IT Shared Services Catalog | 7 1. Managed Workstation with Remote Support Software  Software management, maintenance and support vary by software type.  Software types are divided into four categories. Specific software titles are assigned to each category. Please contact your agency’s ARM representative for detailed information.  Critical patch management for managed and supported applications.  Security compliance and configuration support of managed applications.  Technical and integration support for managed and supported applications. File Storage  Dedicated private network folder for users in addition to shared access to network folders as determined by user’s assigned business roles. Network storage is backed up nightly with a 30- day retention period. Support  Technical support through the use of remote support tools, to include:  Remote troubleshooting, diagnosis, and remote assistance of operating system, productivity tools and security application issues.  Remote driver installation and configuration of workstation compatible peripheral devices. Legacy or incompatible devices may not be supported.  Remote troubleshooting, diagnosis and remote assistance of locally attached printer issues to workstations covered under this service.  Critical patch management of supported software and whole disk encryption help enhance workstation security.  Hard drive sanitization in accordance with policy standards for workstations at end of life.  Remote customers needing support for issues that cannot be resolved using remote support tools, may ship or deliver workstations to Admin’s Broad River Road facility. 2. Managed Workstation with On-Site Support Includes everything provided under Managed Workstation with Remote Support, plus the following:  On-site service technician visit, after initial remote assistance (on-site technician visits are available only in Lexington and Richland counties).  Scheduled workstation installation and initial configuration at agency office location. MANAGED WORKSTATION – SERVICE DETAIL