IT Shared Services Catalog | 6 1.2 MANAGED WORKSTATION/PRINTER SERVICES SERVICE DESCRIPTION The Managed Workstation service provides centrally managed workstation services to support and to help secure agency workstations. Use of this service requires agencies to standardize on DTO-supported workstations and mobile computing devices. This service provides options for remote and on-site support to ensure consistent and reliable access to productivity applications and business data. 1. Managed Workstation with Remote Support: This option provides centrally managed workstation services for agency-owned or leased workstations with remote support using remote assistance tools. This option Includes office productivity software and email services. Please note, agencies are responsible for on-site support of workstations. The Division of Technology Operations (DTO) Service Desk or Admin endpoint technicians will provide telephone support and/or use remote assistance tools to address an issue or fulfill a service request. 2. Managed Workstation with On-Site Support: This option provides centrally managed workstation services for agency-owned or leased workstations with on-site support after initial remote support using remote assistance tools. Includes office productivity software and email services. Please note, on-site support is available only in Richland and Lexington counties. If an issue/request has not been resolved through remote support, an Admin endpoint technician will make an on- site service call to address the issue or fulfill the service request. The Managed Printer service provides the configuration and network support necessary to allow users to print, fax, scan and copy documents. Managed Printer Support includes installation, configuration to enhance security, and support for agency-owned or leased printers or multifunction devices connected to the state network (MetroNet). SERVICE NOTES Agency locations must have MetroNet or secure connection to the state network. Agency workstations must be a member of Admin’s Active Directory domain. Agencies purchasing on-site support must purchase service for all workstations at a physical address or agency location. Splitting of on-site and remote support options between workstations at the same physical address or agency location is not allowed. Agency locations outside of Lexington and Richland counties may only purchase the remote support option. Managed Printer service is available at agency locations or physical addresses where the agency also purchases the Managed Workstation service. Agencies are responsible for purchase or lease of networked printers and multifunction devices. Only state-owned or leased printers are supported. Personal printers are not supported. This service does not cover standalone photocopiers not connected to the state network. All services are delivered in compliance with state of South Carolina information security policies, as presented in SCDIS- 200.
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