Windows 2000 Desktop Deployment at Dell

Windows 2000 Desktop Deployment at Dell

By Max Thoene (Issue 3 2000)

With its new power management and plug-and-play features, the Windows 2000 Professional OS enables businesses to lower the total cost of ownership for their desktop environments; Active Directory is already a generally accepted model for managing an information infrastructure. As a result, the momentum in favor of Windows 2000 has been increasing steadily, and nearly every major Windows NT-based enterprise is planning to move to Windows 2000 as soon as possible.

To save companies time and money in this process and help them create better managed desktop infrastructures, Dell has drawn on its strategic relationship with Microsoft and experience with its own internal migration to develop the Dell Windows 2000 Desktop Deployment Package. This product migrates user systems from Windows 95, Windows 98, and Windows NT 4.0 desktop systems to Windows 2000. Developed as an automated, one-click process, the Windows 2000 Desktop Deployment Package is repeatable, sustainable, and scalable to meet the migration needs of businesses of any size. It can be updated to handle future versions of the OS. The documentation, project plan, and schedule included with the Dell Windows 2000 Desktop Deployment Package can be used as a template for any regional Windows 2000 deployment.

This article describes the Dell migration experience, explains how the Dell Windows 2000 Desktop Deployment Package works, and reviews factors companies should consider before migrating to Windows 2000.

The Dell Migration Experience

Because of its strategic relationship with Microsoft, Dell was a critical partner in the development and testing of the Windows 2000 OS. Dell's internal migration was conducted in two distinct phases. The first phase, completed between September 1998 and February 1999, included a joint development program, a rapid deployment program, and an internal adoption program. This phase focused on the infrastructure side of Windows 2000. It included production of the Domain Name Service (DNS) structure and design of the Active Directory (AD) and Organizational Unit (OU), as well as testing of the production infrastructure. Phase I concluded with the infrastructure deployment project to migrate Dell production server platforms to Windows 2000 Server and Advanced Server.

Phase II, which began in March 2000, focused on the production deployment of Windows 2000 Professional to the desktop and laptop computers of Dell employees. Dell's goals for the deployment were to keep migration costs below the industry average and achieve 25 percent client penetration in the first three months of the deployment period.

Success Factors

Define the scope of the project (that is, to identify, qualify, select, and schedule the existing clients to be migrated from the current OS to Windows 2000) Select appropriate deployment methods and apply them efficiently and effectively Limit user downtime during the migration process and improve on industry averages for migration times Select and integrate internal and external tool sets for efficient use during the migration process

Integrating Customized Solutions

Provide a user-friendly, Web-enabled process aided by tools, wizards, and online guides Be usable during a normal business schedule or after hours to reduce impact on critical business activities Require a smaller amount of downtime than other migration alternatives Ensure data security and preservation through a storage area network (SAN)

Dell took advantage of the Dell enterprise server environment to develop an end-to-end migration process driven through and controlled by end-user interaction with a secure Web site. The Dell enterprise server environment includes database and application servers, backup tape libraries, and a SAN data environment.

Operating in this environment, Dell was able to design an automated migration process requiring minimal user input. The challenges identified early in the Dell migration project were resolved through proof-of-concept and pilot testing.

Dell's migration strategy used both in-house Dell solutions and vendor applications. Figure 1 summarizes the functions handled by these applications.

With these Dell and third-party solutions, Dell was able to achieve its overall goals for the migration by largely automating the process. Migration time was two to three hours, a 50 percent reduction compared to the four to six hours required for other migration solutions. The average transition cost per system was less than one-half of the original internal forecast. Performing migration activities at night rather than during normal business hours further reduced the impact on end users. Dell completed the first phase of the client deployment two weeks ahead of schedule, also as a result of automation.

The Dell and third-party solutions listed in Figure 1 had the following effects on the success factors defined above:

Define the scope of the project: SQL queries from human resources, Remedy, applications certification, and premigration databases quickly identify, qualify, select, and schedule migrations, and also handle communications with targeted system owners. Select appropriate deployment methods and apply them effectively: Dell's effort to automate the migration process resulted in two methods that use the same tools—Night Migrations (the en masse scenario) and Self-Install (the one-off scenario). In Night Migrations, technicians migrate a large number of co-located systems outside normal working hours. The Self-Install method allows Dell users with some technical background to migrate their own systems to Windows 2000 with little or no outside assistance. Limit user downtime during the migration process and improve on industry averages for migration times: With automation, migration time was two to three hours, compared with four to six hours required by other migration solutions. Night migration further reduces the impact on end users of migration during regular business hours. Select and integrate internal and external tool sets for efficient use: To automate migration, Dell integrated third-party applications with internally developed applications and Dell hardware and knowledge platforms to enhance the overall process.

Risks and Lessons Learned

In migrating its clients to Windows 2000, Dell identified numerous project risks and learned a variety of lessons applicable to other organizations considering a migration, as outlined below.

Risks . Dell documented and mitigated a variety of risks during the migration effort. Four risks seem to be the most prevalent and persistent threats to successful project completion:

Application certification. Success depends on ensuring that all third-party and internally developed business-critical applications are identified, tested, and certified as Windows 2000 compliant prior to migrating systems in any business segment. Business partner involvement. Business segment support, involvement, and participation are required to effectively target, qualify, schedule, and migrate systems within a particular business segment. Hardware compatibility. Only systems that meet minimum systems component requirements for Windows 2000 compatibility should be migrated. (Up to 30 percent to 50 percent of potential targets may not meet this criterion.) Methods for making systems Windows 2000 compliant and criteria for deciding which systems to upgrade should be determined in advance. Desktop settings. Determining the security context of end users (Administrator, Power User, or User) is necessary to avoid creating security problems in migrating their systems.

Lessons Learned . The lessons learned from Dell's internal deployment include the following best practices:

Use a formal program/project management approach. The core project team should be an experienced group of information technology (IT) project or program managers. Involve business segment leadership early and often. The leaders of each business segment should appoint knowledgeable business liaisons for migration who are responsible for defining clear functional requirements and promoting communication between the migration team and the business segments regarding all aspects of project progress. Solicit executive sponsorship. Executive support for project success should be clearly communicated throughout the project life cycle. Encourage cross-functional teaming. Cross-functional teams including representatives from all IT groups (engineering, support, applications development, database management, and the core migration team) as well as other corporate functions (business segments, corporate communications) serve as catalysts for project success. Maintain a strong Web site presence. The Web site is a critical tool for all aspects of the project. It gives users access to information, answers to frequently asked questions, reports on project progress, and end-user documentation and feedback. It also provides tools for migration technicians and self-installers and a central location for reporting and displaying project progress metrics. Choose a powerful storage solution. The storage solution is a critical tool to ensure the preservation of end-user data, personal settings, mapped drives, printer settings, shortcuts, favorites, and wallpaper settings. The storage solution must be scalable to meet the number of systems to be migrated while maintaining sufficient space to store data to meet business expectations for online and off-line storage if data retrieval becomes necessary. Handle scheduling carefully. Constant attention to logistics is needed to connect the qualified targets and geographic locations while meeting the needs of business segments and migration technicians. Scheduling will require the efforts of one or more full-time staff members, depending on the number of targets. Plan a productive application certification effort. A proactive and continuous effort must be made to identify, catalog, and test both third-party and internally developed applications to certify them as Windows 2000 compliant. Business segments should be the final certification authorities. Use flexible deployment methods. The migration team must be able to change deployment methods to address business needs related to time windows and time-of-day requirements for upgrades.

The Recommended Migration Process

Dell distilled the results of its own migration experience into a set of guidelines for production migration to Windows 2000. Businesses that follow these guidelines and use the Dell Windows 2000 Desktop Deployment Package will save time and money in their migration efforts.

Dell uses a Web-enabled, user-interactive, 10-step process to migrate each client. Figure 2 illustrates the migration process. The box describes each step. All 10 steps can be completed through the Web using Dell's Windows 2000 Desktop Deployment Package.

The migration team makes business decisions, such as scheduling the migration, and communicates with targeted users. To reduce downtime, migration can be scheduled for periods when targeted users expect to be out of their offices, possibly during off-business hours. The ability to migrate many users at once simplifies the task of preparing employees for the migration and helping them adjust to the new OS.

Details of the Windows 2000 Desktop Deployment Package

Dell's Windows 2000 Desktop Deployment Package is a total Web-based solution using portal technology. Figure 3 shows the portal for the Package.

The Package provides an integrated suite of Web-based tools built on an advanced infrastructure that is transparent to the user. The user community for the Package comprises both basic users (who require assistance in migrating) and advanced users (who can install through a Web site, guided by wizards and documentation).

Infrastructure

Client Hardware Requirements

200+ MHz Pentium processor 128+ MB RAM 4+ GB hard drive Floppy drive or CD-ROM Install

Systems that do not meet the minimum requirements should be upgraded or replaced before migration.

Dell SAN Architecture

Scales easily—it can be duplicated for different regions, and migration scripts can be load balanced Includes two terabytes of total storage for user data and system images Includes one-quarter terabyte of storage for quick restores from tape

Issues to Consider Before Migrating

Migrating to Windows 2000 on a large scale requires preparation beyond the capacity of many companies' IT departments. Without the proper assessment, planning, and execution, the intended benefits may be delayed or diminished. Furthermore, if technical resources become strained, the disruptions to the company's critical business can add unforeseen costs to the project.

Preparation can reduce the risks associated with migrating users to a new OS. Companies can use the tools provided with Dell's Windows 2000 Desktop Deployment Package to identify needs and manage known risk factors before migrating users to the new operating system, and they can leverage Dell's knowledge to optimize the migration. The Web-based tools provided with the Dell Windows 2000 Desktop Deployment Package can help businesses manage the known risks listed in the box.

Cost-Effective Automated Deployment

Dell Computer is deploying Microsoft's new Windows 2000 Professional OS to its employees' personal computers more quickly and less expensively than anticipated. To facilitate the deployment, Dell developed an automated process that includes Web-based tools enabling employees to automatically test their PC configurations for hardware and applications compatibility with the new OS. This process helped Dell achieve its initial deployment objectives two weeks ahead of its own aggressive schedule, with minimal inconvenience to employees. Installation times were less than one-half of Dell's original estimates, and the average transition cost per system was significantly lower than Dell's internal forecast.

This experience at Dell demonstrates that companies can rapidly and cost-effectively deploy Windows 2000 Professional in a complex environment. The tremendous benefits associated with Windows 2000 Professional, including improved reliability, stability, and performance across the enterprise, provide a powerful incentive for Dell customers to make this transition as quickly as possible. Dell expects the industry transition to Windows 2000 to accelerate during the second half of this year.

To assist its customers in the transition, Dell is offering the Dell Windows 2000 Desktop Deployment Package. This integrated, user-friendly suite of Web-based tools provides a repeatable, sustainable, and scalable tool to meet the migration needs of businesses of any size, and it can be updated to handle future versions of the OS. The documentation, project plan, and schedule provided with the Package can be used as a template for any Windows 2000 deployment. For additional information on the Windows 2000 Deployment Package, contact Dell Technology Consulting.

Max Thoene (max_thoene@dell.com) is a program manager in Dell Technology Consulting at Dell Computer Corporation. He was program manager, product manager, and logistics manager in IT Operations for the Windows 2000 client project at Dell. Max has a B.B.A. in Marketing/Management from the University of Texas at Austin and M.S. degrees in Systems Management and Information and Telecommunications Systems from Capitol College in Laurel, Maryland.