Novell ZENworks Configuration Management within the National Health Service2. National Health Service
(NHS)
• National Health Service is three
publicly funded health services
across Great Britain
– England
– Wales
– Scotland
• 5th July 1948 launched with the
proud expectation to make the
UK the “envy of the world”
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3. National Health Service
(NHS)
5 th
the Lar
or
5th
f ger
1.34m
le
rk ing and
wo Engl
eop HS in
S pen
ets e and
t the Emplo
Wo
rld yer in
P N
T
70% dg
Bu uctur 2
of I frastr tions
% In era
on Op
S
e NH An
850k n th
i nu
ers n Inf al NH
Op ra
Us go era stru S Sp
1.54bn
IT in
ork nd tion ctu en
10k
W s 1 re d
ple ture a
eo c NP (Ex and on
s
S P astru ation fIT clu
!) di n
NH Infr per g
O
Ave
ra
Iden ge Num
6
Kno ti b
wle ties a T er of I
dge y T
Wo pical
rker
has
(1) Based on Kings Fund data 2007, excluding NPfIT and using Gartner statistics
3 © Novell, Inc. All rights reserved. (2) Gartner Infrastructure & Operations survey statistics 2006
4. National Health Service
(NHS)
• <£110bn/yr cost to the taxpayer
• <£3bn/yr spent on ICT (or “informatics” in healthcare)
• >£1.5bn/yr spent locally on Infrastructure and Operations
• >600 organizations, >850,000 computer users, >700,000
computers in use (excluding servers)
• >20,000 IT staff
• >32,000 “sites” linked into N3 (the NHS WAN)
• World’s largest single domain Microsoft Exchange service
• >710,406 smart cards users registered on the Spine
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5. National Health Service
(NHS)
• IT service delivery responsibility is devolved to each
local organization (Trust)
• Larger shared services are referred to as “HIS” –
Health Informatics Services
• No central government standardization for IT services
through NHS Connecting for Health
NHS Connecting for Health came into operation
on 1 April 2005 and is a Directorate of the
Department of Health. It supports the NHS to
deliver better, safer care to patients, by bringing
in new computer systems and services.
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6. NIMM
(NHS Infrastructure Maturity Model)
• Common 5 level model for NHS IT to measure
themselves and the trusts they support
• Where are we, where are we going and assists the how
on getting there
• PCLM is integral to the NHS maturing
“…getting local NHS organization to understand,
prioritize how they make their local infrastructure,
local foundation, a solid bedrock …” Dr. Mark Ferrar
http://www.youtube.com/view_play_list?p=E99824A87614ECD2
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7. Sussex Heath Informatics Service
(HIS)
• Health Informatics Service for the English counties
of West Sussex and East Sussex
• Formed July 2004 to enable local trusts to meet
National Program for IT (NPfIT)
• Supporting 10 separate trusts and all doctor surgeries
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8. Sussex Heath Informatics Service
(HIS)
• 36000 users
• 22354 PC (4th March 2010)
• 997 Servers (physical and virtual)
• 590 sites
– Small surgeries through to large hospitals
• 939 services
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9. Sussex Heath Informatics Service
In the Beginning
• Semi-organized chaos
• Challenges
– No service management
– No standardization
– Silos
• Set about introducing base IT at an enterprise level
• Focus on understanding the user experience
• Once you can measure the service you can
substantiate investment
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10. One Key Focus Was to Standardize PC Delivery
• PC software installed in multiple ways with
varying results
• PC hardware was expensive and bought because
the user “liked that one!”
• No concept of TCO
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12. PC Life Cycle Management
• Needed to respond to customers
– Reporting
– Audit
• Need to support users
– Increase first time fix rate
– Deliver required software quickly
• Need to enable IT technician
– Diagnostic information
– Remote Management
– Software Deployment
•
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13. Some of the Sussex
Heath Informatics Service Challenges
• No operational standardization of PC estate
– Mixture of Win2000 and XP with all flavors of Service Packs
• Wide Area Network linking trusts was in development
• Just begun delivering a single Microsoft ADS to replace
multiple vendors and types of directory services
• Manual installation of new software was slow
and costly
• Perception of Novell within the tech and customer
®
community
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15. Targets for ZENworks ®
Configuration Management
• No single view of the Sussex Health Informatics
Service (HIS) supported estate
• Stop software being installed from CD, USB device
• Secure remote access for support
• Sussex had a interesting infrastructure
How many How many CFH are asking
system types devices are what Microsoft
Do we support? running XP? software is installed?
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16. National Health Service and
Novell Needs ®
• No central government standards but there is
considerable help from CFH agreements
– Nationally funded Novell licensing, support and training
®
• Novell wanted to step up to the NHS challenges
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18. Approach
• Designed for Novell ZENworks 10 therefore had to
® ®
delay for release
• Test, review, feedback, change, test…..
• Proved technology with a pilot
• Operational roll out begun
• Then…..
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19. MARCH 2008
• BANG! Turquoise screen of delay
• BrainShare 2008 week ®
• 11K of 24K PC’s installed and where not responding
• Eroding confidence for customers, users and techs
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21. What Symptoms?
• Users PC’s taking 10’s • PC’s with the same
minutes to boot ZENworks ID (GUID)
• Novell ZENworks client • Closest server rules
® ®
crashing on Windows
manual rather
• Inventory not removing than automatic
history
• ZENworks loader service
• Unable to reliably deploy crashing
bundles
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22. Several Months of Pain
• Rollout frozen
• We had a tangled ball of string not 1 issue
• I had confidence in the team on the ground
• Assurance and support from Senior team in Novell ®
and the NHS
• July 2008 Senior NHS and Novell teams met to agree whether ZENworks ®
had a future in the NHS
• Novell have modified design, testing and service approach
• Several false starts but in October 2008 we were back with a tight
deadline to complete
• Sussex HIS worked closely with Novell engineering to influence 10.2
release
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23. Pressures
• The team knew that other National Health Service IT
organizations were watching closely
• Sussex had to use Novell ZENworks to deliver
® ®
– XP SP3
– New NHS software
– Effective Licensing position
– Reduce FTFR
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25. Simply Put!
Microsoft SQL 2005 Cluster
4 server class ZENworks
ZENworks ® reporting 12 primary ZENworks 280 PC class (GP surgery)
satellites server servers (2 virtualized) ZENworks satellites
688 managed servers
22354 managed
25 © Novell, Inc. All rights reserved. PCs
26. March/April 2009
• We were housekeeping
• We were operationally using Novell ZENworks® ®
– Service Desk remote managing
– Service Management populating CMDB
– Client Devices support team deploying software
– Management reporting
– Software Asset Manager throwing out the Excel sheets
• Still had bugs but not show stoppers
• 10.2 swatted the bugs (14th July 2009 installed)
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27. Lessons Learned
• Scale the infrastructure for the worst case in
your planning
• Establish a test environment and use it
• Establish metrics for PC performance
• Continuously monitor the performance of the
infrastructure during deployments
• Believe the inventory, question your setup
• Ensure you have assigned internal owners for the
product and the components
• Don’t under estimate the effort
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28. Is It Embedded?
• Still have pockets of user resistance to having Novell
®
ZENworks Configuration Management (ZCM) “Turquoise
®
screen of delay” memories
• ZCM is no longer the reason for PC failures
• Populating CMDB
• Super users now migrating to Novell ®
remote management
• SLA costing metrics are from ZCM
• Management information is trusted
• HIS developed ZENworks dashboard
• ZENworks quality council
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29. Results
• Reduction in the time to resolve desktop support
calls – from days to minutes
• Targeted distribution of software
– Quicker
– Informed
– Managed
• Ability to respond to threats
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31. ZENworks Enterprise ®
• Asset • Patch
– Manage contracts – Actively manage the PC
– Manage software usage not compliancy and threats
just installations – Pre-bundled
– Better inform – Develop operational
financial planning processes to
– Improve efficiency control release.
– Confidence in legality
of deployed software
Major benefit that there is no need to deploy new
components to users PCs
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32. National Health Service
Other NHS IT departments able to deploy without Novell ®
ZENworks Configuration Management ZCM issue
®
• NHS can demonstrate that the investment is delivering
• NHS IT is maturing
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33. Answers
Other Total 366
Compaq Total 215
Dell Total 6957
Fujitsu Total 2
HP Total 15770
IBM Total 32
XP devices 22,401
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35. Unpublished Work of Novell, Inc. All Rights Reserved.
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