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 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 Management

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

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

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

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