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What is the Operations Desktop Support (ODS) program?
In 2005, Operations and IT leaders evaluated the financial savings and improved security of centralized purchasing, configuration and installation of standard computer hardware and software. Standardization simplifies decision making, minimizes purchasing and maintenance costs, avoids compatibility issues, and minimizes customer downtime. Having standard inventory on hand helps ensure faster turn around for customers. During the initial years of the program, the program was evaluated. Using a performance metric that was a combination of the average Total Cost of Ownership (TCO) of the workstations, and the satisfaction level of those using the workstations, the program was shown to have accomplished significant cost savings. The TCO included all of the costs over the life of the workstation including: the purchase of the hardware and software; acquisition, cost of centralized file storage, backup and retrieval, support and disposal costs; and the cost of lost productivity resulting from unavailability or other problems while using the workstation; and the cost of dealing with any security incidents. Results showed a marked decrease in the Total Cost of Ownership. At the same time, satisfaction rates remained uniformly high. As a result of the successful pilot, the Operations Desktop Support (ODS) program was born.
ODS provides Mac, Windows, Chrome and iOS primary computing devices and technical assistance for Operations Division (non-science) personnel. Standardizing on hardware and software configurations enables the IT Workstation Support Group to automate configuration and deployment of systems to maximize funding. ODS helps with the planning and implementation of a standard computing infrastructure which is refreshed on a predictable lifecycle with a set cost for effectiveness and efficiency. Participating ODS staff include Operations career, term, guests or contractors, working 50%+ time. For those who work less than 50%, the program can provide a repurpose system re-deploying used inventory saving money. In addition to regularly refreshing systems, the program is responsible for computer security and maintenance, provides Help Desk and field support, and addresses other related computing issues and projects.
It has been documented and tested that standardized hardware, software and configuration processes will gain efficiencies, minimize downtime and maximize dollars in large organizations. Berkeley Lab IT has worked with our computer vendors to obtain the best prices for our standard computer models. This is how the program works:
- Each quarter, we purchase in bulk for better pricing and ensure that the hardware and operating systems are more up to date, see ODS Standard Hardware
- Primary computer refresh requests are initiated for a specific quarter
- Primary computers are set up with standard LBNL security configurations and standard software, see ODS Standard Software
- Primary computers are installed including the installation of specialized customer software and transfer of customer data
- Old computers are taken away to be reimaged and placed in our repurpose computer inventory
- Property transfers are initiated and confirmed
Once a computer has completed its lifecycle, iPads and Laptops every 4 years, desktops every 5 years, the cycle begins again.
ODS Policy FAQ
|Backup||ODS pays for backup using Druva inSync, but encourages users to move data to Google to ensure access to data from anywhere at anytime from any device|
|BigFix||All Windows, Mac, Linux systems utilized by ODS personnel must have BigFix installed|
ODS employees may defer their new computer for up to a year if they are satisfied with their current workstation with an exception of security issues
Loaner workstations are available for short term (up to 3 months) for travel or temp work or while systems are being repaired
|Lost / Stolen|
Workstations lost or stolen will be replaced after a project ID is provided to replace the lost machine
|MFA||All ODS employees must be enrolled in Multi-Factor Authentication (MFA)|
The program provides support for computer moves of one to three people. Larger moves are coordinated through Facilities through their Office Move Request form.
|Repurpose||Computers that have fulfilled their lifecycle and are still viable to be utilized in the field. Repurpose target audience are our scientific divisions, but ODS staff can utilize for special tasks and assignment. ODS personnel are encouraged to utilize Chrome devices for all secondary systems if at all possible.|
|Sophos||All Windows, Mac, Linux systems utilized by ODS personnel must have Sophos installed|
|Termination||When a staff member terminates, the workstation must be returned to Operations inventory. When (or if) the position is replaced, another workstation will be provided.|
ODS Computer Purpose
The ODS program categorize a computer based upon its workstation purpose. Only primary computers get refreshed on a regular lifecycle. Computers can be categorized as follows:
|Primary||Computer used for day to day tasks, such as email and the Web. Owned by Lab staff who can be custodians in property. A person may have only one primary computer, even if they work at two locations.|
|Primary-guest/contractor||Computer used for day to day tasks, by someone who cannot be a custodian: guests, contractors and temporary employees. The computer is typically owned by a supervisor or co-worker, but the guest, contractor or temp employee is designated as the end user in the property database. This computer must see regular use. If it goes for 30 days without a login, (or with logins, but only from those who already have primaries), the program will retrieve it for reuse elsewhere.|
|Primary-shared||Computer shared among several employees, any one of whom would not use the computer for the full day. This computer must also see regular use, so it carries the same policy as a primary guest computer: if it goes for 30 days without a login, the program will retrieve it for reuse elsewhere.|
|Loaner||Computer owned by IT or the custodian division utilized as a loaner system for a specific set of time for a special task|
|Repurpose||Computer returned to ODS that has an expired lifecycle but is still viable to be utilized|
|Secondary||Secondary computer utilized at work or home. Hardware costs are not covered by ODS.|
|Special Task||Computer utilized for a special use such as to run or monitor instruments|
ODS Standard Hardware
ODS Standard Software
Windows 10 Professional
Windows 10 Professional
MacOS 10.13 (High Sierra)
MacOS 10.13 (High Sierra)
The ODS coordinators are the ODS program stewards for their divisions. They help communicate their division needs and set program policies. They coordinate support for new employees and can help facilitate changes on behalf of their staff. They may be called on to help facilitate property transfers with the local property representative.
|EH||Nina Vineyard Horne||510-495-2916||NHorne@lbl.gov|
ODS is overhead funded for Operations. This includes the planned replacement of primary computers, maintenance activity, and all other associated services in support of the program. It does not pay for secondary computers, printers, or specialized instruments.
Support hours are 8AM-5PM with best effort availability 7AM-8AM. Request Support as follows:
- Computer Help
- Send email to Help@lbl,gov with your request
- Call ext. 4357 (510-486-4357) between 9AM-5PM