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Desktop Support Service Level Agreement

Purpose

This document outlines the characteristics of Information Technology Department’s (ITD's) Desktop Support service.  In conjunction with ITD’s Enterprise Service Levels, it acts as a Service Level Agreement between ITD and all customers who utilize the Desktop Support service.

Service Description

Desktop Support is a comprehensive approach to managing all of the personal computers within an organization.  It has evolved to include laptops, tablets, mobile phones, and other computing devices.

Traditional device management tasks include installing and maintaining hardware and software, connecting network shares and printers, administering user permissions, and troubleshooting incidents. In recent years, an increasingly large proportion of administrative resources have been devoted to security-related tasks, such as patch management, anti-virus/spyware, and data encryption.

Additional information regarding Device Management is available on ITD's website.

ITD Responsibilities

Hardware and Software Deployment

Device Support and Management

  • Provide all support and maintenance for desktops, laptops, cellular devices, printers, and miscellaneous computer equipment.  This includes diagnosing, repairing, patching, and upgrading all software and devices to ensure optimal performance.
  • Configure security privileges for network shares and subfolders
  • Conduct research and make recommendations to customers regarding desktop support and maintenance
  • Provide customers with a weekly incident report
  • Assist agencies in completing IT equipment surplus/disposal

Access/Authorization Management

Customer Responsibilities

Asset Management

  • Procure all IT hardware and software
  • Manage and maintain all hardware and software licensing
  • Manage and maintain all hardware and software inventory records
  • Disposition of all hardware and software assets
  • Ensure alignment with the EA PC Life Cycle Guideline

Device Support and Management

Consent

On January 8, 2014, Information Technology Department and the Enterprise Architecture Review Board mutally agreed upon the terms of this document. Additional signatures may be provided as needed.

Name Title Organization Date
       
     

Modifications Pending Mutual Approval

Date SLA Modification
   

Related Service

 

What Our Customers Are Saying

Great customer service!

Dunn County Sheriffs Office
June 25, 2014
 
 

Copyright © 2014 North Dakota Information Technology Department - ITD
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