DII Desktop Services

What Is This Service?

This service provides State of Vermont employees the ability to perform day-to-day business tasks through an assigned desktop or laptop computer that is pre-configured with the State’s standard suite of productivity tools and software, such as Microsoft Office (Word, Excel, and PowerPoint), internet browser and email software.

What Is Included?

Key Standard Features:

Non-Standard Features:

  • Approvals/recommendations of non-standard hardware and software for business-approved purposes

How Do I Obtain This Service?

User Request Process for Service Features:

Service Exclusions

  • Procurement of hardware and software (Feature provided by the IT Purchasing Service)
  • Personal or non-state provided hardware, software, peripherals and accessories
  • Installation of any unauthorized hardware/software (see IT Purchasing)

How Do I Receive Support for This Service?

To request support for this service, contact the Service Desk to open a support ticket:

Service Maintenance Schedule

DII Desktop deploys Windows security patches and upgrades during evening hours ONLY, unless deemed otherwise necessary by Information Security and IT Management.  As a result, users may experience service degradation with their desktops and laptops during this installation.

  • Windows Patching occurs on weekends depending on machine availability
  • Standard Software Patching occurs on weekends depending on machine availability.  Patches with critical security implications could occur immediately, or within a 24 hour period of their release.

Service Performance

Availability Goal:

    Support Availability:

  • DII Service Desk: Monday –Friday 7:45 a.m. to 4:30 pm

Non-Business Hours:

DII does not traditionally respond to issues after business hours. DII staff is only available via "best effort" after hours. Support calls placed after 4:30 PM and weekends/holidays will be redirected to Contact Communications. Issues requiring immediate attention will be forwarded to the appropriate DII employee who will triage the reported issue and follow proper procedures to restore activities to normal operations

Request Fulfillment Goal:

  Windows-based Computers

  • Delivery of standard State of Vermont Hardware and Software – 10 – 20 business days upon completion IT Purchasing and Receiving processing. 
  • Delivery of non-standard hardware and software – minimum of 10 days upon completion of IT Purchasing and Receiving processing.

Resolution Goal:

  • Issues will be prioritized and resolved based on priority.  Please refer to the Customer Support (Service Desk) Global Service Level Agreement for definitions of priority levels and resolution goals for each level.

Service Costing

 

Description:

COST

Unit

Other details

Full Desktop Service Technical Support

1 FTE ($84,325K)

Supports 215 users

Formula for support is: $84,325 x #of users/215)

Microsoft Windows Operating System with Software Assurance

 

 

Cost included in the DII Allocation in FY15

Microsoft Office Suite, Standard

 

 

Cost included in the DII Allocation in FY15

McAfee Anti-virus/anti-spyware

$9.60

Per workstation

 

McAfee Endpoint Encryption

$5.20

Per laptop

Annual maintenance per laptop

Windows Updates

No charge

 

Provided as part of full desktop support service

Asset Management – LanDesk

$5.75

Per Workstation

Cost included in the DII Allocation in FY15

Desktop Hardware/Software

Separate charge, which will be quoted at time of request

 

 See IT Purchasing Service Description for Details/Standards