Windows 7Customer Solution Case Study

Systems Integrator Saves More Than $250,000 Annually with Operating System Upgrade

OverviewCountry or Region: AustraliaIndustry: Professional services—IT services

Customer ProfileData#3 is a systems integrator and Microsoft Gold Certified Partner that serves customers across Australia. The company reported 2009 revenues of U.S.$522 million.

Business SituationThe systems integrator strives to keep pace with the latest technologies and wanted to ready itself for customers wanting to implement the Windows 7 Enterprise operating system.

SolutionData#3 implemented Windows 7 Enterprise to its entire organization in only four months, making it the first company in Australia to accomplish a companywide deployment.

Benefits Simplifies desktop deployment Saves more than U.S.$250,000 annually Enhances IT and data security Improves business value for customers

“Taking into consideration the savings from improvements with our desktop support, help-desk support, and employee productivity, we save more than $250,000 each year by using Windows 7 Enterprise.”

Scott Gosling, National Practice Manager for Microsoft Solutions, Data#3

Data#3 is an award-winning systems integrator and Microsoft Gold Certified Partner. As an increasing number of companies in Australia were expressing interest in upgrading to Windows 7 Enterprise, Data#3 decided to evaluate the operating system. It wanted not only to gain first-hand knowledge that it could apply to customer implementations, but also to improve its own desktop management environment. After conducting cost, software, and hardware assessments, it decided to deploy. In September 2009, just four months after starting its upgrade project, Data#3 became the first company in Australia to deploy Windows 7 companywide. Data#3 benefits from a simplified desktop deployment process; is saving more than U.S.$250,000 annually, primarily due to productivity gains; and gained enhanced IT and data security—all while positioning itself to deliver more business value to customers.

Works the way you want

SituationData#3 is a systems integrator that serves companies throughout Australia and the Asia-Pacific region. Its customers represent a wide range of industries, including banking, mining, tourism, healthcare, manufacturing, and the public sector. Headquartered in Brisbane, Australia, the company has offices in Adelaide, Canberra, Melbourne, Perth, and Sydney. A Microsoft Gold Certified Partner, Data#3 is the largest reseller of Microsoft products and technologies in Australia, and one of the leading service partners in the country.

As a successful systems integrator, Data#3 strives to stay current with its technology, always looking for ways to bring business value to its customers. In early 2009, Data#3 found that 70 percent of organizations in Australia were expressing interest in upgrading to the Windows 7 operating system. To ready itself to help those potential customers, software engineers at the company started evaluating Windows 7 during its beta release. The company wanted not only to gain first-hand experience with the operating system to prepare for customers’ implementations, but also to assess the benefits it would be able to offer customers.

At the same time Data#3 was evaluating the operating system as a solution to customers’ business needs, the company sought to address some issues with its own desktop environment. Data#3 has 550 employees, 40 percent of whom are mobile and often work from customers’ locations. To support operations, the company managed 25 client computer models—a mix of desktops and portable computers—

each running the Windows XP Service Pack 2 operating system. “We were looking for an opportunity to enhance our maturity around how we manage the life cycle of our desktop environment,” says Scott Gosling, National Practice Manager for Microsoft Solutions at Data#3.

Specifically, the company wanted a more proactive desktop management environment, as opposed to the reactive environment it had with a lack of a centralized management solution, no remote IT support for its dispersed and mobile workforce, and the time-consuming task of managing 23 operating system images.

“With 23 images for our 25 hardware models, and no centralized desktop management, every time we received a new driver from a hardware manufacturer, we had to manually install it on various images,” explains Gosling. “It was a huge effort and took significant time to manage and maintain.”

Plus, with no centralized IT management, Data#3 found it challenging to provide management services to remote employees. “We did not have proactive monitoring to inventory, deploy, or maintain applications and deliver updates to our remote staff,” says Gosling. “Our mobile employees are rarely at their desks, so to track them down and offer support, or to get them to stop what they’re working on and come into the office for support is very difficult—and a more immature desktop management model than we wanted to continue with.”

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The company also relied on manual, attended deployment methods. “We had engineers that would physically attend each computer when we installed operating systems,” says Gosling. “On a good day, that meant one engineer could deploy an operating system to only 25 computers.”

SolutionIn May 2009, after evaluating the Windows 7 operating system, Data#3 began to implement it. The company took a similar approach to the project that it would if it were implementing the operating system for a customer. The company estimated pre- and post-deployment costs using a return-on-investment tool from Alinean, and which it uses to measure success for customer deployments. “When we completed our cost assessment, we determined that we would see some impressive cost savings with Windows 7, so it made a clear business case for the upgrade,” explains Ben Johnson, National Marketing Specialist at Data#3.

Tested Application and Hardware CompatibilityIn addition to the cost assessment, the company also tested its application compatibility as part of the project. Just as it does for customers, Data#3 started by taking a full inventory of its software applications so it could identify multiple versions of software installed on its network—for instance, different versions of Adobe Acrobat Reader—and determine whether those could be narrowed down to one version. In addition, the company identified applications in its portfolio that were not compatible with the operating system—such as a freeware application used for

sending facsimiles—and determined, based on a standard tiered ranking, if the applications could be eliminated from the portfolio, if they could be replaced by compatible applications, or if they needed to be remediated.

“We started the application compatibility testing with a portfolio of 65 applications, and through our assessment and consolidation process, found that we only needed to remediate five applications, which is pretty impressive for an operating system upgrade,” says Gosling. Overall, the company reduced its application portfolio through consolidation and retirement to only 50 applications.

For those few applications that required remediation, Data#3 implemented Microsoft Enterprise Desktop Virtualization (MED-V), part of the Microsoft Desktop Optimization Pack, which enables Data#3 to run Windows XP as a virtual PC on computers that have Windows 7 installed. Applications that have not been updated with versions compatible with Windows 7 can then seamlessly run on employees’ computers, just as if they were installed on the desktop. By using MED-V, Data#3 was able to more quickly deploy Windows 7 to the entire company, remediating those computers that would have otherwise been delayed in the upgrade process because of application compatibility issues.

Data#3 also tested its 32-bit and 64-bit hardware assets for compatibility and was impressed with the results. “Most of our hardware was easily compatible with Windows 7 and did not require any upgrades,” says Johnson. “In fact, we were

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“Instead of requiring one on-site engineer for every 25 upgrades in a day, we can deploy software to hundreds of computers overnight and have just one engineer monitor the migration process.”

Scott Gosling, National Practice Manager for Microsoft Solutions,

Data#3

so impressed that we tested the operating system on six-year old laptops that have long since been retired just to see if the operating system would run—amazingly, it did.”

Helped Safeguard IT InfrastructureTo help protect against viruses and spyware, Data#3 installed Microsoft Forefront Client Security on its desktops. To further guard against malicious software and other Internet-based security threats, the company implemented the Windows Internet Explorer 8 browser, taking advantage of built-in security features, such as the SmartScreen Filter and Cross Site Scripting Filter, to help protect its network and employees against browser-based vulnerabilities.

Data#3 also took the opportunity to enhance its data security by implementing BitLocker To Go for drive encryption. By using BitLocker To Go, the company can encrypt removable media, such as USB thumb drives, and help protect sensitive or confidential information from unauthorized access in the event a device is lost or stolen.

Deployed Companywide—First in AustraliaWhen the company deployed the operating system, it used two different methods at various stages during the deployment. After developing a single image for all of its hardware models, the company first used Microsoft Deployment Toolkit 2010 and a one-touch deployment method. After deploying Windows 7 to 75 computers using this method, Data#3 implemented Microsoft System Center Configuration

Manager 2007 R2 and finished its deployment using a zero-touch deployment method. Now, the company uses the remote support capabilities in System Center Configuration Manager to manage all of its client computers from a centralized location.

Data#3 upgraded all computers across its organization to Windows 7 Enterprise by September 2009—earning the company the distinction of being the first organization in Australia to deploy the operating system companywide. Based on this accomplishment and the company’s demonstrated expertise with Windows 7, Microsoft awarded Data#3 with the “2010 Microsoft Australia Core Infrastructure Desktop Partner of the Year” award.

BenefitsAs a result of implementing Windows 7 Enterprise, Data#3 gained first-hand experience with the operating system and prepared itself to complete customer implementations. At the same time, the company simplified its desktop deployment and saw impressive productivity gains and power savings, resulting in savings of more than U.S.$250,000 annually. Data#3 also enhanced its IT and data security with a more proactive approach.

Simplifies Desktop Deployment By using Windows 7 and System Center Configuration Manager 2007, Data#3 simplified its deployment process for desktops, both for its internal and customer deployments. The process that previously required on-site engineers to physically attend to each deployment is now executed

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“While we’ve never had an instance of unauthorized data access, using BitLocker gives us that added peace of mind that information is protected.”

Scott Gosling, National Practice Manager for Microsoft Solutions,

Data#3

remotely for a zero-touch deployment. Data#3 can deploy operating systems and software applications from a centralized location during non-business hours.

“Instead of requiring one on-site engineer for every 25 upgrades in a day, we can deploy software to hundreds of computers overnight and have just one engineer monitor the migration process,” explains Gosling. “This is a major improvement in our desktop deployment process, and it has changed how we approach customer deployments for the better, too.”

Saves More than $250,000 AnnuallyData#3 ran cost assessments before and after it deployed Windows 7 and realized tremendous cost savings as a result of productivity gains in three areas: desktop support and maintenance, help-desk productivity, and employee productivity.

Desktop support and maintenance. By using a zero-touch deployment methodology and remote support capabilities, the company saves $69,000 annually.

Help-desk productivity. The company reduced the number of calls to its help desk by 50 percent, for a savings of $11,000 annually.

Employee productivity. Thanks to improved system performance, especially with faster startup, shutdown, and resume sequences, the company saves $166,000 annually.

In addition, Data#3 has recorded lower power consumption with the operating system and estimates that it will save at

least $8,000 in power costs over a three-year period.

“Taking into consideration the savings from improvements with our desktop support, help-desk support, and employee productivity, we save more than $250,000 each year by using Windows 7 Enterprise,” says Gosling.

Enhances IT and Data SecurityData#3 further enhanced its IT security and is now more proactive when it comes to safeguarding information, whether on a removable media device, the desktop, or through an Internet browser. For instance, by using BitLocker To Go, the company can encrypt confidential company information and sensitive customer data on removable storage devices, such as USB thumb drives or portable hard disk drives.

“With a mobile workforce of 40 percent, and a majority of our employees using portable computers, data leakage from misplaced thumb drives has always been a concern,” explains Gosling. “While we’ve never had an instance of unauthorized data access, using BitLocker gives us that added peace of mind that information is protected.”

In addition, the company enhanced its network environment and employee safety by upgrading to Internet Explorer 8. “The built-in security enhancements in Internet Explorer 8 add another layer of protection to our IT environment and help prevent phishing attacks and malicious software that are all too common,” says Gosling.

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“By being one of the first adopters of Windows 7 in Australia, we were ready when our customers also wanted to upgrade—and that’s an important position to be in as a systems integrator.”

Ben Johnson, National Marketing Specialist, Data#3

What’s more, with System Center Configuration Manager, Data#3 has a centralized desktop management solution that enables it to provide remote IT support, including the ability to remotely deploy critical software updates. “System Center Configuration Manager is a key element in helping us ensure that software is up-to-date so that we can maintain a secure infrastructure,” explains Gosling. Improves Ability to Deliver Business Value to CustomersData#3 not only realized tangible benefits with its own implementation of Windows 7, but also positioned itself as a top systems integrator of the operating system in Australia. After its own successful implementation of the operating system, the company can now help customers deploy Windows 7 and realize similar benefits. And, by gaining early, first-hand knowledge of Windows 7, Data#3 was able to start deploying it for customers in October 2009. By December 2010, it had already implemented the operating system for 22 customers, representing a total of 100,000 desktops.

“By being one of the first adopters of Windows 7 in Australia, we were ready when our customers also wanted to upgrade—and that’s an important position to be in as a systems integrator,” says Johnson.

Windows 7Works the way you want: Windows 7 will help your organization use information technology to gain a competitive advantage in today’s new world of work. Your people will be able to be more productive anywhere. You will be able to support your mobile workforce with better access to shared data and collaboration tools. And your IT staff will have better tools and technologies for enhanced corporate IT security and data protection, and more efficient deployment and management.

For more information about Windows 7, go to:www.microsoft.com/windows/windows-7

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For More InformationFor more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers in the United States and Canada who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to:www.microsoft.com

For more information about Data#3 products and services, call (61) (7) 1300 23 28 23 or visit the website at: www.data3.com

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published January 2011

Software and Services Windows 7 Enterprise Microsoft Server Product Portfolio− Microsoft Forefront Client Security− Microsoft System Center

Configuration Manager 2007 R2

Technologies− BitLocker To Go− Microsoft Deployment Toolkit 2010− Microsoft Desktop Optimization Pack− Microsoft Enterprise Desktop

Virtualization− Windows Internet Explorer 8