37580 - External Support Services

Service Description
This service provides a consistent and reliable client computing environment to end users. The service is available to all Arizona State agencies, divisions, and commissions.

External Support Services (ESS) is responsible for configuring PCs with standard software so that State employees have basic computing programs available to them for performing their duties. The computers shall also be configured so that ESS can access the individual machines for delivering software, including updates and patches, for repairs and scanning for compliance with established policies. Including the following managed desktop services:

• Personal computers, including desktops and laptops
• Software support for the standard operating systems, productivity tools and utilities described below
• Technical support, maintenance, and repair of managed hardware and software
• Standard operating environment management through the controlled release of security patches, anti-virus updates, and other software
• Life cycle management recommendations, including asset and configuration management, procurement, and software license management

The service is comprised of the following specific components:

• Standard Hardware (as is from factory)
• Choice of standard laptop or desktop configuration
• Full life cycle support
• Recommend Procurement
• Delivery and installation
• Configuration
• On-site break, fix
• Tier 1 technical support via remote desktop control (Service Desk)
• Tier 2 technical support (on-site technician)
• Asset retirement, including hard drive data erasure in compliance with state security standards  Response to customer moves, adds, changes
• Monitor – Replaced as necessary (average six year life cycle)
• Data - ESS will migrate data from the old to the new equipment as follows:
• Copy user profile to new equipment (settings, favorites, personal address book, etc.)
• Copy personal storage folder (“My Documents”) to new equipment
• Reload approved applications

Standard Software

• Standard desktop image development and support (productivity tools)
• Images are developed and periodically updated by the ESS
• Standard desktop components
• Office productivity suite
• CD authoring tools
• E-mail/calendar client
• Internet browser and key plug-ins
• Wireless client
• VPN client
• Java VM
• Netware client (where required)
• Media players (QuickTime, Windows Media)
• Anti-Virus o Malware/Spyware protection
• Personal firewall
• Other commonly required components as needed
• Release and patch management

Services

The following service components are under development:

The Desktop Services Management Policy
• Self-help client backup/recovManaged print services
• Hard Drive encryption
• Virtual Desk

Hours of Availabilityital Assistant (PDA) devices

Managed print services

Hard Drive encryption

Hours of Availability Hard Drive encryption istant (PDA) devices
Managed print services
Hard Drive encryption

Hours of Availability

• This service is primarily available to customers between 7:00 a.m. and 5:00 p.m., Monday through Friday, except for holidays
• On-call staff are available for after-hours support, as required, for emergencies and scheduled maintenance Customer Responsibilities

General

• Manage their own data, including backup and recovery of information stored on the hard drive of any PC managed by ESS
• Contact the Service Desk at 602-364-4444 regarding incidents, service requests and provide an accurate description, including any error messages
• Allow ESS appropriate access to managed equipment (physical and logical)
• Train end users in the proper use of productivity and business applications
• Pay all fees associated with the use of service
• Users are responsible for moving all other data from the old equipment to the new

Provisioning

All requests for break/fix, or access IDs must be made via the Service Desk. Requests should include the following information:

• User name and specific location 
• Business unit contact (approver) 
• Required date of delivery 
• Specific instructions per type of request (e.g. specific access rights for a user ID request) Required Lead Times: 
• New user setup (standard hardware) – 10 days 
• Basic user ID add/change – 2 days 
• Standard software install/remove – 3 days 
• Delivery time does not include the time required for budget-unit authorization and approval

How do we Charge
See ISD Rate Sheet for applicable charges.