Enterprise Endpoint Management

The N.C. Department of Information Technology's Enterprise Endpoint Management Service provides a reliable client computing environment to more than 4,000 desktop, laptop and tablet users across 15 of North Carolina’s executive branch agencies, divisions and commissions.

Before a user receives a desktop, laptop or smartphone (referred to as endpoint devices), NCDIT’s Enterprise Endpoint Management team configures it to include office automation applications and core computing software that is secure, approved and standardized. 

Users also receive onsite and remote technical support, maintenance and repair of managed hardware and software. 

Together, this establishes a reliable end-user computing environment with minimal disruption and enables your employees to perform their duties with greater confidence.

Order Enterprise Endpoint Management

Getting Help

Support Get Technical Support
NCDIT Service Desk: 919-754-6000
Support Hours 7 a.m. to 6 p.m. weekdays 
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Features

  • Technical support, maintenance and repair of managed hardware and software
  • Software support for standard operating systems, productivity tools and utilities
  • Controlled release of security patches, antivirus updates and other software by accessing individual devices
  • Device scanning for compliance with established standards and security policies
  • Lifecycle asset management:
    • Lifecycle replacement project management
    • Procurement and billing support
    • Asset and configuration management
    • Software license management
    • Document library management for desktop – processes and procedures
    • End-of-life surplus

See the Technical Information section for more details on support and the endpoint management team's services.


Benefits

  • Yearly costs associated with asset procurement and maintenance are budgeted for and reduced.
  • End users’ IT issues are minimized and quickly resolved through a standardized environment that provides effective and efficient incident response.
  • Productivity losses associated with end-user incidents and downtime are reduced due to the more effective troubleshooting capabilities provided by technical staff with Level 1 and Level 2 remote access.
  • End users' IT issues are resolved faster through the help of a self-service knowledge base, training articles, planned maintenance calendar and links to current outages in the Enterprise Endpoint Management Customer Portal.
  • Productivity disruption is minimized with loaner devices available during times of emergency repair or special equipment needs. Further details on the loaner policy, including requirements and billing information, can be found in the Enterprise Endpoint Management Service Level Agreement.

Request Process

To request this service, or for more information, submit a ticket using the NCDIT Service Portal.

Authorization

  • Service requests that incur a cost to the agency will typically require approval from the requesting agency’s CIO, financial officer or manager, depending upon your agency's requirements. 
  • Any staff with access to the NCDIT Service Portal may engage the team for support or information.

Requirements & Customer Responsibility

Required NCDIT Services
Other Technical Requirements & Prerequisites None
Customer Responsibility
  • Agency staff are required to submit a ticket using the NCDIT Service Portal for additional support or information regarding this service. 
  • The staff and agency receiving services are also responsible for end-user communication.
  • The agency must designate staff to support the responsibilities of the administrator role.
  • Services are all-inclusive for agencies that subscribe to Enterprise Endpoint Management’s managed services. For non-managed services, in which the agency’s IT team provides support services, agencies provide end-user training and troubleshooting.

See the Enterprise Endpoint Management Service Level Agreement for more information.

Expected Delivery

Acknowledgment Time The service team should acknowledge a service request within about 5 business days.
Turnaround Time

Turnaround time depends on the number and complexity of different participating department solutions and their timeframes. The service team works with the organization and all other NCDIT departments involved to establish a well-defined service request timeframe to complete a full rollout.

Customers

Suggested For State agencies
Required For None
Spotlight Customers
  • N.C. Board of Barbers
  • N.C. Commission of Banks
  • N.C. Department of Administration
  • N.C. Department of Commerce
  • N.C. Department of Natural and Cultural Resources
  • N.C. Industrial Commission
  • N.C. Department of Military Veterans Affairs
  • N.C. Office of Administrative Hearings
  • N.C. Office of State Controller
  • N.C. Office of State Human Resources
  • N.C. Office of the Governor
  • N.C. Office of the Lieutenant Governor

Support Process

Submit a ticket using the NCDIT Service Portal or contact the NCDIT Service Desk at 919-754-6000.

Service Support Hours

Weekdays: 7 a.m. to 6 p.m., excluding state holidays

Service Availability
  • 24/7 for VIP on-call after hours service
  • Weekdays: 7 a.m. to 6 p.m., excluding holidays, for remote and onsite support

Standard Maintenance Windows

  • Sundays: 4 a.m. to noon
  • Thursdays: 4-7 a.m.
  • Weekdays: 6 p.m. to 7 a.m. for security patch deployment, system enhancements and some system upgrades or updates
Service Communications
  • Changes or outages that might have an impact on customers are communicated through the NCDIT Communications Hub and Agency Change Approval Board. 
  • The agency's admin for this service will support communications to the agency users of the service..
Service Level Agreements Enterprise Endpoint Management Service Level Agreement

Approved rates for this service are published in the NCDIT Rate Schedule.

View NCDIT Rate Schedule

Enterprise Endpoint Management Team

The Enterprise Endpoint Management organization consists of three teams: asset, support and operations.

Team Details
Asset Team
  • Offers guidance for all endpoint devices that NCDIT provides, including desktops, laptops, 2-in-1s, tablets and mobile devices
  • Provides equipment refreshes.
Support Team Provides both onsite and remote support for software installation, break-fix and advanced troubleshooting.
Operations Team Maintains enterprise-wide security tools for monitoring, deploying and securing the entire IT infrastructure.

Hardware & Software Support

NCDIT’s Enterprise Endpoint Management Service is based on the Microsoft Windows 10 Enterprise environment. We utilize Microsoft 365 for office productivity and endpoint protection software, including antivirus, enterprise firewalls and laptop disk encryption, to help protect systems from malicious activity.

Support Level Details
Level 1 Technical Support Via NCDIT Service Desk remote desktop control
Level 2 Endpoint Technical Support    
  • Via NCDIT Service Desk remote desktop control
  • Via technician dispatching
Level 3 Enterprise Management Tools Administration

Provides management and support of enterprise security tools (listed in the table below)

  • CrowdStrike
  • Tanium
  • Microsoft Endpoint Manager (Intune) – MDM and MAM (Mobile Device Management and Mobile Application Management) 
  • macOS Support with Jamf
  • Microsoft Endpoint Configuration Manager
  • Ivanti
  • Enterprise Endpoint Management Support 
  • Enterprise Endpoint Encryption – BitLocker 
  • Bomgar 
  • Group Policy Management 
  • Cisco AnyConnect Start Before Logon
  • Asset Management

 Enterprise Endpoint Management Tools

Tool Description
CrowdStrike NCDIT's next-generation antivirus, firewall and IPS utility
Tanium NCDIT's asset visibility and threat response tool
Microsoft Endpoint Manager (Intune) – MDM and MAM (Mobile Device Management and Mobile Application Management)  A cloud-based enterprise mobility management service that helps enable your workforce to be productive while protecting your corporate data
macOS Support with Jamf Mobile device management integration with Microsoft Intune
Microsoft Endpoint Configuration Manager Hardware imaging, software deployments and patch management
Ivanti Non-Microsoft software application patching
Enterprise Endpoint Management Support Hardware break-fix, software installs, advanced troubleshooting, etc.
Enterprise Endpoint Encryption BitLocker for laptop and tablet disk encryption
Bomgar Remote troubleshooting and customer issue resolution
Group Policy Management Manage desktop policies for improved desktop computing stability and security
Cisco AnyConnect Start Before Logon Consistent remote-access login experience
Asset Management Procurement, imaging, accessories and retirement

Learn more about Enterprise Endpoint Management's maintenance calendar, training and support as well as the division’s leadership in the Enterprise Endpoint Management Customer Portal (NCID required).

Training & Help 

Enterprise Endpoint Management Customer Portal (requires NCID login)

Other Related Links

None

Related NCDIT Services

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