End User Computing

DoIT's end user services ensure all State workers can access their work environments in a secure manner and with a consistent user experience.

End User Support Services​​

Service

 

Description

The Maryland Department of Information Technology (DoIT) provides cost-effective, reliable, scalable desktop technology services and support. This service includes all of the desktop resources (people, processes and technology) to minimize downtime, leverage the latest end user technology, and secure your environment. Customers are provided with incident management for resolving and tracking user issues; problem management for managing problem investigations, from detection to eradication; change management for tracking scheduled and planned infrastructure changes and service level management for tracking service level commitments.

Because the efficiency with which patching and system support can be delivered is directly related to consistent and standardized system configurations - standard computer operating system (Windows), productivity (Microsoft Office), and antivirus (McAfee) software is included as a component of this service offering. Licensing for all standard software is identified separately below.

Features and Benefits

  • Full access to the DoIT Service Desk and ServiceNow ITSM tool
  • Tier 2 and 3 support via dedicated DoIT technical staff
  • Service Delivery managers to interface with your executive staff
  • Quarterly Key Performance Indicator (KPI) reports
  • Standard, security hardened, OS image creation and deployment
  • OS upgrade and migration services
  • Standard software licensing including Windows OS and Kace EndPoint Systems Management
  • Endpoint malware and antivirus protection
  • Patching Services - OS Critical and recommended, MS office, Adobe, etc.
  • Remote support capabilities utilized where possible to facilitate quicker response times
  • Hardware and software asset management
  • Access to the Self Service Portal to track and manage all your requests
  • Password reset self service
  • License Compliance
  • Audit Support
  • All devices are encrypted
  • Major Incident (outage and day zero cyber threat response) and problem management
  • Installation and configuration of all standard/approved hardware and software
  • User onboarding, transfer, and offboarding services (moves, adds, and changes)
  • Mobile Device Support (android only)

Department Owner
End User Services and Support

Service Owner
Eric Jensen
eric.jensen@maryland.gov
410-697-9397

Support Contact
DoIT Service Desk
service.desk@maryland.gov
410-697-9700

Status
Currently offered

Eligible Customers

 
Enterprise Agencies Yes
Standalone (Non-Enterprise) Agencies Yes
Counties No
Local Municipalities No
Public No

Notes:
N/A

Service Prerequisites

 

Before service can be offered, the customer must meet the following requirements:

DoIT Provided Services
  • End User Hardware Services
  • Service Now
  • Asset Management
Technical
  • End User Support Services apply to standard hardware and software assets only.
  • Non-Enterprise Agencies will be required to provide servers and change firewall rules for patching, endpoint management and Antivirus
Non-Technical
  • Three points of contact
  • Customers must utilize DoIT Service Desk and ServiceNow for all requests and issue reporting

Notes:
N/A

Scope of Service

 

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope
  • DoIT is responsible for security and support of all standard hardware still eligible for vendor support and DoIT approved standard software.
  • DoIT will meet response times associated with the priority assigned to individual incidents and service requests.
  • DoIT will appropriately notify users of all scheduled maintenance via Service Desk notifications.
  • DoIT will clearly document the service provided in the DoIT Service Catalog.
Out of Scope
  • Personally owned and/or non-standard hardware
  • Computers running an unsupported or non-standard OS
  • Best effort will be given non-standard hardware and software but these Incidents will not be covered by standard SLAs and additional charges may apply if third parties must be involved to troubleshoot.
  • Computer cannot be accessed due to lack of access to user’s domain or non-SWGI IP addressing.
Customer Responsibilities
  • Utilizing the DoIT provided contact methods for incident reporting by calling or emailing the Service Desk or utilizing DoIT self-service customer portal
  • Providing accurate and complete information relative to all issues including any error messages
  • Ensuring users are running DoIT supported, non-legacy systems or software
  • Following of Appropriate Use policy and Information Security policies and guidelines
  • Providing access to supported user hardware either in-person or via remote assistance tools
  • Being available to End User Support technicians during the resolution of a service related incident or request
  • Providing proof of license and/or installation media when requesting software installation, if required
  • Backing up data unless prior arrangements have been made with DoIT to provide backup services.
  • Other responsibilities as identified in the Enterprise Client Service offering.

Notes:
N/A

Service Level Agreements

 
Category Enterprise Customer Standalone (Non-Enterprise) Customer
Initial Contact
  • P1 (Urgent) - As soon as possible
  • P2 (High) - Within 30 business minutes
  • P3 (Medium) - Within 4 business hours
  • Service Requests (Low) - Within 1 business day
  • P1 (Urgent) - As soon as possible
  • P2 (High) - Within 30 business minutes
  • P3 (Medium) - Within 4 business hours
  • Service Requests (Low) - Within 1 business day
Resolution Time
  • P1 (Urgent) - As soon as possible. Worked until resolved.
  • P2 (High) - 1 to 2 business days
  • P3 (Medium) - 1 to 4 business days
  • Service Requests (Low) - 1 to 7 business days
  • P1 (Urgent) - As soon as possible. Worked until resolved.
  • P2 (High) - 1 to 2 business days
  • P3 (Medium) - 1 to 4 business days
  • Service Requests (Low) - 1 to 7 business days
Support Hours 8AM – 5PM Monday - Friday (excluding holidays) for DoIT technical support staff
  • 7AM – 9PM Monday - Friday (excluding holidays) for DoIT Service Desk
  • 8AM – 5PM Monday - Friday (excluding holidays) for DoIT technical support staff
Endpoint Systems Management
  • Patching will be performed on a weekly basis.
  • Patching will alternate between Microsoft Windows OS patching and Critical application patching
  • Emergency patching for critical security vulnerabilities will happen as needed and immediately as detected.
  • Patching will be performed on a weekly basis.
  • Patching will alternate between Microsoft Windows OS patching and Critical application patching
  • Emergency patching for critical security vulnerabilities will happen as needed and immediately as detected.
Maintenance Schedules
  • Planned maintenance notices are sent 2 weeks before.
  • Maintenance is done outside of normal work hours and agreed upon with agency management.
  • Planned maintenance notices are sent 2 weeks before.
  • Maintenance is done outside of normal work hours and agreed upon with agency management.

Notes:

  • P1 Incidents (Urgent) - Affects entire agency or prevents groups of users from performing critical business functions (without readily available workaround) thereby requiring immediate resolution. Effort towards a solution will commence as soon as ticket is assigned. P1 (Urgent) incidents MUST be reported by phone call to the DoIT Service Desk at 410-697- 9700 for immediate response.
  • P2 Incidents (High) - Affects a group of users in agency and impacts their ability to perform normal business functions, thereby requiring priority resolution.
  • P3 Incidents (Medium) - Affects a few users and an immediate solution is not essential.
  • All Other Incidents and Service Requests (Low) - User has the ability to perform normal business functions.

End User Support Services - Services Agreement FY21

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