Hamersley Iron has approximately 1,500 desktops, including 500 notebooks across its extensive IT infrastructure. These run a mixture of operating systems from Windows 95 to Windows NT Workstation 4.0; all connect directly to the Hamersley Local Area Network and Rio Tinto Wide Area Network.

 

Having such diversity in the operating environment has led to a number of compatibility problems with the addition of new hardware devices and deployment of third-party application software.  For Hamersley Iron, when these problems arise, there is the added complexity of vast geographic distances between locations and IT support.  IT staff have the further challenge of maintaining a broad yet deep skill set, so that they can provide adequate support across the various platforms.  The IT team were finding that these compatibility and technical issues were not only compromising the stability of the system, but were resulting in significant user downtime. For laptop users, especially travelling executives, travelling between different business units leads to an inability in some cases to synchronise offline files back to the network, which was resulting in hours of lost work. Similarly, for users in more remote areas, if they experienced a computer problem, they often had to endure lengthy time delays, of as much as three or four days, before assistance could be given. This translated into sharp decreases in user productivity.

 

Working with user diversity
Staff at Hamersley Iron work in a variety of roles from a fitter in the northwest to a general manager in Tokyo. It is the IT infrastructure that ties these different groups together. "Our staff need reliable tools to complete their work effectively and we found that our infrastructure was not providing the level of functionality and reliability needed. We estimated that the downtime was approximately two-and-a-half hours per person per week and when we rolled this up across the company it was apparent we needed to consider an alternative to our current infrastructure," stated Andrew Crocker, IS Practice Leader, Rio Tinto Iron Ore.

After a review of the existing infrastructure, Hamersley Iron set about developing and deploying a standard operating environment (SOE). Peter Leitans, IT Manager, Rio Tinto Technology Group, states, "We are looking to introduce a standard operating environment to give us full flexibility and mobility for all our staff so they can access their applications and files whether they are working in the London office, operating in the U.S. or in remote locations in Africa or Australia".

 

To evaluate the capabilities of Windows XP, 50 desktops across the Hamersley Iron business were identified for upgrade.  Deployment of the SOE was made easy using the Remote Installation Service (RIS) which enabled the IT team at Hamersley Iron to centrally manage and deploy the Windows XP image across the pilot desktops within 2 hours, without any complications or the assistance of third-party products.  Based on previous experience, this method reduced the deployment time by at least 60 minutes. The cost of the remote deployment across the various locations was also reduced by at least $400 per desktop, which will have a significant impact on the total rollout cost of the new SOE.

 

"In a difficult business environment, there's a constant emphasis on IT reducing its costs and one of the ways we look to do this is by increased use of remote management tools. Windows XP with its improvements in application deployment, image deployment and image roll back allows us to more effectively support our desktops remotely. We're also trying to improve the user environment for our very diverse range of users. The improved connectivity, intelligent detection of network connections, simplified user interface, collaboration tools and the use of offline folders in Windows XP is dramatically improving their ability to be productive," said Crocker.

The new functionality of Windows XP has provided the pilot Hamersley Iron users with a far easier user interface.  Together with the help and support functionality, it caters for a variety of skill sets and knowledge. "We've found Windows XP to be a much better solution for our company; it's simple and intuitive for our infrequent users, yet powerful enough for our end users," said Sylvia Ordonez, IT Support Co-ordinator, Hamersley Iron.

Data access anytime
The offline file synchronisation allows the personal data of notebook users to be synchronised between the server and their notebook machine each time they connect to the LAN. Ordonez points out, "An added feature is the security in knowing that the user's data is backed up each time they disconnect from the LAN. This empowers both the user and the corporation, as the data is accessible to the user when and where they need it, yet is also held securely within the enterprise". Matthew Coomber, Principal Advisor - External Affairs for Hamersley Iron, confirms, "What I like about working offline with Windows XP is that I can take the files that I need with me, work on them while I'm away, and be sure that when I come back to the office, they're all safely stored back on the network".

 

Reduced IT support costs
The inbuilt Help and Support Centre and remote assistance capabilities in Windows XP has meant end users can easily find the answers they need and in turn become more self-sufficient in resolving their IT problems. The Help and Support Centre makes it easy for staff to find answers to their general IT queries according to categories and to invoke wizards to assist with general tasks such as adding new hardware. This frees the IT team to focus on more critical IT issues. As Crocker reinforces, "Since the pilot users have started taking advantage of in-built help and support capabilities, we've already noticed a drop in the number of calls we get to our help desk.  Because the interface is more intuitive, users can quickly solve their own problems.  Where they can't, they can simply use remote assistance".

 

Included in the Help and Support Centre is the ability to activate remote assistance. This enables staff in different physical locations to request remote assistance from an IT support professional or a knowledgeable colleague.   IT staff can also remotely access the user's desktop and provide online help whether these users are in the same office, or in another state or country. Ordonez makes the point, "Most of our employees are based on remote mine sites in the far northwest of Western Australia.  The remote assistance tool allows us to connect to any of their desktops, and configure software or do basic troubleshooting which enables them to continue on with their work".

 

Reduced deployment time and costs due to inbuilt tools
Prior to running Windows XP, deployment of applications was managed using third-party tools.  With the inbuilt features of RIS, image deployment and roll back, third-party applications are no longer needed.  Additionally, migrating desktops using the User State Migration Tool minimised deployment time considerably, saving as much as 30 minutes per desktop in migrating user files.  Crocker states, "When companies upgrade their operating system, one of the biggest concerns can be the transfer of user files and applications. The user state migration tool within Windows XP simplifies all this, as it manages the transfer of user data, applications and settings from the old operating system to the new. Staff can be up and running with minimal disruption in as little as 20 minutes.

 

Increased end user productivity
The new Windows XP system architecture is providing performance improvements of up to 30 percent faster than Windows 98.  As a result, Hamersley Iron staff are able to work on multiple documents and applications without suffering slow system response times. This speed combined with the added user-friendly interface is making it easier for users to find rapidly the information and tools they need. Added features such as the enhanced Start Menu with its frequently used programs provide handy shortcuts and one-click access to vital tools that help you get going fast.

 

Improved support for mobile users
Many of the Hamersley staff are mobile and work between various locations. The Fast boot, hibernate and standby features all work together to save the battery life of the laptops used by these mobile users. The capability to resume work more quickly also means less time spent waiting for a notebook to activate. The new Windows XP power management provides notebook users with up to 50 percent more battery time from their machines. Ordonez points out, "We have a number of "power" laptop users who are constantly traveling locally, interstate and to our remote mines to work. They are finding the high level of reliability and ease of connectivity in Windows XP to access the network is enabling them to be productive as soon as they arrive at their destination".

The initiative of the SOE pilot group has ensured that Hamersley Iron position themselves to take advantage of their IT investment to eliminate downtime and increase staff productivity.  As Leitans states, "We are always looking to leverage technology to help reduce our operating costs and improve our productivity.  The trial of Windows XP in the Hamersley Iron division has shown that Windows XP has the potential to enable us to focus IT services on business requirements, achieve significant productivity increases, reduce our total cost of operations and standardise our Operating System".

 

The team at Rio Tinto and Hamersley Iron have seen quick results of the SOE pilot. Over the next six months they look to widen the pilot group, migrating a further 200 users to the new platform to ensure the same reliability and functionality is available to all users. Hamersley Iron has a commitment to excellence and will continue to pursue the tools which provide greater levels of service to their staff and customers.