However, |
| of such data can affect project time-lines, | | | | only the infrastructure itself is under third |
| which in turn can cause customer satisfaction | | | | party control in this alternative. Company |
| issues and/or contractual penalties. Desktop | | | | IT staff remain in control of the actual end |
| data loss can also affect revenue if a | | | | user interface and the actual processes and |
| desktop problem interrupts critical | | | | actions taken on individual desktops.The SaaS |
| timeframes for customer proposals.Another | | | | model provides access to a full suite product |
| factor driving the need for good desktop | | | | without the upfront license and setup costs. |
| management is the increasing regulatory | | | | It allows the IT staff to maintain control of |
| compliance issues that are affecting | | | | the desktop management process without the |
| businesses of all sizes. Consumer and patient | | | | effort required to setup and maintain the |
| privacy laws such as HIPAA (Health Insurance | | | | management environment. It does require |
| Portability and Accountability Act) and the | | | | training and good internal processes. It also |
| wave of trend setting privacy laws out of | | | | requires a way to track service requests and |
| California affect businesses of all sizes. | | | | problems. To provide effective support, a |
| Sarbanes-Oxley compliance includes rigorous | | | | help desk is useful, and for some companies a |
| asset management, change management and other | | | | 24x7 help desk is necessary.Outsourced PC |
| controls for IT. This should be of concern | | | | Management |
| for more than just the public companies | | | | |
| covered by the law. Many small and medium | | | | The point of acquiring good PC management |
| sized businesses are working toward an | | | | tools is to provide effective PC management. |
| eventual acquisition as an exit strategy, and | | | | There are a number of full service outsource |
| most such acquisitions are by companies that | | | | options available to small and medium sized |
| are subject to Sarbanes-Oxley. It is much | | | | businesses for desktop management. This |
| easier and faster to work through the due | | | | alternative solves the effective PC |
| diligence phase of the acquisition if the | | | | management problem by turning the work over |
| company being acquired has implemented the | | | | to a service provider. The service provider |
| types of controls required by Sarbanes-Oxley. | | | | is responsible for tool selection, deployment |
| Good desktop management can assist a company | | | | and operation. The service provider also |
| in certain aspects of regulatory | | | | brings trained staff and proven |
| compliance.Effective PC Management | | | | procedures.Like the SaaS model, the |
| | | | outsourced model eliminates the costs of |
| Effective PC Management begins with knowing | | | | licensing the management tool, deploying the |
| what you have to manage. Complete and | | | | tool, consulting services to deploy the tool, |
| accurate asset and license management is key. | | | | integration costs, maintenance costs and |
| Knowing how many machines of what type, their | | | | hardware costs. Additionally, the outsourced |
| location, memory, hard drive, processor | | | | model eliminates the costs of internal staff |
| speed, etc., is a big step forward for many | | | | for PC management and the costs of an |
| small and medium sized businesses. Tools | | | | internal help desk function for PC |
| available today have automatic discovery | | | | management. Outsourced PC management is |
| capabilities and excellent management | | | | typically charged on a per desktop per month |
| reporting which can assist IT staff in | | | | fee. It is more expensive than a SaaS model |
| establishing and maintaining good processes | | | | as the service includes the staff and the |
| for asset management. With an accurate | | | | help desk functions.Outsourced PC management |
| picture of the installed hardware base, it | | | | brings good tools and good processes to the |
| becomes much easier to assess operating | | | | problem of PC management, protecting the |
| system and business suite software | | | | assets of the company while providing |
| upgrades.Keeping track of software licenses | | | | professional performance enhancements to |
| and where they are installed is another | | | | maintain top performance expectations from |
| important function. Accurate information of | | | | the PC. Some businesses have experienced |
| which machines have which software installed | | | | higher individual user costs for desktop |
| is a major starting point to effectively | | | | management as individual users can spend more |
| manage PCs across the company. This | | | | time attempting to solve their own problems |
| information can minimize the number and | | | | rather than look to the third party provider |
| duration of on-site visits by IT support | | | | for help.The quality of the service delivered |
| personnel. It can also ensure that software | | | | by the service provider must be excellent, |
| licenses are appropriately managed; paying | | | | and the services must be flexible enough to |
| for only those copies of a particular | | | | fit in with the way the company works. A |
| software that are needed and reducing the | | | | collaborative working relationship must be |
| risk of fines in a software license | | | | established. This can require a different |
| audit.Another good practice is to keep | | | | kind of management oversight than exists in |
| software installs to the minimum required for | | | | some small and medium sized businesses. An |
| each employee to do their job. This will | | | | outsourced service may bring improved service |
| shorten install time, reduce updates and | | | | by providing a 24x7 help desk, a tremendous |
| patches required, and use fewer resources | | | | resource saving feature for a small business |
| leaving more capacity for each user's needs. | | | | productivity need.Morton & Morton's |
| Some systems administrators will attempt to | | | | Perspective |
| make things easier by standardizing the | | | | |
| desktop to one image for everyone. PC | | | | Desktop Management is a critical business |
| management is one place where "one size does | | | | practice that, when done well, can keep |
| not fit all." Overcomplicating the software | | | | employees productive and keep external |
| image for every user by installing all | | | | threats to the company network in check. The |
| applications everywhere will increase work in | | | | traditional approach to managing PCs has been |
| the long run and make everyone unhappy. A | | | | to deploy the management software in-house or |
| better practice is to define unique user | | | | use manual methods. Most companies now |
| types by department or job function, and to | | | | realize that manual efforts are no longer |
| define a standard image for each user type. | | | | viable given the number of desktops, the |
| This can limit the time to upgrade | | | | frequency of changes and the risks to |
| applications and allow for better service for | | | | employee productivity and data. However, |
| each user.With an accurate inventory of all | | | | outsourcing the process to a competent third |
| hardware and only the software needed on each | | | | party company is by far the best method to |
| desktop, the next step toward effective PC | | | | reduce the cost of the company's resources |
| management is to automate software | | | | and protect the intellectual assets of the |
| distribution. Automated software distribution | | | | company at all times.We will provide you the |
| minimizes the number of onsite visits IT | | | | best protection of your assets and reduce |
| staff must make. This lowers the cost of | | | | your small business resource requirements to |
| support and allows for more frequent updates. | | | | manage the desktops and keep the performance |
| This can be applied to virus data files, | | | | level up the expected user level for the best |
| operating system patches as well as updates | | | | productivity and do it at a cost that you can |
| and new versions of application software. | | | | afford.L. P. Morton, Ph.D. |
| Changes should be staged in a separate | | | | |
| environment for testing and then rolled out | | | | Morton & Morton Inc. ( |
| based on individual or group user | | | | |
| profiles.Automated software distribution is | | | | 820 Northwood rd. |
| the first step in remote management. Full | | | | |
| remote management includes the ability to | | | | Fort Worth, Tx 76107 |
| remotely control the desktop and make all | | | | |
| required configuration changes through a | | | | 817-625-5980 |
| networked connection. This is a critical | | | | |
| function as the number of remote and mobile | | | | Larry P. Morton, Ph.D. |
| workers has increased. IT staff must be able | | | | |
| to perform administrative functions from | | | | President Morton-Morton Inc. |
| their office as if they were sitting in front | | | | |