The customer
This customer has approximately 40,000 users across Europe covering both retail and wholesale distribution.
The problem
The customer had different methods for deploying, updating and supporting Windows desktops computers. The environment had fragmented and included Windows XP, Windows 7 and Windows 10. This was creating inefficiencies in support labour, inconsistencies in user experience, and delays for IT projects that needed new software deployed to Windows computers.
The challenge
An operating model was required for how Windows desktop computers were deployed, updated and supported. The model needed to be flexible enough to accommodate different types of users, and different departments. The model needed to consider technology, support processes, end users, and support teams.
The solution
Peerless IT had the overall responsibility for pulling the operating model together. This meant working with various subject matter experts and business unit representative within the customer.
A new Standard Operating Environment model was developed that defined how the Windows desktop was operated and included support for both Windows 7 and Windows 10.
Importantly, the standard was focussed on how to operate the desktop, rather than a place in time definition on the standard of software, device drivers, or patch levels.
The standard operating model included: the base operating system and applications required for all users; the optional software available; the process for applying software updates; the software levels supported; the process for delaying software updates; and, the delegation model to allow local support teams to maintain day to day control.
Lastly, the underlying infrastructure was aligned to support the model, specifically Microsoft SCCM, Microsoft Active Directory, and the end point protection platform.
The advantage of the solution was the creation of a central capability to manage Windows desktops, while acknowledging variations between business units, and maintaining local hands on support capabilities.