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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
|Requesting a Workstation|
Anyone wishing to purchase a laptop, desktop, or iPad from one of IT's new or re-purposed Lab-standard workstations should use this form: Lab-Standard Computer Request Form. All Operations personnel will use this form, except under special circumstances.
IT highly recommends that users deploy Lab-standard models. These are readily available for quick delivery, and we have better tools and expertise available to support these systems.
For any requests OTHER than Lab-standard workstations, please use this form: Custom Computer Request Form. Supervisor approval will be required for non-standard workstations.
IT requires at least 7 days advance notice for all workstation requests. Failure to provide advance notice is likely to result in delays in delivery which may prevent new employees from completing their functions upon arrival.
ODS provides labor at no cost for most workstation support functions, including incident response and the deployment of primary workstations.
ODS will charge standard hourly recharge rates ($100/hr) for project work and additional consulting.
ODS will charge a flat fee of $250 for the deployment of any secondary workstation, including both new and repurposed systems.
All ODS workstations are purchased through the IT division, but are transferred to the stewardship of the assigned custodian's home division.
The assigned user will be the computer's custodian, unless prohibited by policy. In such a case, their supervisor or work lead will be custodian.
All systems are returned to the stewardship of the IT division when returned to IT.
By Lab Property Management policy, the IT division is authorized to transfer ODS assets to and from any Operations steward division and custodian.
|Backup||ODS pays for backup using Druva inSync, Users are also encouraged to store data in Google Drive.|
|BigFix||All Windows, Mac, Linux systems utilized by ODS personnel must have BigFix installed and running in Active Management Mode.|
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 Computers|
Workstations lost or stolen will be replaced after a project-activity ID is provided to replace the lost machine.
|MFA/StrongID||All ODS employees must be enrolled in Multi-Factor Authentication (MFA) and all Windows users must have their computers enrolled in the LBL domain with StrongID installed and implemented.|
The program provides support for computer moves of one to three people. Larger moves are coordinated through Facilities through their Office Move Request form.
Coverage for Primary system only.
All non-primary workstations a project-activity ID must be provided for the hardware costs.
|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.|
|Termination||When a staff member leaves the Lab, or leaves the Operations area, all workstations (including secondary) must be returned to the IT Division's inventory. When (or if) the position is replaced, a new 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 or specialized software.|
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|
News and information about IT Services can be found on the IT Division website, it.lbl.gov.
Support is available Monday-Friday during standard business hours. Contact us by:
Visiting IT Knowledge Base, at faq.lbl.gov
Creating a help ticket at help.lbl.gov
Sending an email to firstname.lastname@example.org
Calling our Help Desk at x4357