IT Governance Business Case
Improving PC Software Deployment and Inventory Management
Technology Solutions Department
Background
The Department of Technology Solutions (TS) aligns the City’s information technology infrastructure and systems to the business needs of the City’s departments. It designs, implements and maintains the technology hardware, applications and programs.
Total Number of Devices with Windows OS Total on Windows 11 EOFY24
Devices Ready for Inplace Upgrade to Windows 11
2798 1199 832 767
In FY25, TS will need to upgrade 767 machines across the enterprise to be Windows 11 compliant by October 2025 to stay compliant and secure and to avoid paying additional support costs. The project to replace these PCs with Windows 11 compliant machines was partially funded in FY24, and to date we have replaced 297 machines, and the target is to replace 437 machines by the end of the fiscal year. There will be a remaining 767 machines needing a hardware upgrade in FY25. TS must have the capability to restore imaging across the enterprise in the event of hardware malfunctions or security breaches.
Total
Total
Requiri ng Hardware Upgrade for Windows 11
Current Business Problem
All the 1605 machines will require re-imaging and upgraded to Windows 11. TS has the current problems based on current deployment model:
Inefficiency in deployment
Inefficiency in remote management
Imaging process is not versatile to meet City of Durham needs
Inefficiency in patch management
Current Pain Points
VPN dependency: the need for VPN connections to manage updates and compliance creates logistical challenges, limiting the ability to promptly and efficiently update machines remotely, thus affecting operational flexibility.
Lengthy setup time: the extensive setup time per machine (about 1.5 hours) significantly hampers the deployment process, leading to delayed readiness of IT resources.
Patch management: the absence of a robust patch management system makes it difficult to ensure all machines are uniformly updated, increasing the risk of security breaches and non-compliance issues.
Diverse computer configurations: managing about 25 different computer configurations complicates the deployment and maintenance of software, leading to increased complexity in managing updates, compatibility issues, and inefficiencies in support and troubleshooting.
Strategic Alignment
City of Durham's Strategic Plan Goal:
Goal 4: Innovative & High Performing Organization
TS Objective #1: Plan and allocate IT investments in accordance with IT Governance principles to ensure sustainable growth
Future State Benefits
Reduced deployment time: shorten the setup time for each machine to up to 15 minutes, enhancing productivity and updating all computers to Windows 11 by October 2024.
Saved opportunity cost of End User Support keep the lights on (KTLO) and service delivery time, redirecting up to 1000 of work hours from Windows 11 deployment.
Remote update management: enable updates without VPN, simplifying remote management to domain and nondomain computers that are on or off local network.
Efficiency in licensing: due to standardizing and consolidating SmartDeploy across enterprise to reduce costs and improve efficiency
Streamlined imaging process: simplify imaging across various computer models, reducing complexity; enable cloud storage of backups.
Compliance and patch management: ensure machines are up-to-date with latest software versions, enhancing security and compliance.
Synergy with Police Department: enable software update and maintenance for Mobile Data Terminals (MDTs) remotely.
Analysis and Recommended Solution
Deployment tools analysis
Feature Acronis SmartDeploy (PDQ-owned) PDQ Deploy and Inventory PDQ Connect MS SCCM Atera Price estimate per year $7365 $27,000 (image) $40,680 (Pro) $3,187 $6,888 $1,323 $2,024 (admin) $44,024 (agents) User base Admin based Agent-based (3000 endpoints) Admin-based Agent-based (700 endpoints) Admin-based Admin based or 700 endpoints Build images Yes, device specific Yes, universal No No Yes, device specific No Deployment and patch management No Pro only Yes Limited Yes Yes Cloud deployment (no VPN) No Pro only No Yes No With agent module add-on Pre-built packages No Yes Yes Yes No No Training Not required Moderate Moderate Moderate Extensive Not determined
Comparative Business Value Analysis
Pain Point Acronis SmartDeploy Pro PDQ Deploy and Inventory PDQ Connect MS SCCM Atera VPN Dependency Does not alleviate pain point Alleviates pain point Does not alleviate pain point Alleviates pain point Does not alleviate pain point Alleviates pain point Lengthy Setup Time Does not alleviate pain point Alleviates pain point Alleviates pain point Alleviates pain point Does not alleviate pain point Alleviates pain point Patch Management Does not alleviate pain point Alleviates pain point Alleviates pain point Alleviates pain point Does not alleviate pain point Alleviates pain point Diverse Computer Configuration Does not alleviate pain point Alleviates pain point Does not alleviate pain point Does not alleviate pain point Does not alleviate pain point Does not alleviate pain point
Recommended Solution: SmartDeploy Pro
Description
SmartDeploy Pro is a comprehensive software imaging, deployment, and patching solution
Pros
• Increase productivity of End User Support and software deployment
• Reduce image library to only several images
• Cloud deployment and backup (no VPN required)
• Includes 1,500 pre-built packages
• Automate Windows updates
• Monitor software allocation across teams and devices
• Push updates to ensure device compliance
Cons
• N/A
Analysis of Proposed Solution: SmartDeploy Pro
• SmartDeploy Pro is a comprehensive software imaging, deployment, and patching solution that simplifies and accelerates Windows OS and application deployment across any computer device
• It has a library of 1,500 prebuilt packages that offer a layered approach by separating drivers, operating systems, applications, and user data
• SmartDeploy does not require the creating of device-specific images, reducing the footprint of the image library to only several images
• The delivery of images, software, and patches can happen through servers, USBs, and the cloud
• SmartDeploy agent can be installed on all 3000 endpoints across the City (including PD MDTs) to ensure software installation, cloud backup, and restoration that is not VPN-dependent
• Deployment of agents to in-production machines shouldn't take more than 3 weeks
In the following business case, a representation of the efficiency gains from SmartDeploy will be presented.
Security Review
The recommended solution meets the cyber security standards for the City of Durham.
Architecture Review
The recommended solution meets the architectural standards for the City of Durham.
Azure
COD
Local
Recommended Solution - Project Financial Estimate
COST ESTIMATES FUNDING Description Implementation Costs (Hours) Post Implementation Run Costs (Hours)/ KTLO Departmental Funding Amount: $7,917.00 Labor $ (Hours) Internal TS Department: 88 Hours 0 Hours Funding Requested (Y/N): Y Business Analysis 8 hours 0 hours Internal Labor New FTE – Year 1 Costs $0.00 PMO 40 hours 0 hours Project One Time Costs (External) $0.00 EUS 40 Hours 0 hours *Total Project Funding Requested for Year 1 $40,680.00 Asset Run Cost Year $40,680.00 Less savings from old imaging tool $7,917.00 Real Asset Run Cost $32,083.00 Non-Labor $ Software: $40,680 $40,680 Hardware: $0.00 $0.00 * Total Project Funding Requested Year 1 includes New FTE Labor, External Labor and Non Labor
SmartDeploy Pro
Risk Identification
Description of Risk Risk Impact (High/Medium/Low) Mitigated (Y/N) Contingency(Y/N) Vendor performance Low N N Cyber Security Low N N Project Team Turnover Low N N Poor Execution Low N N
Mitigation Risk (Costs)
• N/A
Contingency Risk (Costs)
• N/A
Our ask
We ask the IT Governance Steering Committee to approve the business case for adopting SmartDeploy Pro to streamline the Windows 11 and software deployment projects and improve overall endpoint management.