Enterprise Endpoint Management Services The N.C. Department of Information Technology’s Enterprise Endpoint Management Service (formerly Managed Desktop Services) offers dependable computing solutions and support to simplify the IT experience and to facilitate access to truly next-generation solutions. The Enterprise Endpoint Management Division consists of three teams, unified under the Enterprise Endpoint Management banner, to provide a customer-driven IT experience to provide customer-driven IT experiences and solutions. The Asset Team offers insight into all endpoint devices that NCDIT provides including desktops, laptops, 2-in-1s, tablets and mobile devices. The team is also the go-to for equipment refreshes. Learn more about the Enterprise Endpoint Management Asset Team in the Enterprise Endpoint Management Customer Portal (NCID required). The Support Team provides both onsite and remote support for break-fix, software installation and advanced troubleshooting needs. Learn more about the Enterprise Endpoint Management Support Team in the Enterprise Endpoint Management Customer Portal (NCID required). The Operations Team maintains enterprise-wide security tools for monitoring, deploying and securing an entire IT landscape. Read more about the offerings provided by the Learn more about the Enterprise Endpoint Management Operations Team in the Enterprise Endpoint Management Customer Portal (NCID required). Learn more about Enterprise Endpoint Management Services, see the maintenance calendar, browse training and support pages, or meet the division’s leadership in the Enterprise Endpoint Management Customer Portal (NCID required). Service Features Hardware/Software Support Support Level Description Level 1 Technical Support Via remote desktop control (by NCDIT Service Desk) Level 2 Endpoint Technical Support Via remote desktop control (by NCDIT Service Desk) Via technician dispatching Level 3 Enterprise Management Tools Administration (Management and support of Enterprise security tools) SCCM AGPM Tanium McAfee – AV, Firewall and Drive Encryption Bomgar Remote Control Ivanti Intune – MDM and MAM Apple device management Document Library Management for Desktop – Processes and Procedures Project Management Services Lifecycle Asset Management Lifecycle replacement project management Billing support Document library management for desktop – processes and procedures Benefits Smooth cost flow reduces yearly costs and fluctuations associated with asset procurement and maintenance. Standardized environment streamlines incident response, permitting more effective and efficient resolution of customer concerns. Technical staff with remote access available for Level 1 and Level 2 provides more effective troubleshooting capabilities to reduce downtime and productivity losses associated with end-user incidents. Access to the Enterprise Endpoint Management Customer Portal, which provides a helpful knowledge base, training articles, planned maintenance calendar and links to current outages. A loaner device is available during times of emergency repair or special equipment needs. For further details of the loaner policy, including requirements and any billing information, please see the NCDIT Enterprise Endpoint Management Service Level Agreement. Customers Enterprise Endpoint Management Services supports approximately 4,000 desktop, laptop and tablet systems across 15 state agencies: Board of Barbers Commission of Banks Credit Union Division Department of Administration Department of Commerce Department of Natural and Cultural Resources Industrial Commission Department of Information Technology Department of Military Veterans Affairs Office of Administrative Hearings Office of State Budget and Management Office of State Controller Office of State Human Resources Office of the Governor Office of the Lieutenant Governor How We Charge View billing rates for this service. Next Steps To take advantage of Enterprise Endpoint Management Services, contact the NCDIT Service Desk at 919-754-6000 or 800-722-3946, or create a ticket requesting desktop services in the NCDIT service portal. A member of the Enterprise Endpoint Management Services team will contact you to discuss your needs. Communication & Status NCDIT leverages the NCDIT Communications Hub to keep agencies aware of service outages and service changes. Agency users are encouraged to visit the Comms Hub and subscribe to notifications for the services of interest. Access and registration to the Comms Hub are restricted to employees of local and state government agencies. If you are unable to access it, contact the NCDIT Business Relationship Team at ditbrm@nc.gov for assistance or create a ticket from the NCDIT service portal. Related Resources Customer Portal (NCID login required) Technical Details Service Level Agreement
Enterprise Endpoint Management Services The N.C. Department of Information Technology’s Enterprise Endpoint Management Service (formerly Managed Desktop Services) offers dependable computing solutions and support to simplify the IT experience and to facilitate access to truly next-generation solutions. The Enterprise Endpoint Management Division consists of three teams, unified under the Enterprise Endpoint Management banner, to provide a customer-driven IT experience to provide customer-driven IT experiences and solutions. The Asset Team offers insight into all endpoint devices that NCDIT provides including desktops, laptops, 2-in-1s, tablets and mobile devices. The team is also the go-to for equipment refreshes. Learn more about the Enterprise Endpoint Management Asset Team in the Enterprise Endpoint Management Customer Portal (NCID required). The Support Team provides both onsite and remote support for break-fix, software installation and advanced troubleshooting needs. Learn more about the Enterprise Endpoint Management Support Team in the Enterprise Endpoint Management Customer Portal (NCID required). The Operations Team maintains enterprise-wide security tools for monitoring, deploying and securing an entire IT landscape. Read more about the offerings provided by the Learn more about the Enterprise Endpoint Management Operations Team in the Enterprise Endpoint Management Customer Portal (NCID required). Learn more about Enterprise Endpoint Management Services, see the maintenance calendar, browse training and support pages, or meet the division’s leadership in the Enterprise Endpoint Management Customer Portal (NCID required). Service Features Hardware/Software Support Support Level Description Level 1 Technical Support Via remote desktop control (by NCDIT Service Desk) Level 2 Endpoint Technical Support Via remote desktop control (by NCDIT Service Desk) Via technician dispatching Level 3 Enterprise Management Tools Administration (Management and support of Enterprise security tools) SCCM AGPM Tanium McAfee – AV, Firewall and Drive Encryption Bomgar Remote Control Ivanti Intune – MDM and MAM Apple device management Document Library Management for Desktop – Processes and Procedures Project Management Services Lifecycle Asset Management Lifecycle replacement project management Billing support Document library management for desktop – processes and procedures Benefits Smooth cost flow reduces yearly costs and fluctuations associated with asset procurement and maintenance. Standardized environment streamlines incident response, permitting more effective and efficient resolution of customer concerns. Technical staff with remote access available for Level 1 and Level 2 provides more effective troubleshooting capabilities to reduce downtime and productivity losses associated with end-user incidents. Access to the Enterprise Endpoint Management Customer Portal, which provides a helpful knowledge base, training articles, planned maintenance calendar and links to current outages. A loaner device is available during times of emergency repair or special equipment needs. For further details of the loaner policy, including requirements and any billing information, please see the NCDIT Enterprise Endpoint Management Service Level Agreement. Customers Enterprise Endpoint Management Services supports approximately 4,000 desktop, laptop and tablet systems across 15 state agencies: Board of Barbers Commission of Banks Credit Union Division Department of Administration Department of Commerce Department of Natural and Cultural Resources Industrial Commission Department of Information Technology Department of Military Veterans Affairs Office of Administrative Hearings Office of State Budget and Management Office of State Controller Office of State Human Resources Office of the Governor Office of the Lieutenant Governor How We Charge View billing rates for this service. Next Steps To take advantage of Enterprise Endpoint Management Services, contact the NCDIT Service Desk at 919-754-6000 or 800-722-3946, or create a ticket requesting desktop services in the NCDIT service portal. A member of the Enterprise Endpoint Management Services team will contact you to discuss your needs. Communication & Status NCDIT leverages the NCDIT Communications Hub to keep agencies aware of service outages and service changes. Agency users are encouraged to visit the Comms Hub and subscribe to notifications for the services of interest. Access and registration to the Comms Hub are restricted to employees of local and state government agencies. If you are unable to access it, contact the NCDIT Business Relationship Team at ditbrm@nc.gov for assistance or create a ticket from the NCDIT service portal. Related Resources Customer Portal (NCID login required) Technical Details Service Level Agreement
