Novell ZENworks Configuration Management within the National Health Service

Novell® ZENworks® Configuration Managementwithin the National Health Service

Steve OrmanTechnical DirectorNHS/[email protected]

mailto:[email protected]

© Novell, Inc. All rights reserved.2

National Health Service(NHS)

• National Health Service is three publicly funded health services across Great Britain

– England

– Wales

– Scotland

• 5th July 1948 launched with the proud expectation to make the UK the “envy of the world”



1.34m

850k

6

70%

10k 1.54bn

5thPeople working for the

NHS in England

IT Users in the NHS

Average Number of IT

Identities a Typical

Knowledge Worker has

% of IT Budgets Spent

on Infrastructure and

Operations2

NHS People Working on

Infrastructure and

Operations

5 th Larger Employer in the World

Annual NHS Spend on

Infrastructure and

Operations 1 (Excluding

NPfIT!)

(1) Based on Kings Fund data 2007, excluding NPfIT and using Gartner statistics(2) Gartner Infrastructure & Operations survey statistics 2006



• <£110bn/yr cost to the taxpayer• <£3bn/yr spent on ICT (or “informatics” in healthcare)• >£1.5bn/yr spent locally on Infrastructure and Operations• >600 organizations, >850,000 computer users, >700,000

computers in use (excluding servers)• >20,000 IT staff• >32,000 “sites” linked into N3 (the NHS WAN)• World’s largest single domain Microsoft Exchange service• >710,406 smart cards users registered on the Spine



• IT service delivery responsibility is devolved to each local organization (Trust)

• Larger shared services are referred to as “HIS” – Health Informatics Services

• No central government standardization for IT services through NHS Connecting for Health

NHS Connecting for Health came into operationon 1 April 2005 and is a Directorate of the Department of Health. It supports the NHS to deliver better, safer care to patients, by bringing in new computer systems and services.


NIMM(NHS Infrastructure Maturity Model)

• Common 5 level model for NHS IT to measure themselves and the trusts they support

• Where are we, where are we going and assists the how on getting there

• PCLM is integral to the NHS maturing

“…getting local NHS organization to understand, prioritize how they make their local infrastructure, local foundation, a solid bedrock …” Dr. Mark Ferrar http://www.youtube.com/view_play_list?p=E99824A87614ECD2

http://www.youtube.com/view_play_list?p=E99824A87614ECD2


Sussex Heath Informatics Service(HIS)

• Health Informatics Service for the English counties of West Sussex and East Sussex

• Formed July 2004 to enable local trusts to meet National Program for IT (NPfIT)

• Supporting 10 separate trusts and all doctor surgeries


Sussex Heath Informatics Service(HIS)

• 36000 users

• 22354 PC (4th March 2010)

• 997 Servers (physical and virtual)

• 590 sites– Small surgeries through to large hospitals

• 939 services


Sussex Heath Informatics Service In the Beginning

• Semi-organized chaos• Challenges

– No service management– No standardization– Silos

• Set about introducing base IT at an enterprise level• Focus on understanding the user experience• Once you can measure the service you can

substantiate investment


One Key Focus Was to Standardize PC Delivery

• PC software installed in multiple ways with varying results

• PC hardware was expensive and bought because the user “liked that one!”

• No concept of TCO

Maintaining ControlPC Life Cycle Management


PC Life Cycle Management

• Needed to respond to customers– Reporting– Audit

• Need to support users– Increase first time fix rate– Deliver required software quickly

• Need to enable IT technician– Diagnostic information– Remote Management– Software Deployment

•


Some of the Sussex Heath Informatics Service Challenges

• No operational standardization of PC estate– Mixture of Win2000 and XP with all flavors of Service Packs

• Wide Area Network linking trusts was in development• Just begun delivering a single Microsoft ADS to replace

multiple vendors and types of directory services• Manual installation of new software was slow

and costly• Perception of Novell® within the tech and customer

community


Sussex WAN


• No single view of the Sussex Health Informatics Service (HIS) supported estate

• Stop software being installed from CD, USB device• Secure remote access for support• Sussex had a interesting infrastructure

Targets for ZENworks®

Configuration Management

How many system typesDo we support?

How many devices arerunning XP?

CFH are askingwhat Microsoftsoftware is installed?


National Health Service andNovell® Needs

• No central government standards but there is considerable help from CFH agreements

– Nationally funded Novell® licensing, support and training

• Novell wanted to step up to the NHS challenges

No More Talking, It's Time for ActionWe Begin


Approach

• Designed for Novell® ZENworks® 10 therefore had to delay for release

• Test, review, feedback, change, test…..

• Proved technology with a pilot

• Operational roll out begun

• Then…..


MARCH 2008

• BANG! Turquoise screen of delay

• BrainShare® 2008 week

• 11K of 24K PC’s installed and where not responding

• Eroding confidence for customers, users and techs

The National Health Service Is Complex!Route Cause


What Symptoms?

• Users PC’s taking 10’s minutes to boot

• Novell® ZENworks® client crashing on Windows

• Inventory not removing history

• Unable to reliably deploy bundles

• PC’s with the same ZENworks ID (GUID)

• Closest server rules manual rather than automatic

• ZENworks loader service crashing


Several Months of Pain

• Rollout frozen• We had a tangled ball of string not 1 issue• I had confidence in the team on the ground• Assurance and support from Senior team in Novell®

and the NHS• July 2008 Senior NHS and Novell teams met to agree whether ZENworks®

had a future in the NHS• Novell have modified design, testing and service approach• Several false starts but in October 2008 we were back with a tight

deadline to complete• Sussex HIS worked closely with Novell engineering to influence 10.2

release


Pressures

• The team knew that other National Health Service IT organizations were watching closely

• Sussex had to use Novell® ZENworks® to deliver– XP SP3– New NHS software– Effective Licensing position– Reduce FTFR

ZENworks® Configuration ManagementGoes Operational – About Time!


Simply Put!

22354 managed PCs

280 PC class (GP surgery)ZENworks satellites

688 managed servers

12 primary ZENworks servers (2 virtualized)

Microsoft SQL 2005 Cluster

4 server classZENworks® satellites

ZENworksreportingserver


March/April 2009

• We were housekeeping• We were operationally using Novell® ZENworks®

– Service Desk remote managing– Service Management populating CMDB– Client Devices support team deploying software– Management reporting– Software Asset Manager throwing out the Excel sheets

• Still had bugs but not show stoppers• 10.2 swatted the bugs (14th July 2009 installed)


Lessons Learned

• Scale the infrastructure for the worst case in your planning

• Establish a test environment and use it• Establish metrics for PC performance• Continuously monitor the performance of the

infrastructure during deployments• Believe the inventory, question your setup• Ensure you have assigned internal owners for the

product and the components• Don’t under estimate the effort


Is It Embedded?

• Still have pockets of user resistance to having Novell® ZENworks® Configuration Management (ZCM) “Turquoise screen of delay” memories

• ZCM is no longer the reason for PC failures• Populating CMDB• Super users now migrating to Novell®

remote management• SLA costing metrics are from ZCM• Management information is trusted• HIS developed ZENworks dashboard• ZENworks quality council


Results

• Reduction in the time to resolve desktop support calls – from days to minutes

• Targeted distribution of software– Quicker– Informed– Managed

• Ability to respond to threats

Patch and AssetNext?


ZENworks® Enterprise

• Asset– Manage contracts– Manage software usage not

just installations– Better inform

financial planning– Improve efficiency– Confidence in legality

of deployed software

• Patch– Actively manage the PC

compliancy and threats– Pre-bundled– Develop operational

processes to control release.

Major benefit that there is no need to deploy new components to users PCs


National Health Service

Other NHS IT departments able to deploy without Novell® ZENworks® Configuration Management ZCM issue

• NHS can demonstrate that the investment is delivering

• NHS IT is maturing


Answers

Other Total 366Compaq Total 215Dell Total 6957Fujitsu Total 2HP Total 15770IBM Total 32

XP devices 22,401

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