Universal Imaging Revolutionizing Desktop Support Presented By: Steve Lewis and Sara
Jan 11, 2016
Universal ImagingRevolutionizing Desktop Support
Presented By:
Steve Lewis and Sara Rodgers
Agenda
• Introduction• Limitations of conventional
imaging practices• Universal Imaging defies the
status quo• Technical Discussion
Lehigh University is located in Bethlehem, Pennsylvania
Over 4,500 undergraduates and 2,000 graduate students
IT staff supports nearly 600 lab/classroom PCs and 2,000
departmental PCs
Identical hardware configurations
Lab Image File
Advantages
• Efficient and Consistent
• Upgrades and configuration changes easily applied
• PCs refreshed (reloaded from an image) at any sign of trouble
Departmental Computers
Hardware configurations differ
Departmental Disappointment
• Departmental PC are rarely alike.
• Images are specific to a defined hardware configuration.
• Try to deploy a Gateway image on an IBM ThinkPad; won’t work.
Desktop Support Challenges
• Spyware and Viruses
• Keeping current with software
• New security policies
Isn’t there a better way?
• Standardization?
• Take away administrative rights?
• Hire more staff?
Our Solution
What does the UIU do?
One image; can work on any PC
See what we mean…
Enough text – Let’s see some photos that describe exactly what’s going on at Lehigh!
“Hello Help Desk? I’ve got a problem! Pop ups
galore…”
“This thing is so slow, and look at all these
pop ups!”
“I’d be happy to take a look.”
I know I won’t be able to remove every trace of the spyware…
Encountering difficulties
Ugh... This spyware just
won’t die!
“Keith, we’re going to need to format the PC and reinstall Windows from
scratch.”
2 Hours to reinstall Windows – a graphical view
“Two hours! Steve, you’re killing me…”
Windows reinstall commences.
Installing software per our four-page checklist
Waiting for software to install
Still waiting…
“I’m almost done, sir.”
“Glad to see it’s fixed Steve, but I have so much
work to make up.”
“Turkey on rye, hold the onion”
New ways of doing things
Let’s try this again – However, now we will illustrate the same situation addressed using Universal Imaging.
“Hello Help Desk? I’ve got a problem!
User explains his situation to IT support.
“No big deal – We’ll just refresh it.”
Refresh begins…
The 30 minute refresh – a graphical view
Refresh in progress…
Windows and campus software reloaded – all in about 30
minutes.
Which would you rather do?
Comments from Lehigh IT staff
“The time that Consultants are not
spending on mundane tasks like waiting for
Windows to install, can be spent on more complex
client problems where we provide more added
value.”
Comments from Lehigh IT staff
“What a timesaver! Easy to use. Makes short work of a new system setup. (Sorry it sounds like advertisement,
but it's all true!)”
Comments from Lehigh IT staff
“Although I was initially skeptical that the concept
of a "universal" image could work, I'm becoming convinced that this
approach not only works from a technical standpoint
but also provides tremendous benefit both to Lehigh and to our clients.”
So what exactly is the UIU ?
• Comprehensive set of “white box” drivers
• Fancy scripts
How to make a Universal Image
Step 1: Master PC SetupStep 2: Install UIU on Master PCStep 3: Capture image of Master PC using Ghost or other imaging software
Step 4: Deploy your image to nearly any PC.
UIU in place at Lehigh since June 2005
56%
13%
3%
25%
1%
2%
Brand New PC Setup
General Slowness
HDD Failure
Primary User Change
Spyware
Virus
Conclusion
• Universal Imaging works!
• Significant time savings for IT staff and end-users
• Not bulletproof by any means, but the massive time savings makes up for occasional glitches.
• For more technical details, please see our full paper. http://www.lehigh.edu/uiu/
Universal ImagingRevolutionizing Desktop Support
Presented By:
Steve Lewis and Sara Rodgers