Managing Remote Teams
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This document summarizes a training session on managing remote teams presented at the Dell World User Forum. The agenda covered inventory, deployment, targeting tools and troubleshooting for remote sites. Managing inventory, automating deployments and using tools like replication shares and remote site appliances were discussed as ways to reduce bandwidth usage and centrally manage remote locations. Demonstrations covered using these tools to streamline inventory, deployments and patching across multiple time zones. Roundtable discussions focused on completely remote workforces and teleworkers. Support resources are migrating to Dell's software support portal.
Managing Remote Teams
- 1. Dell World User Forum UFIL512: Managing Remote Teams Mark Weathersbee, Senior Trainer Erik Ragan, Senior Trainer Dell World User Forum
- 2. Dell World User Forum Agenda • Getting Started • Inventory • Deployment • Targeting • Tools for the job • Troubleshooting • Round-Table Discussion
- 3. Dell World User Forum Getting Started
- 4. Dell World User Forum Remote Site Management - No Problem! Right?
- 5. Dell World User Forum Some Common Issues Bandwidth • Lots of traffic, itty-bitty pipe Time Zones • Wait, what time is it there? Costs • Shipping devices for repair vs on- site • Using K2 RSA deploy images locally instead of shipping
- 6. Dell World User Forum Multiple Time Zones – But I need To Sleep! • Remote Sites spread across the globe, bring a whole new set of potential problems to consider! • Cost of WAN Links – especially if large pipes are required. • How to manage data transfers to different global locations. • Do we need any additional hardware for RSA and Replication Shares?
- 7. Dell World User Forum More Site To Manage > But Not More IT Staff! • How can we handle all this extra work with the same IT Resources? • How can we get the most out of our current resources (including Infrastructure & Hardware) and make things easier? Automate
- 8. Dell World User Forum Inventory
- 9. Dell World User Forum Demo: Inventory and Notifications
- 10. Dell World User Forum Business Processes • What do we have, and where is it? • How do we track it? • How to “manage” it? • Does it need to be update or replace? • How to update it? • What do we do when it breaks? Big Picture Ideas
- 11. Dell World User Forum Deployment “Status” • Fewer Purchases: If we already have a spare on-hand (and we can find it!), then we don’t have to buy one. • Faster Fulfillments: Again, if we already have a spare, we don’t have to wait for purchase approvals and shipment. • Fewer Lingering Problem-Assets: By keeping track of maintenance cycles/schedules, and warranty/lease dates, we know when faulty/old assets need to be replaced. • End-of-life Finances: Reselling or donating old assets can sure help the bottom-line. What • Centralized Asset Inventory & Management (not just IT, either) • Regular Inventory & Maintenance Schedules • Streamlining Related Business Processes (not just IT, either) • Process Ownership How
- 12. Dell World User Forum Deployment
- 13. Dell World User Forum Managing the Deployment “Process” Simple, but Repetitive Requests • Password Reset • Purchasing • Auditing • Hardware Upgrades • Software Upgrades • Equipment Requests (Check-Ins/Outs) • Employee New Hire • Employee Termination • Server Deployment • Workstation Deployment • Change Management • IT Projects Complex, Multi-Stage Workflows
- 14. Dell World User Forum Big Picture in IT New Hire HR FacilitiesIT Telecom Assign Device Assign DID Equipment Request Computer Assignment Computer Image Deploy Printers Power Settings Patching Applications Accounts Permissions EMAIL Help Desk AD
- 15. Dell World User Forum Big Picture Organization-wide HR FacilitiesIT Accounts Permissions EMAIL Help Desk AD Equipment Request Computer Assignment Computer Image Deploy Printers Power Settings Patching Applications Telecom Assign Device Assign DIDPayroll ESPP Medical Dental Data Hire Date Name Benefits Manager Key Access Workspace Location Desk/Chair New Hire
- 16. Dell World User Forum Demo: Service Desk Process
- 17. Dell World User Forum Targeting
- 18. Dell World User Forum How do the KACE Appliances Handle Remote Locations? The answer is pretty simple, it’s called…. Remote Site Appliances And Replication Shares
- 19. Dell World User Forum Targeting Machines – Replication Share What • One machine at remote site acts as Replication Machine • Replication Machine can host share or pass-through to another. • Remote Clients download from there, NOT the K1000 • Benefits: o Significantly reduced workload on WAN o Significantly reduced workload on K1000 K1000 Downloads: • Script Dependencies • Software • Agent Updates • Patches • Dell Updates How Replication Share Location share_hostshare_name Through Replication Machine
- 20. Dell World User Forum Targeting Machines – Replication Share How it works…
- 21. Dell World User Forum Targeting Machines – Remote Site Appliance RSA • Free OVF Virtual Machine • Reduces WAN Traffic • Centrally Managed from K2000 • Customize Synchronization • Deployments in non-PXE, DMZ, and/or non-Network Scenarios • Install KBE and System Image using Native Tools USB • System Image includes all Pre/Mid/Post Tasks • WIM for smaller System Image • Can be modified to include Driver Feed
- 22. Dell World User Forum Targeting Machines – Remote Site Appliance Setting Up VMWare Support: • VMWare Server/Workstation/ESXi for Best Performance • VMWare Player is Free! • Minimum Requirements: 2 GB RAM / 250 GB HDD / 2 GHz Processor Configuration: • DNS & DHCP • Link with K2000 • Select What Objects to Synchronize and When • Bandwidth Throttle DHCP Settings • Option 66: RSA IP • Option 67: k2000.0 Firewall Settings • Port 22 (SSH – synching) • Ports 80 / 440 (webUI) Network Settings • Selective Synching KBEs Scripted Installs & Images User States Associated Items - Auto Drivers/Driver Feed Preinstallation Tasks Postinstallation Tasks
- 23. Dell World User Forum Demo: Replication Share and RSA
- 24. Dell World User Forum Targeting Machines – Distribution & Scripting What Matters • Do we need different software applications in different locales? • What about Templates, Fonts, etc.? • What about controlling for runtimes in different Time Zones? • Are we licensed for multiple locations? Distribution • Labels: IP / Name Custom Inventory LDAP: OU Membership User Attributes Machine Attributes How We Implement Scripting • Labels, again • Verify Logic: Application Version Registry Information File-related Information Custom Inventory
- 25. Dell World User Forum Targeting Machines - Patching Replication Shares Wait a minute, one more word about Replication Shares! • Selection of Operating Systems: If we don’t have a particular OS “flavor” at that particular remote office, then perhaps we don’t need to replicate patches for it. What are the considerations? Travelling Machines Service Packs •Time ZoneWhat Else Matters How We Implement: • Set Patch Schedule to run at AGENT TIME-ZONE
- 26. Dell World User Forum Tools for the job
- 27. Dell World User Forum User Console Library • Self service portal for software • Users select what and when to install • No scheduling on your part • No concern over bandwidth for you either
- 28. Dell World User Forum Demo: User Console Library
- 29. Dell World User Forum Machine actions can be used to make life simpler • Use machine actions to save you time and clicks to remote into a system • They are for more than just RDP • Can use C$
- 30. Dell World User Forum Demo: Machine Actions
- 31. Dell World User Forum Troubleshooting
- 32. Dell World User Forum Troubleshooting Remote Machines Connection Status Machine Actions The K1000 Agent Message Protocol: • That little green or red icon: This represents a “heart-beat” of sorts. Every minute a function agent will check connectivity with the K1000 over the AMP Port: Port Number 52230 K1000 Web Server Name (DNS/IP) Interacting with the Machine: • Remote Control (RDP, VNC, BOMGAR, etc.) • Connectivity (Ping, Putty, Telnet, etc.) • Rebooting • Computer Management (Event Viewer, Services, etc.)
- 33. Dell World User Forum Troubleshooting Remote Machines, cont’d Hardware K2000 Or RSA Either Built-In or Add-On: • IP-KVM (Network-Enabled Keyboard, Video, Mouse) • Dell Remote Access Controller (DRAC) • Serial-Port Remote Access PXE or USB Boot: • KBE Recovery Console (Windows PE) Native Tools Portable Apps • Modified KBE (3rd-Party OS) BartPE Ultimate Boot CD
- 34. Dell World User Forum Round-Table Discussion Topics for discussion: • Completely remote machines? Not just remote office, but teleworkers. Let’s discuss.
- 35. Dell World User Forum Thank you.
- 36. Dell World User Forum KACE Support Portal Migrating to Dell Software Support Portal • Starting in November, all KACE Support Portal material will be migrated to the Dell Software Support Portal • All service requests will be submitted online or by phone • Same great content – Knowledge base articles – Video tutorials – Product documentation – JumpStart training • Check out the Support Portal Getting Started videos
Editor's Notes
- #5: Main purpose of this section is to look at some common issues when working with Remote Sites. Get the participants talking and involved in the session! Some Possible Sub Sections: Bandwidth Costly WAN connections… Bottleneck – large transfers draining bandwidth and impacting users. Time Zones Remote Sites are spread across the globe – bringing a whole new set of potential problems to consider! Cost of WAN Links – especially if large pipes are required. How to manage data transfers to different global locations. Do we need any additional hardware? (which means more $$$$$) Have we got the IT Resources to handle everything? (could mean more $$$$) Costs Additional hardware? Additional Staff? Bandwidth costs? IT Resources How can we handle all this extra work with the same resources? How can we get the most out of our current resources and make things easier?
- #6: For bandwidth mention Riverbed appliances and other similar tools. Compress data send it and decompress it on the other end.
- #7: Possibly lower costs due to lower bandwidth requirements for patching, software and script deployments Server vs desktop hardware for Replication Share vs RSA
- #8: Discuss automation of patching and other tasks using the K1 and K2 to reduce stresses on existing staff. Again mention lowering stress on switches and network bandwidth
- #10: Demo inventory information and notifications: Machines missing A/V, low disc space, system on unexpected subnet etc…
- #11: Discuss points. Inventory and asset tracking Manage it with appropriate labels Updated vs replaced, new image or patch updates or new hardware Best way to update system How to repair a system at a remote location: imaging, vs recovery vs shipping new replacement
- #12: By keeping good track of the “status” of our “things” from the time we purchase them, until we dispose of them, we can gain a fortune…in both time and money! Kinda want to delete this slide but I’ll keep
- #14: Use workflows to your advantage is my takeaway from this slide. Develop workflows so that you can operate efficiently.
- #17: Demo inventory information and notifications: Machines missing A/V, low disc space, system on unexpected subnet etc…
- #20: When it comes time for remote machines to download packages (MIs, Scripts, Patches, etc.) from the K1000, do we really want them to download them…across the WAN…from the K1000? Here, I need to mention the importance of Belongs vs. Physically there. Assigned location vs physical label
- #21: Detail the process.
- #22: No matter where a computer is going to be deployed, it needs an OS, some apps, a name and some configuration settings. Whether we’re talking about a brand-new machine or a “re-image”, we still don’t want to ship it twice!
- #23: More detailed info on RSA
- #24: Demo replication share setup for K1 Demo RSA setup for K2. Note RSA will be on network with IP and HN, only synching and assigning images to be replicated to RSA.
- #25: Other than Replication Shares, are there any other considerations for deploying Software, that are different for remote machines? Reiterate what we already covered earlier in the deck, about labels.
- #26: Other than Replication Shares, are there any other considerations for Patching, that are different for remote machines?
- #28: A self help library may be a good option for some software. If the user knows they need it and are at a remote location where bandwidth is a concern they know when the download started and that it will affect their internet speed.
- #29: Demo Machine Actions
- #31: Demo Machine Actions
- #33: Eventually, something “breaks”. Do we need to call in some expensive, local, hands-on tech-help? Maybe not…
- #34: What if the OS is unresponsive? Here are a few more alternatives…
- #35: Mention KBE can be used as a repair tool on a system using “Recovery”
- #37: Portal: http://www.software.dell.com/support Ticket Entry: https://support.software.dell.com/create-service-request Videos: https://support.software.dell.com/essentials/getting-started