Desktop Management (SCCM) Service
Computing and Communications (C&C) will use the MicroSoft System Center Configuration Manager as the underlying product for a desktop management service to improve client satisfaction and have more efficient, effective, proactive security and administration of the desktop environment. C&C will realign our support structure / management as appropriate to create an efficient support environment.
C&C will acquire external Professional Services to provide expert SCCM advice to C&C’s service support teams to develop the operational policies and procedures, design and build the service components, and roll the service out to our clients.
This project will build a new desktop management service that is expected to expand in the coming years. Initially this will be for approximately 2000 Windows-based pc’s and laptops managed by C&C on the St. John’s campus.
The project is being undertaken to
- Reduce tickets
- Increase first call resolution
- Reduce time to close tickets
- Improve security and risk management.
Clients will see
- More assistance with some types of 1st calls
- Less need for visits to client offices
- Less exposure to virus incidents
- Shorter downtime to recover from a virus incident
Summary Project Schedule
Tasks / Services
|Summer 2013||Planning, Procurement, Design, Installation, Testing|
|September / October 2013||Pilot|
|October 2013 - March 2014||Deploy SCCM agent to client devices|
|Fall 2013 – Winter 2014||Roll out Application Management (Patching) Service|
|Winter 2014 – Spring 2014||Roll out Remote Assistance Capabilities|
|Winter 2014 – Spring 2014||Roll out OS Deployment Service|
We will communicate the coming changes, and the impact and benefits of this central management tool to our clients throughout the project.
For further information contact:
Audrey Power – Project Manager, C&C - PMO