To meet the needs of customers ITS offers implementation and support of the Apple platform.
Service Description
The ITS Apple Platform Service provides client desktop implementation with network access, file and print service, client hardware and software management, incident and problem resolution, and end user service support.
What is included
- Provision of full Local Area Network and Internet Access integration, including connectivity to email.
- Provision of secure Virtual Private Network (VPN) support with full network access.
- Management of accounts.
- Storage, backup and archive of network files.
- Provision of full service platform support, including those platforms used in Telework such as Citrix service.
- Deployment of workstations and peripherals for use with the Apple Platform.
- Deployment of Workstation Peripheral Devices and Standard Move Support.
- Preparation of training room/conference room facilities.
- Provision of the Microsoft Office software suit. Deployment of other certified software is accomplished via automated methods or by delivery to the ITS hosted distribution portal.
- Management of custom client software licensing and legacy software support.
- Test and deploy the most recent Original Equipment Manufacturer (OEM) released patches and updates for applications. Certification of hardware and software for use on the USDA network
- Change Release and Configuration Management Services for customer needs from Apple OS.
- Coordination and support of platforms related to full disaster recovery and Continuity of Operations Planning (COOP).
- Maintain Security Compliance with current patches and upgrades.
- Provision of loaner equipment during repairs.
- Provision of procurment services hardware BPAs and limited license management for software.
- Management/disposal of inventory
How We Charge
As a bundled service, charges are based on several cost metrics per approved ITS budgets.
Service Level Metrics
| Measure | Target SLA |
|---|---|
| Wide Area Network Availability | 99.5% |
| Internet Access (measured at USDA gateways) | 99.9% |
| New Accounts in 1 business day | 95% |
| Mean Time to Repair/Resolve Hardware and Software Incidents | 70% of all incidents resolved in 5 days |
| Hardware System Deployment | 45 business days from notification to ITS or as separately agreed |
Cost Savings Tips
- Maintain hardware platforms to a current release.
- Update/upgrade legacy customer specific software to remain compatible with current operating systems.
Additional Information
- A customer's full and thin client workstation hardware can be purchased off ofOCIO/ITS blanket Purchase agreements (BPAs).
- Use of this service presumes use of ITS Network Services. For those customers where other networks are utilized, custom pricing may be required.