How to Make Your Users Your New Device Managers

© JAMF Software, LLC
How To Make Your Users Your New
Device Managers
1:30 - 2:15 p.m.
UP NEXT

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Joseph Jenkins
Systems Programmer/Analyst

NC State University Libraries
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head shot

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How To Make Your Users Your New
Device Managers
Presentation agenda:

Overview of Self Service at the NC State University Libraries

Dealing with the doubters (Self Service won’t work because…)

Integration of Custom Trigger Policies with Self Service

Empowering others and stepping back

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In the beginning, there was darkness…
Inspirational quote from the days before Self
Service:

“IT is easy. Anyone can do IT. It’s like riding a bike… except the
bike’s on fire… you’re on fire… everything is on fire… and you’re
in Hell…”

- Anonymous

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In the beginning, there was darkness…
Service Model Before Self Service:

User submits software request

IT packages software

IT dispatches technician to install, or pushes the install

Escalations, competing priorities, and unhappy users…oh my

Enter Self Service…

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Overview of Self Service at NC State
University Libraries
Deploy Software

Deploy Software Updates

Update Inventory

Deploy common issue ﬁxes

Pretty standard fare…but…

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Dealing with the doubters
Self Service won’t work because:

My software has to be pre-installed

The software install takes too long

There will be confusion if all software is not available

If the install fails, then users don’t have the software they need

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Self Service WILL work because:

Empower users to create the environment they want

Large installs with long install times can be automated

Change the narrative: all software IS available in Self Service

If the install fails, then IT needs to know to check the installer

And the cherry on top…

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Self Service WILL work because:

By having a smaller install base, costs can be cut by purchasing
smaller hard drives. $$$$$

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Integrating Custom Trigger Policies
The Libraries uses
custom trigger policies
for all policy
deployments

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Self Service - Custom Trigger Software
• Needed a method of install that would work for terminal,
prestage enrollment, and Self Service without creating multiple
install policies for the same package
• Needed ability to scope installs for different licenses applying
to different types of users (i.e. staff and patrons)
• Needed a single Self Service policy that would serve all users,
and use script logic to determine license type

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Self Service - Multiple License Example

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Self Service - Beyond Software Installs
Self Service is more
than a software
deployment tool for
us.

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Self Service - Update Location
• Location Update is part of device deployments for users
• User is prompted for Building, Room and Owner ID
• Information is collected via Jamf Recon command and
computer object is updated in the Jamf Server

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• Policy runs a script to collect information via AppleScript
prompts called from oascript command in a shell script
• Runs command to pass variables:  
jamf recon -room ROOMNAMEHERE -endUsername
OWNERIDHERE
• Full script available at:  
https://www.jamf.com/jamf-nation/discussions/29146/scripts-
for-use-with-custom-trigger-policies

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Self Service - Nuke Computer
• Runs a Custom Trigger policy to wipe the device, and install the
latest supported OS
• Use of the same Custom Trigger allows a reusable command to
be run in Self Service, push via Apple Remote Desktop, or call
from the Terminal
• Computer wipes, then re-enrolls in Jamf and reconﬁgures itself
“automagically”

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Self Service - Nuke Computer

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Empowering Others and Stepping Back
Cultural Challenges We Are Overcoming By Embracing A Self
Service-First Mentality
Onsite response giving way to Service Deliverables - “It’s in Self
Service”
User education - “It’s OK to click the Install button”
Dark Lord of IT no more - “Our job is to make our job
obsolete”
Let It Go

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Links of Interest
• JNUC 2018 Presentation on the use of Custom Triggers at the
NC State University Libraries: 
https://www.jamf.com/resources/videos/utilizing-custom-
trigger-policies-for-device-conﬁguration/
• Jamf Nation Discussion for scripts used with the Libraries’
Custom Trigger Policies: 
https://www.jamf.com/jamf-nation/discussions/29146/scripts-
for-use-with-custom-trigger-policies

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QUESTIONS?

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Thank you for listening!
Give us feedback by
completing the 2-question
session survey in the JNUC
2019 app.
UP NEXT
How Device Management Can Help Better
Your Security Posture
2:45 - 3:30 p.m.

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How to Make Your Users Your New Device Managers

How to Make Your Users Your New Device Managers

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