Endpoint Management Service Handling Document

Overview of Endpoint Management Service Handling and the required call information.

Service Description

An endpoint is a computing device that communicates back and forth with a network, including but not limited to desktops, laptops, servers, and smartphones. Endpoint protection is critical to reduce threats to university networks.

DoIT Departmental Support manages a campus-wide Endpoint Management service that allows campus units to secure their endpoints with centralized HCL BigFix and VMWare Workspace ONE infrastructure. Departmental Support also provides packages for deployment of UW–Madison enterprise software titles and reporting tools to meet UW–Madison and UW System reporting requirements.

Apple School Manager support is also included in this service.

Support Conditions

  • Service Users: UW-Madison faculty and staff
  • Availability: 24x7 with business hours support
  • Server Information: See CMDB: CMDB - Configuration Management Dashboard
  • Unique Support Conditions: Expected response time for issues escalated to technologist is within 1 business hour.

Creating WiscIT Incidents

Select an appropriate service, category and subcategory.

  • Endpoint Management
    • Apple School Manager
      • Console Support
      • Documentation
      • Feedback
      • License Management
      • Onboarding Request
      • Release Request
      • Security or Permissions
      • Submit Incident
    • BigFix
      • Asset Management
      • Certificate Renewal
      • Console Support
      • Device Configuration
      • Device Enrollment
      • Documentation
      • Environment Maintenance
      • Feedback
      • License Management
      • Onboarding Request
      • Reporting
      • Security or Permissions
      • Software Deployment
      • Software Patching
      • Submit Incident
    • Workspace ONE
      • Asset Management
      • Certificate Renewal
      • Console Support
      • Device Configuration
      • Device Enrollment
      • Documentation
      • Environment Maintenance
      • Feedback
      • License Management
      • Onboarding Request
      • Reporting
      • Security or Permissions
      • Software Deployment
      • Software Patching
      • Submit Incident
    • General
      • Submit Incident

For ALL incidents, gather the following minimum required information:

Clear, detailed description of the problem

Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Click the text box to select all, copy with Ctrl+C.

Example Case:

  • Tool (Workspace ONE or BigFix): BigFix
  • BF_Department (if BigFix): Education
  • Organization group (if Workspace ONE): N/A
  • Device serial number (if applicable): C02W1239HTX9
  • Error message (if applicable): N/A

HDQA Notes

See Support Conditions

Creating an Incident (Outages)

Note: This section outlines the full procedure as shared between the Help Desk and SNCC. If you are viewing this doc in the Help Desk KB, steps performed by SNCC Staff will be in italics; if viewing the doc from the SNCC KB, staff should see Help Desk steps in italics.

After Hours Handling

N/A


Keywords:
Endpoint Management Service Handling Document mdm uem tem workspace one ws1 bigfix end point java remediation project java8 licensing openjdk webstart jre jdk oracle asm apple school manager errrir
Doc ID:
109092
Owned by:
Wanjiru P. in DoIT Help Desk
Created:
2021-02-16
Updated:
2024-10-20
Sites:
DoITHelpDesk-internal, hd-cps-internal, SNCC-internal