Mobile Device Management (MDM) Only service encompasses mobile services, providing security, device management and application catalog management. This service enables streamlined and automated mobility management and a single, unified management console across OTIS customers. This service only applies to state-owned iOS and Android devices.
- Key Features and Benefits
- Single console for managing all devices.
- Define and enforce security and usage policies.
- Deploy, update and manage applications.
- Password policies, encryption, remote wipe and device lockdown.
- Ensure devices comply with customer policies and regulatory requirements.
- Push OS and app updates to all managed devices.
- Protect sensitive data with robust security policies and threat management.
- Ensure devices are configured for optimal performance and access to necessary resources.
- Centralized control reduces complexity and administrative overhead.
- Maintain compliance with industry regulations and internal policies.
- Easily scale the service as the organization grows or changes.
- Quickly address and mitigate risks related to device security and performance.
- Software
- The MDM Only service provides licenses for a customer to protect their state-owned iOS and Android devices.
- Installation and Configuration
- OTIS will provision, license and perform the base configuration of the MDM tenant.
- OTIS will work with the customer and cellphone provider to configure Apple Business Manager (ABM) to allow for automated device enrollment for new domains.
- Exclusions
- Managed workstation customers do not qualify for this service. Managed workstation customers receive MDM through the Office 365 offering.
- MDM Only service does not apply to personally owned devices, unless approved by agency leadership.
- Encryption on state-owned Android devices.
- Prerequisites
- MDM Only service is available for customers who do not purchase the Managed Workstation service.
- MDM Only services are available to state-owned iOS and Android devices.
- The customer has a server to perform user management (provisioning, de-provisioning) with appropriate firewall rules created.
OTIS and Customer Responsibilities
| Responsibilities | OTIS | Customer |
|---|---|---|
| Provide the mobile devices to be managed. | Image
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| Ensure devices have access to necessary networks and the internet. | Image
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| Supply user details and relevant data for device setup. | Image
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| Follow customer policies and legal regulations regarding device usage. | Image
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| Perform basic physical maintenance of the devices. | Image
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| Ensure device OS and applications are regularly updated as required. | Image
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| Ensure proper device enrollment in the MDM system. | Image
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| Remove stale and unsupported devices. | Image
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| Enforce security policies such as passcode requirements, encryption and remote wipe capabilities. | Image
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| Monitor devices for compliance with security policies. | Image
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| Manage security incident, lock down and remote wipe based on threat detection and response. | Image
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| Provide help desk support for customer tenant administrators troubleshooting and issue resolution. | Image
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| Provision customers sub tenant. | Image
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| Provision customers tenant administrators. | Image
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| Assist customer with Apple Business Manager (ABM) enrollment. | Image
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| Delegation of ABM management. | Image
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| Apple ID and password management. | Image
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| 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 |
|---|---|
| Mobile Device Management, Green, DIS | $4.52 |
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 Mobile Device Management Only support from new or existing customers (following approval of Request for Solution (RFS) and independent of other services). Dependent on customer ABM being established.
| 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.