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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 organization.
- 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 organization).
- 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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