November 2011 HDI North Coast Chapter Meeting O-I Windows 7 and Office 2010 Story – So Far

1. November 2011 HDI North Coast Chapter MeetingO-IWindows 7 and Office 2010 Story – So Far

2. Agenda Introduction Who is O-I? Why? CSLM History PCMP Benefits The user view Business Case Planning Challenges/Opportunities Baseline Model/Metrics Post Deployment Work Success Story Questions

3. Who is O-I (Owens-Illinois, Inc.)? 107 year old company Glass Packaging industry leader World HQ located in Perrysburg, OH (Toledo) 24,000+ employees, globally 85 Manufacturing sites, in 23 countries Focused on packaging for Beer, Wine, Liquor, RTD, Food, Tea, Juice and Pharmaceuticals

4. Business Issues What are the issues? Viruses are infecting our computers and impacting the production process Our old computer equipment cannot be protected with the latest patches and security software No software tracking process means we could be over-licensed or under-licensed Exchanging information with our customers and vendors was difficult due to old versions of software Large amount of time and resources required to manage our fleet of old hardware and software Issues integrating with our business applications Lack of standards and global processes to manage our systems Over 2000 Applications used in NA alone

5. Business History Historically, client systems were managed on an ad-hoc basis The industry sees laptops and desktops having a useful life cycle of between 3 to 5 years The software running our devices is aging, we have multiple versions of Windows & Microsoft Office • Critical upgrades are required due to… • significant risk to end users and O-I data from working on un-patched & un-protected computers • GSD Incident rates increasing as the fleet ages • deployment beyond useful life resulting in a general decrease in service and capability • customer satisfaction with IT services suffering due to outdated equipment and a lack of consistent processes across the organization • need for IT agility (around M&A) which will be created through a Managed Service Agreement

6. The ITAM Analysis Level 4 Future Global State* Value IT as a strategic business partner IT/business Collaboration Improves business processes Level 3 Current Global State Service Understand costs Integrate with Business processes Level 2 LA EU US AP Proactive Automation Predict problems Level 1 Level 0 Reactive Fire fighting Establish Help Desk Chaotic Undocumented Unpredictable ITAM V.3 Levels are based on industry standard asset maturity model. * Evolves over first 4 years of the program as we incrementally add capability

7. The Program Approach We are building an approach that will provide a globally consistent & ongoing refresh of the entire Client System environment The hardware will be refreshed every 4 years We’ve completed the planning process in preparation for a formal, multi-year program plan In parallel to this, Procurement & IT created an RFP process to purchase future PCs at a lower cost. An additional RFP for managed services has been sent out Program objectives include: Help move towards “Well Managed” Client Systems. Getting to Well Managed means that we reduce the level of risk the business accepts, lower the hardware, software, and support costs, and raise customer satisfaction Establish HW & SW Lifecycles so we don’t end up back where we started! Build Strategic Partnerships with key vendors and service providers to take advantage of industry leading knowledge Establish policies & governance that aligns to the business strategy Protect the enterprise with current tools and processes Reduce costs through managed services and consistent global processes

8. Program Goal Statement What is PC Management Program? Ongoing initiative to manage and reduce the risks and total cost of ownership related to acquiring, maintaining and retiring computers and software within the company How is it implemented? Manage several projects designed to build standardization into every aspect and the support structure around it Implement controls to ensure all Client System purchases pass through the IT department and align to strategic direction Why implement PCMP? Key Drivers Old Hardware and Software Systems Technical Risks – exposure to viruses Legal Risks attributed to lost data Service improvement ‘cradle to grave’

9. What is a Client Systems Lifecycle Management Process? A defined process to control the total cost of ownership and risks related to acquiring, maintaining, and retiring OI’s Client Systems. Furthermore, to manage those Client Systems in a global certified standard operating environment.

10. Scope Microsoft Enterprise Agreement Asset Management Microsoft Windows 7 64 bit Microsoft Office 2010 IBM Lotus Notes 8.5 Infrastructure PC Hardware and Software Management (SCCM) Security Management 13 Languages

11. SCCM Global Architecture

12. CSLM to PCMP Business Role Identification (BRI) Deploy and Retire Manage and Maintain HW/SW Certification and Classification Governance Asset Management Procurement Accelerate (Application Recovery) Tech Preview Pilot US Deployment LA Deployment (Planning Stages)

13. PCMP Benefits – IT Perspective With the increased end user capabilities also comes a greater capability to manage our assets Standard global processes that allow for the delivery of a consistent PC support lifecycle Reporting from the consolidated procurement process allows better visibility into spending and ability to predict future budgets with greater accuracy Deployed encryption technologies support SOX & other industry compliance & reporting requirements Ability to install software that has been tested and approved in the environment without putting the enterprise at risk Standard Remote Control capabilities will cut required travel and reduce down-time (capability is implemented inconsistently across the globe) Safely dispose of our PC hardware assets taking into account data destruction and environmental safety

14. PCMP Benefits – End User View There are significant benefits for both the end users and IT The tools you are given will be current and consistent. New versions of Word, Excel, PowerPoint, and other software will aid in collaboration Data is encrypted on each device, so security is greatly increased virtually eliminating the risk of unauthorized access to information on a PC Your system is more stable, but when assistance is needed, the Global Service Desk will support one common desktop version thus increasing their ability to provide fast, efficient service Ability to deploy & track software from a central location adding agility when addressing new threats and licensing concerns New applications can be distributed to end user devices in a robust, automated fashion which reduces cycle time and costs for enabling technology rollouts Consistent service levels are established, increasing your productivity as you spend less time dealing with issues and more with the tools provided on the desktop Documented service levels ensure devices are replaced on an agreed upon cycle (4 years) with upgrade being highly automated to increase efficiency

15. Policy Changes Highlights Safeguarding the Environment Access for what is needed day-to-day to successfully manage your personal computer Add printers License compliance and anti-virus data encryption Secure environment Asset Management New hire process to include acknowledgment of the receipt of an O-I asset Acceptable use Employee acknowledgment and sign off

16. Policy Changes IT-6000 Acceptable Use Policy IT-6020 End User Equipment Responsibility Policy IT-6030 Client System Security Policy IT-6040 End User Data Storage Policy IT-6050 Patching Compliance Policy IT-6060 International Compliance Policy IT-6070 Non-Company Access IT-6080 Software Acceptable Use to Company Systems

17. Personal and Business Data Definition of Business Data Data and files related to O-I business (i.e. PowerPoint, Word, etc.) that do not need to be accessed by other employees Definition of Personal Data Personal data such as photos, music, and media which is not directly used for O-I business

18. Data Encryption Approach Per industry best practices, the future state at O-I will include more secure data: Leverage Microsoft to encrypt laptops and desktops Laptops: All laptops will be encrypted as part of deployment with a PIN at power up Desktops: Desktops will not be enabled with a PIN Procure laptops and desktops that are “encryption ready” if applicable by law

19. Challenges and Opportunities Win 7 64bit 13 Languages Office 2010 Application Compatibility Application Packaging (Legacy Apps) Office File conversion Training for users Communication (Program and User communication) IT Staff Training Deployment Data mapping Program Team Organization

20. Tech Preview Feedback Summary • Benefits • In general, feedback has been very positive • Microsoft Windows and Microsoft Office intuitive • Sticky notes and snipping tool are great • Microsoft Internet explorer received positively • IBM Lotus Notes has positive feature improvements • Overall, technical preview has created excitement • Concerns • Challenging to find functions (Microsoft Windows and Microsoft Office) • Navigation will require some level of training • Initial performance and stability with IBM Lotus Notes • Some issues experienced with VPN for remote access • Participant Suggestions • Identify early adopters (at home users) to help others

21. Sample Deployment Site Schedule Individual site schedules may vary depending on number of users/equipment.

22. Communication and Training for the Plants Communication Executive and Plant Management ‘Road Shows’ Identify points of contact and to assist in facilitation and scheduling Plan recurring meetings with points of contact to ensure clear, consistent messaging Distribute countdown communication to deployment groups (t-30, t-14, t-7, t-1, day of and day after communications) Training Provide training on the standard desktop Microsoft applications that will be deployed  Facilitate ‘Train the Trainers’ approach where applicable Plan training for all locations Provide Training curriculum and design to these trainers for scheduling training of future site rollouts Vehicles Microsoft eLearning IBM Lotus Library

23. ServiceDesk Preparation and Training Microsoft Windows 7 classroom training Application entitlement via Active Directory OJT Application Install/Uninstall via Run Advertised Programs OJT Office 2010 via Microsoft Web Training Portal Office Converter Staff Augmentation

24. Program Metrics # of pc’s deployed in time period per site # of calls associated per site # of users trained per site # of legacy pc’s remaining Program costs and forecasting accuracy and to budget

25. GSD - Baseline Modeling and Metrics You have to have valid data in your ticketing system Metrics Gathering Baseline for current GSD workload prior year per site volume Impact was based on weekly average volumes and the # of tickets generated on the parent Ensure estimation/assumption criteria is agreed to 1 staff member handles 25 calls per day 4 week impact Forecast program impact based on service call data from Canadian Pilot The schedule then built the call volume projections in the following graph

27. Site Example • Tracy California • Average Monthly Volume = 70 • Projected PCMP calls +125% = 87 • Total Monthly Volume = 157 • Percentage Breakdown • Week 1 - 38% • Week 2 - 40% • Week 3 - 17% • Week 4 - 10% • Total Monthly Volumes projected to increase by 3400 calls

28. Post Deployment GSD Stats

29. Post Deployment – Work to do NA Region Remediation Steady State Projects Desktop Platform (Manage and Maintain) Application Packaging Team (Certification and Governance) Asset Management (Brave New World) Communication Global End User Support PC Provisioning (Orders, Procurement and Inventory Mgt) Continued planning for other regional deployments

30. Success Story (UPDATE) SCCM /Windows 7 Standardized 64bit build (improvements being made) NA Region deployed (2200+) 21 Sites LA SCCM infrastructure in progress Applications – Current inventory Overall: 254/354 applications are ready for deployment (71%) Continues to grow…….. Organizational Change Readiness All communications developed and used will now be translated for re-use. Support GSD Calls for Desktop have moved to SR’s as apposed to incidents

31. Questions

32. How to reach us • Malcolm Fisher – Malcolm.Fisher@o-i.com • Steve Vaughan – Steve.Vaughan@o-i.com