Managed Desktop Service

Service Description

Information Technology Services (ITS) offers a Managed Desktop Service to provide consistent, reliable desktop computing services using standardized hardware and software components from major vendors. The service is comprised of two primary components:

Hardware/software support

• Level 1 support via the ITS Service Desk
• Level 2 support via dedicated technical staff — includes on-site support

Lifecycle management

• Procurement of standard hardware and software
• Installation and configuration services for standard hardware and software
• Retirement/refresh of assets

Benefits

• Smooth cost flow reduces yearly costs and fluctuations associated with asset procurement and maintenance.
• Standardized environment streamlines Incident response, permitting more effective and efficient resolution of customer concerns.
• Technical staff with remote access available at Level 1 provides more effective troubleshooting capabilities to reduce downtime and productivity losses associated with end-user Incidents.

Customers

Desktop Services currently serves ITS and 13 consolidated state agencies. We support approximately 5500 desktop and laptop systems across the customer base. Our customers include:

• Department of Administration
• Department of Juvenile Justice and Delinquency Prevention (DJJP)
• Office of State Budget and Management (OSBM)
• Office of State Personnel
• Office of the Governor

How Do We Charge?

Managed Desktop Service

Product Category	Product Description	Rate	Unit
Desktops	Standard (w/o Monitor)	$64.69	Per unit/month
Desktops	Advanced (w/o Monitor)	$66.57	Per unit/month
Desktops	Appliance (w/o Monitor)	$38.67	Per unit/month
Desktops	Standard Monitor(s)	$2.61	Per month
Desktops	Advanced Monitor(s)	$4.93	Per month
Desktops	Early Retirement Fee	Prorate based on # of months used	Per unit-one time
Laptops	Standard (w/o Monitor)	$73.40	Per unit/month
Laptops	Advanced (w/o Monitor)	$77.97	Per unit/month
Laptops	Standard Monitor(s)	$2.61	Per month
Laptops	Advanced Monitor(s)	$4.93	Per month
Laptops	Early Retirement Fee	Prorate based on # of months used	Per unit-one time
Moves/Adds/Changes	MAC Charge	$22.50	Per 1/2 hour block

Rates are based on system types, starting at $70 per month for a basic desktop system, as well as on the cost of delivering and supporting our standard configurations. Additional charges may apply for additional services.

Next Steps

To take advantage of our service, contact our Service Desk at 919-754-6000 or 1-800-722-3946, or email ITS.incidents@its.nc.gov to submit a service request to the Desktop Services team. A member of our team will contact you to discuss your needs.