help desk operations for clients without admin privileges tim guilliams bob beane
TRANSCRIPT
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Help Desk Operations for Clients Without Admin Privileges
Tim Guilliams
Bob Beane
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2 Managed by UT-Battellefor the U.S. Department of Energy
What is Least User Privileged (LUP) computing environment?
• LUP refers to the concept that all users should run their computers with as few privileges as possible
• Benefits of LUP
• Less to do. Systems that are LUP’ed will be 100 percent maintained by the IT department. Over time you, will see the pop-ups to install software such as Adobe, Microsoft and other products go away. This is because IT now has the sole responsibility to manage the patches to your computer.
• Better system security. With limited access rights, malicious code will not have access to perform operations that could crash a machine, or adversely affect other systems.
• Better system stability. Running LUP gives users increased protection against inadvertent system-level damage. 100 percent of the Human Resource department is running LUP, and we have seen a decrease in overall call volume to the ORNL IT helpline.
• Ease of deployment. The fewer privileges an application requires the easier it is to deploy.
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3 Managed by UT-Battellefor the U.S. Department of Energy
Redneck Fire Alarm
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4 Managed by UT-Battellefor the U.S. Department of Energy
Agenda
• Planning
• Staffing
• Tools
• Help Desk Impact
• Client Impact
• Looking Ahead
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5 Managed by UT-Battellefor the U.S. Department of Energy
Planning
• Communication– Technical change & expectations
– Agents involved in daily actions, message boards
• Ticket System Changes– Tracking LUP issues
– Monitoring daily LUP numbers
• Phone Capacity– Capacity to handle increased call volume
– Ability to add agents quickly
• Equipment Availability– Computers
– Desks
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6 Managed by UT-Battellefor the U.S. Department of Energy
Staffing
• Normal Staffing Level– Helpdesk– Field support– Training lead time
• Adjusted Staffing Level– Temporary Labor– Subcontracting
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7 Managed by UT-Battellefor the U.S. Department of Energy
Tools
• Administrative Rights for support– Helpdesk/Tier 1– Field Support/Tier 2
• Scripts from SCCM
– Local Admin Elevation• Part 1
• Part 2
• Remote support
– Admin Group Pilot• Active Directory Group
– Techs add themselves for temp admin rights
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8 Managed by UT-Battellefor the U.S. Department of Energy
Run Advertised Programs SCCM
Tool to gain admin rights for support
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9 Managed by UT-Battellefor the U.S. Department of Energy
Requesting Local Admin - Part 1• Helpdesk elevation process
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10 Managed by UT-Battellefor the U.S. Department of Energy
Requesting Local Admin - Part 2
• Self-help elevation tool
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11 Managed by UT-Battellefor the U.S. Department of Energy
Remote Tools • Bomgar
– Improved support for additional incident types
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12 Managed by UT-Battellefor the U.S. Department of Energy
Tools
• Administrative Rights for support– Helpline/Tier 1– Field Support/Tier 2
• Scripts from SCCM
– Local Admin Elevation• Part 1
• Part 2
• Remote support
– Admin Group Pilot• Active Directory Group
– Techs add themselves for temp admin rights
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13 Managed by UT-Battellefor the U.S. Department of Energy
Call Volume• What we expected
– Quadruple in daily call volume
• What we got– Almost double volume
1/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/55/51/59/50
50
100
150
200
250
300
350
400
Opened Tickets by Day
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14 Managed by UT-Battellefor the U.S. Department of Energy
Ticket Volume - Trends
May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
Total Tickets
FY09 FY08
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15 Managed by UT-Battellefor the U.S. Department of Energy
Incident Increase
• Type– Software installation– Printer drivers– Cyber Security Requirements
• Impact– Increase in cycle time– Decrease in meeting general SLAs– Huge backlog development
• 3 - 4 months and a contest to bring down to normal
• Still working through lingering issues (it’s a process thing)
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16 Managed by UT-Battellefor the U.S. Department of Energy
Client Help for the “simple stuff”
• I know how to do this, why do I need help?
• Common user tasks– Remote desktop– Defrag– Printers– Root file access
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17 Managed by UT-Battellefor the U.S. Department of Energy
Where we are headed
• Adjusting Staffing levels
• Modifying support model for more remote support
• Improving tools– Remote support
• Bomgar
• SCCM
• RDP
– Admin access• Improved Tools
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18 Managed by UT-Battellefor the U.S. Department of Energy
Other ORNL Presentations of Interest
SharePoint• Monday, 11:45-Using SharePoint UI to Deliver General Use Applications, Connie Begovich• Tuesday, 11:45-SharePoint at ORNL, Brett Ellis
Cyber Security• Monday, 1:30-Development of a Process for Phishing Awareness Activities, Philip Arwood &
John Gerber• Monday, 2:15-How I Learned to Embrace the Chaos, Mark Lorenc• Monday, 4:15-TOTEM:The ORNL Threat Evaluation Method, John Gerber & Mark Floyd
Desktop Management• Monday 4:15-On the Fly Management of UNIX Hosts using CFEngine, Ryan Adamson• Tuesday, 11:00-Implementation of Least User Privileges, Doug Smelcer• Wednesday, 11:45, Microsoft Deployment Using MDT and SCCM, Chad Deguira
Incident Management• Wednesday, 11:00-Helpdesk Operations for Clients Without Admin Privileges, Bob Beane &
Tim Guilliams
IT Modernization• Monday, 2:15-12 Months of Technology, Lara James
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19 Managed by UT-Battellefor the U.S. Department of Energy
Questions