1. Managed Desktop
Andrea Beesing
April 5, 2016

2. Agenda Introductions Service Description Value Proposition Metrics
Cost
Security
More information
Q&A

3. Introductions Service owner: Andrea Beesing
Service manager: Eric Nobel (former), new TBD
Other service delivery team members:
Pete Skura
Pete Caforio
Kris Barth
Keene Silfer
Jeff Coville
Josh Gerner

4. Service Description Service name: Managed Desktop Product(s):
Configuration Manager (Windows)
Casper (Macs)
System Center Endpoint Protection (anti-virus software)
Secunia (third-party application patching)
Provides tools to automate the deployment and ongoing maintenance of desktops and laptops in compliance with University policy
Available to:
TSPs
Fee? Yes, beginning in FY17
Service tier: Two
Tier 2 services provide customers with the important capabilities to meet the university's teaching, research, outreach and administrative needs. The impact of a service disruption may not reach critical state, or may become a crisis some hours to days after the disruption has occurred.

5. Value Proposition Cost containment Customer impact - user
Cost reduction over localized support model*
Increase in number of endpoints per IT support staff from 150 to 220
$180/endpoint savings
For 2000 endpoints – 9 FTE vs. 13 FTE
Reduction in costs related to endpoint compromises
Customer impact - user
Minimal user intervention for software installs, updates
Decreased downtime related to endpoint compromises
Customer impact – support provider
Ease of software deployment, endpoint provisioning
No need to maintain infrastructure, software license
*Based on numbers from Bain report

6. Value Proposition Advances goal of policy compliance
Streamlined deployment of patches, encryption and escrow of encryption keys (5.10, 5.3)
Visibility into patch and configuration compliance of endpoints (5.10)
Good systems inventory practices (5.7, 5.10)
Efficient response to security incidents (5.10, 5.4.2)
Gather system info
Review of applications and processes
Deployment of forensic tools

7. Value Proposition Key benefits
Library of commonly used software, centrally managed and updated
Library of patches, both operating system and application software
Migration path for new operating systems
Inventory and reporting of unit endpoints and software
Collaborative campus testing of patches, applications and operating system images
229 people on MSFT testing
70 for third party testing
Mention patching subscription as way to derive more benefit. These units are subscribed to MSFT and third-party app patching: CIT, DFA, Day Hall
These units subscribed to MSFT patching: SSIT, Planning and Budget, Engineering
AAD

8. Security
Mitigates risk of end user system compromises that can lead to:
Information loss
Reputation loss
Loss of staff productivity due to system compromise
Financial loss related to notification requirements
Mitigates these risks by automating:
Patching of software vulnerabilities
Rapid response to zero-day exploits
Encrypting of staff workstations
Application of malware protection to workstations
Only managed AV for Windows with move from SEP to SCEP

9. Operating System and Browser Support
Windows 10 support? Yes
Mac OS X (El Capitan)? Yes
Browser limitations? N/A
Still support Windows 7

10. Metrics FY16 Q2 FY 16 Q2 Metrics Number of Windows workstations 6,862
Number of Mac workstations
2,572
Total workstations
9,434
Availability
100%
Changes (upgrades, patches, service paks) 5
Mac workstations include IOS devices

11. Cost Cost to deliver the service: Fee for service: FY16 – no fee
FY17 – $15/year
FY18 – tiered model, see next slide
FY 16 Total Cost
$395,072
Hardware* & Software
$110,380
Labor
$250,000
Staff Support
$17,346
Administrative Overhead
Cost per endpoint
$41.88

12. Rates – Proposed for FY17 Special two-for-one rates in FY17 After FY17
$1.25 per month per endpoint
One-time onboarding fee of $600 waived
After FY17
1-500: $2.49 per month per endpoint
501 – 1,000: $1.87 per month per endpoint
>1,000: $1.49 per month per endpoint
$600 onboarding fee for new units
Hourly fee of $79/hour for consulting

13. More information
Service web page:
Service level expectations:
Service catalog entry:
Service quarterly report:

14. Questions?