2.2 The Technician's Role in Different Deployment Models

You should know the following terms

• Centralized IT support
• Cloud-based deployment
• Cloud services
• Distributed IT support
• Imaging
• Script
• Scripted deployment
• Self-serve model
• Portal or App Store

Centralized vs. Distributed IT Support

Your organization may choose aspects of either a centralized or distributed system of IT support. Both systems have advantages and the choice simply relies on the needs and capacity of your organization.

A centralized IT department will implement standardized processes and policies across all schools. They will likely operate a centralized help desk to help improve the efficiency of issue resolution. Resources for staff and students are allocated based on needs.

In a distributed IT system, technicians may provide support on-site in an effort to resolve support issues more quickly. It’s important in a distributed system that IT staff maintain clear communication channels between campuses and the central IT department, often using automated ticketing and documentation systems. It is important in a distributed system that policies and procedures are administered consistently across campuses so that all students and staff that use district-provided resources have an optimal experience with them.

Deployment Models

1. Imaging

Imaging involves creating a standardized image of a computer's operating system and applications, which can then be deployed to multiple devices. This method is often used to quickly set up new devices or refresh existing ones to ensure that all devices have the same configuration, which can reduce compatibility issues.

Imaging can be highly efficient as it can rapidly deploy a fully configured system to multiple devices, even at a distance. It can require some time to create and update images, and users may have less flexibility for individual device customizations or updates, but imaging is a common process IT Departments implement to deploy applications.

Process

1. Create the image. A master image is developed that includes the operating system, drivers, and standard applications. Depending on the size of your department, this may be completed by someone other than a Level 1 Tech.

2. Deploy the image. Use deployment tools (e.g., Microsoft Deployment Toolkit, Ghost) to apply the image to target devices.

3. Configuration. After deployment, perform any necessary configuration and customization.

Role of a Level 1 Technician

• Assist in the imaging process. Level 1 technicians may be asked to help create and update images as needed.

• Deploy images. You may be asked to perform image deployment to new or existing devices.

• Post-deployment configuration. As a part of monitoring and maintaining the deployment, Level 1 technicians may be asked to handle any required configurations after deployment.

2. Scripted Deployment

Scripted deployment uses scripts to automate the installation of software and configuration settings on devices. This method allows for more flexibility and can be tailored to specific needs. This method can be highly customizable and can meet the specific needs of different users. By using automation, manual effort is reduced and scripted deployments are easily scalable for larger deployments.

The scripting process does require someone with scripting knowledge and the ability to test and debug scripts. Scripts should be thoroughly tested before large-scale deployments to avoid errors during deployment.

Process

1. Develop scripts. Write scripts to automate software installation, updates, and configuration.

2. Execute scripts. Run scripts on target devices using deployment tools or locally.

3. Monitor and troubleshoot. Ensure scripts execute correctly and troubleshoot any issues.

Role of a Level 1 Technician

• Execute Scripts. Run deployment scripts on devices.

• Basic Troubleshooting. Identify and resolve common script execution issues.

• Update Scripts. Assist in updating scripts as needed.

3. Self-Serve Model

A Self-Serve Model allows users to install and manage software on their own devices through a centralized portal or app store. This model is often used in environments that want to promote a high degree of user autonomy. Users can feel empowered with the flexibility of being able to install the software they need as necessary. This model can also lessen the load on IT staff for individual software installations. 

In this model, there is less control over software consistency and compliance, and it may increase support requests to handle user issues and questions. If users are able to install unapproved software, it can pose a security risk.

Process

1. Set up and maintain a portal. A team in your department will likely be involved to set up and monitor a self-serve portal with approved software and applications.

2. User access. Users are provided access to the portal to install needed software, often differentiated by role or access level.

3. Support. Offer support for any installation issues.

Role of a Level 1 Technician

• User support. Provide support to users for accessing and using the self-serve portal.

• Troubleshoot issues. Assist users with installation issues and escalate as necessary.

• Portal maintenance. Help maintain and update the self-serve portal.

4. Cloud-Based Deployment

Cloud-based deployment leverages cloud services to deploy and manage software across devices. Cloud services are simply applications that are available through the Internet from service providers and are not housed internally. This model is increasingly popular due to its scalability and ease of management, even for a large number of devices. Cloud-based deployment allows for remote management and updates and can still ensure consistent software deployment and configurations across district-supported devices.

Of course, users will need a reliable Internet connection to take advantage of a cloud-based deployment. Over time, cloud-based services may incur increased subscription fees.

Process

1. Configure cloud services. The IT Department will work with a service provider to set up cloud-based management tools (e.g., Microsoft Intune, Google Admin Console).

2. Enroll devices. Enroll devices in the cloud-management system.

3. Deploy software. Use the cloud platform to deploy and manage software.

Role of a Level 1 Technician

• Enroll devices. Assist in enrolling devices in the cloud-management system.

• Basic configuration. Perform initial setup and configuration of cloud-managed devices.

• Support and troubleshooting. Provide front-line support and troubleshooting for cloud-based deployments.

Summary

Understanding the different models for managed software deployment helps in choosing the right approach based on the specific needs and resources of your school district. As a Level 1 Technician, your role involves supporting these deployment models through initial setup, execution, troubleshooting, and user support. By gaining proficiency in these areas, you will contribute significantly to the efficient and secure deployment of software within your school district.

Complete the following task or self-assessment:

Participate in any internal training sessions offered by your school district to understand your role in your district’s deployment model. If none exist, consider enrolling in relevant external courses or certifications to enhance your knowledge and skills in managed software deployment.

With or without training, you can research industry best practices for managed software deployment to see how they can be applied to your school district. Look for case studies or success stories from other school districts to learn about effective deployment strategies and solutions. Create guidance for your IT Department to improve its deployment process.