Eide Bailly has completed an analysis of the Desktop Support environment for the State of North Dakota. The Desktop Study was completed to satisfy the legislative intent of SB 2021. Section nine of that bill requires the Information Technology Department (ITD) to perform a “study of all state agencies' information technology desktop support to determine the feasibility and desirability of centralization of desktop support services through the information technology department for all state agencies.”
As part of this study, the current Desktop Support staffing models, processes and tools were all evaluated to determine a recommendation for a future Desktop Support model. As part of the analysis, the overall costs of Desktop Support within the State of North Dakota’s environment was compared to industry benchmarks and best practices.
For the purposes of this analysis, the scope of Desktop Support includes end-user support and operations of a broad set of typical end-user devices and peripherals, such as: