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.

Learn more 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

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 Management

  • Procurement of standard hardware and software
  • Installation and configuration services for standard hardware and software
  • Retirement and refresh of assets
Benefits

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 helpful knowledge base and training articles, planned maintenance calendar, links to current outages and an easy way to open a ticket for your Enterprise Endpoint Management service.
  • A loaner device during times of emergency repair, special equipment needs. To fulfill these loaner requests, NCDIT maintains a pool of appropriately configured computing devices.  For further details of the Loaner Policy, including requirements and any billing information, please see the NCDIT – Enterprise Endpoint Management – Service Level Agreement document in the Associated Files section (below).
Customers

Customers

Enterprise Endpoint Management Services supports approximately 3,500 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 Veteran’s 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 Next Steps

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 in the NCDIT Service Portal requesting Desktop Services. A member of the Enterprise Endpoint Management Services team will contact you to discuss your needs.

Communication & Status

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