Novell ZENWORKS 10 CONFIGURATION MANAGEMENT SP3 - SYSTEM PLANNING-DEPLOYMENT-BEST PRACTICES GUIDE 10.3 30-03-2010 System Planning Manual page 88

ZENworks Control Center as managed objects, ZENworks groups can be created to reflect these
groups. Groups can become important in the future when staging the rollout of system updates,
applications, and patches.
The following list provides examples of how environments can be grouped:
Departments: The IT organization is a good group of people to start with because the
members tend to be technology-savvy and understand the needs for reboots and testing.
Laptop Users: Laptop users are a good group to identify to test the roaming capabilities of
ZENworks Configuration Management. As devices roam inside the firewall, it is important that
Closest Server Rules are configured in the Management Zone to ensure that devices connect to
the most appropriate servers based on their physical location.
Home workers and VPN users: These devices connect to the corporate firewall in a non-
standard way. Testing these devices early ensures that the logon and connection process works
to connect to the ZENworks Management Zone and refresh content.
Geographical locations: You should establish a footprint at each major location early. This is
to ensure that the Management Zone is configured correctly to spread the load of devices via
Closest Server Rules.
VIP users: You might want to manage the devices of CxOs and IT directors early, so you are
able to ensure that they are working well. It is often beneficial to create a workstation group to
group important devices together. This allows for remedial actions to be quickly taken.
Create Internal Documentation
Internal documents that can be shared with the end user are an important part of any project that
introduces technology that affects the desktop experience.
The following sections describe internal documentation that you could use:
"Internal Marketing Collateral" on page 88
"Support and Issue Escalation Process Documents" on page 88
Internal Marketing Collateral
Internal marketing is an important tool to inform end users of IT projects that affect them. This
normally comes in the form of intranet postings, internal promotions, posters, and so forth. Novell
recommends that customers are encouraged to use these actions to ensure that the deployment
process is managed effectively.
Support and Issue Escalation Process Documents
When introducing a new product into a customer environment, it is important that the customer's
support escalation process is well defined. In addition to this, it is vital that the support organization
is well trained on ZENworks Configuration Management. Key members of the support team should
attend workshops and training early in the project to ensure that they are familiar with the product,
the configuration, and troubleshooting methods. After key members are trained, this knowledge can
be cascaded to the other members of the team as it is needed.
88 System Planning, Deployment, and Best Practices Guide