North Dakota State University

ZENworks is a very robust client/server environment that can be configured to utilize many features including those specified here.  Before implementing any features beyond those specified to be "implemented" or to "implement as soon as possible," the campus will be notified for input and administrative approval.

ZENworks Functionality	Status
Remote Desktop Offers remote control access to desktop computers	Implemented
Imaging Offers quick computer installation	Implemented
Remote Imaging Offers quick computer installation particularly for clusters	Will implement as soon as technically possible
Automated Application Implementation Offers software installation on login rather than checking out CD media	Will implement as soon as technically possible
Automated Registry Updates Offers immediate computer security changes	Will implement as soon as technically possible
Hardware Inventory Inventory of computer hardware	Built-in
Documentation of Supported Systems Indicates hardware trends of NDSU computers	Will implement
Software Inventory Inventory of executables (programs) on a computer	Pending approval
PatchWorks Windows/software Updates (similar to SUS)	No
Web Self-Service Enables software purchase and installation	Will implement as soon as technically possible
Auto-Healing Automatic re-installation of computer programs in case of program failure	Built-in

 

Remote Desktop

The current standard for remote desktop management on the NDSU campus is an application called Proxy. ZENworks is the replacement for Proxy.

ZENworks remote desktop management will allow ITS computer support team members to connect to a computer remotely to install software, configure printers, and perform other tasks. In this aspect it will function very much like Proxy; however, there are some differences.

• Proxy required the computer user to accept an incoming connection request before the connection would be made.
• ZENworks has the capability of connecting to a remote desktop without any intervention from the computer user.

How will this difference be addressed?

In non-security situations, ITS will not remotely connect to a computer without first obtaining verbal or written permission to do so. Any verbal permission will be recorded in the Remedy trouble ticket pertaining to the problem.

• Proxy required the computer to be powered on in order for a connection to be made.
• ZENworks has the capability of waking a computer in order to perform maintenance and then shutting down the computer upon completion.

How will this difference be addressed?

For troubleshooting support, a connection will not be made to your computer without first obtaining verbal or written permission to do so. Any verbal permission will be recorded in the Remedy trouble ticket pertaining to the problem.

 

Imaging

By installing images (a pre-made set of software programs and computer settings) on campus computers, a “standard” base is created that has been tested with software used by the majority of campus. This assures that your computer will be compatible with most campus-used software.

ZENworks enables ITS to install computers pre-configured with Windows updates and anti-virus software in a matter of minutes instead of hours.  It also allows ITS to get new computers to your desk faster or to re-image existing hardware more quickly.

Remote Imaging

This feature of ZENworks may be used for imaging of the computer clusters.  It is very similar to the standard imaging except that it is a remote installation.

Remote imaging can also be used on departmental machines.   If a computer user wants a machine to be restored to the original operating system, remote imaging could be used.

Automated Application Implementation

ZENworks has the capability of upgrading most ITS-supported computers at one time for any software update, such as a PeopleSoft plug-in for Internet Explorer. Rather than waiting for a support technician, the update will be installed on all ITS-supported computers at one time.

Installation can also occur on a per-computer basis. For example, if you purchase an Office 2003 license and request ITS to install it, it may be several days before a technician is available to install the software. Even if you choose to install the software yourself, it may be a several-day wait before media is available.

With ZENworks, you would be able to have software automatically installed within a shorter time frame—it is a much faster process to get your software. The software could be installed the next time you start your computer. **

**Note: This depends on software licensing agreements.  Some license agreements allow us to install now and pay later. Others require licenses to be purchased from the company before the software can be installed.

Automated Registry Updates

Automated registry updating will enable ITS to update the security policy of a computer in situations where immediate action is required.

Additionally, registry updates can be used to assure that a computer is configured to use Software Update Service (SUS) for Windows updates, which will keep Windows updates current.

These updates may be installed on a computer during non-business hours by using the power-on feature to turn on a computer, install the updates, and then power the system back off (all automatically and remotely).  This feature will not be implemented at this time but may be used later if computer hardware is compatible.

 

Documentation of Supported Systems

In order to provide the best support possible, ZENworks can be used to locate all of the computers on campus that receive support from ITS. Using this information, ITS can plan to make more effective use of resources and to provide better support.

 

Hardware Inventory

Hardware inventory is useful to query systems for hardware information such as CPU speed, quantity of RAM, and video card type.  The hardware information will be used for trend analysis.

This feature can be used by ITS to locate the older computers on campus that may need to be upgraded (either to new or to newer/used computers).

Here is an example of the information that is available to ITS support technicians.  This is information that a computer readily "displays" on the network and contains no confidential or sensitive information.

Software Inventory

ZENworks software inventory has the ability to gather the name and version of installed software programs, file sizes, and configuration information from the system files.

If implemented, software inventory will help determine campus software trends, which will be used for planning future licensing.

Software inventory will NOT give ITS the ability to check if any applications are licensed--this will remain the responsibility of the department.

PatchWorks

PatchWorks is similar to the current Microsoft Software Update Service (SUS) server used on campus to keep Windows systems updated. PatchWorks verifies that systems that connect to it are updated with the latest software (including Windows updates, anti-virus updates, et cetera).

Windows Update Service (WUS, which is the replacement for SUS) may also have this feature, in which case PatchWorks will not be used.

Web Self-Service

Web self-service is an automated request and distribution system. Your request for software can be processed and delivered faster than with the current manual request and installation method.

Depending on computer policies and licensing agreements, web self-service enables you to select needed software and have it delivered and installed as soon as the license is available.

Web Self-Service will be implemented as soon as it is configured on the ZENworks server.

Auto-Healing

ZENworks is able to detect when a program failure has occurred on your computer.  If a program was originally installed with ZENworks, Zenworks will automatically attempt to re-install the program and return it to working condition.

This may save you from down-time if a software program fails in situations where a simple re-install is able to repair the problem.

This feature is built-in to the ZENworks client.