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Enterprise Desktop Services

Desktop as a Service (DaaS)

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Background

This product description outlines the guidelines for DTS implementation1 of Desktop as a Service (DaaS) for agencies.

As part of the DTS cloud-first initiative and goal to adopt cloud technology, DTS has established virtual workspaces powered in the cloud: DaaS. DaaS provides the setup, deployment, and maintenance of virtual desktop operating system environments and user-associated applications directly in the cloud. As a result, agencies now have the option of choosing a virtual workspace (i.e., a virtual desktop) as an alternative, or in addition to, having all applications and files physically loaded to their employees’ workstations. 

With this solution an employee can access all of their needed applications and files by connecting to their own individual virtual workspace in the cloud. Using this method, data and applications are not loaded onto physical workstations, which means that employees can be mobile and transport their workstations wherever they need to without exposing the data/applications to noncontrolled environments. 

In addition, with DaaS, when agencies request necessary security and functionality updates/modifications to be applied to all virtual workspaces, these changes can be made in a more expedient manner. Thus, the agency can be assured that the same version and format of the applications are being applied to all employees associated with the same virtual workspace environment.

DaaS Overview/Benefits 

The following list outlines general features and benefits of DaaS. 

  • Users utilizing the DTS DaaS product will be able to work from anywhere while maintaining security. There is no VPN needed. Users simply need an approved state-managed device, almost all of which are compatible with the product.
  • Users utilizing the DTS DaaS product will have a dedicated virtual environment (workspace) provisioned in the cloud. This workspace will have access to on-premises resources or internet resources, or any combination of the two. Please note that running a VPN client inside a DaaS workspace is not compatible at this time.
  • The DTS DaaS product offers the flexibility for users to work in low-bandwidth situations, as the connection speed to the workspace does not require large amounts of bandwidth. Maintaining a 10 Mbps connection will help to ensure proper performance.  
  • DaaS data can remain in the workspace and not traverse a VPN or the internet to the user’s physical workstation. Keeping data internal to state systems can help ensure that DTS complies with required security standards.
  • DTS DaaS is currently prepared to handle HIPAA and PCI compliant workloads.
  • DaaS workspaces ensure data is encrypted at rest and in transit. Internet-bound traffic is subjected to the same filtering as on-premises systems.
  • DaaS workspaces are segmented by agency and are further isolated by business unit subnets. As a result, agencies can be confident that no cross-talk exists between their DaaS workspaces and workspaces from other agencies or business units.
  • Users can use their Active Directory login information for authentication to the DaaS environment. When implemented, the workspace and user will receive appropriate group policies.
  • Software installations for users will be autonomous through Microsoft System Center Configuration Manager (SCCM) or through golden images, and support can be requested for DaaS in the same fashion as with a physical computer. DTS Help Desk and Desktop Support teams are prepared to troubleshoot the DaaS environment as if it were a physically deployed computer.
  • The DTS DaaS product currently supports a wide array of peripheral devices, including:
    • USB and bluetooth keyboards and mice
    • Tablet touch input devices
    • Audio output to client devices
    • Analog and USB headsets
    • USB printers

Hours of Support

The hours of support required for DaaS are consistent with the traditional DTS Desktop Support offering and are outlined below. 

Hours of Support

Application

Support Hours

Days of Week

Desktop as a Service

Business hours (8:00 a.m. to 5:00 p.m.)

Monday through Friday

After Hours Support

Must be Negotiated*

*Additional DaaS support must be negotiated at an additional rate.

Specifications for devices that can be managed and supported by DTS are listed in the following Product Features and Descriptions section.

Product Features and Descriptions

DTS-Supported Operating Systems for Use with DaaS (Current OS release or one prior)

All DTS-supported operating system environments (OSEs) are listed in the Enterprise Mobile Device Policy in the “Current Mobile Devices Approved for State use” section.

DTS-Supported Web Browsers for Use with DaaS Web Access

Use of a browser-based web client to access the DaaS environment limits the overall capabilities of DaaS. This may be sufficient for some use cases but is not the recommended method for accessing DaaS. Use of a DaaS client installed on a device maximizes features and capabilities available in DaaS. Understanding that features may be limited, DTS will support an up-to-date version of Google Chrome for accessing DaaS when DaaS is installed on a DTS-managed device.

DTS-Supported Devices for Use with DaaS

All DTS-supported devices are listed in the Enterprise Mobile Device Policy in the “Current Mobile Devices Approved for State use” section.

Rates and Billing

The published DaaS rate* includes the setup, configuration, maintenance, and deployment of a virtual workspace to an individual user in the cloud.
*Agencies will also be charged the published security and network rates for their connection to the cloud across the State network for each virtual workspace. Agencies will continue to pay the published Desktop Support rate for the regular maintenance and support of their physical devices.

Ordering and Provisioning

Customers requesting DaaS services should submit a request via ServiceNow.

Troubleshooting

If you have issues, please request assistance via ServiceNow by taking the following steps:

  1. Go to https://dts.utah.gov.
  2. Click Get Help.
  3. Click Online Support. This will bring up a ServiceNow Create New Incident form.
  4. In the Short description field, type “Request assistance with DaaS.”
  5. Add additional explanation if needed.
  6. Click Submit.

DTS Responsibilities

  • The DTS Help Desk, with possible assistance from DTS Desktop Support, will be the first group to troubleshoot any DaaS issues. Issues requiring additional support may be escalated to Enterprise DaaS Operations Support, depending on the nature of the issue.
    DTS will maintain the DaaS environment.
  • DTS will provide monthly billing and usage reports to the agency.
  • DTS Desktop Support will maintain any customizations for the virtual environment, including customizations to operating systems, applications, and firewalls, through the use of automation tools, such as SCCM. Traditional “golden images” will not be offered or maintained by DTS.

Agency Responsibilities

Agencies have the following responsibilities related to DaaS:

  • Ensure that their workloads in virtual workspaces are being accessed securely from an approved device
  • Identify a point of contact for the initial set up, configuration, maintenance, and support of the appropriate business unit’s desktop configuration
  • Designate dedicated early adopters to test and validate patches and updates to workspaces and applications prior to release to other agency users
  • Provide agency functional support for the use of applications and associated data packaged and delivered via the virtual workspace environment
  • Ensure that all data is properly encrypted at the application level for those functions included in the virtual workspace environment
  • Follow best practices and published security guidelines in the use of those devices accessing the virtual workspace environments in the cloud
  • Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 1-800-678-3440
  • Review subscription counts monthly and notify DTS of any modifications for the following month

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution 
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Application Availability*

DTS Desktop as a Service

95%

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Total Time to Resolution 

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65% 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied

 


Notes

1 DaaS will only be implemented with authorized cloud providers.

Post Updated: September 14, 2020
Posted On: September 14, 2020

Enterprise Mobility Management (EMM)

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The State of Utah has implemented an enterprise mobility management (EMM) system to manage, monitor, and secure access to State resources by mobile devices, per State policy.

The term mobile device, as used in this product description, means a portable handheld computing device (i.e., tablets and smartphones). As defined in the Department of Technology Services (DTS) Enterprise Mobile Device Policy, the term includes “Any mobile computing device, mobile phone, tablet computer, or laptop computer that accesses and stores information.” Mobile devices may differ from their larger counterparts in the following areas:

  1. Mobile devices are more likely to have built-in cellular wireless capabilities.
  2. Supported mobile devices typically utilize the Android or iOS operating systems.
  3. Mobile devices utilize touch screen and voice as primary input methods.

EMM combines the capabilities of both mobile device management (MDM) and mobile application management (MAM). EMM is also device agnostic, so it can be leveraged to manage more than just mobile devices.

While, by definition, MDM services allow for the management, tracking, and securing of enrolled devices, MAM addresses access to business applications and content. These combined capabilities in an EMM system can greatly enhance an agency’s security posture.

Hours of Support

Application

Support Hours

Days of Week

Enterprise Mobility Management

Business hours (i.e., 8:00 a.m. – 5:00 p.m.)

Monday through Friday

Note: The following list of features is dependent on a device’s built-in capabilities. Some features may not be applicable to all devices. Self service support options are available 24 x 7. However, live support for EMM services are available during the business hours shown above.

Management and support of mobile devices at the sub organizational unit (OU) level will need to be reviewed by DTS with the agency in order to ensure that adequate support, maintenance, and billing is possible.

Product Features and Descriptions

Supported Platforms

Android: Manages Samsung and Motorola mobile devices
Apple iOS: Manages iPhone and iPad devices

See section 3.6 of the Enterprise Mobile Device Policy.

Single Device Enrollment

  • Allows self-service enrollment for end users who want to use the State’s network services
  • Automates user authentication and device assignment
  • Enforces acceptance of End User License Agreement(s)

Bulk Device Enrollment

Stages devices prior to assignment to simplify the enrollment process. Apple’s Device Enrollment Program (DEP) is utilized for bulk enrollment of Apple devices.

Knox and Zero Touch are utilized for bulk enrollment of android devices.

Mobile Device Inventory

Provides mobile device inventory for devices procured through DTS

Self-Service Portal

  • Provides self-service support capabilities without DTS involvement
  • Enables an end user to clear the user’s passcode and locate the user’s device

Broadcast Messages

Sends a customized message to an end user’s device

Cloud Support

  • Stores documents in a cloud-based content management console that is fully encrypted
  • Uploads documents individually or through a bulk import
  • Supports multiple document types, including Office documents, iWork documents, PDFs, JPGs, etc.
  • Organizes content using custom document categories and metadata
  • Tracks document versions and update history
  • Shows which users have downloaded a file and when the file was last viewed

Device Tracking

Enables users to find or track devices that are equipped with location services or GPS

Note: This is an optional feature that is enabled/disabled through location services and GPS on the mobile device.

Application (App) Support

  • Distributes managed (enterprise or agency) apps wirelessly with minimal user interaction
  • Provides per-app VPN tunneling with enterprise network
  • Integrates directly with public app stores, like Apple iTunes Store and Google Play Store, to provide agency-approved or public apps
  • Secures the distribution of apps based on groups with unique requirements and access
  • Provides an enterprise app catalog where users can view, install, and update apps approved by an agency or the State
  • Provides an agency app catalog of agency-developed apps
  • Restricts native apps on a device by way of an approved/unapproved
  • Installs, updates, and removes managed apps from a device remotely

Policy Enforcement

Enforces custom agency license and policy agreements that require acceptance during enrollment

Enterprise policies include, but are not limited to:

  • Passcode policies
    • Implement passcode enforcement with the ability to lock access after failed attempts
  • Device restriction policies
    • Require a device passcode with configurable complexity, length, lock, and wipe rules
    • Enforce full device and storage card encryption according to agency policy
    • Lock down an end user’s ability to use specific device features, apps, and web browsing
  • Customizable policies
    • Configure settings and policies based on ownership in line with agency or State (or both) policies
    • Set up enrollment restrictions to block users or devices based on platform, version, etc.
  • Required software installed
    • Force the installation of agency required software, which will include anti-virus software.

Mobile Device Management

Provides agencies any combination of the following three administrative roles:

  • Help Desk role: Allows users to perform enterprise and/or full device wipe and locate all devices (if location services are enabled) that are registered within the agency’s organizational unit defined in MDM
  • Read Only role: Allows users to view the properties of devices registered within the agency’s organizational unit. However, users cannot make any changes to the device
  • Report Viewer role: Allows users to run predefined reports against the devices registered within the agency’s organizational unit

Provides agencies the following options for managing and supporting their devices:

  • Manage and support their own devices with the access provided by the aforementioned administrative roles
  • Partner with DTS in managing and supporting their devices
  • Defer to DTS to manage and support their devices

Document Management

  • Configures what data is collected and who can view it for different device groups
  • Authenticates users before allowing them to view and download agency documents
  • Defines effective dates and expiration dates for EMM system managed content
  • Defines settings for document transfers over cellular or Wi-Fi networks
  • Enables users to view documents offline or only while online
  • Stores approved content for offline viewing
  • Updates all documents with a single click

Device Security

  • Sends commands on demand to devices to request info or to lock or wipe a device
  • Retires devices as needed (i.e., unenrolls device from agency environment, removes State data if device is a non-corporate-owned device or wipes the device if the device is corporate owned)
  • Disables access to corporate apps if an end user leaves or loses their device
  • Implements passcode enforcement with the ability to lock access after failed attempts
  • Encrypts data in transit and data stored within an enterprise

Agency Content Protection

  • Isolates personal and corporate data on a personal device
  • Provides privacy settings to prevent viewing of personal data
  • Removes corporate access and data for noncompliant devices

App Purchasing

Facilitates purchasing of app licenses for use on mobile devices

Features Not Included

App Purchasing

The following app purchasing functions are not included:

  • Tracking Volume Purchase Program (VPP) orders, including order date number and status
  • Monitoring licenses purchased, redeemed, and remaining for each order
  • Associating orders to a purchase order number, agency, and/or ELCID
  • Uploading, storing, and distributing redemption codes to authorized users
  • Confirming the redemption of codes and successful installation of apps

App Use Training

Training on the use of any app is not included.

Device Training

Training on the use of a device is not included.

Mobile App Development

Developing mobile apps is not part of this service.

Backup

Backing up of the data of any type of device is not included.

App Publishing

App publishing is not included in this product.

Rates and Billing

Feature

Description

Base Rate

EMM Services

The services listed in the Product Features and Description section of this document are included, in part or full, as described. 

Incorporated in Security Rate (See the security rate under the Network Services section of the DTS Rates page for the current fiscal year)

Ordering and Provisioning

Some features of EMM must be ordered by the agency and provisioned by DTS for that agency. To order specific EMM services, such as Application Support and Agency Content Protection, an agency manager will need to perform the following:

  • Download and complete the EMM Advanced Services Order Form.
  • Perform the following steps to submit a ServiceNow request with a copy of the completed EMM Advanced Services Order Form attached:
    • Open a web browser and go to: https://dts.utah.gov.
    • Click Get Help.
    • Click Online Support.
    • Click the paper clip (Manage Attachments) in the upper right-hand corner of the page.
    • Click the Choose File button.
    • Find and select the completed EMM Advanced Services Order Form.
    • Click the X in the upper right-hand corner of the Attachments window to close the window.
    • Complete the rest of the fields on the Create New Incident page.

Click the Submit button in the lower right-hand corner of the page.

DTS Responsibilities

  • DTS is responsible for maintaining a 99% uptime of the EMM system during business hours, as defined at the top of this product description. Any needed support of the EMM system outside of business hours will require a negotiated special billing agreement.
  • DTS is also responsible for:
    • maintaining the EMM system,
    • setting up EMM services for agencies, 
    • completing needed changes to any agency EMM services,
    • performing backups of the EMM system and any subparts used to support it, 
    • completing updates and upgrades to the EMM system and all of its components, 
    • maintaining the servers and the operating systems hosting the EMM system, and 
    • managing and maintaining the MSSQL DB component of the EMM system.

Agency Responsibilities

  • documenting, monitoring, communicating, and enforcing any agency security policies that modify or are in addition to enterprise policies;
  • detailing how any customized part of the MDM services requested by the agency are to be used and how they are to be managed;
  • reporting any loss of services or outages to DTS;
  • managing content outside of the MAM services;
  • managing and supporting unsupported devices; and
  • approving or disapproving third-party applications deployed via EMM for compliance with agency security regulations and requirements.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution 
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Application Availability*

EMM

99% during business hours

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Total Time to Resolution 

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65% 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied

Post Updated: August 24, 2020
Posted On: August 24, 2020

Enterprise Service Desk

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The DTS Enterprise Service Desk (ESD) is an assistance and information resource for State employees who need to resolve technical problems, request information, seek general assistance, or order DTS products and services. The ESD is accessible 24 x 7
via telephone and the Web.

Product Features and Descriptions

24x7x365 Service Desk Application

  • DTS-supported Service Desk application is always available for use by division/agency support staff.

Multiple Methods of Ticket Entry

  • Web-based Requester or Support Console
  • Live Chat – Preparation must be made to ensure that Live Chat support staffs are adequately prepared to support specific products or services.
  • Telephone – local and toll-free long distance depending on division/agency policy

Automated Notifications

  • Email/paging notifications are generated automatically based on Initial Response and Resolution targets or manually, as needed.

Read Access to the Bulletin Board

  • DTS Service Desk maintains a Bulletin Board to apprise customers of current issues.

Problem Resolution by Service Desk Staff

  • DTS Service Desk will create tickets to resolve problems related to connectivity, hardware failure, application software and the workstation operating system. They may work on problems directly or assign tickets to others within DTS who are able to resolve
    the issue.

User Administration

  • DTS staff manages user profiles, and implements log on and service permissions on behalf of all customers/users.

Query Engine

  • Queries can be formed to assist in locating existing tickets, identifying support bottlenecks, etc.

Standard Help Desk Routing

  • Tickets are routed to divisions/agencies and their support groups based on predefined parameters.

Intra-group Re-routing of tickets

  • Division/agency support staff can re-assign tickets to other support staff within their own groups.

Single Point of Contact

  • The DTS Service Desk will be the single point of contact for open incidents and outages.

Inter-agency Re-routing of tickets

  • Division/agency support staff can, by mutual agreement, re-assign tickets to support staff in other divisions/agencies, as governed by DTS policies.

Archiving

  • Older tickets are archived and retained for future reference.

Requester Console View

  • All division/agency staff have browser-based access to a limited set of common functions.

Support Console View

  • Properly licensed division/agency support staffs have access to the traditional, direct user console into the Service Desk application for expanded functionality.

Backup and Restore

  • The Service Desk database is backed up nightly to facilitate rapid restoration of data if needed.

Features Not Included

Voice Telephony and Data Circuit Ordering

  • Ordering of voice telephony services and data circuits is handled by DTS Order Desk staff using the ARIES ordering, billing and inventory system.

Rates and Billing

No separate charge

  • The costs of this service are allocated to other DTS products as overhead.
  • Base Rate – N/A

DTS Responsibilities

Provide the Service Desk application for use by all DTS staff for the capture, assignment, tracking and resolution of all technical incidents and requests.

Provide 24 x 7 system availability and staffing for the DTS Enterprise Service Desk service.

Provide instruction and training on product use.

Notify divisions/agencies of application or server problems that may interfere with performance.

Monitor usage and maintain statistics and data for Service Level Agreement verification and other management purposes.

Division/Agency Responsibilities

All customers should report problems and requests to the appropriate DTS Campus Service Desks. If they are unable to resolve the issue it will be handed off to next level of support.  A complete listing of all DTS Campus Service Desks are identified below:

DTS Capitol Hill Service Desk

All agencies on Capitol Hill: 801-538-3440 or 1 800-678-3440

DTS Metro A Service Desk

Financial Institutions: 801-538-5774

Commerce, Labor Commission, Public Service Commission, H&A: 801-538-5770

Work Force Services: 801-526-4357 Option 2

DTS Metro B Service Desk

Environmental Quality: 801-538-5775

Human Services: 801-538-5772

Tax Commission: 801-297-2727

DTS Metro C  Service Desk

Corrections, Board of Pardons: 801-538-5777

Public Safety: 801-965-4066

UDOT: 801-965-4901

DTS Metro D Service Desk

Agriculture and Food, Alcohol Beverage Control, Natural Resources, Health: 801-538-5779

Ensure that Division/agency staffs abide by DTS Enterprise Service Desk policies and operating guidelines.

Develop and implement division/agency procedures and governance to ensure that incidents, requests and orders are captured and that work is recorded in a timely fashion.

Notify DTS Enterprise Service Desk staff promptly when changes are made to groups or individuals supporting products or to products themselves.

Post Updated: February 5, 2016
Posted On: January 20, 2016

Desktop Support

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DTS provides desktop services for government owned desktop devices that reside in the customer environment and access the State’s business systems. Equipment such as, but not limited to: notebook PCs, desktop PCs, tablet PCs, monitors, docking stations, external media drives, system printers etc. DTS shall ensure that applications are accessible from desktop devices.DTS will ensure access to applications accessed from desktop devices.

Desktop Services Features and Descriptions

Desktop Services Includes:

  • Initial setup, configuration, user access and installation of desktop computer hardware and peripherals.
  • Initial setup, configuration, and installation of desktop operating systems and licensed application software.
  • Troubleshooting of network connectivity from the desktop to the nearest network connection point, i.e. wireless access point, VOIP phone, managed desktop switch, data jack, etc., to ensure access to network file systems and printers.
  • Troubleshooting and maintenance of desktop equipment that is still under warranty. Support for devices with expired warranty is limited to troubleshooting only. Extended maintenance agreements are available through DTS and serviced by a third party.
  • Troubleshooting of peripherals connected to desktop and laptop computers which are covered under DTS Desktop Services. This includes installation and connectivity for devices such as printers, scanners, credit card readers, cash drawers, etc.  This service does not include cost of initial purchase, inventory tracking, costs for upgrades or repair, or maintenance contracts for peripherals.
  • Operating system support and maintenance, including troubleshooting and installation of software patches and updates.
  • Operating system upgrades.
  • Technical support for incidents and service requests that cannot be resolved or cannot be facilitated by the DTS Help Desk.
  • Decommission devices that will no longer be in service, and prepare them to be recycled. Adjust device count as needed. As per Administrative Rule R3326202(1)(2), Disposal of State owned surplus electronic devices purchased through DTS prior to the agency transferring the devices to vendor under contract with the State.

Incident Tracking System

Service requests and incidents are managed through the DTS Help Desk Monday through Friday from 8:00 a.m. – 5:00 p.m. Hours of support vary by product and metrics.

Customer requests/incidents are given a unique identifier, assigned to a support group, and tracked to completion or resolution. Tracking incidents enables DTS to discover, analyze, and eliminate common problems in the computing environment.

Ticket Escalation

Ticket escalation is based on the importance and degradation application/service/hardware and the size of the group of customers affected. Tickets that cannot be resolved through the Incident Management or Service Request Management processes are escalated to Problem Management for resolution.

Ticket Point of Contact

The DTS Help Desk is the recommended single point of contact for reporting and inquiring about service requests and incidents.

Daily Communication

The customer may contact the DTS Help Desk for a status on an open ticket/request 24×7.

Features Not Included

Hardware Purchasing and Ownership

The purchase of supported devices is the responsibility of the agencies. Purchases are facilitated through DTS; however, the agency has the responsibility to pay for the equipment. DTS should be consulted whenever equipment is purchased to ensure compatibility.

Server Administration, Management, Maintenance and Upgrades

For more information on server administration, management, maintenance and upgrades, refer to the DTS Enterprise Hosting Services product description https://dts.utah.gov/getaproductservice/dtsenterprisehosting-services.php

Software Licenses

Each customer agency is responsible for purchasing and maintaining software licenses. This includes:

  • Per user license,
  • All Microsoft Office software,
  • All operating system software used on the desktop or notebook.
  • Any other software required by the customer/agency business practices and server resident applications, and
  • Any other software used on the desktop or notebook PCs

Support for Telecommuters

  • DTS does not provide support to telecommuters at the home. Per policy, the employee is required to bring equipment into the office for support if support cannot be provided remotely.

Servers Administration and Hosting

  • Server hosting, server hardware, and server operating system maintenance will be administered by the DTS Hosting group.

Ordering and Provisioning

To utilize Desktop Services support, you may contact the DTS Enterprise Help Desk at 8015383440, submit an incident or request online at https://dts.utah.gov/index.php, or contact your campus service desk agent.

DTS Responsibilities

DTS has the responsibility to:

  • Provide support during published hours for questions and/or problems through the DTS Help Desk.
  • Maintain applicable vendor contracts for products and services provided.
  • Notify customers of any changes to the product.
  • Provide the customer agency notification of scheduled downtime prior to upgrades or maintenance whenever possible.
  • Provide the customer with quarterly device counts for billing purposes.
  • Help agency business managers in the evaluation and selection of desktop/laptop products and services.
  • Set up the agency’s File/Print environment.

Agency Responsibilities

The customer agency has the responsibility to:

  • Verify billing statement is correct each month and submit any questions through the DTS Help Desk.
  • Provide DTS with a monthly device count for billing purposes.
  • Purchase all software licenses prior to DTS support.
  • Approve device counts provided by DTS for billing purposes.
  • Pay for all Master License Agreement (MLA) licenses and quarterly maintenance fees.
  • Report incidents through the DTS Help Desk.
  • Pay costs associated with upgrades and maintenance to customerowned applications.
  • Provide proof of licensure for agency owned applications.
  • Provide physical copies of applications to be installed, if required.
  • Approve decommissioned devices to be recycled. If in the outlying rural areas, transportation to recycler may be required to be provided by the agency, according to policy.
Post Updated: July 1, 2019
Posted On: January 20, 2016