Managed Workplace Setup Guide. On Premise. See All. Manage All. Service All.

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(1)Managed Workplace 2012. Setup Guide On Premise. See All. Manage All. Service All. www.levelplatforms.com.

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(3) TABLE OF CONTENTS Welcome........................................................................................................ vii About this Document .................................................................................................... viii Where To Get More Help.............................................................................................. viii Contact Us ...................................................................................................................... ix Documentation .......................................................................................................... ix Technical Support ...................................................................................................... ix Level Platforms Partner Portal....................................................................................x Chapter 1: Introducing Managed Workplace ............................................. 1 Architecture Overview .....................................................................................................2 Service Center.............................................................................................................3 Onsite Manager ..........................................................................................................4 Device Manager..........................................................................................................6 Application..................................................................................................................6 Key Concepts....................................................................................................................7 Devices........................................................................................................................7 Management Protocols ..............................................................................................7 Website.......................................................................................................................7 Site ..............................................................................................................................7 Monitors .....................................................................................................................8 Alerts...........................................................................................................................8 Policy Modules............................................................................................................8 Groups ........................................................................................................................9 Chapter 2: Planning Your Installation .......................................................... 11 Planning Your Installation For Growth ..........................................................................12 Minimum System Requirements....................................................................................12 Service Center...........................................................................................................12 Onsite Manager ........................................................................................................16 Device Manager........................................................................................................21 Technician’s Computer .............................................................................................22 Performance Tuning Service Center...............................................................................23 Data Volume .............................................................................................................24 What SQL Needs .......................................................................................................24 How to Avoid IO Bottlenecks ....................................................................................25 How SQL Log Files Behave ........................................................................................25 How Much Bandwidth You Will Use .........................................................................26 Chapter 3: Installing or Upgrading Managed Workplace ........................ 27 Installing Managed Workplace......................................................................................28 About Installation .....................................................................................................28 Access to Software....................................................................................................28 Installing Service Center ...........................................................................................28. iii.

(4) Installing Onsite Manager.........................................................................................32 Cloning Onsite Manager ...........................................................................................34 Installing Device Manager ........................................................................................37 Upgrading Managed Workplace ...................................................................................39 About Upgrades........................................................................................................39 Upgrading Service Center .........................................................................................39 Upgrading Onsite Manager.......................................................................................42 Upgrading Device Manager ......................................................................................44 Chapter 4: Post-Installation Tasks ................................................................ 47 Configuring Service Center ............................................................................................48 Configuring the Alert Settings...................................................................................48 Preparing Group Structure .......................................................................................49 Configuring a Modem ...............................................................................................52 Configuring Data Retention ......................................................................................53 Scanning for Devices.................................................................................................53 Configuring Scan Intervals ........................................................................................53 Running an Initial Scan..............................................................................................54 Limiting the IP Addresses to Scan .............................................................................55 Excluding Devices from a Scan..................................................................................56 Scanning Intel® vPro™ Devices .................................................................................57 Running the First MBSA Scan....................................................................................57 Preparing a Site .............................................................................................................58 Configuring SNMP Devices........................................................................................58 Configuring Syslog Devices .......................................................................................58 Configuring WMI Devices .........................................................................................58 Configuring Intel® AMT Devices ...............................................................................61 Configuring Patch Management ...............................................................................62 Chapter 5: Moving Managed Workplace .................................................. 63 About Moving Managed Workplace .............................................................................64 Moving a Service Center ................................................................................................64 Moving an Onsite Manager...........................................................................................66 Moving a Device Manager.............................................................................................67 Chapter 6: Backing Up and Restoring Databases ..................................... 69 Backing Up Databases...................................................................................................70 Configuring the SQL Recovery Model .......................................................................70 Back Up Strategy for Databases................................................................................73 Back Up Strategy for Files .........................................................................................78 Creating Back Ups of the Managed Workplace Databases.......................................79 Creating Back Ups of the Reporting Services Databases ..........................................80 Restoring Databases......................................................................................................81 Restoring Back Ups of the Managed Workplace Databases.....................................81 Restoring Back Ups of the Reporting Services Databases ........................................82. Appendix A: Installation Checklists .................................................. 85 Appendix B: Troubleshooting .......................................................... 89 iv. Setup Guide.

(5) Troubleshooting.............................................................................................................90. Setup Guide. v.

(6) vi. Setup Guide.

(7) WELCOME Managed Workplace takes established technology concepts and standards and provides a sophisticated monitoring and management platform. The hybrid architecture provides the flexibility you need to scale your solution to service any size of customer, using either agentless or agent-based monitoring as appropriate.. vii.

(8) About this Document This document provides detailed information about setting up Managed Workplace.. Where To Get More Help User Guide Contains detailed information about Managed Workplace. It’s designed to be used as a reference in your everyday work. Online Help Contains all the information from the User Guide optimized for use online. Integration Guide: Service Desks Contains the procedures required to integrate Professional Services Automation (PSA) tools or service desks with Managed Workplace. Integration Guide: Backup and Disaster Recovery Contains the procedures required to integrate Symantec Backup Exec and Axcient with Managed Workplace. Integration Guide: Antivirus Contains the procedures required to integrate Symantec Endpoint Protection with Managed Workplace. System Requirements Provides an overview of what hardware and software is required to run Managed Workplace. Release Notes Provides last-minute information about the product and documentation. What’s New To see a demo of what’s new in Managed Workplace 2011 or to read about the key new features, click here. Domain Configuration Document Contains an overview of domain configuration. To see the document, click here. Script Reference Help Describes all the scripts in the script library. To see this information, click here and search for article 2451 “Managed Workplace Script Reference”. (You must log into the Partner Portal to access the Script Reference Help.) Knowledgebase Contains hundreds of articles to help you use Managed Workplace, including self-guided troubleshooting tools, advanced topics, and answers to frequently asked questions. To explore the Knowledgebase, click here. (You must log into the Partner Portal to access the Knowledgebase.) On the Level - Video Series .An online video resource for instruction about Managed Workplace. Click here to view the videos currently available. (You must log into the Partner Portal to access the videos.). viii. Setup Guide.

(9) Training Level Platforms offers a series of live and on-demand technical training courses for all registered Partners. For more information, click here. (You must log into the Partner Portal to access the Training.). Contact Us Documentation We are committed to making your experience with our product the best it can be. If you find any errors or omissions in our documentation, or have suggestions for improving it, write to us: [email protected]. Technical Support Our Technical Support team is committed to delivering best-in-class support to our Partners.. Hours Sunday 10:00 p.m. EST to Friday 10:00 p.m. EST (GMT -5 hours) If you require assistance immediately (outside of the normal support hours), Level Platforms offers a pay-per-incident telephone and e-mail support service.. Call International. +1-613-232-1000. Toll-Free USA & Canada. 1-800-418-0881. UK. 0-800-047-0993. Australia. 1-800-335-283. New Zealand. 0-800-449-775. Ireland. 1-800-550-734. Press 5 for Support. Setup Guide. ix.

(10) Email To contact a representative by email for Service Center outages only [email protected]. Level Platforms Partner Portal Click this link to access the Level Platforms Partner Portal, click and then log in with your Username and Password.. Technical Information To find technical information such as product downloads, performance guidelines, libraries of policy modules, resource library, scripts and predefined reports, log into the Level Platforms Partner Portal and in the main menu, click Technical.. Partner Services To find training information, including live and ‘on demand’ training, a list of courses, course descriptions and a course calendar log into the Level Platforms Partner Portal and in the main menu, click Partner Services. To access Knowledgebase articles and frequently asked questions (FAQ), click Knowledge Base Articles/FAQs located under the Partner Services menu. To view or participate in discussions about Managed Workplace, select Forum under the Partner Services menu.. x. Setup Guide.

(11) C. HAPTER. INTRODUCING MANAGED WORKPLACE This section provides new users with an overview of the Managed Workplace architecture and introduces the concepts you should understand before beginning.. 1.

(12) Architecture Overview Managed Workplace is made up of two components: •. Service Center. •. Onsite Manager or Device Manager. Service Center is installed on one or more servers in your network or in a data center. Service Center is the web-based management application where users perform their work and also the database where all the client information resides. Onsite Manager and Device Managers collect client data and send it to Service Center over the Internet. Use Onsite Manager to collect data and manage many devices. Use Device Manager to collect data and manage a single device. The Onsite Manager performs agentless monitoring, collecting information from all types of IP-based devices, including computers running any operating systems as well as routers, printers and other infrastructure devices. The Device Manager is an agent, monitoring information only from the device upon which it is installed. Both Onsite Managers and Device Managers regularly initiate outbound communications to Service Center to receive new instructions and upload the data that has been collected.. END USER. SERVICE PROVIDER LOCAL INFRASTRUCTURE. SERVICES MANAGEMENT. Home Business. Device Manager SOHO. CLOUD SERVICES Remote Backup • Websites • SaaS • Clouds •. Device Managers. SERVICES ECOSYSTEM. Onsite Manager Service Center. SMB Venture Inc.. ON PREMISE. Device Managers. Onsite Manager. HOSTED. PSA/Help Desks Service Collaboraon • Remote NOCs • Vendor Client Services • •. ABC Midsized Corp.. Device Managers. 2. Onsite Manager. Introducing Managed Workplace. Setup Guide.

(13) Service Center Service Center itself is made up of a database server and an application server. These can either be installed on a single computer or on multiple computers to provide the high performance required for larger deployments. Important: Beginning with a single server deployment and growing to the point where another is required consumes time to migrate the production system, which means downtime for your clients. As such, you may decide to use two servers from the start. Deciding on whether to use a single or dual server installation requires you to predict how busy the system will be. Service Center also integrates with other applications to perform some management activities. For information about the Service Center minimum requirements, see Service Center on page 12.. Database Server The database server uses Microsoft SQL Server to house the Managed Workplace databases: SCData_Default The primary database, containing information that has been collected about your clients’ environments, including Managed Workplace users and user-defined configurations, scripts, reports and other binary files. SCMaster Contains global configuration settings that define how your Service Center operates. MWSessions Used to separate dynamic user sessions from one another so that users do not see each other’s data. The reporting functionality of Managed Workplace relies on SQL Reporting Services and so the following databases are also present: ReportServer is a native database for SQL reporting services. ReportServerTempDB is a native database for SQL reporting services used as scratch space for reporting operations.. Application Server The application server runs a Microsoft .NET Framework web application using Internet Information Services (IIS) as the web server. These websites are created either as New Websites or Virtual Directories: SC The web interface used to view information, work with alerts and tickets, generate reports and launch remote control sessions.. Setup Guide. Introducing Managed Workplace. 3.

(14) SCMessaging The web service for collecting information sent to Service Center by the Onsite Managers and Device Managers. It also contains a service for interacting with other applications, such as Professional Service Automation (PSA) systems. SCMDM The web service for communications with Apple supporting mobile device management for iOS devices. This website is required to use SSL with a certificate signed by a Trusted Root Certificate Authority. The application server uses these Windows Services: Service Center Monitor The listener for the SCMessaging web service, receiving information from Onsite Managers and Device Managers. MW Remote Desktop Handles remote control sessions initiated by Service Center users for devices managed by Onsite Managers not yet upgraded to Managed Workplace 2011.. Other Applications Service Center can optionally integrate with other applications to extend workflow capabilities: PSA applications Provides integration with third-party professional services automation (PSA) systems for comprehensive ticket tracking and issue management. Most partners use a PSA system to assist them with project and resource management. Service Center integrates with the most popular, powerful applications available today, and can also be integrated with custom solutions. See Also Professional Services Automation (PSA) Integration Guide. Onsite Manager Onsite Manager has a database server and an application. It is capable of handling up to 1000 devices, in healthy environments with basic monitoring requirements. As such the database server and the application can reside on the same physical server. Dedicating a server to Onsite Manager is recommended for larger networks and when more thorough or frequent monitoring is required. For an average SMB client, you can typically install Onsite Manager onto a shared server. Best Practice: When deploying a single Onsite Manager to monitor more than 500 devices, start with policy modules for the operating system, and layer in other monitoring, automated tasks, and patch management activity one configuration at a time, keeping track of any changes to the performance of the server at each stage (CPU and disk activity). 4. Introducing Managed Workplace. Setup Guide.

(15) Important: When installing onto a shared server, you must ensure that the resources specified as the minimum system requirements are available during the client’s production hours. (For information about the Onsite Manager minimum requirements, see Onsite Manager on page 16.) Otherwise you are introducing contention for the server’s resources, which can cause both Onsite Manager and its other roles to be performed less than optimally. Best Practice: When there is another option available, you should avoid installing Onsite Manager on Domain Controllers or other mission-critical servers. Web or file servers are favorable when available.. Database Server The database server uses Microsoft SQL 2008 R2 Server Express, included in the installation package, to house the Managed Workplace database: MWData Stores the monitoring rules that have been defined in Service Center, which direct the activities of the Onsite Manager application. It also contains the information about IP addresses and their associated devices.. Setup Guide. Introducing Managed Workplace. 5.

(16) During periods where Internet connectivity is interrupted, monitoring data is queued in the database to be sent to Service Center once the connection has been restored. Best Practice: Install Microsoft SQL 2008 Management Studio Express when you install Onsite Manager so that you have a tool to back up your database, and are ready to receive technical support should it be required.. Application The Onsite Manager application makes use of three Windows services: MWExpertSystem Handles all the querying of managed devices for data, and also listens for data being sent to it, such as SNMP traps or syslog messages. To function correctly, it must run with Administrator privileges to ensure it can gather all the information you are requesting from the devices. MWExpertSystemHelper Uses Microsoft Background Intelligent Transfer Service (BITS) to download large task files from Service Center. OMNetworkService Controls all the remote sessions users launch.. Other Applications Onsite Manager optionally integrates with another application: Windows Server Update Services (WSUS) Provides the capability to manage Microsoft product updates for devices the Onsite Manager is monitoring. An added benefit of this method is you can choose to cache patches locally on the Onsite Manager server, conserving bandwidth when updating Microsoft products.. Device Manager Device Manager is the functional equivalent of the Onsite Manager but monitors and manages a single device only. There is a lightweight database that is bundled with the application for data storage. For information about the Device Manager minimum requirements, see Device Manager on page 21.. Application The Device Manager makes use of a single Windows service: MWExpertSystem Runs under the security context of the Local System account unlike that for the Onsite Managers. Also, because only a single device is being managed, the transfers normally handled by the 6. Introducing Managed Workplace. Setup Guide.

(17) MWExpertSystemHelper and remoting normally handled by the OMNetworkService are included in this service.. Key Concepts Managed Workplace is designed to let you manage many devices easily, and employs common IT standard organizational practices to do so. Having a good understanding of these from the outset allows you to get up and running quickly.. Devices Devices in Managed Workplace are workstations, servers, printers and infrastructure devices. This includes anything that has an IP address and responds to an ICMP ECHO request. Onsite Manager identifies devices by their IP addresses, MAC addresses, DNS names and names provided via any management protocols available.. Management Protocols Managed Workplace collects information about computer networks using a wide variety of technologies, but chief among these are the management protocols Windows Management Instrumentation (WMI) and Simple Network Management Protocol (SNMP). These are used to expose status information about devices to authenticated parties. WMI is available only on Windows operating systems and SNMP is commonly available on routers, firewalls and printers, but is also available on almost all operating systems including Windows.. Website Managed Workplace can also monitor websites in addition to IP-based devices. Onsite Manager performs the monitoring, so the websites can be on the Internet or local to the client’s network.. Site A Managed Workplace site is a logical container for devices and websites. Most typically this will be a single physical location for one of your clients, but may also be multiple locations using Device Managers.. Setup Guide. Introducing Managed Workplace. 7.

(18) Monitors Monitors are rules for sampling information from a device, applications running on a device or website. The rules define what data should be collected, when to collect it and how frequently it is sampled. The following types of monitors are available: •. Device Availability. •. Device Warranty. •. Bandwidth. •. Windows Events. •. Performance Counters. •. Windows Services. •. Network Services. •. SNMP. •. SNMP Traps. •. Syslog Messages. •. Website availability, performance and content search. •. AMT Events. •. Patch Status. •. MBSA Reports. •. SCE. •. Custom log Content. Alerts Alerts are an event that is triggered when data being monitored crosses a userdefined threshold. Alerts are displayed on the Central Dashboard in Service Center, but can also be configured to generate an email or contact a pager and create a trouble ticket. Alerts for some monitor types can be configured to selfheal, which means they automatically clear when the condition causing the alert is no longer true.. Policy Modules Policy modules are sets of monitor and alert configurations for a specific device or application. Managed Workplace comes with over 400 policy. 8. Introducing Managed Workplace. Setup Guide.

(19) modules for popular technologies, which lets partners get up and running quickly. Level Platforms designs these policy modules to meet the needs of most partners under the widest range of circumstances, but it is still important for you and your team to be familiar with the rules in all policy modules you have applied. This helps ensure that all monitoring you want to happen is in place. Policy modules for some products, notably Microsoft operating systems, come in baseline and full versions. The baseline versions are appropriate for new users who are looking to monitor only the most critical information available. Using the full version of these policy modules will generate significantly more alerts, which new users may find challenging to manage. Policy modules can be applied to devices or groups of devices. Note: Using the full versions of policy modules may result in more database space being used. Best Practice: Meet with your team on a weekly basis to review active policy modules. You may find that alerts are being generated for events that are outside your Service Level Agreement with your clients, which can be disabled to reduce noise. Alternatively, you may need to add monitors and alerts for situations not covered by default in the policy module.. Groups Groups are containers that allow you to manage many similar devices. You can apply policy modules, run automated tasks and generate reports at the group level. There are two kinds of groups you can create:. Setup Guide. •. Service groups contain devices from one or more client sites and can be used to manage similar devices across multiple sites.. •. Site groups contain only devices from a single site and can be used to manage devices on one site only.. Introducing Managed Workplace. 9.

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(21) C. HAPTER. PLANNING YOUR INSTALLATION This section provides you with the minimum system requirements for Managed Workplace components. More importantly, guidance is provided to help you predict the hardware and deployment choices you will need as your managed services practice grows.. 11.

(22) Planning Your Installation For Growth As you grow your managed services practice, hardware requirements will also grow beyond the stated minimum system requirements. This section provides you with information about how to predict your future requirements and optimize your initial deployment accordingly. Performance characteristics are a function of load so Level Platforms provides sizing recommendations for any deployment at no charge. We will never withhold support but may declare an issue unresolvable if we determine it to be a result of underpowered hardware.. Minimum System Requirements Service Center Service Center is resource-intensive. This means production systems should be dedicated to Managed Workplace. Sharing a server with other applications results in contention for resources, particularly disk throughput, which can significantly impact the performance of all applications on the server.. Hardware Memory and disk space requirements listed in this section must be dedicated to Service Center, so additional resources are required for the server operating system and any other roles performed. All Service Center configurations require the following:. 12. •. 2 GB free space in the system partition as listed in the table. •. Minimum hardware requirements as listed in the table. Occupancy. Hardware Minimums. 1 - 5 sites (1 - 150 devices). •. 2.8 GHz dual core CPU with 2 GB ram. •. 20 GB disk space in the data partition. 5 - 25 sites (150 - 650 devices). •. 3.0 GHz quad core CPU with 3 GB ram. •. 2 physical disks. •. 60 GB disk space in the data partition. Planning Your Installation. Setup Guide.

(23) Occupancy. Hardware Minimums. 25 - 50 sites (650 - 1300 devices). •. Two servers recommended. •. Application server: 2.8 GHz dual core CPU with 3 GB ram. •. Database server: 2.8 GHz quad core CPU with 4 GB ram, 3 physical disks and 120 GB disk space in the data partition. •. Two servers required. •. Application server: 2.8 GHz dual core CPU with 4 GB ram. •. Database server: 2.8 GHz quad core CPU with 8 GB ram, 3 physical disks and 240 GB disk space in the data partition. •. Two servers required. •. Application server: 2.8 GHz quad core CPU with 8 GB ram. •. Database server: 2.8 GHz quad core CPU, 16 GB ram, 5 volumes:. 50 - 100 sites (1300 - 3000 devices). 3,000 - 10,000 devices. Setup Guide. •. Disk 1 - OS, SQL, Page File. •. Disk 2 - 350 GB Raid 10, DB .mdf files. •. Disk 3 - 100 GB Raid 1, DB .ldf files. •. Disk 4 - 100 GB, Raid 1, Temp DB. Data file spread on 2 physical files (one .mdf and one .ndf of 40 GB each. •. Disk 5 - 500-100 GB RAID 1, SQL Backups. Planning Your Installation. 13.

(24) Occupancy. Hardware Minimums. 10,000 - 25,000 devices. •. Two servers required. •. Application server: 2.8 GHz quad core CPU with 8 GB ram. •. Database server: 2.8 GHz quad core CPU, 32 GB ram, 5 volumes: •. Disk 1 - OS, SQL, Page File. •. Disk 2 - 500 GB Raid 10, DB .mdf files. •. Disk 3 - 100 GB Raid 1, DB .ldf files. •. Disk 4 - 150 GB, Raid 1, Temp DB. Data file spread on 2 physical files (one .mdf and one .ndf of 60 GB each. For more information, see Performance Tuning Service Center on page 23.. Software All the software listed in this section has passed performance testing with Managed Workplace 2012. While it may be possible to install on other flavors of Windows or other required applications, it is not recommended because support may be limited for any products not explicitly listed. Installation The following installer is supported: •. Windows Installer 4.5. Operating System Managed Workplace will install natively for either 32- or 64-bit versions of the server operating system. When installing on a 64-bit operating system, all required software components must be installed in 64-bit mode. The following operating systems are supported:. 14. •. Microsoft Window Server 2011 (Small Business Server). •. Microsoft Windows Server 2008 SP2 or Windows Server 2008 R2 (Web, Standard, Small Business Server, Enterprise and Datacenter). •. Microsoft Windows Server 2003 SP2 or Windows Server 2003 R2 (Web, Standard, Small Business Server, Enterprise and Datacenter). Planning Your Installation. Setup Guide.

(25) Note: Small Business Server is not recommended for Service Center installations outside of very small production or staging environments. Note: Windows 2008 is required to support Mobile Device Management for iOS devices. Application Framework The following application frameworks are supported (both must be installed): •. Microsoft .NET Framework 3.5 Service Pack 1. •. Microsoft .NET Framework 4.0. Web Server The following web servers are supported: •. Microsoft Internet Information Services 6, 7, and 7.5. •. .NET Framework 2.0 with .NET Framework 4.0. Notes: •. When using SSL with IIS 7.x, the web server must be configured to Ignore client certificates. This is the default setting.. •. A third-party SSL certificate is required in order to offer mobile device management for iOS products.. Database Server The following database servers are supported: •. •. Microsoft SQL Server 2008 SP1 or R2 with Reporting Services (Standard and Enterprise) with •. Microsoft SQL Server 2008 Management Objects. •. Microsoft SQL Server 2008 Native Client. Microsoft SQL Server 2005 SP2 with Reporting Services (Standard and Enterprise) with •. Microsoft SQL Server 2008 Management Objects. •. Microsoft SQL Server 2008 Native Client. Note: Microsoft SQL Server 2008 Management Objects are installed on the application server. Important: Virtualization of SQL Server with Managed Workplace is not supported because of disk I/O concerns. Managed Workplace is considerably more resource intensive than an average database, and virtualization adds a. Setup Guide. Planning Your Installation. 15.

(26) prohibitively significant amount of complexity to deployment and troubleshooting. Data Centers typically encourage real hardware except where databases serve light applications such as blogs. Important: For performance and management reasons, the Service Center database should be housed in its own database instance. All future versions of Managed Workplace will require a dedicated instance. Mail Server Managed Workplace will work with any SMTP server. Authentication and port options are configurable. Web Browser •. Microsoft Internet Explorer 7 and 8. Network Requirements The following lists the networking requirements for Service Center: 80 TCP inbound Access to the SCMessaging and SC websites over HTTP. 80 TCP outbound Access to the Level Platforms license server and WSUS meta data server. 443 TCP inbound Access to the SCMessaging and SC websites over HTTPS. 7780 TCP inbound Access to the Mobile Device Management tunnel service. 1433 TCP outbound Access to the database server. 2195 TCP outbound Access to Apple web service (gateway.push.apple.com) for mobile device management feature. 2196 TCP outbound Access to Apple web service (feedback.push.apple.com) for mobile device management feature.. Onsite Manager Onsite Manager is not typically resource-intensive, but can be under some circumstances. Dedicated Onsite Manager servers are recommended for larger sites to avoid resource contention impacting the performance of Onsite Manager or other roles the server performs.. Hardware Memory and disk space requirements listed in this section must be dedicated to Onsite Manager, so additional resources are required for the server operating system and any other roles performed. 16. Planning Your Installation. Setup Guide.

(27) All Onsite Manager configurations require the following: •. 3 GB free space in the system partition. •. 4 GB free space in the database partition. •. 30 GB free space for storing Microsoft updates if storing patches locally. •. Minimum hardware requirements as listed in the table. Size of Site. Hardware Minimums. SOHO (5 devices or 1 server. •. 2.0 Ghz CPU with 1.5 GB ram. Small (15 devices, including 1 server). •. 2.0 GHz CPU with 2 GB ram. Medium (75 devices, including 15 servers). •. 2.8 GHz CPU with 2 GB ram. Large (256 devices, including 30 servers). •. 3.0 GHz CPU with 4 GB ram. Enterprise 1 (500 devices, including 50 servers). Please contact Level Platforms technical support for assistance in optimizing configuration. Multiple Onsite Managers or combinations of Onsite Managers and Device Managers may be used.. Enterprise 2 (1000 devices including 100 servers). Software All the software listed in this section has passed performance testing with Managed Workplace 2012. While it may be possible to install on other flavors of Windows or other required applications, it is not recommended because support may be limited for any products not explicitly listed.. Setup Guide. Planning Your Installation. 17.

(28) Installation The following installer is supported: •. Windows Installer 4.5. Operating System Managed Workplace will install natively for either 32- or 64-bit versions of the server operating system. When installing on a 64-bit operating system, all required software components must be installed in 64-bit mode. The following operating systems are supported: •. Microsoft Windows Server 2011 (Small Business Server). •. Microsoft Windows Server 2008 SP2 or Windows Server 2008 R2 (Web, Standard, Foundation, Small Business Server, Enterprise and Datacenter). •. Microsoft Windows Server 2003 SP2 or Windows Server 2003 R2 (Web, Standard, Small Business Server, Enterprise and Datacenter). •. Microsoft Windows Home Server. •. Microsoft Windows 7 Professional or Ultimate. Note: Windows 7-based Onsite Managers are restricted to managing a maximum of 15 devices. Note: Windows 7 is limited to a single user session. Installing Onsite Manager requires that it be dedicated to Managed Workplace to prevent remote desktop protocol (RDP) sessions from logging out a user. Only one RDP session can take place at any time. Note: Windows 7 is not supported by Microsoft Windows Server Update Services. Patch management will be restricted to computers managed by Device Managers at a site. Database Server Onsite Manager installs a dedicated instance of Microsoft SQL Server 2008 R2 Express. The dedicated instance name is required. Note: Previous versions of Onsite Manager supported other SQL versions. When upgrading a legacy version installed on another SQL version, the original database server is retained. Note: Previous versions of Onsite Manager supported the use of remote database servers. Managed Workplace 2011 requires the database be local to the application server.. 18. Planning Your Installation. Setup Guide.

(29) Best Practice: Installing Microsoft SQL 2008 Management Studio Express, available in the Managed Workplace 2011 disk image, provides an interface to take back ups and interact with the database. This install also requires Microsoft PowerShell 1.0, also available. Application Framework The following application framework is supported: •. Microsoft .NET Framework 4.0. Patch Management Server The following patch management server is supported: •. Microsoft Windows Server Update Services 3.0 SP2 (Microsoft .NET Framework 3.5 SP1 is also required). Note: This optional component is only required if the site will be using patch management for devices managed by an Onsite Manager, and is running a server class operating system. Web Server The following web servers are supported: •. Microsoft Internet Information Services 6, 7 and 7.5. Note: This optional component is only required if the site will be using patch management for devices managed by an Onsite Manager. External Network Requirements The following table lists the networking requirements for Onsite Manager.. Setup Guide. Default Port. Purpose. 80 TCP outbound. Communicating with Service Center over HTTP and using BITS. 443 TCP outbound. Communicating with Service Center over HTTPS and using BITS. Planning Your Installation. 19.

(30) Notes: Sites with an Onsite Manager contact a web service at www.whatismyip.com regularly to determine the Internet facing external IP address. Internal Mandatory Network Requirements These ports must be open between Onsite Manager and the managed devices for discovery and monitoring. If SNMP or syslog monitoring is not taking place, the associated ports do not need to be open. Inbound and outbound qualify the direction between Onsite Manager and the managed devices, not the Internet.. 20. Default Port. Purpose. 53 UDP inbound and outbound. Domain Name System (DNS) resolution. 135 and 445 TCP inbound and outbound. WMI monitoring. 161 TCP and UPDP inbound and outbound. SNMP monitoring. 162 UDP inbound. Receiving SNMP traps. 514 UDP inbound. Receiving syslog messages. 3389 TCP outbound. OM Utilities, AMT console, and Web Console remote sessions operating via RDP. 6996 TCP inbound. Receiving communications from Device Managers. Planning Your Installation. Setup Guide.

(31) Default Port. Purpose. 16992 TCP outbound. Connection to Intel® vPro™ AMT consoles. 16994 TCP outbound. Connection to Intel® vPro™ AMT consoles using iKVM. Internal Optional Network Requirements These ports must be open between Onsite Manager and the managed devices for the corresponding features to function correctly. If a specific remote control solution is not being used for the site, its port does not have to be opened. If patch management is not taking place, the WSUS port does not have to be opened. Inbound and outbound qualify the direction between Onsite Manager and the managed devices, not the Internet. Port. Purpose. 22 TCP outbound. Secure Shell (SSH) remote control. 23 TCP outbound. Telnet remote control. 80 and 8350 TCP outbound. Connection to web consoles. 3389 TCP outbound. Remote Desktop Protocol (RDP) remote control. 5900 TCP. Virtual Network Computing (VNC) remote control. outbound 16992 TCP outbound. Intel® Active Management Technology management traffic for Intel® vPro™. Device Manager Hardware Device Manager requires the following:. Setup Guide. Planning Your Installation. 21.

(32) •. P4 CPU or better. •. 100 MB free in the system partition. Note: When there is no Internet connection, Device Manager keeps collecting information. This information queues to send to Service Center when a connection is restored. It is possible to queue up to a maximum of 2GB but this would require extensive monitoring over a period of several weeks or longer with no Internet connection. Typical database size is no greater than 20 megabytes.. Software Managed Workplace will install natively for either 32- or 64-bit versions of the server operating system. All versions of the following operating systems are supported, unless otherwise noted: •. Microsoft Windows Server 2011 (Small Business Server). •. Microsoft Windows Server 2008 or Windows Server 2008 R2 (Web, Standard, Small Business Server, Enterprise and Datacenter). •. Microsoft Windows Server 2003 or Windows Server 2003 R2 (Web, Standard, Small Business Server, Enterprise and Datacenter). •. Microsoft Windows Home Server. •. Microsoft Windows 7 Professional or Ultimate. •. Microsoft Windows Vista Business or Ultimate. •. Microsoft Windows XP Professional. Application Framework The following application framework is supported: •. Microsoft .NET Framework 4.0. Technician’s Computer A technician’s computer requires the following: •. 22. browser (recommend Internet Explorer). Planning Your Installation. Setup Guide.

(33) Browser and Operating System Support for Remote Control and Remote Tools This table identifies what feature works in which browser: Browser. Remote Control. Remote Tools. Internet Explorer. Yes. Yes (plugin). Google Chrome. Yes (plugin). Yes (plugin). Mozilla Firefox. Yes (plugin). Yes (plugin). Apple Safari. No. Yes (plugin). Note: Remote control will fail if you are prompted for a plugin and choose not to install it. If you also select the Don't Show this Message Again check box, you will not be offered the choice to install the required plugin on subsequent attempts, and the connection will fail without further messages. To be prompted for plugin installation again, you must remove the cookies for the Service Center site and then install the plugin when prompted. This table identifies what feature works in which operating system: Operating System. Remote Control. Remote Tools. Windows. Yes. Yes. Non-Windows. Yes (requires the server software for the selected protocol). No. Note: The remote tools are not supported on Windows 2000 computers because .NET 3.5 is required on the target device. Windows 2000 does not support .NET 3.5.. Performance Tuning Service Center To optimize your Service Center performance, you must understand how to manage your infrastructure so that the enormous amount of data processing that occurs does not create bottlenecks.. Setup Guide. Planning Your Installation. 23.

(34) Data Volume The rate of continuous data processing in Managed Workplace is dependent on the amount of sites and devices you manage, the frequency and scope of your monitoring, and the health of the managed devices. For example, a single healthy device can generate 2500 events or traps per month. Add to this 20 performance counters sampled every 15 minutes and consider this typical across 20 sites with 25 devices each, and you’re processing 30 million records per month. You manage how much data is collected by using alert dashboards and reporting to find unhealthy managed devices quickly. Prioritizing their remediation means restoring the amount of records collected for these devices to normal levels quickly. Consider also how much customer data you need to retain. The default retention in On-Premise Managed Workplace is 400 days. If your Service Level Agreements do not require you to keep this much information, you may decide to limit this further. Review the policy modules you use with your team regularly. This will familiarize your technicians with the data available to them, and provide opportunities for them to suggest monitoring that can be disabled as unnecessary for your needs or added to improve your service.. What SQL Needs On single server deployments, one-quarter of CPU resources are consumed by Service Center’s web service (Service Center Monitor) and three-quarters by SQL server. This is under normal operating conditions and assumes the server performs no other roles. Using a modern, multi-core processor ensures that adequate processing power is available to handle all operations. Choosing a 64-bit processor will also provide benefits by permitting more memory to be installed on the server and reserved for Service Center Monitor. Service Center Monitor cannot use more than 2 GB ram on 32-bit Windows or 4 GB ram on 64-bit. However, Microsoft SQL Server will typically consume as much memory as is it can. This lets more database indexes to be cached in memory, improving overall performance. For example, on a server with 6 GB of memory, 1.5 GB will be used by Windows and running applications, up to 2 GB will be used by Service Center Monitor, and the remaining memory will be employed for caching of indexes used by dashboards and reporting. So a single server deployment essentially must use a 64-bit operating system to avoid having greatly reduced memory available to SQL along with increased IO contention from the resulting paging.. 24. Planning Your Installation. Setup Guide.

(35) Another way to make sure that SQL gets the resources it needs is to use a database server separate from the Service Center application server. Between the two servers, SQL will do more work, so it should be installed on the more powerful system. As a best practice, install twice as much memory on the database server than is available on the application server.. How to Avoid IO Bottlenecks Most database applications have many more read transactions than writes. For Managed Workplace, this situation is reversed. As data from many sites are delivered to Service Center continuously, 90% of the SQL activity is handling the writes. Windows memory management (system paging) generates disk IO activity, which competes with database IO, and can decrease Service Center performance when sufficient hardware resources are not available. When you start out using Managed Workplace, you will probably have only a few sites reporting in, making this competition much less significant. But as the overall occupancy increases so will the memory usage, meaning disk contention must be managed. As such it is recommended that you manage your hardware resources with future growth in mind. Since disk IO is the greatest potential bottleneck, their effective use is where you can realize the most gains. A single disk being used for SQL data, logs, and system paging will experience significant IO contention. The only way to go faster than a single disk is to add more disks and controllers, and to distribute the activity across them all.. How SQL Log Files Behave Database logs are important to SQL Server for higher IO performance and reliability. Transactions are written to the SCData_Default.LDF log file first and then committed to the SCData_Default.MDF database file. Service Center Monitor continues processing other things while SQL is busy committing the transactions. If there are failures for any reason, SQL Server will use the information in the log to ensure that data integrity is not affected. To ensure continued efficiency, SQL Server does not release the disk space consumed by the log file when the space in the file is cleared by committing transactions. This means that the log file will plateau eventually, only increasing in size as new monitoring is applied, or current monitoring expanded by the addition of new sites and devices. You may also see a jump in disk footprint when there are unhealthy devices under management, which typically produce more data than healthy ones.. Setup Guide. Planning Your Installation. 25.

(36) The actual disk space consumed is reclaimed by database shrink operations, either on their own or as part of back up or maintenance routines. When sufficient space exists on the data drive, you should avoid manually shrinking the database as more CPU will be used to grow the log file back to the normal size. However, in low-disk space emergencies or following reduction in monitoring you may want to run manual shrinks to reclaim the disk space. Service Center supports two SQL Server recovery models, and the behavior of the logging for each is distinct: •. Simple recovery. •. Full recovery. Using the simple recovery model, the log file contains only transactions not yet written to the database. This is the easier model to manage, sufficient for most Partners’ needs, but means that data will be lost between the point of failure and the most recent back up. Full recovery should only be configured if back ups will be done at least daily. In this model anything written to the database is kept in the log file until it is backed up, otherwise it will continuously grow until there is no available disk space. The benefit is that there is no potential for any data loss, because the log file contents can be recommitted against a restored database.. How Much Bandwidth You Will Use Most telecom carriers offer broadband and narrowband service. Both are compatible with Managed Workplace, but broadband will usually be a better choice. This is because it is the newer technology and is optimized for data communications as opposed to voice. Broadband rates are also generally cheaper than narrowband for the same speed. When choosing a broadband provider, you will also want to investigate whether the service is asymmetric or symmetric. Symmetric connections use the same data rate in both directions. If your Internet access bandwidth is shared between Service Center and other applications, reserve some bandwidth for those applications when determining your sizing needs. A useful guide is to reserve 125 Kbps per 100 devices, with 125 Kbps being the minimum.. 26. Planning Your Installation. Setup Guide.

(37) C. HAPTER. INSTALLING OR UPGRADING MANAGED WORKPLACE This section provides the procedures you must follow to install or upgrade Managed Workplace.. 27.

(38) Installing Managed Workplace About Installation Level Platforms provides installation assistance for Service Centers and your first Onsite Manager. The appointment is booked by your Partner Development Manager (PDM). Please review all documentation prior to performing an installation so that you are familiar with the procedures involved.. Access to Software Managed Workplace installation packages are available on the Level Platforms Partner Portal. Your PDM provides you with a login and password so that you can download the installers. The packages available for download include the following: Managed Workplace disk image An ISO file that contains all the files for installing or upgrading Service Center and Onsite Manager, as well as all required redistributables (MBSA, WSUS, .NET). You can burn this using many free and commercial packages, including the Windows Disc Image Burner. You can also mount the image in virtualization applications or extract the contents using 7zip or Winrar. Service Center installer A smaller download than the Managed Workplace disk image, but does not contain any redistributables. If a component is missing from the computer you are installing to, you can use a download link to fetch it. Onsite Manager installer Does not contain any redistributables, but will check for any missing components and will provide a link to download the product on Microsoft's website. Onsite Manager appliance installer Used with Microsoft’s System Preparation utility to create an image to clone Onsite Managers. It is otherwise identical to the Onsite Manager installer.. Installing Service Center Before proceeding, ensure that. 28. •. the server meets Service Center system requirements for the expected monitoring load.. •. the user account performing the installation must have Domain or Local Administration privileges, as applicable.. Installing or Upgrading Managed Workplace. Setup Guide.

(39) •. all Microsoft installation source files are available.. •. all Managed Workplace installation source files are available locally.. •. you have your VAR code so you can complete the registration. Your PDM provides this, and it is the same as your account number.. Should you encounter any kind of failure during the installation process, restart the installer and allow it to continue. If you experience a subsequent failure, contact Level Platforms Technical Support for assistance and have the following setup log files available: •. LpiSetups.log. •. ConfigureOnsiteManager.log. All log files are located in %SystemDrive%\Program Files\Level Platforms\ LpiSetupLogs. For registration failures, provide all log files from the Service Center installation directory.. Setup Guide. 1. Double-click SetupSC.exe to launch the Service Center installer. Or, if you are installing from the disk image autorun, click Install Service Center.. 2. Click Verify Required Components to confirm software requirements. Install any missing components by clicking the links presented, if any.. 3. Under the Options section, select the Install Service Center check box.. Installing or Upgrading Managed Workplace. 29.

(40) 4. If you would like to have the installer create common Service Groups and apply policy modules to them, select Configure Basic Monitoring Service.. 5. Click Install Service Center.. 6. Click Next.. 7. Choose to Accept the license agreement and click Next. If any required Windows services are not running, you will be prompted to start them at this point. Also, if you are presented with the option, click Configure to update IIS and ASP.NET to work with Managed Workplace.. 8. 9. Indicate where you want to create the Service Center databases by selecting Local machine or Remote machine. Click Next. •. If you select Remote machine, the SQL Server Login dialog box opens. Choose the target SQL Server from the list. Enter the SQL login and password and click OK. The account must have the server role System Administrator and Database Creator privileges. Click Next.. •. If you select Local machine, choose an SQL instance to which the database will be created. Click Next.. Click Browse to review the installation path and, if required, select a different location. Click Next.. 10 Choose whether a proxy will be used. If using a proxy server, do the following: a. Enter the Address, Port, Username and Password.. b Define the authentication type by selecting either Basic, Digest or Negotiate. c. Click Next.. 11 Indicate how you want the Service Center websites to be created by choosing either Virtual Directory or New Website. Click Next. Note: If the computer is a Domain Controller, the only option you will have is to create virtual directories. •. If using a virtual directory, select the parent website and enter Virtual Directory Name. Click Next.. •. If using a new website, enter the URL for Service Center. A corresponding DNS entry is required to view the site. Click Next.. The Public Service Center Communication Settings dialog box opens.. 30. Installing or Upgrading Managed Workplace. Setup Guide.

(41) 12 Enter the following information: a. Public facing Service Center URL, which is the URL for Service Center, that must also be accessible from the Internet in order for Device Managers to obtain configuration information.. b Public SCMessaging URL, which is the URL used by the Onsite Managers to report and send data to Service Center. 13 Write the URL down because you will need it later when you install the Onsite Manager. Click Next. 14 Click Install. 15 Once the wizard completes, click Continue to begin the Report Configuration Wizard. 16 Indicate where Microsoft SQL Reporting Services is installed by selecting either Local Machine or Remote Machine. •. If you selected Local Machine, click OK. Select the check box for the Reporting Services Instance and click OK.. •. If you selected Remote Machine, select the machine where the SQL Reporting Services is installed. Enter a User Name and Password for a Local or Domain Administrator. If you are using a Domain Administrator, include the Domain in the User Name (such as, Domain\User). Click OK. Select the check box for the Reporting Services Instance and click OK.. The Select a Report Server dialog box opens. 17 Select the check box for an SQL instance and click OK. 18 Click OK when advised that Report Server configuration succeeded. 19 The Register Service Center dialog box opens. Enter identifying information in the Company Information and Contact Information sections. 20 Type your VAR Code and then click Register. 21 Click OK when notified database creation may take several minutes. 22 Click OK to complete the installation when advised that Service Center was successfully registered. 23 Click Exit to close the installer. 24 Start Service Center and login with the default account Admin (no password required). Best Practice: Create a password for the Admin account. In the Status Pane along the top left-hand corner of Service Center, click Edit Profile. When the Setup Guide. Installing or Upgrading Managed Workplace. 31.

(42) User Configuration dialog box for the account opens, click Reset Password and enter and confirm a strong password, saving when you have done so.. Installing Onsite Manager Before proceeding, ensure that •. the installation server meets Onsite Manager system requirements for the expected monitoring load.. •. the user account performing the installation must have Domain Administration privileges. If you are not installing in a Domain, the account must have Local Administrator privileges.. •. all Microsoft installation source files are available.. •. all Managed Workplace installation source files are available locally.. Should you encounter any kind of failure during the installation process, restart the installer and allow it to continue. If you experience a subsequent failure, contact Level Platforms Technical Support for assistance and have the following setup log files available: •. LpiSetups.log. •. ConfigureOnsiteManager.log. All log files are located in %SystemDrive%\Program Files\Level Platforms\ LpiSetupLogs\.. Performing the Onsite Manager Installation 1. Double-click SetupOM.exe to launch the Onsite Manager Installation Wizard.. 2. In the Options section, select the Install Onsite Manager check box. If you are managing updates for the site, also select the Configure Patch Management check box.. 3. 32. Click Verify Components to confirm the server meets the software requirements. Install any missing components. •. Windows Installer 4.5 requires a reboot after installation. You will be given the opportunity to cancel the installation to avoid rebooting at inappropriate times.. •. SQL Server 2008 R2 Express will prompt you for the sa account password, and then install a dedicated instance for Onsite Manager, LPIMWOMEXPRESS.. Installing or Upgrading Managed Workplace. Setup Guide.

(43) •. Windows Server Updates Services (WSUS) 3.0 SP2, you must select Full Server installation, when prompted. Choosing to install WSUS will also install the Internet Information Services (IIS) dependency, if it is not present on the server.. •. SQL Server Management Studio 2008 R2 Express is an optional install, but is recommended for interacting with the Onsite Manager database for technical support and maintenance. It requires PowerShell which may require a reboot.. 4. Click Install Onsite Manager.. 5. If discovered, you can choose to integrate with the local WSUS. Click Next to proceed or click Skip to bypass the integration.. 6. At the Welcome page, click Next.. 7. Choose to Accept the license agreement and click Next.. 8. Review the installation path. If required, click Browse to select a different location. Click Next.. 9. Click Install.. 10 Click OK when advised Patch Management configuration has been successful, if applicable. 11 When the installation is compete, click Continue to move onto the configuration phase.. Configuring and Registering Onsite Manager The Configure Onsite Manager utility opens at the end of the installation process, or can be launched manually at a later time from the Level Platforms Start Menu program group. 1. In the Windows Service Account section, type your User Name and Password and then confirm your password. For important information about the required group membership for this account, see Configuring WMI Devices on page 58.. 2. Click Next.. 3. Onsite Manager will automatically use any proxy which does not require authentication. If a proxy server is present and requires authentication, do the following: a. Enter the Address, Port, Username and Password.. b Define the authentication type by selecting either Basic, Digest or Negotiate.. Setup Guide. Installing or Upgrading Managed Workplace. 33.

(44) 4. In the Communication Settings section, type your Service Center URL. The utility will often be able to guess your Web Service URL based on what you entered for your Service Center URL.. 5. Check that the Web Service URL is correct and update it if necessary. Note: Clear the Use Global Service Center Communication Settings check box if you need to have this Onsite Manager connect to Service Center using a different address than what is normally used. For example, you might have a static VPN between your data center where Service Center resides and the customer’s network. In such a circumstance, you can choose to use private addressing so no communications occur over the Internet. Alternatively, you can accomplish the same thing by using DNS records.. 6. Click Next and OK when advised that the settings have been validated.. 7. Type in the Company Information for the customer whose network Onsite Manager is monitoring.. 8. Type in the Contact Information for the primary contact you deal with for this customer.. 9. Click Register and then OK when advised that the registration information was successfully submitted to Service Center. Note: If you receive an “Unable to register with the Service Center” message, click OK and then click Details. Review the error message as part of your troubleshooting or send it to [email protected] for assistance.. 10 Click Exit to close the Onsite Manager installer.. Cloning Onsite Manager Cloning systems with Onsite Managers using the Onsite Manager Appliance package speeds up the rollout process without altering any functionality. The Onsite Manager is prepared in advance and then cloned onto a server for rapid deployment. You use the Sysprep tool supplied by Microsoft to clone the devices. The procedures are different depending on the operating system where the Onsite Manager is installed. If you need any additional information regarding the Sysprep tool, refer to the Microsoft documentation here. When your cloned Onsite Manager starts up for the first time after the Sysprep process, the Onsite Manager configuration utility runs automatically. It is at this point you enter information about the client. For instructions, see Configuring and Registering Onsite Manager on page 33. 34. Installing or Upgrading Managed Workplace. Setup Guide.

(45) Important: Changing a computer name following a cloned deployment will cause SQL and .NET permissions to fail. To distinguish between cloned Onsite Managers, assign aliases to the device in Service Center.. Installing Onsite Manager for Cloning Before proceeding, ensure that •. the installation server meets Onsite Manager system requirements for the expected monitoring load.. •. the person performing the installation is logged in as the local administrator.. •. all Microsoft installation source files are available.. Should you encounter any kind of failure during the installation process, restart the installer and allow it to continue. If you experience a subsequent failure, contact Level Platforms Technical Support for assistance and have the following setup log files available: •. LpiSetups.log. •. ConfigureOnsiteManager.log. All log files are located in %SystemDrive%\Program Files\Level Platforms\ LpiSetupLogs\.. Setup Guide. 1. Double-click SetupOMAppliance.exe to launch the Onsite Manager Appliance Installation Wizard.. 2. In the Options section, select the Install Onsite Manager check box. If you are managing updates for the site, also select the Configure Patch Management check box.. 3. Click Verify Required Components to confirm the server meets the software requirements. Install any missing components.. 4. Click Install Onsite Manager.. 5. If discovered, you can choose to integrate with the local WSUS. Click Next to proceed or click Skip to bypass the integration.. 6. At the Welcome page, click Next.. 7. Choose to Accept the license agreement and click Next.. 8. Review the installation path. If required, click Browse to select a different location. Click Next.. 9. Click Install and when the installation is compete, click Finish.. Installing or Upgrading Managed Workplace. 35.

(46) Cloning Onsite Manager on Windows 2008 1. On your local drive, navigate to Windows\System32\Sysprep folder.. 2. Double-click sysprep.exe to launch the Setup Manager wizard. The System Preparation Tool 3.14 dialog box opens.. 3. In the System Cleanup Action list, click Enter System Out-of-Box Experience (OOBE).. 4. Select the Generalize check box and then click Shutdown.. Cloning Onsite Manager on Windows 2003 1. On your local drive, create a folder and name it Sysprep (for example, C:\ Sysprep).. 2. In the root directory of the Microsoft installation media, navigate to Support > Tools and find the DEPLOY.CAB file. Extract the contents of the DEPLOY.CAB file into the Sysprep folder you created in step 1.. 3. In the Sysprep folder, double-click setupmgr.exe to launch the Setup Manager wizard.. 4. Click Next.. 5. Select Create new and click Next.. 6. Select Sysprep setup and click Next.. 7. Select the product you are using and click Next.. 8. Select Yes, fully automate the installation and click Next.. 9. Configure sysprep with information about the destination computer so you will not have to add the information again before using the Onsite Manager Configuration Utility. Note: You can set the password during an automated install if the Administrator password field is empty. If you want to set an Administrator password on the cloned device, remove it on the source computer before shutting it down prior to cloning. Note: Do not specify anything on the Run Once page because when you installed the Onsite Manager it automatically configured this information.. 10 Click Finish. Save the answer file to the default location (C:\Sysprep\ sysprep.inf) and click OK. Close the Setup Manager. 11 Launch sysprep.exe from C:\Sysprep. Click OK. 12 Accept all the option defaults on the System Preparation Tool 2.0 dialog box.. 36. Installing or Upgrading Managed Workplace. Setup Guide.

(47) 13 In the Shutdown mode list, click Shutdown. 14 Click Reseal. Do not restart the computer again until you have successfully taken an image of it. 15 Load the images to identical hardware and power on.. Installing Device Manager Device Managers are either installed by a Service Center user downloading the setup file directly, emailing a download link out to someone who will perform the install, or through Managed Workplace scripting for devices already monitored by an Onsite Manager. Before proceeding, ensure that •. the installation computer meets Device Manager system requirements.. •. the user account performing the installation has Domain Administration privileges. If you are not installing in a Domain, the account must have Local Administrator privileges.. •. all Microsoft installation source files are available.. Should you encounter any kind of failure during the installation process, restart the installer and allow it to continue. If you experience a subsequent failure, contact Level Platforms Technical Support for assistance and have the following setup log files available: •. LpiSetups.log. •. ConfigureOnsiteManager.log. For registration failures, provide the log.txt file from the Service Center installation directory. All log files are located in %SystemDrive%\Program Files\Level Platforms\ LpiSetupLogs\. Note: You cannot install Device Manager onto a computer that already has Onsite Manager installed.. Downloading Device Manager. Setup Guide. 1. In Service Center, click Configuration and then Site Management.. 2. Click the Site Name to which you want to download the Device Manager.. 3. Click the Device Manager tab.. Installing or Upgrading Managed Workplace. 37.

(48) 4. Click Download Device Manager.. 5. Click Run to download and start the installer or save to choose a location to save the installer.. Emailing Device Manager 1. In Service Center, click Configuration and then Site Management.. 2. Click the Site Name to which you want to download the Device Manager.. 3. Click the Device Manager tab.. 4. Click Email Device Manager. An email with the subject Device Manager Download Link containing a clickable URL for the download is created in your email program.. 5. Add one or more recipients and send the email.. Performing the Device Manager Installation. 38. 1. Double-click DMSetup.exe to start the installer.. 2. Click Yes when asked to confirm that you want to install Managed Workplace Device Manager.. 3. Click OK when advised that Managed Workplace Device Manager has been installed successfully.. Installing or Upgrading Managed Workplace. Setup Guide.

(49) Upgrading Managed Workplace About Upgrades Upgrades to production systems must always be preceded and followed by full database back ups to ensure you have an up-to-date restore point should you encounter a failure. Important: You must upgrade Service Center before upgrading Onsite Managers or Device Managers. Until all Onsite Managers and Device Managers have been upgraded to the new version of Service Center, no configuration changes should be made. This prevents application failure and loss of data.. Upgrading Service Center You can upgrade to Managed Workplace 2012 Feature Pack 2 Service Center from Managed Workplace 2012 Service Center. Notes: The SQL Agent Windows service must be set to Automatic startup and be running prior to upgrading. The Service Center application server must be able to access the MWResources file share on the SQL Reporting Services application server to import reports. Important: Upgrading Service Center requires exclusive control over the database instance. If other databases for production systems are present in the same instance, an outage window must be scheduled in which the upgrade may be completed. For this reason, and to ensure optimal performance of all databases, Level Platforms recommends dedicating an instance to Service Center.. Data Conversion When Service Center is being upgraded, it is unavailable while the application and database structure are updated to the new format. The upgrade prioritizes getting Service Center back online and fully functional quickly over converting historical data into the improved database structure. Following the upgrade, historical data is not viewable in Service Center, but will begin to appear within 30 minutes after the upgrade completes. The Patch Management menu item will not appear until the historical patch data has been converted to the new structure. The final portion of the Service Center upgrade is to update the MS SQL Report Server with updated LPI reports. If the database conversions begin prior to this (triggered by an Onsite Manager sending data to Service Center), then the Setup Guide. Installing or Upgrading Managed Workplace. 39.

(50) Report Server configuration may time out. If the Report Server configuration does time out, then wait until the database conversion is complete. Once complete, run the Report Server Configuration again, which can be found under Start > Programs > Level Platforms > Managed Workplace > SC Tools > Configure Reporting Services. You must run this tool to access the new reports that are included with the Service Center installation. Once the upgrade has completed, you may resume working with Service Center as the historical data is converted to the new format in the background. During the conversion process, incoming information from the Onsite Managers is available as normal, but historical data will only appear in the Service Center console once converted. If you experience a subsequent failure, contact Technical Support for assistance and have the following setup log files available. •. LpiSetups.log. •. LPI_SC_MSIx.x.x.log (filename will indicate current version and build number). All log files are located in %SystemDrive%\Program Files\Level Platforms\ LpiSetupLogs\. Performing the Upgrade 1. Double-click the file SetupSC.exe to launch the Service Center installer, or if you are installing from the disk image autorun, click Install Service Center. Click Install Now. The installer detects an older version of Managed Workplace and asks if you want to upgrade.. 2. Click Yes. The installer welcome screen opens.. 3. Click Next.. 4. Choose to Accept the license agreement and click Next. Note: At this point, if the installer is unable to stop any SQL services that continue to access the database, the installer will halt and prompt you to stop them manually. To do so, open a management console, right-click the service named in the installer message and choose Stop. Contact Level Platforms Technical Support if you require assistance. The installer presents a reminder to ensure a current back up of the Managed Workplace databases exists before continuing.. 5. 40. Confirm back ups exist before clicking Next to continue.. Installing or Upgrading Managed Workplace. Setup Guide.

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