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Microsoft Windows Server System Customer Solution Case Study

Motorola Saves Estimated U.S.$11 Million, Increases System Manageability, Reliability

Overview “Thanks to Windows Server System, we have the Country: United States ability to do more with less. Windows Server Industry: Communications System helps us to simplify deployment and Customer Profile management so we can reduce the costs of Motorola has been in business since 1928. With headquarters near Chicago, ongoing operations.” Illinois, the company has become a Steven Bramson, Senior Systems Architect, Motorola global leader in wireless, automotive, and broadband communications. To gain manageability over its decentralized environment, Business Situation Motorola created a single, global department tasked with Motorola needed a way to better manage its global infrastructure and gain greater deploying Microsoft® Windows Server SystemTM, integrated control, reliability, and security, while server infrastructure software with innovations that help reducing costs. companies do more with less. The company consolidated 600

Solution domains into a single Active Directory®–based forest and tree Motorola migrated from Windows NT® Server 4.0 to Microsoft® Windows Server environment with nine child domains, which will further collapse SystemTM, consolidated its infrastructure, to a single child domain. Motorola plans to decrease its Web and implemented a change and configuration management solution. server count by a factor of two or more, freeing servers to be used for other applications. Software updates that formerly took Benefits  Estimated savings of U.S.$11 million in months will be completed in less than a week. Motorola saved annual software deployment more than 247,000 hours implementing more than 800,000  More than 1 million software updates implemented in 2003 software deployments to 65,000 desktops in 2002, and it  Microsoft Systems Management estimates that it saved U.S.$11 million on such deployments in Server server count reduced by 50 percent 2003.  Domains reduced from 600 to 1 “Previously, patches Situation Motorola is a global leader in wireless, Complicating the situation was the and other software broadband, and automotive increasing demand for remote accessibility. changes have taken communications technologies that help “An increasing number of employees are make life smarter, safer, simpler, working remotely, either at home or while several months to fully synchronized, and fun. Sales in 2003 were traveling,” says Steven Bramson, Senior roll out. Motorola U.S.$27.1 billion. Motorola creates Systems Architect at Motorola. Bramson innovative technological solutions that says that the initiative is encouraged in part expects to deploy benefit people at home, work, and on the by the reduced cost of portable computers updates to most move. and the company’s desire to help employees be more productive. “Three systems within a week With 65,000 desktop and portable years ago, our ratio of desktops to portable with Systems computers plus embedded devices and computers was three to one,” Bramson other computers spread across the says. “Now we have two portable Management Server Americas, Europe, Africa, and Asia, computers for every desktop.” 2003.” Motorola realized that the costs and challenges of managing that global The presence of more portable computers Steven Bramson, Senior Systems Architect, infrastructure were climbing rapidly. IT means more remote users, and that Motorola planning and support were handled in a creates a further difficulty for IT highly decentralized way. administrators. Constant access to remote systems is essential, regardless of location. The company was unable to roll out If a new virus or worm is discovered, it is standard configurations across the critical to patch systems as soon as enterprise, or manage those configurations possible. automatically or even centrally. The situation was serious when attempting to For Motorola, updating portable computers update third-party software programs or was even more challenging than updating complete security updates to protect its desktops. Previously Motorola could not Motorola’s enterprise from viruses, install a client on laptops with a low-speed hackers, and other security threats. connection to the network, such as dial-up access. That was a major problem. As an example, a planned server Motorola needed to be able to manage consolidation called for Motorola to change remote systems just as effectively as the WINS (Windows® Internet Naming computers connected on the office Service) addresses on affected servers, a network. procedure that typically required a technician to implement the change on Motorola wanted an efficient way to each machine by hand. To update software manage all of its Microsoft® Windows– on desktop machines, technicians had to based systems, determine the security and visit every desktop, then load the software software status of every machine on the from a CD or map out to a network share. corporate network, and distribute software The process of preparing for software and security patches without disrupting updates was ad hoc, with IT professionals user productivity over slow network having to find ways to make source files connections. available to their counterparts at remote sites, to find servers to support the network Solution shares, and so on. Motorola has approached this major As a result, Motorola is gaining the lower challenge in a series of key steps. First, costs and greater control that come with a Motorola created a single, global IT highly manageable network. It can do more department to tackle the problem. Next, it with less, according to Bramson, because addressed the infrastructure. Motorola the components in its Windows Server began by consolidating domains, moving System–based architecture were designed from the Microsoft Windows NT® Server to work well together. This demonstrates operating system to the Microsoft Windows the integrated innovation of Windows 2000 Server operating system and the Server System. For example, Motorola now Active Directory® service. The company is can conduct system inventories of its now consolidating the environment even 65,000 desktops whenever it wants to, further in a move to the Microsoft Windows identify system update needs, and then

ServerTM 2003 operating system, which will deploy those applications across the mean additional enhancements to enterprise automatically. manageability, reliability, and security. Consolidating the Enterprise Specifically, Motorola is moving its domain To achieve those benefits, Motorola started architecture to the Active Directory service by consolidating its environment. in Windows Server 2003. Change and configuration management is being To consolidate its 600 Windows NT Server Figure 1: The first step in Motorola’s improved by deploying Microsoft Systems domains and workgroups, Motorola used a consolidation was reducing its 600 domains Management Server (SMS) 2003 with series of regional account and resource to seven resource domains and seven support from Microsoft SQL ServerTM 2000 domains and a nearly full-trust model. account domains, with corresponding trust Enterprise Edition. All these products are Figure 1 shows the consolidated Windows relationships. components of Microsoft Windows Server NT domains. More than 600 original

SystemTM integrated server software. domains and workgroups were consolidated to seven main account domains with seven corresponding main resource domains. By June 2000, this implied 70 trusts between the seven account domains and their seven resource domains, as well as 1,098 trusts to the other 300-plus domains. (Figure 1)

Next, Motorola began to migrate from Windows NT Server to the Active Directory service in Windows 2000 Server. Numerous legacy domains were migrated to Active Directory and consolidated into a single Active Directory forest and tree environment. The remaining Windows NT Server resource domains will be migrated during 2004.

In January 2000, the first user account was brought up in the new Active Directory–

based ds.mot.com domain. The migration infrastructure services. Motorola plans to upgrade the remaining Active Directory– based servers in phases, completing the move by the end of 2004.

While upgrading all Active Directory–based servers to Windows Server 2003, Motorola will eliminate the remaining Windows NT domains by migrating them to Active Directory. In addition, the nine Active Directory child domains will be collapsed to a single child domain.

Motorola adopted a standard server environment for its Active Directory–based servers to streamline configuration and deployment, as well as simplify operational management with unified administrative procedures and tools. Motorola has an installed base of Dell PowerEdge 4400 and Figure 2: In the intermediate step in 4600 servers for its standard domain Motorola’s consolidation, account domains controller. to Windows 2000 Server was planned as a were gradually upgraded in place and multiphased effort in which the main eight moved into the core simplified Active One of Motorola’s key decisions was account domains (seven regional, one for a Directory tree. whether to perform a fresh installation or an business unit) were gradually upgraded in in-place upgrade. Motorola decided on an place and moved into the core simplified in-place upgrade, for three reasons: (1) an Active Directory tree. The functionality in-place upgrade did not require an outlay offered by Windows 2000 Server will allow of capital for purchasing new servers, (2) Motorola to further refine its domain the company had done a fresh installation consolidation goal to a single production during its upgrade to Windows 2000 Active Directory domain (ds.mot.com), as Server, and (3) the company has had very well as an empty root (mot.com). Figure 2 good configuration management in place. shows the account domain structure under Windows 2000 Server before consolidation. “The Motorola people have a good handle on what’s on each server, and how each Motorola wanted to take advantage of the one is configured, so there was a strong new technology in Windows Server 2003. likelihood that they wouldn’t be upgrading During early 2003, Motorola upgraded 50 potential problems into the new servers from Windows 2000 Server to environment,” says Steve Terhune, Windows Server 2003. Of the 50 upgraded Principal Consultant with Microsoft servers, 17 were Active Directory–based Consulting Services, which assisted domain controllers spread across two Motorola with the migration. “This made for domains. the perfect situation for an in-place upgrade.” The remaining 33 upgraded servers were member servers running other “Windows Terminal Server for remote are enabling Motorola to consolidate this administration was key for us,” says infrastructure as well. Bramson projects Bramson. “It allowed us to tightly restrict that the environment will consolidate 50 domain-controller management to a small percent, to 100 servers, as Motorola central team. This enabled good completes this portion of the migration. configuration control. We were able to Approximately 75 Microsoft SQL Server conduct remote, in-place upgrades of instances support the solution. servers, thousands of miles away, to Windows Server 2003. Every upgrade has Motorola also plans to add an eighth SMS been flawless.” server to the hierarchy, to which the seven regional servers will roll up. All of the SMS “Also, the command-line tools in Windows servers in the infrastructure will pass data Server let us improve the speed and to the new server at the top of the tree. accuracy of remote systems management,” This will significantly improve overall says Bramson. “For example, we scripted a manageability. The top-level server will Figure 3: With the migration complete, required change of WINS servers so we receive the configuration information from users, computers, and groups in each could remotely update many servers the regional servers. upgraded account domain will be moved into without even having to log on to each one. the single ds.mot.com child domain using The change was made on the fly with no If a regional server goes down and needs delegated administration in organizational reboot required.” to be rebuilt, that system can be restored units. much more rapidly. Changes can now be Completing the Migration made centrally, on the top-level server. Eventually, users, computers and groups in These propagate down through the each upgraded account domain will be infrastructure, which significantly reduces moved into the single ds.mot.com child the amount of administration effort domain using delegated administration in required. Most importantly, global queries organizational units. Figure 3 shows the for all the Windows-based systems projected final state of the Active Directory– managed by SMS can now be made based structure. The resource domains instantly in a single place, without having to also will be collapsed into the new run separate queries on seven regional ds.mot.com domain. The remaining servers and without having to aggregate domains will continue to undergo migration, those seven query results. SMS 2003 collapsing, or both, as applicable. makes this possible.

Deploying Systems Management Server Motorola is continuing to roll out SMS 2003 Meanwhile, for its configuration and change to facilities that enter the infrastructure management solution, Motorola first through acquisition or new construction. adopted Microsoft Systems Management The central team decides whether or not Server version 2.0 in 2000 and then, in new hardware is required. The SMS 2003, began the migration to Systems administrators use Terminal Server, part of Management Server (SMS) 2003. The the Windows Server operating system, to deployment originally contained 200 local gain remote access to each of the globally SMS site servers rolling up to seven dispersed SMS site servers and install the regional servers. SMS software—without leaving their desks.

New features in SMS 2003, such as more Once the server is up, Motorola adds a powerful remote management capabilities, subnet list so that the server will know the so Motorola gets both ease of use and

&ORXG flexibility in its software deployments.

The SMS Server Synchronization Host &DWDORJ 8 SGDWH obtains a list of available patches over the Internet and uses its parsing script to 60 6 3DUVLQJ6FULSW examine the XML-based patch list file (see 6\QFKURQL]DWLRQ 8VHGWR6HOHFW Figure 4). Technicians review the available +RVW 3DWFKHVWR' HSOR\ choices and determine which patches to deploy. The parsing script then points the 60 6 &DWDORJ 8 SGDWHV?,QYHQWRU\7HP SODWH 6LWH6HUYHU chosen updates to the Distribute Software Updates Wizard on the SMS site server, and technicians use the wizard to target

' LVWULEXWH6RIWZDUH8SGDWHV: L]DUG machines for the update (see Figure 5). The wizard downloads the requested patches and creates the software

6RIWZDUH distribution package. The site server then &OLHQW6\VWHP V 8SGDWHV 6RIWZDUH' LVWULEXWLRQ alerts clients of the update’s availability. Technicians can consult Web-based

reports to identify clients that do not Figure 4: SMS 2003 enables Motorola to successfully install the update (see Figure obtain update lists from the Internet, choose 6). boundaries of the network for which it’s updates to install, download and package responsible. Custom scripts then enable the updates, and distribute them anywhere SMS gives Motorola the flexibility to allow the server to connect to clients within that in Motorola’s 65,000-machine managed users to install the update and restart their boundary, creating discovery records of the environment. machines when it’s convenient, rather than client machines and their software confine users to narrow update windows inventories. that might inconvenience users or interfere with business processes. Technicians can From the Microsoft Management Console, set dialog boxes and system tray bubbles with which the IT staff is already familiar, to notify and remind users of the updates at technicians can choose to install the SMS customized times, providing visibility for the client software on all the connected clients need to update while avoiding major or to any subgroup that they create and intrusions into the user’s computing choose. Web-based reports of the experience. installation progress make it easy for technicians to identify any clients for which Benefits the installation was not successful, without With its migration to Windows Server having to visit those clients physically. System, including Windows Server 2003 with Active Directory and Systems Updating Software Management Server 2003, Motorola is To deploy software updates within gaining the benefits of a highly manageable Motorola’s 65,000-machine managed environment. environment, administrators use the Microsoft Software Update Services (SUS) “Thanks to Windows Server System, we features in SMS in a series of processes have the ability to do more with less,” says that combine automation with user choice, Bramson. “Windows Server System helps that Motorola is able to migrate its Active Directory infrastructure to Windows Server 2003 without having to add additional administrators.

By deploying Systems Management Server 2003, Motorola now has the solution to manage its worldwide environment faster, more easily and effectively. The solution inventories Motorola’s 65,000-machine managed network from a central location, reports system update needs, and deploys the appropriate solutions across the enterprise automatically.

“Previously, patches and other software changes have taken several months to fully roll out. Motorola expects to deploy updates to most systems within a week with Systems Management Server 2003,” says Bramson.

That’s a tremendous win for Motorola, one Figure 5: The Distribute Software Updates us to simplify deployment and management that makes employees more productive. Wizard, seen in this partial screen shot, so we can reduce the costs of ongoing They are more likely to be working with the provides an easy, visual way to manage the operations, deliver highly reliable and most current software; colleagues deployment of updates. secure IT infrastructure, and drive new throughout the world are more likely to be capabilities for our future growth. Windows working with the same software versions; Server System delivers the manageability, and the entire enterprise is more secure reliability, usability, and improved security and, thus, more reliable. that our enterprise demands.” Moreover, the IT staff can be more Doing More with Less effective because a standardized desktop Motorola started enjoying the image is easier to support and plan for, manageability benefits of Windows Server making migrations to future technology System as soon as it migrated to Windows more efficient. Systems Management Server 2003. Server is adding significantly to business agility by substantially speeding up the Motorola has a small team that maintains ability to migrate to the most up-to-date the 250 Windows Server–based servers in software. the company’s global domain infrastructure. The team also deploys new One of the many new capabilities that Windows Server–based infrastructure Motorola gains with Windows Server services for the business units. Service System is easier remote management. The availability has to be maintained all day, Advanced Client feature, new in SMS every day. The easy upgrade path means 2003, supports distribution, asset management, and remote troubleshooting Windows Server System delivers huge bottom-line benefits to Motorola. In 2002, with Systems Management Server not yet fully deployed, the company performed more than 800,000 software updates, hotfixes, and security patches to 65,000 desktops, saving 247,000 working hours and $8.6 million. Motorola estimates that the solution will deliver more than $11 million in software distribution savings in 2003.

Beyond savings in software distribution, Motorola is saving in lower support costs, thanks to Windows Server System. SMS 2003 includes a suite of tools to help IT administrators troubleshoot and solve common problems with Windows Server– based configurations from a central location. Motorola is experiencing a reduction in the number of people required to support the desktop, and it’s a benefit that managers are banking on as they push Systems Management Server to do more remote diagnostics.

Motorola’s Asia organization is using SMS —without requiring a fixed set of local to remotely resolve 30 percent of its servers or services. This means that the desktop issues. The entire company is company can manage portable computers experiencing a reduction in issue as users roam between various Motorola escalation because the SMS management offices and their homes. Motorola console helps support staff to troubleshoot administrators are now able to manage and resolve problems more quickly. remote and on-site users without having to Motorola has been able to resolve 17 differentiate between them. percent of worldwide help-desk calls through its Remote Desktop Management Windows Server System is also enabling initiative, enabled by SMS. Motorola to save costs in additional ways. For example, Internet Information Services A more streamlined network, thanks to (IIS) 6.0, part of Windows Server 2003, will server consolidation, also means reduced enable Motorola to reduce its Web server costs for hardware and software and fewer count by a factor of two or more. people required to manage them. The move from SMS 2.0 to SMS 2003 will Estimated $11 Million in Software enable Motorola to cut its SMS server Distribution Savings population by as much as 50 percent, with The global, automated, streamlined associated lower costs for hardware and software distribution process enabled by software in future years. The SMS 2.0 deployment was originally managed by software updates. Importantly, SMS is able about 50 administrators. That number is to confirm successful installation. down to about 12—one administrator for every 6,500 clients—freeing administrators to perform more value-added tasks.

Superior Reporting for Better Decisions Motorola has found that the superior reporting available with SMS provides tremendous value to the company. Up-to- date reports delivered regularly lend added precision to all other system management functions, improving Motorola’s ability to target software deployments and helping with proactive planning, troubleshooting, and system security.

SMS 2003 provides reporting that helps IT make more informed strategic decisions about migrating to new technologies. For example, the company used SMS to find out how much of its desktop environment met the minimum hardware requirements for running Microsoft Windows XP Professional, which became standard in Motorola in early 2003. With more Figure 6: Web-based reports make it easy information at hand, Motorola can decide to identify failed or incomplete distributions of software updates. The circled columns, whether it would be more cost-effective to lower right, summarize the monitoring of upgrade current machines or replace the distribution success and failure. hardware.

Easy Access to Decision-making Information Because preconfigured reports are readily available on the Web, they are easily accessible to both IT administrators and IT management.

SMS combines desktop inventory and software distribution to show which Windows-based computers need critical system and security updates. Systems Management Server substantially reduces the effort required to deploy security fixes. The latest feature pack in SMS significantly saves time because it automatically deals with operating system variations for critical For More Information Microsoft Windows Server System For more information about Microsoft Microsoft Windows Server System is a products and services, call the Microsoft comprehensive, integrated, and Sales Information Center at (800) 426- interoperable server infrastructure that 9400. In Canada, call the Microsoft helps reduce the complexity and costs of Canada Information Centre at (877) 568- building, deploying, connecting, and 2495. Customers who are deaf or hard- operating agile business solutions. of-hearing can reach Microsoft text Windows Server System helps customers telephone (TTY/TDD) services at (800) create new value for their business through 892-5234 in the United States or (905) the strategic use of their IT assets. With the 568-9641 in Canada. Outside the 50 Windows Server operating system as its United States and Canada, please foundation, Windows Server System contact your local Microsoft subsidiary. delivers dependable infrastructure for data To access information using the World management and analysis; enterprise Wide Web, go to: integration; customer, partner, and http://www.microsoft.com/ employee portals; business process automation; communications and For more information about Motorola collaboration; and core IT operations products and services, visit the website including security, deployment, and system at: http://www.motorola.com/ management. For more information about Windows Server System, go to: http://www.microsoft.com/ windowsserversystem/

Manageability and Microsoft's Dynamic Systems Initiative Improving the manageability of solutions built on Windows Server System is a key driver behind the Microsoft Dynamic Systems Initiative (DSI). DSI is a Microsoft-led industry initiative aimed at dramatically simplifying and automating

Software and Services Hardware  Windows Server System  Dell OptiPlex GX1/GX110/GX150 − Windows Server 2003 Enterprise  Dell OptiPlex GX 260 Edition, with Active Directory and  Dell Latitude C600 series Software Update Services  Dell PowerEdge 4400 and 4600 servers − SQL Server 2000 − Systems Management Server 2003  Microsoft Consulting Services (MCS)

© 2004 Microsoft Corporation. All rights reserved. This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR how businesses design, deploy and IMPLIED, IN THIS SUMMARY. Microsoft, Active Directory, Windows, the Windows logo, operate IT systems. DSI focuses on driving Windows NT, Windows Server, and Windows Server System are either registered trademarks or trademarks of Microsoft operational requirements back into IT Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

Document published January 2004 systems at design time and creating a connection that flows from design, to operations, to the end users utilizing a system. Dynamic Systems are composed of applications that self describe their operational characteristics, operating systems that automatically respond to changing business needs and adjust data center resources accordingly, and management solutions that automate administration tasks and allow business policy to drive IT. The end result to your business is dramatically decreased operating costs, improved reliability, and increased responsiveness across the entire IT life cycle.

The Microsoft strategy for delivering on DSI combines a long-term vision with a solid set of near-term product offerings that enable customers to take practical steps toward that vision today. Windows Server System products including Windows Server 2003, Systems Management Server 2003 and the soon to arrive Microsoft Operations Manager 2004 are great ways to get on the DSI roadmap today. For more information about DSI, go to: http://www.microsoft.com/dsi

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