What is a Desktop?A desktop is defined as a collection of technology devices and standard applications needed to support a defined position within the Administrative areas of Vanderbilt. A desktop can be mobile or stationary. A desktop generally includes:
- a monitor,
- central processing unit,
- printer, and
- peripheral equipment such as hand held devices (smart phones and tablets)
1. In the ACQUISITION phase, End User Services:
- Recommends and procures standard desktop configurations.
- Facilitates supplier contracts for hardware and software purchases.
2. In the DEPLOYMENT or setup phase, End User Services deploys desktops:
- Per VMDP standard desktop and standard application guidelines.
- Per VU security and procurement policy.
- Using factory installed images of standard software applications with appropriate configuration and testing.
3. In the maintenance and SUPPORT phase, the Desktop Support Team:
- Works with areas to establish the most effective data backup and recovery practices.
- Acts to correct break/fix situations where users are unable to do their jobs. As necessary, “hot spares” are provided for desktop outages lasting longer than two hours.
- Provides customary and usual support for a standard suite of desktop applications.
Standard desktop applications include:
Basic Software - These are the standard applications supplied with all desktops.
- MS Windows 7 with latest Service Pack and updates
- MS Internet Explorer, Firefox or Chrome
- Anti-virus/Anti-Spyware software
- MS Office Professional
- Adobe Acrobat Reader
- Laptop systems – VPN software
- Note: MS Outlook (a part of the MS Office package) E-mail and Calendar will be configured to access the University’s Exchange server. The Exchange calendar system is intended for institution-wide use for scheduling meetings, appointments, etc.
Additional Software - These are optional applications installed based on user needs.
- MS Project Professional
- MS Visio Professional
- (others likely to be identified over time)
- d. Supports software applicable to the hardware implemented (e.g., CD- or DVD-Rom “burner” programming if a CD or DVD read/write device is installed).
- e. Ensures vendor security updates and patches are installed.
- f. Provides an issue resolution/escalation path (tiered support model).
4. In the DISPOSAL/RETIREMENT phase:
- Desktop Support Team performs a secure “wipe” of all VU data on hard drives
- Department may donate machines to Virtual School or send them to VU Surplus
5. OTHER - GENERAL/BACK OFFICE
- Equipment and software lifecycle management to include maintaining an inventory of desktops, peripherals, and standard software licenses.
- Volume purchasing/leasing.
- Testing of software upgrades.
6. OTHER - QUALITY/SERVICE LEVELS
- Service level objectives (targeted response time for each category of problem) are established and published.
- Emergency on call outside regular business hours.
- Staff training, certification in A+, Network+,Microsoft Certified Desktop Support Technical and Microsoft Certified Professional.