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 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.
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 http://dts.utah.gov/getaproductservice/dtsenterprisehosting-services.php
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 http://dts.utah.gov/index.php, or contact your campus service desk agent.
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.
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.