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Enterprise Desktop Services

DTS Enterprise Tools

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We have some exciting new enterprise IT tools available to state agencies. Please work with your IT director if you have any questions or specific needs. 

Products Covered on this Page


Salesforce

What is Salesforce?

Salesforce Product

Who can use it?

579 licenses available

When can we start? 

December 1, 2020

How do we order?

Work with your agency IT director, who will then contact Adam Frisbee.

How much does it cost?

Salesforce is free for one year starting December 1, 2020.

After December 1, 2021, pricing will depend on how many licenses we order. You can see more information on pricing here: DTS Salesforce Licensing Agreement

Have questions?

Contact your IT director, who will then coordinate with Adam Frisbee.

Lucidchart and Lucidspark

What is Lucidchart?

What is Lucidspark?

Note: Do not store sensitive data in Lucidchart or Lucidspark.

Who can use it?

Any employee with a @utah.gov account can get an unlimited license for the enterprise edition.

When can we start?

December 11, 2020

How do we order? 

In your utah.gov Google account, click on the app icon (the waffle 9 dots at the top) and scroll down to find the apps.

How much does it cost?

Lucidchart and Lucidspark are free for one year starting December 11, 2020. 

After December 11, 2021, pricing will depend on how many employees want to continue their subscriptions. The current enterprise edition annual subscription is approximately $200+ per user per year (for each LucidChart or LucidSpark). For 1,000 subscribers, the initial estimate is at least 50% discount.

Have questions? 

Contact your IT director, who will then coordinate with John Barrett.

Zoom

What is Zoom? 

Zoom Enterprise Edition is a supplement to Google Meet and is only meant to be used for something that Google Meet can’t do (e.g., the number of meeting attendees exceeds 250 users, webinar attendees include non-@utah.gov participants, centrally managed meeting controls are required, etc.). There is also a shareable webinar add on for up to 10,000 attendees available with the license. 

Who can use it?

The state has 1,000 licenses for Zoom Enterprise. Licenses will be distributed equitably based on agency size. Here is an estimate of how many licenses each agency could receive based on number of employees. 

 

When can we start?

December 1, 2020

How do we order? 

Coordinate agency requests with your IT director. IT directors can place orders via the Zoom License Request Form

How much does it cost?

Zoom is free for one year starting December 1, 2020. After December 1, 2021, pricing will depend on how many employees want to continue their subscriptions. The current estimate is anywhere from $24.75 to $300.00 per user per year. Webinar add ons will depend on sizing and quantity.

Have questions?

Zoom Tutorial Videos

Contact your IT director, who will then coordinate with John Barrett.

Domo

What is Domo?

Why Domo? “With Domo, you can dynamically integrate data from thousands of sources, turn data into live visualizations, and extend Business Intelligence directly into workflows and applications.”

Utah Example

Who can use it?

Unlimited license for state employees

When can we start?

December 15, 2020

How do we order?

Contact your IT director.

How much does it cost? 

Domo is free for one year starting December 15, 2020. 

After December 15, 2021, pricing will depend on how many licenses we order. See the estimate here

Have questions?

Contact your IT director.

Post Updated: December 15, 2020
Posted On: December 15, 2020

Enterprise Mobility Management (EMM)

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The State of Utah has implemented an enterprise mobility management (EMM) system to manage, monitor, and secure access to State resources by mobile devices, per State policy.

The term mobile device, as used in this product description, means a portable handheld computing device (i.e., tablets and smartphones). As defined in the Department of Technology Services (DTS) Enterprise Mobile Device Policy, the term includes “Any mobile computing device, mobile phone, tablet computer, or laptop computer that accesses and stores information.” Mobile devices may differ from their larger counterparts in the following areas:

  1. Mobile devices are more likely to have built-in cellular wireless capabilities.
  2. Supported mobile devices typically utilize the Android or iOS operating systems.
  3. Mobile devices utilize touch screen and voice as primary input methods.

EMM combines the capabilities of both mobile device management (MDM) and mobile application management (MAM). EMM is also device agnostic, so it can be leveraged to manage more than just mobile devices.

While, by definition, MDM services allow for the management, tracking, and securing of enrolled devices, MAM addresses access to business applications and content. These combined capabilities in an EMM system can greatly enhance an agency’s security posture.

Hours of Support

Application

Support Hours

Days of Week

Enterprise Mobility Management

Business hours (i.e., 8:00 a.m. – 5:00 p.m.)

Monday through Friday

Note: The following list of features is dependent on a device’s built-in capabilities. Some features may not be applicable to all devices. Self service support options are available 24 x 7. However, live support for EMM services are available during the business hours shown above.

Management and support of mobile devices at the sub organizational unit (OU) level will need to be reviewed by DTS with the agency in order to ensure that adequate support, maintenance, and billing is possible.

Product Features and Descriptions

Supported Platforms

Android: Manages Samsung and Motorola mobile devices
Apple iOS: Manages iPhone and iPad devices

See section 3.6 of the Enterprise Mobile Device Policy.

Single Device Enrollment

  • Allows self-service enrollment for end users who want to use the State’s network services
  • Automates user authentication and device assignment
  • Enforces acceptance of End User License Agreement(s)

Bulk Device Enrollment

Stages devices prior to assignment to simplify the enrollment process. Apple’s Device Enrollment Program (DEP) is utilized for bulk enrollment of Apple devices.

Knox and Zero Touch are utilized for bulk enrollment of android devices.

Mobile Device Inventory

Provides mobile device inventory for devices procured through DTS

Self-Service Portal

  • Provides self-service support capabilities without DTS involvement
  • Enables an end user to clear the user’s passcode and locate the user’s device

Broadcast Messages

Sends a customized message to an end user’s device

Cloud Support

  • Stores documents in a cloud-based content management console that is fully encrypted
  • Uploads documents individually or through a bulk import
  • Supports multiple document types, including Office documents, iWork documents, PDFs, JPGs, etc.
  • Organizes content using custom document categories and metadata
  • Tracks document versions and update history
  • Shows which users have downloaded a file and when the file was last viewed

Device Tracking

Enables users to find or track devices that are equipped with location services or GPS

Note: This is an optional feature that is enabled/disabled through location services and GPS on the mobile device.

Application (App) Support

  • Distributes managed (enterprise or agency) apps wirelessly with minimal user interaction
  • Provides per-app VPN tunneling with enterprise network
  • Integrates directly with public app stores, like Apple iTunes Store and Google Play Store, to provide agency-approved or public apps
  • Secures the distribution of apps based on groups with unique requirements and access
  • Provides an enterprise app catalog where users can view, install, and update apps approved by an agency or the State
  • Provides an agency app catalog of agency-developed apps
  • Restricts native apps on a device by way of an approved/unapproved
  • Installs, updates, and removes managed apps from a device remotely

Policy Enforcement

Enforces custom agency license and policy agreements that require acceptance during enrollment

Enterprise policies include, but are not limited to:

  • Passcode policies
    • Implement passcode enforcement with the ability to lock access after failed attempts
  • Device restriction policies
    • Require a device passcode with configurable complexity, length, lock, and wipe rules
    • Enforce full device and storage card encryption according to agency policy
    • Lock down an end user’s ability to use specific device features, apps, and web browsing
  • Customizable policies
    • Configure settings and policies based on ownership in line with agency or State (or both) policies
    • Set up enrollment restrictions to block users or devices based on platform, version, etc.
  • Required software installed
    • Force the installation of agency required software, which will include anti-virus software.

Mobile Device Management

Provides agencies any combination of the following three administrative roles:

  • Help Desk role: Allows users to perform enterprise and/or full device wipe and locate all devices (if location services are enabled) that are registered within the agency’s organizational unit defined in MDM
  • Read Only role: Allows users to view the properties of devices registered within the agency’s organizational unit. However, users cannot make any changes to the device
  • Report Viewer role: Allows users to run predefined reports against the devices registered within the agency’s organizational unit

Provides agencies the following options for managing and supporting their devices:

  • Manage and support their own devices with the access provided by the aforementioned administrative roles
  • Partner with DTS in managing and supporting their devices
  • Defer to DTS to manage and support their devices

Document Management

  • Configures what data is collected and who can view it for different device groups
  • Authenticates users before allowing them to view and download agency documents
  • Defines effective dates and expiration dates for EMM system managed content
  • Defines settings for document transfers over cellular or Wi-Fi networks
  • Enables users to view documents offline or only while online
  • Stores approved content for offline viewing
  • Updates all documents with a single click

Device Security

  • Sends commands on demand to devices to request info or to lock or wipe a device
  • Retires devices as needed (i.e., unenrolls device from agency environment, removes State data if device is a non-corporate-owned device or wipes the device if the device is corporate owned)
  • Disables access to corporate apps if an end user leaves or loses their device
  • Implements passcode enforcement with the ability to lock access after failed attempts
  • Encrypts data in transit and data stored within an enterprise

Agency Content Protection

  • Isolates personal and corporate data on a personal device
  • Provides privacy settings to prevent viewing of personal data
  • Removes corporate access and data for noncompliant devices

App Purchasing

Facilitates purchasing of app licenses for use on mobile devices

Features Not Included

App Purchasing

The following app purchasing functions are not included:

  • Tracking Volume Purchase Program (VPP) orders, including order date number and status
  • Monitoring licenses purchased, redeemed, and remaining for each order
  • Associating orders to a purchase order number, agency, and/or ELCID
  • Uploading, storing, and distributing redemption codes to authorized users
  • Confirming the redemption of codes and successful installation of apps

App Use Training

Training on the use of any app is not included.

Device Training

Training on the use of a device is not included.

Mobile App Development

Developing mobile apps is not part of this service.

Backup

Backing up of the data of any type of device is not included.

App Publishing

App publishing is not included in this product.

Rates and Billing

Feature

Description

Base Rate

EMM Services

The services listed in the Product Features and Description section of this document are included, in part or full, as described. 

Incorporated in Security Rate (See the security rate under the Network Services section of the DTS Rates page for the current fiscal year)

Ordering and Provisioning

Some features of EMM must be ordered by the agency and provisioned by DTS for that agency. To order specific EMM services, such as Application Support and Agency Content Protection, an agency manager will need to perform the following:

  • Download and complete the EMM Advanced Services Order Form.
  • Perform the following steps to submit a ServiceNow request with a copy of the completed EMM Advanced Services Order Form attached:
    • Open a web browser and go to: https://dts.utah.gov.
    • Click Get Help.
    • Click Online Support.
    • Click the paper clip (Manage Attachments) in the upper right-hand corner of the page.
    • Click the Choose File button.
    • Find and select the completed EMM Advanced Services Order Form.
    • Click the X in the upper right-hand corner of the Attachments window to close the window.
    • Complete the rest of the fields on the Create New Incident page.

Click the Submit button in the lower right-hand corner of the page.

DTS Responsibilities

  • DTS is responsible for maintaining a 99% uptime of the EMM system during business hours, as defined at the top of this product description. Any needed support of the EMM system outside of business hours will require a negotiated special billing agreement.
  • DTS is also responsible for:
    • maintaining the EMM system,
    • setting up EMM services for agencies, 
    • completing needed changes to any agency EMM services,
    • performing backups of the EMM system and any subparts used to support it, 
    • completing updates and upgrades to the EMM system and all of its components, 
    • maintaining the servers and the operating systems hosting the EMM system, and 
    • managing and maintaining the MSSQL DB component of the EMM system.

Agency Responsibilities

  • documenting, monitoring, communicating, and enforcing any agency security policies that modify or are in addition to enterprise policies;
  • detailing how any customized part of the MDM services requested by the agency are to be used and how they are to be managed;
  • reporting any loss of services or outages to DTS;
  • managing content outside of the MAM services;
  • managing and supporting unsupported devices; and
  • approving or disapproving third-party applications deployed via EMM for compliance with agency security regulations and requirements.

DTS Service Levels and Metrics

In an effort to improve service to our customer agencies, DTS will measure and report on the following enterprise metric goals:

  • Application Availability
  • Resolution Time
  • Initial Response
  • First Contact Resolution 
  • Customer Satisfaction Surveys and Reporting

Application Availability

Application availability measures DTS’s efforts to ensure that agency key business applications meet the percentage of availability goals identified in each agency’s service level agreement. DTS will determine application availability based upon the collective measurement of the configuration items (both hardware and software) that are required in order to support the agency business services applications. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Application Availability*

EMM

99% during business hours

Table Note: *Times exclude those tickets in a “Pending” status waiting for a known bug fix.

Resolution Time

Resolution time measures DTS’s efforts to resolve customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Total Time to Resolution 

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 6 business hours

90%

Medium priority: 4 business hours

90%

High priority: 3 clock hours

90%

Critical priority: 3 clock hours

90%

Initial Response

Initial response measures DTS’s efforts to respond to customer incidents within the timelines set below based on urgent, high, medium, and low priorities. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php.  

Time to Initial Response

Target Percentage of Tickets Meeting
Priority Timelines

Low priority: 1 business hour

85%

Medium priority: 1 business hour

85%

High priority: 1 clock hour

90%

Critical priority: 30 clock minutes

95%

First Contact Resolution

First contact resolution measures DTS’s efforts to resolve customer incidents on a customer’s initial contact with either our help desk or a technical specialist. These metrics will be reported each month, by agency, and will be presented in a cumulative report showing DTS’s efforts over several months. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Percentage of Reported Incidents Resolved on Initial Contact

First Contact Resolution

65% 

Customer Satisfaction Surveys and Reporting 

All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary. 

The chart below identifies DTS enterprise goals for customer satisfaction. Cumulative monthly reports will be created displaying the level of customer satisfaction with DTS support. These reports will then be posted on the DTS Metrics Web page at https://dts.utah.gov/metrics/index.php

Metric Description

Target Levels of
Customer Satisfaction

Average level of satisfaction with resolution efforts

≥ 4.5 on a scale of 0–5

Percentage of respondents expressing satisfaction (vs. dissatisfaction)

93% of respondents satisfied

Post Updated: August 24, 2020
Posted On: August 24, 2020

Enterprise Service Desk

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The DTS Enterprise Service Desk (ESD) is an assistance and information resource for State employees who need to resolve technical problems, request information, seek general assistance, or order DTS products and services. The ESD is accessible 24 x 7
via telephone and the Web.

Product Features and Descriptions

24x7x365 Service Desk Application

  • DTS-supported Service Desk application is always available for use by division/agency support staff.

Multiple Methods of Ticket Entry

  • Web-based Requester or Support Console
  • Live Chat – Preparation must be made to ensure that Live Chat support staffs are adequately prepared to support specific products or services.
  • Telephone – local and toll-free long distance depending on division/agency policy

Automated Notifications

  • Email/paging notifications are generated automatically based on Initial Response and Resolution targets or manually, as needed.

Read Access to the Bulletin Board

  • DTS Service Desk maintains a Bulletin Board to apprise customers of current issues.

Problem Resolution by Service Desk Staff

  • DTS Service Desk will create tickets to resolve problems related to connectivity, hardware failure, application software and the workstation operating system. They may work on problems directly or assign tickets to others within DTS who are able to resolve
    the issue.

User Administration

  • DTS staff manages user profiles, and implements log on and service permissions on behalf of all customers/users.

Query Engine

  • Queries can be formed to assist in locating existing tickets, identifying support bottlenecks, etc.

Standard Help Desk Routing

  • Tickets are routed to divisions/agencies and their support groups based on predefined parameters.

Intra-group Re-routing of tickets

  • Division/agency support staff can re-assign tickets to other support staff within their own groups.

Single Point of Contact

  • The DTS Service Desk will be the single point of contact for open incidents and outages.

Inter-agency Re-routing of tickets

  • Division/agency support staff can, by mutual agreement, re-assign tickets to support staff in other divisions/agencies, as governed by DTS policies.

Archiving

  • Older tickets are archived and retained for future reference.

Requester Console View

  • All division/agency staff have browser-based access to a limited set of common functions.

Support Console View

  • Properly licensed division/agency support staffs have access to the traditional, direct user console into the Service Desk application for expanded functionality.

Backup and Restore

  • The Service Desk database is backed up nightly to facilitate rapid restoration of data if needed.

Features Not Included

Voice Telephony and Data Circuit Ordering

  • Ordering of voice telephony services and data circuits is handled by DTS Order Desk staff using the ARIES ordering, billing and inventory system.

Rates and Billing

No separate charge

  • The costs of this service are allocated to other DTS products as overhead.
  • Base Rate – N/A

DTS Responsibilities

Provide the Service Desk application for use by all DTS staff for the capture, assignment, tracking and resolution of all technical incidents and requests.

Provide 24 x 7 system availability and staffing for the DTS Enterprise Service Desk service.

Provide instruction and training on product use.

Notify divisions/agencies of application or server problems that may interfere with performance.

Monitor usage and maintain statistics and data for Service Level Agreement verification and other management purposes.

Division/Agency Responsibilities

All customers should report problems and requests to the appropriate DTS Campus Service Desks. If they are unable to resolve the issue it will be handed off to next level of support.  A complete listing of all DTS Campus Service Desks are identified below:

DTS Capitol Hill Service Desk

All agencies on Capitol Hill: 801-538-3440 or 1 800-678-3440

DTS Metro A Service Desk

Financial Institutions: 801-538-5774

Commerce, Labor Commission, Public Service Commission, H&A: 801-538-5770

Work Force Services: 801-526-4357 Option 2

DTS Metro B Service Desk

Environmental Quality: 801-538-5775

Human Services: 801-538-5772

Tax Commission: 801-297-2727

DTS Metro C  Service Desk

Corrections, Board of Pardons: 801-538-5777

Public Safety: 801-965-4066

UDOT: 801-965-4901

DTS Metro D Service Desk

Agriculture and Food, Alcohol Beverage Control, Natural Resources, Health: 801-538-5779

Ensure that Division/agency staffs abide by DTS Enterprise Service Desk policies and operating guidelines.

Develop and implement division/agency procedures and governance to ensure that incidents, requests and orders are captured and that work is recorded in a timely fashion.

Notify DTS Enterprise Service Desk staff promptly when changes are made to groups or individuals supporting products or to products themselves.

Post Updated: February 5, 2016
Posted On: January 20, 2016

Desktop Support

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DTS provides desktop services for government owned desktop devices that reside in the customer environment and access the State’s business systems. Equipment such as, but not limited to: notebook PCs, desktop PCs, tablet PCs, monitors, docking stations, external media drives, system printers etc. DTS shall ensure that applications are accessible from desktop devices.DTS will ensure access to applications accessed from desktop devices.

Desktop Services Features and Descriptions

Desktop Services Includes:

  • Initial setup, configuration, user access and installation of desktop computer hardware and peripherals.
  • Initial setup, configuration, and installation of desktop operating systems and licensed application software.
  • Troubleshooting of network connectivity from the desktop to the nearest network connection point, i.e. wireless access point, VOIP phone, managed desktop switch, data jack, etc., to ensure access to network file systems and printers.
  • Troubleshooting and maintenance of desktop equipment that is still under warranty. Support for devices with expired warranty is limited to troubleshooting only. Extended maintenance agreements are available through DTS and serviced by a third party.
  • Troubleshooting of peripherals connected to desktop and laptop computers which are covered under DTS Desktop Services. This includes installation and connectivity for devices such as printers, scanners, credit card readers, cash drawers, etc.  This service does not include cost of initial purchase, inventory tracking, costs for upgrades or repair, or maintenance contracts for peripherals.
  • Operating system support and maintenance, including troubleshooting and installation of software patches and updates.
  • Operating system upgrades.
  • Technical support for incidents and service requests that cannot be resolved or cannot be facilitated by the DTS Help Desk.
  • Decommission devices that will no longer be in service, and prepare them to be recycled. Adjust device count as needed. As per Administrative Rule R3326202(1)(2), Disposal of State owned surplus electronic devices purchased through DTS prior to the agency transferring the devices to vendor under contract with the State.

Incident Tracking System

Service requests and incidents are managed through the DTS Help Desk Monday through Friday from 8:00 a.m. – 5:00 p.m. Hours of support vary by product and metrics.

Customer requests/incidents are given a unique identifier, assigned to a support group, and tracked to completion or resolution. Tracking incidents enables DTS to discover, analyze, and eliminate common problems in the computing environment.

Ticket Escalation

Ticket escalation is based on the importance and degradation application/service/hardware and the size of the group of customers affected. Tickets that cannot be resolved through the Incident Management or Service Request Management processes are escalated to Problem Management for resolution.

Ticket Point of Contact

The DTS Help Desk is the recommended single point of contact for reporting and inquiring about service requests and incidents.

Daily Communication

The customer may contact the DTS Help Desk for a status on an open ticket/request 24×7.

Features Not Included

Hardware Purchasing and Ownership

The purchase of supported devices is the responsibility of the agencies. Purchases are facilitated through DTS; however, the agency has the responsibility to pay for the equipment. DTS should be consulted whenever equipment is purchased to ensure compatibility.

Server Administration, Management, Maintenance and Upgrades

For more information on server administration, management, maintenance and upgrades, refer to the DTS Enterprise Hosting Services product description https://dts.utah.gov/getaproductservice/dtsenterprisehosting-services.php

Software Licenses

Each customer agency is responsible for purchasing and maintaining software licenses. This includes:

  • Per user license,
  • All Microsoft Office software,
  • All operating system software used on the desktop or notebook.
  • Any other software required by the customer/agency business practices and server resident applications, and
  • Any other software used on the desktop or notebook PCs

Support for Telecommuters

  • DTS does not provide support to telecommuters at the home. Per policy, the employee is required to bring equipment into the office for support if support cannot be provided remotely.

Servers Administration and Hosting

  • Server hosting, server hardware, and server operating system maintenance will be administered by the DTS Hosting group.

Ordering and Provisioning

To utilize Desktop Services support, you may contact the DTS Enterprise Help Desk at 8015383440, submit an incident or request online at https://dts.utah.gov/index.php, or contact your campus service desk agent.

DTS Responsibilities

DTS has the responsibility to:

  • Provide support during published hours for questions and/or problems through the DTS Help Desk.
  • Maintain applicable vendor contracts for products and services provided.
  • Notify customers of any changes to the product.
  • Provide the customer agency notification of scheduled downtime prior to upgrades or maintenance whenever possible.
  • Provide the customer with quarterly device counts for billing purposes.
  • Help agency business managers in the evaluation and selection of desktop/laptop products and services.
  • Set up the agency’s File/Print environment.

Agency Responsibilities

The customer agency has the responsibility to:

  • Verify billing statement is correct each month and submit any questions through the DTS Help Desk.
  • Provide DTS with a monthly device count for billing purposes.
  • Purchase all software licenses prior to DTS support.
  • Approve device counts provided by DTS for billing purposes.
  • Pay for all Master License Agreement (MLA) licenses and quarterly maintenance fees.
  • Report incidents through the DTS Help Desk.
  • Pay costs associated with upgrades and maintenance to customerowned applications.
  • Provide proof of licensure for agency owned applications.
  • Provide physical copies of applications to be installed, if required.
  • Approve decommissioned devices to be recycled. If in the outlying rural areas, transportation to recycler may be required to be provided by the agency, according to policy.
Post Updated: July 1, 2019
Posted On: January 20, 2016