Windows 10 Deployment at - Government Training Services ... 17 - Windows 10... · • Follow up...
Transcript of Windows 10 Deployment at - Government Training Services ... 17 - Windows 10... · • Follow up...
Introductions
Hennepin County
• Sonya L. Calef, PMPProgram [email protected]+ years in IT
• Nicole WestIT Release Manager and [email protected]+ years in IT
Who is Here Today?• IT Managers with responsibility for Win10 rollout
• Tech staff who will work on it
• Support roles
• Project Manager roles
• IT & Business Leaders
• Non-IT Coordinator roles
• Other
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This Session Is Not….
Technical Overview of the
OS or other products
Tutorial on Project
Management or Release
Management
Training
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Agenda
The Situation
Get It Together
Release Management
Our starting point and some friendly advice
Recommended Approach & risks
Use this framework to achieve desired results
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Timeline
Oct. 2014
Late 2015
Q1 2016
Q2-3 2016
Q4 2016 -2017
Windows 10 OS released to MS Insiders (beta
testing)
August: MS releases Consumer & Pro versions
October: Release Enterprise & Education versions
Program kick-off at HC
• Assessment• Engineering• Adaptation
Departmental Kickoffs
• Engage coordinator• End user readiness• Technical readiness• 1607 Release Aug. 2016
Roll out to Departments
• 1703 Release April 2017• 1709 Release Oct 2017
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Old Model vs. New• Standardization = Long term efficiency
• Smaller, continuous work cycles
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Hennepin Scope: Hardware, OS, Office• 37 Departments in 6 Business Units
• >10,000 machines to replace
• >3,000 known software applications
• Unknown wild applications (unmanaged)
• Office 2016
• End user training & communication
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Message to Leadership Attendees 1Much more than an OS Update - HUGE
• Unmanaged environments = a lot more effort to be ready
• Readiness factors determine pace of work• Engineering
• Dependency upgrades/retirements/replacements
• Business unit constraints
• Updates continue to happen 2-3 times a year with deadlines
• Your teams require time to get a handle on readiness and mitigate
• Marathon with intervals
• Will require business unit customer participation to plan and execute
• “If it runs on Win7, it will run on Win10” is wishful thinking
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Message to Leadership Attendees 2
This is NOTHING like installing Win10 at home
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Home: Enterprise:
Message to Leadership Attendees 3
Change is Inevitable
• Timeline
• System replacements
• Budgetary implications
• Adopt an iterative mindset
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Message to Teams• Breath, stay hydrated, eat, sleep
• “Eat the elephant” in courses
• Do your homework
• Support-Avoidance is the key• Testing, Planning, Training• Shortcuts are unwise
• Expect to go with the flow
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Message to Project Managers: Recommended Approach
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*Note separate MS-Project schedule handout
Primary Work Categories
1. Assessment – what’s the situation
2. Engineering – technical responses
3. Release Prep – what has to be in place to deploy
4. Business Integration – implement the changes across machines and end users
The better you do at 1-3, the more likely 4 goes well.
Hennepin County
Be Iterative1. There will be a solid period for assessment & engineering to establish “minimum viable product”
2. Plan cycles of assess/remediate/prep/rollout work packages
3. Learn lessons as you go and refactor often
4. Apply creative problem solving to work around incompatibles
5. Listen to the customer early and often
6. Use Personae/Profiles
• Let the technical & tech savvy go early
• Let others go when they are informed, trained, & support is ready
Hennepin County
Core Roll Out Model
• General idea has not changed
• Perpetually in this circle
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Microsoft Releases
Something
Engineering
Planning
Testing
Release & Change
Gate
Machine Updates
Being Iterative
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Core Planning
Assess
Engineer
Deploy Group Planning
Assess
Test-Remediate
1. Assessment• Time-box 6-12 months
• Application inventories, utilization, & owners
• Estimate repackaging and testing effort
• Vendor compatibility statements
• Follow up plan for incompatibles
• Hardware gaps
• SCCM gaps
• Organizational Change readiness
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• Assemble pilot team
• Define installation logistics
• Run simulations to validate assumptions
• Determine end date for all Win7 only software purchases
2. Engineering
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• Time-box 6+ months
• Resolve technical pre-requisites and gaps
• Define servicing channels
• Create images & GPOs
• Develop USMT backup/restore
• Support requirements & measures
• Organizational Change activity definition
• Obtain customer constraints
• Establish communication plan
3. Release Planning
• Time-box 8+ months
• Repackaging & remediation
• Application UAT
• Compatibility remediation
• Release group identification
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• Planned clean-up period
• Approved disposition for “leftovers”
4. Business Integration
• Time-box 12+ months
• Ongoing communication
• Training
• Releases
• Lessons learned
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Schedule & Scope• Discovery of incompatible applications and defining the response plan;
varies wildly
• Dependent system replacements will insert time for Solicitation, Purchasing, Implementation
• Repackaging effort affects UAT & deployment schedule
• Adding new Win7 applications will push out Engineering and Release Prep
• Business unit customer constraints drive when rollout can happen
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Budget
• Unforeseen application/system replacements
• Unbudgeted follow-up projects
• Additional packaging & testing resources to stay on track
• Additional help desk, desktop, training resources to stay on track
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Quality• No application owner to speak to system use, lifecycle, strategy
• Repackaging, testing, deploying applications near end of life
• Overly complex Win7 packages
• Secret Special Software can’t be guaranteed to function at all
• Less than representative sample of business users for pilot & UAT
• “Gatekeepers”, communication bottlenecks reduce chances for team readiness on time, creates extra support burden
• Poor planning = very high support burden
• Resistance to testing and/or training will create extra support load
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Release Management Focuses on:• Alignment with Partnering Teams:
• Communications
• Training
• Enterprise Support Desk/Line of Business Support Desks
• Organizational Change Management
• IT PMO
• IT Technical Teams
• Developing a repeatable Release process
• Ensuring a supported, managed and stable production environment
• Guarantee a positive customer service experience
Release Management Best Practices:• Release Best Practices help:
• Ensure applications are supported
• Ensure environment is managed (No more manual installs)
• Partner with Software Deployment team on bundling application releases
• Consolidate software
• Knowledge sharing of new & old applications within Windows 10 Coordinator group
• Maintain a stable production environment
• Lower the impact to technical teams (Level 1/Level 2 Support)
PMO & Release Management Partnership • PMO started project to define scope, risk, timeline,
work breakdown structure, etc.
• Assessed how the deliverables already fed into current processes
• Developed a list of Release Readiness criteria based on requirements from other departments
• Once stable a transition plan was created to move it over to Release Management to continue to deploy out machines
• Organizational Change Assessment
• Application tracking tools
• Flexibility in testing
• Flexibility in releasing out machines
• Different Communication methods (1:1 meetings, coordinator meetings, emails, phone calls, newsletters, survey)
Release Strategy • Release Profiles (Summary of
applications used, business overview, special GPO’s)
• Understanding the departments needs
• Relationships with departments
• Standard Operation Procedures
• Fast Paced Approach
• Communication Toolkit
Custom Release Readiness Checklist Requirements-Based Checklist:
• Training
• ESD
• Application Readiness
• Software Roles
• Deployment Strategy
• Slow Site
• Printers/GPO Specifics for departments
Release Readiness: Actions Taken:
• Communication Alignment
• Alignment with Release Schedule
• Daily Check In Meetings
• Adjusted training material based on calls
Results: • Less Call Volume (72% less calls than Windows 7)
• Leveled resource planning
• Happy Customers
User Training Partnership:Actions Taken:
• Assessed end user needs/feedback
• Quick Reference Card created
• Created two trainings for users:
• Windows 10 Computer Replacement Overview
• Get Going with Windows 10
Results:
• Customer Satisfaction 3.8/5.0
• Educated Customers
• Planting seeds for future upgrades
• Communication Alignment
Service Desk Partnership• Actions Taken:
• Communication Alignment
• Alignment with Release Schedule
• Daily Check In Meetings
• Adjusted training material based on calls
• Results: • Less Call Volume (72% less calls than Windows 7)
• Leveled resource planning
• Happy Customers
High-level Customer Service Experience:
Additional Training Offered: Windows 10 In Depth Classes
Available
Customer Satisfaction
Survey
Attend Training with Support
onsite
Run USMT tool to back up
computer before training
Scheduled to receive new
machine