​Physical Desktop Management allows for standardized, secure, streamlined and automated desktop image deployment methodologies across MD State Agencies.

Service Level Objective (SLO):

Physical Desktop Management has a 99.9% uptime service level objective; excluding planned outages, maintenance windows and unavoidable events.

Features and Benefits:

• Standard deployment methods shared among MD State Agencies
• Intelligent deployment methods
• Standardized image management tools
• Streamlined OS and application patching routines
• Secured desktop images with State Standard Anti-Virus software
• License / compliance management

Eligible: State Enterprise Agencies

Availability (Uptime): 24 hours / 365 days

Standard Support Hours: 7am – 9pm Monday- Friday

Exceptions: None

Response (to incident) Time: Based on priority, see SLA Document

Resolution (of incident) Time: Based on priority, see SLA Document

Maintenance Windows: Sat/Sun 12:00am – 6:00am (excluding holidays)

Security – Authentication through Active Directory

Business Critical Service: Yes; Recovery Time – 4 hours