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Managed service for Desktop
- Acquire.
The processes needed to acquire the desktop. An operating system is
included with the delivery of hardware. If the client has a Microsoft
Enterprise Agreement, another version of the Windows operating system
may be installed. The original operating system of the hardware should
be stored safely and held until the hardware is retired or is
transferred to a user outside of the organisation.
- Provision. The operating system and user software should be packaged
for distribution to the user. A new desktop will have the base operating
system installed. The packaging process is aimed at installing the user
software and updating the necessary components of the operating system
(based on their role in the organisation).
- Deploy.
Hardware is delivered to the user’s desk and connected to the network.
Install the user software, additional operating system components and
service packs on the user machine. The installation may be automated, or
manually installed by an engineer.
- Support.
The activities that the service desk performs to support the user’s
desktop, operating system and software. It consists of incident
management, problem management and escalation management.
- Upgrade.
The list of activities to be completed to install new user software,
apply operating system and application service packs to the desktop. It
includes hardware components that were added or removed.
- Retire.
The activities need to retire or re-allocate the hardware, operating
system and software.
- If a desktop is retired then the
original operating system is to be installed and all of the enterprise
software is to be removed or uninstalled from the device.
- If the desktop is allocated to a new
user, the process of installing a new desktop should be followed.
- If the desktop is to be sold then the
original operating system is to be installed and all of the enterprise
software is to be removed or uninstalled from the device.
Reports are produced for all of the
activities completed, and used as input to support decision making and
initiating other processes.
Benefits
- More predictable IT costs as they
relate to software and operating systems on the desktop
- The ability to redeploy existing IT
staff to projects closer aligned to business objectives
- Improved time to deployment of critical
security patches against SLAs
- Delivering appropriate, tested software
updates against SLAs
- Reporting on incident and problem
management and escalation management to mitigate risk
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