Windows 10 Deployment at

December 6, 2017 11:30 a.m. – 12:30 p.m.

Introductions

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• Sonya L. Calef, PMPProgram Managersonya.calef@Hennepin.us20+ years in IT

• Nicole WestIT Release Manager and SupervisorNicole.west@Hennepin.us10+ years in IT

Who is Here Today?• IT Managers with responsibility for Win10 rollout

• Tech staff who will work on it

• Support roles

• Project Manager roles

• IT & Business Leaders

• Non-IT Coordinator roles

• Other

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This Session Is Not….

Technical Overview of the

OS or other products

Tutorial on Project

Management or Release

Management

Training

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Agenda

The Situation

Get It Together

Release Management

Our starting point and some friendly advice

Recommended Approach & risks

Use this framework to achieve desired results

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Timeline

Oct. 2014

Late 2015

Q1 2016

Q2-3 2016

Q4 2016 -2017

Windows 10 OS released to MS Insiders (beta

testing)

August: MS releases Consumer & Pro versions

October: Release Enterprise & Education versions

Program kick-off at HC

• Assessment• Engineering• Adaptation

Departmental Kickoffs

• Engage coordinator• End user readiness• Technical readiness• 1607 Release Aug. 2016

Roll out to Departments

• 1703 Release April 2017• 1709 Release Oct 2017

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Old Model vs. New• Standardization = Long term efficiency

• Smaller, continuous work cycles

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Hennepin Scope: Hardware, OS, Office• 37 Departments in 6 Business Units

• >10,000 machines to replace

• >3,000 known software applications

• Unknown wild applications (unmanaged)

• Office 2016

• End user training & communication

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Message to Leadership Attendees 1Much more than an OS Update - HUGE

• Unmanaged environments = a lot more effort to be ready

• Readiness factors determine pace of work• Engineering

• Dependency upgrades/retirements/replacements

• Business unit constraints

• Updates continue to happen 2-3 times a year with deadlines

• Your teams require time to get a handle on readiness and mitigate

• Marathon with intervals

• Will require business unit customer participation to plan and execute

• “If it runs on Win7, it will run on Win10” is wishful thinking

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Message to Leadership Attendees 2

This is NOTHING like installing Win10 at home

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Home: Enterprise:

Message to Leadership Attendees 3

Change is Inevitable

• Timeline

• System replacements

• Budgetary implications

• Adopt an iterative mindset

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Message to Teams• Breath, stay hydrated, eat, sleep

• “Eat the elephant” in courses

• Do your homework

• Support-Avoidance is the key• Testing, Planning, Training• Shortcuts are unwise

• Expect to go with the flow

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Message to Project Managers: Recommended Approach

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*Note separate MS-Project schedule handout

Primary Work Categories

1. Assessment – what’s the situation

2. Engineering – technical responses

3. Release Prep – what has to be in place to deploy

4. Business Integration – implement the changes across machines and end users

The better you do at 1-3, the more likely 4 goes well.

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Be Iterative1. There will be a solid period for assessment & engineering to establish “minimum viable product”

2. Plan cycles of assess/remediate/prep/rollout work packages

3. Learn lessons as you go and refactor often

4. Apply creative problem solving to work around incompatibles

5. Listen to the customer early and often

6. Use Personae/Profiles

• Let the technical & tech savvy go early

• Let others go when they are informed, trained, & support is ready

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Core Roll Out Model

• General idea has not changed

• Perpetually in this circle

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Microsoft Releases

Something

Engineering

Planning

Testing

Release & Change

Gate

Machine Updates

Being Iterative

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Core Planning

Assess

Engineer

Deploy Group Planning

Assess

Test-Remediate

1. Assessment• Time-box 6-12 months

• Application inventories, utilization, & owners

• Estimate repackaging and testing effort

• Vendor compatibility statements

• Follow up plan for incompatibles

• Hardware gaps

• SCCM gaps

• Organizational Change readiness

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• Assemble pilot team

• Define installation logistics

• Run simulations to validate assumptions

• Determine end date for all Win7 only software purchases

2. Engineering

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• Time-box 6+ months

• Resolve technical pre-requisites and gaps

• Define servicing channels

• Create images & GPOs

• Develop USMT backup/restore

• Support requirements & measures

• Organizational Change activity definition

• Obtain customer constraints

• Establish communication plan

3. Release Planning

• Time-box 8+ months

• Repackaging & remediation

• Application UAT

• Compatibility remediation

• Release group identification

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• Planned clean-up period

• Approved disposition for “leftovers”

4. Business Integration

• Time-box 12+ months

• Ongoing communication

• Training

• Releases

• Lessons learned

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Project Risks

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Schedule & Scope• Discovery of incompatible applications and defining the response plan;

varies wildly

• Dependent system replacements will insert time for Solicitation, Purchasing, Implementation

• Repackaging effort affects UAT & deployment schedule

• Adding new Win7 applications will push out Engineering and Release Prep

• Business unit customer constraints drive when rollout can happen

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Budget

• Unforeseen application/system replacements

• Unbudgeted follow-up projects

• Additional packaging & testing resources to stay on track

• Additional help desk, desktop, training resources to stay on track

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Quality• No application owner to speak to system use, lifecycle, strategy

• Repackaging, testing, deploying applications near end of life

• Overly complex Win7 packages

• Secret Special Software can’t be guaranteed to function at all

• Less than representative sample of business users for pilot & UAT

• “Gatekeepers”, communication bottlenecks reduce chances for team readiness on time, creates extra support burden

• Poor planning = very high support burden

• Resistance to testing and/or training will create extra support load

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The Release Management Framework

Presented by: Nicole A West

Release Management Focuses on:• Alignment with Partnering Teams:

• Communications

• Training

• Enterprise Support Desk/Line of Business Support Desks

• Organizational Change Management

• IT PMO

• IT Technical Teams

• Developing a repeatable Release process

• Ensuring a supported, managed and stable production environment

• Guarantee a positive customer service experience

Release Management Best Practices:• Release Best Practices help:

• Ensure applications are supported

• Ensure environment is managed (No more manual installs)

• Partner with Software Deployment team on bundling application releases

• Consolidate software

• Knowledge sharing of new & old applications within Windows 10 Coordinator group

• Maintain a stable production environment

• Lower the impact to technical teams (Level 1/Level 2 Support)

PMO & Release Management Partnership • PMO started project to define scope, risk, timeline,

work breakdown structure, etc.

• Assessed how the deliverables already fed into current processes

• Developed a list of Release Readiness criteria based on requirements from other departments

• Once stable a transition plan was created to move it over to Release Management to continue to deploy out machines

• Organizational Change Assessment

• Application tracking tools

• Flexibility in testing

• Flexibility in releasing out machines

• Different Communication methods (1:1 meetings, coordinator meetings, emails, phone calls, newsletters, survey)

Release Strategy • Release Profiles (Summary of

applications used, business overview, special GPO’s)

• Understanding the departments needs

• Relationships with departments

• Standard Operation Procedures

• Fast Paced Approach

• Communication Toolkit

Release Approach:

1.Identify2.Test3.Pilot4.Production Release

Custom Release Readiness Checklist Requirements-Based Checklist:

• Training

• ESD

• Application Readiness

• Software Roles

• Deployment Strategy

• Slow Site

• Printers/GPO Specifics for departments

Release Readiness: Actions Taken:

• Communication Alignment

• Alignment with Release Schedule

• Daily Check In Meetings

• Adjusted training material based on calls

Results: • Less Call Volume (72% less calls than Windows 7)

• Leveled resource planning

• Happy Customers

User Training Partnership:Actions Taken:

• Assessed end user needs/feedback

• Quick Reference Card created

• Created two trainings for users:

• Windows 10 Computer Replacement Overview

• Get Going with Windows 10

Results:

• Customer Satisfaction 3.8/5.0

• Educated Customers

• Planting seeds for future upgrades

• Communication Alignment

Service Desk Partnership• Actions Taken:

• Communication Alignment

• Alignment with Release Schedule

• Daily Check In Meetings

• Adjusted training material based on calls

• Results: • Less Call Volume (72% less calls than Windows 7)

• Leveled resource planning

• Happy Customers

Testing Approach:

High-level Customer Service Experience:

Additional Training Offered: Windows 10 In Depth Classes

Available

Customer Satisfaction

Survey

Attend Training with Support

onsite

Run USMT tool to back up

computer before training

Scheduled to receive new

machine

Questions?

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Thank You

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