Managed Desktop Service
Standard Hardware Component
- Choice of standard laptop or desktop configuration
- Configuration standards are developed and periodically updated by the group
- Full life cycle support
- Procurement
- Delivery and installation
- Configuration
- On-site break/fix and replacement
- Level 1 technical support via remote desktop control (HELICON Service Desk)
- Level 2 technical support via technician dispatching
- Asset retirement, including hard drive erasure in compliance with state security standards
- Response to customer moves/adds/changes (MAC) requests
- Automatic refresh of managed equipment
- Desktop/Laptop – Average four year life cycle, replacement to be determined by HELICON
- HELICON will seek to minimize the impact of equipment refresh activities to end user workgroups by aggregating and/or adjusting refresh schedules as appropriate.
- Monitor – Replaced as necessary, with an average six year life cycle
- Data – HELICON 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
- Users are responsible for moving all other data from the old equipment to the new
- Desktop/Laptop – Average four year life cycle, replacement to be determined by HELICON
Standard Software Component
- Standard desktop image development
- Images are developed and periodically updated by the Helicon Client Computing group.
- 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 (Real, Quicktime, Windows Media)
- Anti-Virus
- Malware/Spyware protection
- Personal firewall
- Other commonly required components as needed
- Automatic refresh/upgrades of software based on minimum standards
- License tracking and reporting
- Release and patch management
Services Component
- Basic user ID administration
- Electronic software distribution
- Subject to HELICON application ownership and support model
- Asset management and reporting, including auto-discovery capability