Managed Desktop Services

Service Description

DIT offers a Managed Desktop Service to provide consistent, reliable desktop computing services using standardized hardware and software components from major vendors. The service is comprised of two primary components:

Hardware/software support

  • Level 1 Technical Support
    • via remote desktop control (the DIT Service Desk)
  • Level 2 Desktop Technical Support
    • via remote desktop control and 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
    • 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/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 Managed Desktop Service Customer Portal which provides helpful knowledge base and training articles, planned maintenance calendar, links to current outages and easy way to open a ticket for your Managed Desktop Service.
  • DIT provides Consumer Platform Services customer the added benefit of a Loaner device during times of emergency repair, special equipment needs. To fulfill these Loaner requests, DIT maintains a pool of appropriately configured computing devices.  For further details of the Loaner Policy, including requirements and any billing information, please see the DIT – Managed Desktop – Service Level Agreement document in the Associated Files section (below).

Customers

Desktop Services currently serves DIT and 13 consolidated state agencies. We support approximately 3500 desktop, laptop and tablet systems across the customer base. Our customers include:

  • Department of Natural and Cultural Resources
  • Commission of Banks
  • Board of Barbers
  • Department of Administration
  • Office of the Governor          
  • Office of the Lt. Governor
  • Industrial Commission
  • Department of Information Technology
  • Credit Union Division
  • Office of Administrative Hearings
  • Office of State Budget and Management
  • Office of State Controller
  • Office of State Human Resources
  • Department of Commerce
  • Department of Military Veteran’s Affairs

How Do We Charge?

View Billing Rates for This Service

Customer Communication

DIT also provides communications through the DIT Customer Communications Hub when Incidents or outages occur that may impact the customer.

If you are a customer of applicable Services updated via the DIT Communications Hub, visit the site to view communications and status, and register to receive emailed notifications relative to the Services. To register for Communications Hub emails, click on “Notifications” on the upper left of the Communications Hub screen, then click on “Notification Subscriptions.” 

Customers may also subscribe to the Projected Service Outage Report via the Communications Hub which provides information regarding upcoming change events that have the potential to impact services and lines of business.

Next Steps

To take advantage of our service, contact the Service Desk at (919) 754-6000 or 1-800-722-3946, or create a ticket in the DIT Service Portal requesting Desktop Services. A member of our team will contact you to discuss your needs.

 

Associated Files