TD TownHall Meeting

January 28, 2011

Agenda

• Monthly Metric Review • Network Upgrade Status• Server Move Status• Filemaker Pro Cleanup• Windows 7 Migration Update• Exchange Migration Update• Questions?/Feedback?

Service Management Metrics

Service Management Metrics

Service Management Metrics

Network Upgrade Status

• The 10GB link is up and running as of 1/26!• Data transfers are faster:

– Tested database access from WH and FCC– Designers saved files from TD to storage at FCC

TDServer Move Status

• Replicate TDSERVER data to new TDFILER and TDSERVER1-WEB– More disk space!

• Virtual Server Creation• COMSOL License Server 4.1 Upgrade

– Success!– Upgrading clients

• Server Moves

Filemaker Pro Cleanup

• Current State: ~ 180 copies of Filemaker Pro at different version levels. (Mostly 5.5)• End State:38 users, some with multiple copies.

• Note from Division Management• Cleanup:• Note: We will remove software but not local databases

– Identify systems for software removal – Service Desk to send notice about removal dates– Service Desk to remove software. Verify removal worked and systems functioning

• Upgrade/Install of FMP11:– Identify systems to gets multiple copies.

• Long term and short term

– Note: User will migrate databases – – Service Desk to make schedule and notify customer of install– Verify Installation worked.– Service Desk will follow up on removing old version from temporary copies

Windows 7 Update

FESS/ESH (Feb)

WDRS/CD (Mar)

TD/PPD (Apr/May)

WDRS/DIR (May)

BSS/FIN (June)

Windows 7 Update

Discovery

Communicate

Rollout

Review

Windows 7 Migration

Windows 7 Update

Hardware State:Number of Recommended Hardware Upgrades

To Minimum To Recommended

Increase System RAM 0 94

Increase Hard Disk Free Space 22 61

Upgrade Graphics Card 0 38

Upgrade Optical Drive 0 0

Add Audio Output Capability 0 0

Upgrade BIOS 0 0

Number of Recommended Hardware Upgrades To Minimum To Recommended

Computers that require NO hardware upgrades 92 174

Computers that require 1 hardware upgrade 22 55

Computers that require 2 hardware upgrades 0 36

Computers that require 3 or more hardware upgrades

0 22

Windows 7 Update

• Device DriversSource of Device Driver Hardware Devices Percentage

Included on the Windows 7 DVD 8141 84%

Available from Microsoft Update 165 2%

Information available from manufacturer website 208 2%

Contact the Device Manufacturer (unknown driver or incompatible)

1121 12%

Total 9635 100%

Windows 7 UpdateSoftware Name Version InstallationsMicrosoft .NET Framework 2.0 Service Pack 2 2.2.30729 285Microsoft .NET Framework 3.0 Service Pack 2 3.2.30729 284Microsoft .NET Framework 3.5 SP1 3.5.30729 284WIMGAPI 1.0.0.0 279Configuration Manager Client 4.00.6487.2000 274Microsoft Office Proofing (English) 2007 12.0.4518.1014 271Microsoft .NET Framework 1.1 1.1.4322 268Security Update for CAPICOM (KB931906) 2.1.0.2 260WebFldrs XP 9.50.7523 249Symantec AntiVirus 10.1.4000.4 240KCA Provider 2.2.0.2 for NetIDMgr 1.1 2.2.0.2 239MSXML 4.0 SP2 (KB973688) 4.20.9876.0 232MIT Kerberos for Windows (32-bit) 3.2.2 3.2.2 231MSXML 4.0 SP2 (KB954430) 4.20.9870.0 225Java(TM) 6 Update 13 6.0.130 189Microsoft Save as PDF or XPS Add-in for 2007 Microsoft Office programs

12.0.4518.1014 180

Scalable WinINSTALL Agents 10.00.0000 151Microsoft Office Shared MUI (English) 2007 12.0.6425.1000 143Microsoft Office Shared Setup Metadata MUI (English) 2007

12.0.6425.1000 143

Microsoft Software Update for Web Folders (English) 12

12.0.6425.1000 143

Microsoft Office Proof (English) 2007 12.0.6425.1000 142Microsoft Office Proof (French) 2007 12.0.6425.1000 142Microsoft Office Proof (Spanish) 2007 12.0.6425.1000 142OGA Notifier 2.0.0048.0 2.0.0048.0 139Microsoft Office Excel MUI (English) 2007 12.0.6425.1000 137

Exchange Migration Update

• Software/hardware orders• Building self-service tools for migrating local

data• Client choice discussion with mgmt• Training Service Desk on assisting users• Expect to start migration in Spring

Questions/Comments?

Service Management Metricstd MTTR by Monthtd Nov Dec JanService Type Avg MTTR Avg MTTR Avg MTTRUser Service Request - Elapsed MTTR 121:42 113:54 22:53User Service Restoration - Elapsed MTTR 85:34 60:44 53:44

Incidents Nov Dec JanCritical - MTTR 0:00 0:00 0:00High - MTTR 0:48 78:02 0:00Medium - MTTR 129:53 67:06 35:39Low - MTTR 58:12 51:38 59:45

Requests Nov Dec JanCritical - MTTR 0:00 0:00 0:00High - MTTR 167:20 203:19 16:31Medium - MTTR 137:40 126:45 33:35Low - MTTR 86:58 70:23 8:54

Service Management Metricstd Service Detail - MTTR

Avg Clock MTTRService Type Nov Dec JanUser Service Request 121:42 113:54 22:53

Authentication and Directory Services 0:29 299:44Computer Aided Design, Manufacturing and Engineering 315:35 206:58 57:48Computer Security 556:25Computing & Info Systems 168:48 172:25CSI/Service Desk (CSISD) 0:04Enterprise Applications 30:42 1:21Financial Management 72:10Mac Support Service 353:03 120:38Network Services 764:53 247:41 241:28Scientific Server Support 19:11Scientific Workstation Support 26:28Service Desk 16:58 30:40 10:08Storage Network Services 69:46Web Messaging & Collaboration Applications 56:32 93:45 1:13Web, Unified Communications & Collaboration Services 3:35 81:55 0:34Windows Desktop Support 152:44 136:30 18:18Windows Server Support 438:36 86:52 25:48

User Service Restoration 85:34 60:44 53:44Authentication and Directory Services 1:39Computer Aided Design, Manufacturing and Engineering 205:44Computing & Info Systems 41:10Enterprise Applications 180:39 4:00Service Desk 64:09 0:16 21:51Web, Unified Communications & Collaboration Services 4:41 0:39Windows Desktop Support 93:54 78:15 106:19Windows Server Support 46:15