Case Studies

University of Tasmania

Challenges

The new operating environment for the university is made up of several components, all managed through Configuration Manager 2012.

Every device managed through Configuration Manager 2012 at the university receives a basic package including the operating system and core applications. This was designated as the Base Operating Environment, or BOE. Each of the 10 hubs within the school had their own SOE, which added applications required for each of those specific business functions to the BOE.

As the university supported a number of free applications, users could install these themselves, as needed, through a self-service portal that was also implemented to streamline processes. Similarly, they could request licensed applications that would be installed following an approval process.

Solutions

Dilignet worked in conjunction with the university to design, implement and migrate to the Configuration Manager 2012 solution to meet the university’s requirements so the Active Directory and Organisation Unit structure fitted with the functional requirements identified by Mr Tenaglia.

Given the complexity of the project, Mr Tenaglia highlighted how Dilignet assisted the university through the design to identify potential issues before they became significant by ensuring the design would accommodate the university’s needs.

Outcomes

As a result of the new infrastructure and centralisation, the Enterprise Services team can action user requests faster and users have a consistent experience as they move across the university. One of the benefits of the system centralisation has been that service staff are freed up. When a new application needs to be deployed there are more resources available to create, test and deploy the packaged applications.

“…’Less is more’. I don’t like complications. I like simple design architecture. If it’s easy to access and use then it’s easy to support”.

Nathan Tenagli, Manager of Enterprise Services, UTAS

FAST FACTS

The objective of the project was to align the system deployment and SOE with business objectives, upgrade from Configuration Manager 2007 to Configuration Manager 2012 and simplify role based administration for staff members.

Dilignet designed and implemented Microsoft System Center 2012 – Configuration Manager to support 12,000 device Configuration Items and 50,000 users and group Configuration Items

The implementation reduced cost through better management of software licensing and administrative complexity.

Dilignet also helped establish employee self-service for better customer service and improve overall service desk response

Client Overview

The University of Tasmania is a multi-campus learning institution based in Hobart, Tasmania. The university’s faculties are divided into five major learning hubs that service close to 30,000 students and staff members. There are in excess of 12,000 end point devices and 50,000 users and group Configuration Items that the university’s IT Services group is responsible for managing.

Historically, each faculty managed its own IT environment. As a consequence, there were multiple instances of System Center Configuration Manager 2007 (Configuration Manager 2007) in operation with each faculty responsible for its own Standard Operating Environment (SOE). This created duplicated effort as each faculty packaged applications and each Configuration Manager 2007 instance was managed separately.

Project Summary

Nathan Tenaglia, the Manager of Enterprise Services, explains.

“From a user perspective the experience was very inconsistent. They would go from one computer in one area to another and have two totally different user experiences. From a service desk point of view it was very difficult and expensive to manage as service desk staff only had access to certain operating environments from certain areas”.

The duplication made it difficult to provide a complete and consistent service to all users and the university was incurring extra costs through inconsistent software license management.

Mr Tenaglia met with key leaders of each faculty hub and presented the challenges. The result of this meeting was to initiate a new project to leverage a new centralised deployment solution. With the enhancements investigated, the university decided that System Center Configuration Manager 2012 (Configuration Manager 2012) would provide the best solution to this business need.

The project the university embarked on had two distinct streams – a consolidation of multiple SOEs managed through a centralised Configuration Manager 2012 instance while migrating all resources across to the new Configuration Manager 2012 infrastructure.

Mr Tenaglia said Dilignet’s expertise in solution architecture was invaluable in unpicking the complexity of the previous solution. Dilignet assisted with the design solutions architecture documentation and identified the key decision points that needed to be addressed for the project to succeed. This included requirements such as look-and-feel, group policies and everything that would affect the user experience.

Mr Tenaglia’s major requirement was to ensure simplicity of the solution was top of mind. “My general mantra is ‘Less is more’. I don’t like complications. I like simple design architecture. If it’s easy to access and use then it’s easy to support”. Mr Tenaglia invested in training for all the IT staff involved in the project that was fulfilled by Dilignet SMEs as well as attending events such as Tech Ed to ensure the staff members involved in the deployment and operation of Configuration Manager 2012 were well prepared.