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