Description
The Managed Workstation service provides centrally managed services to support and help secure customer workstations. This service requires customers to standardize on DTO-supported workstations and mobile computing devices. It also offers Premium and Standard Workstation Support options to ensure consistent and reliable access to productivity applications and business data.
Managed Workstation support is divided into tiers based on services supported.
| Service | Premium Managed Workstation Support | Standard Managed Workstation Support |
|---|---|---|
| Operational Support Hours | 8 X 5 X business days | 8 X 5 X business days |
| Onsite Support (within Richland and Lexington Counties) | Yes | No |
| Remote Support | Yes | Yes |
| Customer owned workstations | Yes | Yes |
| MS Office Productivity software and Email | Yes | Yes |
| Mobile Device Management Support | Yes | Yes |
| Incident Resolution Time (Priority 1) | (95%) <= 4 business hours | (95%) <= 4 business hours |
| Incident Resolution Time (Priority 2) | (95%) <= 8 business hours | (95%) <= 8 business hours |
| Incident Resolution Time (Priority 3) | (95%) <= 15 business hours | (95%) <= 15 business hours |
| Incident Resolution Time (Priority 4) | (95%) <= 22 business hours | (95%) <= 22 business hours |
| Root Cause Analysis Delivery - Priority 1 | (95%) <= 10 business days | (95%) <= 10 business days |
- Key Features and Benefits
- All services are delivered in compliance with the State of South Carolina's information security policies, as presented in SCDIS–200.
- End-user computing users’ issues are minimized and quickly resolved through a standardized environment that provides effective and efficient incident response.
- Productivity losses associated with end-user incidents and downtime are reduced due to the more effective troubleshooting capabilities provided by OTIS technical staff with Level 1 and Level 2 remote access.
- Effective and results-driven workstation support by certified OTIS technical staff.
- Workstation support is provided to customers on-demand, and no procurement supplemental staffing or other technical services RFP is required.
- Cost avoidance for customers who do not have to maintain and provide their in-house support resources and skills for performing this type of work full-time when a full-time resource is optional.
- Billing rates that are competitive with commercially available alternatives.
- Equipment supported using methods, techniques and processes that can be launched quickly and efficiently. Disciplined practices allow support managers to anticipate problems or delays, deploy resources more efficiently, and manage change or risks more effectively.
Service Scope
- Standard Managed Workstation Support
Software
- Software management, maintenance and support vary by software type.
- Critical patch management for managed and supported applications.
- Security compliance and configuration support of managed applications.
- Technical and integration support for managed and supported applications.
Support
- Technical support with remote support tools, to include:
- Remote troubleshooting, diagnosis and remote assistance of operating systems, productivity tools and security application issues.
- Remote driver installation and configuration of workstation-compatible peripheral devices. Legacy or incompatible devices may not be supported.
- Remote troubleshooting, diagnosis, and remote assistance of recommended locally attached peripheral issues to workstations covered under this service.
- Critical patch management of supported software and whole disk encryption help enhance workstation security.
- Hard drive sanitization in accordance with Information technology best practices for workstations at the end of life.
- Mobile Device Management support of state-owned iOS devices, including security incident response and remote wipe.
- Premium Managed Workstation Support
Includes everything provided under Standard Managed Workstation Support, plus the following:
- If an issue/request has not been resolved through initial remote support, an OTIS endpoint technician will make an on-site service call to address the issue or fulfill the service request (on-site technician visits are available only in Lexington and Richland counties).
- Scheduled workstation installation and initial configuration at customer office location.
- Premium Managed Workstation Support customers needing support for issues that cannot be resolved using remote support tools may ship or deliver workstations to OTIS’s Broad River Road facility.
- Exclusions
- Personal or non-state-provided hardware, software and peripherals and accessories.
- Network Drive Storage support is not included in Managed Workstation support. See the Managed Network Drive Storage service for more information.
- Stand-alone versions of Office are not supported.
- Prerequisites
- Required service(s) for eligible customers:
- Microsoft 365
- Managed Active Directory
- Multi-Factor Authentication
- Customer locations must have MetroNet or a secure connection to the state network.
- Customer workstations must be members of a managed OTIS Active Directory domain.
- Supported workstation devices include Dell
- Customers purchasing Premium Managed Workstation Support must purchase service for all workstations at a physical address or customer location. Splitting Premium and Standard support options between workstations at the same physical address or customer location is prohibited.
- Customer locations headquarter outside of Lexington and Richland counties may only purchase the Standard Workstation Support option.
- Required service(s) for eligible customers:
Responsibilities
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Standard Managed Workstation Support | ||
| Purchase workstations through coordination with OTIS. | Image
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| Asset and warranty management for workstations. | Image
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| Manage backup and recovery of any locally stored data. | Image
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| Contact the DTO Service Desk to report an incident. | Image
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| Provide end-user training for productivity software/business applications. | Image
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| Two-way transit and protective packaging for devices shipped or transported to OTIS. | Image
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| Maintain accurate inventories of devices at each customer location. | Image
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| Configure and deploy workstation to customer business location. | Image
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| Coordinate price quotes for customer workstation purchases. | Image
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| Maintain workstation base image and DTO-managed applications. | Image
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| Provide critical patching of managed and DTO-supported applications. | Image
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| Provide critical patching of identified unsupported third party applications. | Image
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| Provide ability for first call resolution through DTO Service Desk. | Image
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| Premium Managed Workstation Support (In addition to those listed for Standard Managed Workstation Support) | ||
| Perform resolution of service requests and incidents on-site at customer’s location if resolution cannot be completed remotely. | Image
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| Configure and deploy workstation to customer business location. | Image
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Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Incident Response – Severity 1 and 2 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition. | 99.00% |
| Incident Response – Severity 3 and 4 | Means the percentage of time it took for a Severity Level 1 and Level 2 Incidents to be acknowledged and worked by OTIS within the applicable timeframes in the Service Level Definition | 95.00% |
| Service Request Fulfillment Timeliness | Means the percentage of time OTIS successfully completes “Service Requests” (defined as requests that are not automated self-provisioned or that do not require solution proposal development; examples of such requests include provisioning ID access, password resets, Service Catalog requests, IMACDs) within the applicable timeframes. | 96.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Support, Workstation, Standard | $101.19 |
| Support, Workstation, Premium | $124.40 |
| Support VDI | $180.25 |
| DUO Tokens | $25.76 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Estimate Initial Service Delivery Time
Within 5 business days for adding new devices support from new or existing Managed Workstation customers (following approval of Request for Solution (RFS) and independent of other services). Quantity of Managed Workstations requested may extend initial service delivery time.
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
