Main Menu Dept. of Technology Services Search

Rate

The published DaaS rate* includes the setup, configuration, maintenance, and deployment of a virtual workspace to an individual user in the cloud.

*Agencies will also be charged the published security and network rates for their connection to the cloud across the State network for each virtual workspace. Agencies will continue to pay the published Desktop Support rate for the regular maintenance and support of their physical devices.

Order Product/Service

See Ordering and Provisioning section

Desktop as a Service (DaaS)

Background

This product description outlines the guidelines for DTS implementation1 of Desktop as a Service (DaaS) for agencies.

As part of the DTS cloud-first initiative and goal to adopt cloud technology, DTS has established virtual workspaces powered in the cloud: DaaS. DaaS provides the setup, deployment, and maintenance of virtual desktop operating system environments and user-associated applications directly in the cloud. As a result, agencies now have the option of choosing a virtual workspace (i.e., a virtual desktop) as an alternative, or in addition to, having all applications and files physically loaded to their employees’ workstations. 

With this solution an employee can access all of their needed applications and files by connecting to their own individual virtual workspace in the cloud. Using this method, data and applications are not loaded onto physical workstations, which means that employees can be mobile and transport their workstations wherever they need to without exposing the data/applications to noncontrolled environments. 

In addition, with DaaS, when agencies request necessary security and functionality updates/modifications to be applied to all virtual workspaces, these changes can be made in a more expedient manner. Thus, the agency can be assured that the same version and format of the applications are being applied to all employees associated with the same virtual workspace environment.

DaaS Overview/Benefits 

The following list outlines general features and benefits of DaaS. 

  • Users utilizing the DTS DaaS product will be able to work from anywhere while maintaining security. There is no VPN needed. Users simply need an approved state-managed device, almost all of which are compatible with the product.
  • Users utilizing the DTS DaaS product will have a dedicated virtual environment (workspace) provisioned in the cloud. This workspace will have access to on-premises resources or internet resources, or any combination of the two. Please note that running a VPN client inside a DaaS workspace is not compatible at this time.
  • The DTS DaaS product offers the flexibility for users to work in low-bandwidth situations, as the connection speed to the workspace does not require large amounts of bandwidth. Maintaining a 10 Mbps connection will help to ensure proper performance.  
  • DaaS data can remain in the workspace and not traverse a VPN or the internet to the user’s physical workstation. Keeping data internal to state systems can help ensure that DTS complies with required security standards.
  • DTS DaaS is currently prepared to handle HIPAA and PCI compliant workloads.
  • DaaS workspaces ensure data is encrypted at rest and in transit. Internet-bound traffic is subjected to the same filtering as on-premises systems.
  • DaaS workspaces are segmented by agency and are further isolated by business unit subnets. As a result, agencies can be confident that no cross-talk exists between their DaaS workspaces and workspaces from other agencies or business units.
  • Users can use their Active Directory login information for authentication to the DaaS environment. When implemented, the workspace and user will receive appropriate group policies.
  • Software installations for users will be autonomous through Microsoft System Center Configuration Manager (SCCM) or through golden images, and support can be requested for DaaS in the same fashion as with a physical computer. DTS Help Desk and Desktop Support teams are prepared to troubleshoot the DaaS environment as if it were a physically deployed computer.
  • The DTS DaaS product currently supports a wide array of peripheral devices, including:
    • USB and bluetooth keyboards and mice
    • Tablet touch input devices
    • Audio output to client devices
    • Analog and USB headsets
    • USB printers

Hours of Support

The hours of support required for DaaS are consistent with the traditional DTS Desktop Support offering and are outlined below. 

Hours of Support

Application

Support Hours

Days of Week

Desktop as a Service

Business hours (8:00 a.m. to 5:00 p.m.)

Monday through Friday

After Hours Support

Must be Negotiated*

*Additional DaaS support must be negotiated at an additional rate.

Specifications for devices that can be managed and supported by DTS are listed in the following Product Features and Descriptions section.

Product Features and Descriptions

DTS-Supported Operating Systems for Use with DaaS (Current OS release or one prior)

All DTS-supported operating system environments (OSEs) are listed in the Enterprise Mobile Device Policy in the “Current Mobile Devices Approved for State use” section.

DTS-Supported Web Browsers for Use with DaaS Web Access

Use of a browser-based web client to access the DaaS environment limits the overall capabilities of DaaS. This may be sufficient for some use cases but is not the recommended method for accessing DaaS. Use of a DaaS client installed on a device maximizes features and capabilities available in DaaS. Understanding that features may be limited, DTS will support an up-to-date version of Google Chrome for accessing DaaS when DaaS is installed on a DTS-managed device.

DTS-Supported Devices for Use with DaaS

All DTS-supported devices are listed in the Enterprise Mobile Device Policy in the “Current Mobile Devices Approved for State use” section.

Rates and Billing

The published DaaS rate* includes the setup, configuration, maintenance, and deployment of a virtual workspace to an individual user in the cloud.
*Agencies will also be charged the published security and network rates for their connection to the cloud across the State network for each virtual workspace. Agencies will continue to pay the published Desktop Support rate for the regular maintenance and support of their physical devices.

Ordering and Provisioning

Customers requesting DaaS services should submit a request via ServiceNow.

Troubleshooting

If you have issues, please request assistance via ServiceNow by taking the following steps:

  1. Go to https://dts.utah.gov.
  2. Click Get Help.
  3. Click Online Support. This will bring up a ServiceNow Create New Incident form.
  4. In the Short description field, type “Request assistance with DaaS.”
  5. Add additional explanation if needed.
  6. Click Submit.

DTS Responsibilities

  • The DTS Help Desk, with possible assistance from DTS Desktop Support, will be the first group to troubleshoot any DaaS issues. Issues requiring additional support may be escalated to Enterprise DaaS Operations Support, depending on the nature of the issue.
    DTS will maintain the DaaS environment.
  • DTS will provide monthly billing and usage reports to the agency.
  • DTS Desktop Support will maintain any customizations for the virtual environment, including customizations to operating systems, applications, and firewalls, through the use of automation tools, such as SCCM. Traditional “golden images” will not be offered or maintained by DTS.

Agency Responsibilities

Agencies have the following responsibilities related to DaaS:

  • Ensure that their workloads in virtual workspaces are being accessed securely from an approved device
  • Identify a point of contact for the initial set up, configuration, maintenance, and support of the appropriate business unit’s desktop configuration
  • Designate dedicated early adopters to test and validate patches and updates to workspaces and applications prior to release to other agency users
  • Provide agency functional support for the use of applications and associated data packaged and delivered via the virtual workspace environment
  • Ensure that all data is properly encrypted at the application level for those functions included in the virtual workspace environment
  • Follow best practices and published security guidelines in the use of those devices accessing the virtual workspace environments in the cloud
  • Notify DTS Customer Support Center of any problems by calling 801-538-3440 or 1-800-678-3440
  • Review subscription counts monthly and notify DTS of any modifications for the following month

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*

DTS Desktop as a Service

95%

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

 


Notes

1 DaaS will only be implemented with authorized cloud providers.