MCPc and 1E Help AAA Streamline Its PC Refresh Process

8/1/2013 | Case Study | 0 Comments |

AAA-improves-pc-refresh-efficiency.jpg

Challenge

AAA Western & Central New York was approaching its yearly PC refresh for its mixed fleet of HP laptops and desktops for 180 end users, and because this process was typically done manually in-house, IT Director Frank D’Arrigo was dreading the project.

“We manage multiple PC images and had a ‘one size fits all’ approach to refreshes,” said D’Arrigo. “This meant hours of work for our support technicians to remove applications from the PC during the desktop deployment. This led to inconsistent images in the field and made troubleshooting problems more difficult.”
D’Arrigo saw all of these inefficiencies adding up to poor service levels for end users, too.

“Every hour we spent tweaking a new PC for deployment was one less hour spent servicing other customers.  In the rare case when we had to rebuild an image from scratch, the technicians would use installation media to rebuild the PC. This process would require eight hours per PC.”

Solution

Before executing this latest PC refresh, D’Arrigo met with MCPc’s end user computing group and took a tour of the MCPc national Technology Integration Center in Cleveland to see firsthand to what a partner with full imaging capabilities could do to simplify a PC refresh. He liked what he saw and immediately decided to enlist MCPc to streamline his next deployment.

“MCPc clearly had the experience and processes we lacked within our IT department.  They understood our project and our limitations and worked with all levels with our IT department to make sure we understood the options and relative merits of each.”

MCPc recommended a comprehensive refresh plan that included an optimization of the application environment and streamlined imaging and deployment of the new PC fleet.

First, a health check of AAA’s Microsoft System Center Configuration Manager (SCCM) was performed to ensure it was operating according to best practices and monitoring clients at an optimal level. Next, a software utilization assessment was performed with 1E’s AppClarity to analyze software usage across all users to identify and eliminate unused applications from the standard image.

With a streamlined new image, the company was ready to execute the refresh. MCPc procured the HP PCs, imaged them in its Technology Integration Center and shipped the desk-ready PCs in a fraction of the time it would have taken AAA to do it alone.

Results

MCPc’s delivery of a streamlined PC image has had several benefits for AAA’s IT department. For one thing, AppClarity has allowed them to reduce costs from unused software instances at the same time that it makes for a leaner image to manage. In fact, D’Arrigo’s team went from spending up to eight hours imaging and deploying an individual PC to doing it in about 25 minutes after receiving them pre-imaged from MCPc. From an end user satisfaction standpoint, the difference has been like night and day.

“For the first time, we are receiving rave reviews from our internal customers regarding the PC refresh,” said D’Arrigo. “They’re thrilled with the quality of the PCs and have experienced very limited issues after deployment. Much of those kudos go to MCPc.”



1E, devices
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