desktops, laptops, PDAs | business neccessities
Today's workstations come in all sorts of varieties, not to mention half of
the time your workforce is mobile. Regardless of make, model, or size,
all need to be updated, upgraded, monitored, protected and backed up,
crash-free, hacker-proofed, defragged, debugged, rebooted, and reinstalled.
And we're just getting started!
If end-users are experiencing frequent computer problems it usually means
that valuable work-time is flying out the window and the emotional stress in
your office is on the rise. We've been there ourselves and we know it gets ugly.
The last thing you need is to be put on hold for an eternity only to be routed
to robots or someone reading from a script and talking down to you.
| download a printable version
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desktop / laptop management
 component overview
digital Hands toolkit
portal access
virus protection
spyware protection
patch management
asset inventory
managed disk defragmentation
local backup service
proactive and reactive
help desk services
end user secure remote
access service
workstation service desk
triage/troubleshooting
business process
priority based escalation
event troubleshooting
and remediation
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OS and hardware
reporting: utilization, trouble tickets,
and service requests
incident management
alert verification of detected
system faults
initial analysis + assessment
interim issue resolution
root cause analysis on system
level events
root cause resolution planning
change control
root cause resolution execution
issue tracking, trending, and
performance management
performance metric definition and tracking
recurring and regular metrics analysis
resource bottleneck identification
preemptive performance recommendations
continually monitored performance criteria
for applications, network, and individual
solution components
system administration
patch management of OS/office applications
upgrade of minor versions (X.X - X.Y)
backup management, w/retention policy
monitoring (OS and hardware parameters)
process alerts from existing monitoring
deploy comprehensive monitoring services
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log and route
customer, vendor, supplier
24/7 event notification,
escalation OS event
automated, custom escalation
(customers/3rd party)
project change, deployment,
and management
project management for
healthy workstation
environment and adaptive
internal resources
change control, w/ tailored
procedures for specific
requirements or new controls
based on ITIL best practices
planning, coordination,
and management of new
workstation installations
knowledge management
and upkeep
system administration
resolution knowledge base
capacity planning
forward-looking analysis
of network
asset management
hardware / software inventory
workstation refresh |