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Intro to DaaS and Request ProcessLEEA MOTEDIRECTOR OF CLIENT EXPERIENCEDEVICE-AS-A-SERVICE EXECUTIVE SPONSOR
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Objectives
The objective of this Lunch and Learn is to:• Provide an overview of the DaaS solution and
ensure overall understanding of what will be delivered.
• Provide an overview of the onboarding and request submission processes.
• Provide information on available DaaS information resources.
• Provide an opportunity for you to ask questions.
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Agenda
• DaaS overview.• Request process.
o How to order a new device.o How to refresh a device. o How to request support for an existing device.o Completing the request form.o Review and approval process.
• Onboarding process.• Upcoming Lunch and Learn and additional resources.
DaaS overview
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What is DaaS?
Device-as-a-Service(aka PC-as-a-Service):A delivery model whereby the provision of enterprise hardware and delivery of end-to-end life cycle services are combined into a single per device monthly subscription.
Monthly Service
Fee
Disposal and Refresh
Tagging and Tracking Assets
Hardware
Device Configuration
Deployment
Break/Fix Support
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Why DaaS?
• Required by statute, Senate Bill 583.
• Initiate RFP for ongoing maintenance of desktop support and management systems for all state agencies.
• Importance on guaranteed savings, price, quality, technical ability and experience.
•Number of devices may be ramped up or down depending on need.
•Multiple device models and configurations available.
Flexibility
•Monthly subscription models improves Total Cost of Ownership by allowing enterprises to avoid a large capital outlay.
Cost effective
•Improved currency of end-user devices due to timely refresh.
Currency
•Secure disposition of devices at end of life (e.g., DoD wipe, secure disk destruction, etc.).
Security
•24/7/365 support.•Tech centers.•Self-service lockers.•Vendor-managed bench stock.
Support
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• OMES partnered with NTT Data as DaaS provider. • NTT is an industry leader in managed workplace
services. • The State of Georgia has partnered with NTT for DaaS
services for over six years; NTT has not missed a single response time.
• NTT has over 2,800 employees in Oklahoma and understands our needs.
• Dedicated 24/7/365 support.
Why NTT Data DaaS?
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What is in scope?Asset management
(hardware and software):Life cycle management
of assets for all managed devices and software.
Office 365 and Windows:Troubleshooting support, how do I and guidance.
Service desk:Tier 1 call center support for
compute device with remote access support
capabilities.
Automation suite for ordering: Custom-built service catalog and suite of automation workflows to ensure timely delivery of services.
Field service and desktop engineering:End-user device build, configure, install software, deployment, break-fix.
Supply chain:Ordering and inventory management of bench stock, exception devices and peripherals ordered with new unit bundles.
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In-scope hardware
In-scope devices:• Laptops.• Desktops.• Peripherals.
o Docking station.o Keyboard.o Mouse.o Monitor.
What’s out of scope:• Mobile devices (e.g., smartphone, iPad, etc.).
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How you request support will not change
Phone support 405-521-HELP (4357)
Email support [email protected]
OMES Service Desk portalomes.cherwellondemand.com
LIVE CHAT
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How will services be delivered?
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Some things will stay the same.
Dispatched field support remains available.
Option for embedded field support if required.
Deskside support delivery and configuration of new devices.
After-hours and emergency support as required.
Security clearance required for agency needs.
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Value-added services – tech center
The tech center will provide employees with a streamlined customer-facingapproach to IT needs including device repairs, tech advice and overall servicing.
• Face-to-face interaction with the tech support representative.
• A convenient area to wait while your computer is being repaired.
• If the computer cannot be repaired in the specified time, a replacement will be issued.
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• Tech can leave a device for you to pick up at your convenience.
• Six locations:o Oklahoma City.o Tulsa.o Lawton.o Ardmore.o Enid.o McAlester.
Value-added services – self-service lockers
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• Customers can view available devices with an automated workflow for agency approvals.
• Select what accessories go with which devices.
Improved services – order portal
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Improved services – order portal
• Completely automated discovery tool for device deployments (no more Excel spreadsheets).
• Tell us when and whereyou want it delivered.
• Customer selects device, manager approves and the agency buyer purchases.
End User Manager Agency Buyer
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Improved services – order portal
• Ability to check order status.
• New devices delivered within 72 hours for metro, 96 hours for remote locations.
Request process
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Order a new device
Log in to the Tech Desk and select the Desktops & Laptops icon.
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Device order portal
Your credentials will already be synced with your computer/email login.
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Current order portal options
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Step 1 – requestor information
• Name.• Contact information.• Requesting employee
contact information.• Agency.• Requested delivery date.
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Step 2 – select device
Displays state-standard devices for you to choose from.
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Step 3 – select accessories
Select the accessories, if applicable.
If no accessories are needed, do notselect anything.
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Step 4 – complete location information
Tell us where to deliver the device.
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Step 5 – select approvers
Tell us who needs to approve this request.
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Step 6 – review order
• Review your order for accuracy and select Submit when completed.
• A confirmation message will appear, and you will also receive an email confirmation.
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Step 7 – manager approval
Your manager will receive an email requesting approval.
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Manager approval queue
Your manger will log into the order portal to review items waiting on their approval.
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Manager review
• Your manger reviews the order and either approves or rejects.
• If a PO has not already been requested in ePro, initiate process at this point.
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Your agency buyer follows the same review and approval process.• They must enter the PO number to be billed
against this order.
Step 8 – agency buyer review
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Refresh a device
If you have an existing device (purchased or leased) you need to replace, select to refresh an existing device.
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Track your order
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How do I find out what device or accessory I should order?
• Contact the OMES Service Desk and press Option 3for support.
How do I get an exemption ID for a purchase?• Requests to purchase versus lease must be
requested through the standard process. If you need assistance, please contact your IT strategist.
Frequently asked questions
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What if I need to request new devices for 10 or more users?• This size of deployment requires more coordination
and should be submitted as a request to the OMES Service Desk.
• An assigned deployment project will start the requirements gathering process.
Frequently asked questions (cont.)
New employee IT onboarding
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Pre-fulfillment process
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Tech Desk portal – employee support
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Tech Desk portal – employee support (cont.)
Notice the other types of requests you can make on the portal.
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New employee onboarding form
• Agency name and department.• New employee name.• New employee ID (from HCM).• Employee type:
o State employee – paid directly by the State of Oklahoma.
o Contractor – paid by an entity other than the State of Oklahoma.
• Start date – please request at least five days prior to employee’s start date.
• Employee location –address, city, office, cube,etc.
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• Note if the office requires new network port or wiring.• Note if there is a phone in the office or if a new phone
is needed.o Basic phone.o Soft phone (used through your computer).o Agency-supplied cellphone.o Phone contact center (used for call center
environments).• Include special instructions for phone setup (i.e., their
calls should be placed in a tree, forwarded, etc.).
Network and phone specifics
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• Note if there is a computer in the office or if a new one is needed.o The new employee form is not the place to request or
order a new computer.• Determine what type of workstation needed (i.e.,
desktop, laptop, tablet or virtual machine).• Note if the workstation is a standard build or custom
(special OS version, etc.)• Detail the printer the employee will need access to
either by name or IP address.• Note if a VPN will be needed at an additional cost.
Workstation specifics
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• Set up like another user – this will prompt Security Provisioning to reach out and review access.
• Needs a scan folder.• Network folder access (if your agency has a specific
form, attach it to the case).
Network access specifics
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• Most computers come standard with the following software:o Windows 10, Office 2016 Pro Plus, 7-Zip, Adobe Reader,
Flash, Java, Notepad ++, Altiris, Encryption (laptops and tablets only) and Endpoint protection.
• Additional software can be requested on the new employee ticket:o Visio or Adobe Pro – requires a new license or one to be
transferred from someone else.o Other software – must list its specifics or it can not be
installed. • All requested software must be on the approved list
to be installed on state devices.
Software specifics
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• Note if a mobile device management license is needed for state-issued devices.o State security policy requires all state-issued mobile
devices to have MobileIron on them.
Other information
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• Each state agency owns its data.• Each state agency is responsible for the accuracy of
its own data.• OMES does not have authority to grant or remove
access over other state agencies’ data.• The state as a whole is responsible for the integrity of
confidential and proprietary information.
It’s your data!
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• DSRs are designated at the authority of each agency director to review and approve staff requests for accounts, access, permissions and deactivations.
• DSRs must initiate or review every new employee form, additional access request, removing of access, etc.
Decentralized Security Representatives
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Request a new computer
Once the new employee form is completed, the device request can be initiated if a new device is needed.
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Device request fulfillment
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Offboarding
• When an employee leaves or separates from state employment, it is important you submit an offboarding case.
• This ensures any access they have is removed, which helps protect state data.
Additional resources
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Join the Lunch and Learn on Thursday, June 25, noon-1 p.m.
• Topics: Tech centers and self-service lockers.
Lunch and Learn 2
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• Visit our DaaS resource page as we are continue to add more information.
• Stay tuned for upcoming newsletters and email updates.• Request a process demonstration from your IT strategist.
Resources
Q&A
