Endpoint Management

Audience: Staff, IT

Overview 

The Endpoint Management Service delivers centralized technology to aide in comprehensive management of endpoint computers. The Endpoint management service provides tools for IT staff to help manage applications, update software, deploy operating systems, and help ensure desktop/laptop compliance within university policies.

  • Windows Device Management via SCCM
  • Apple Device Management via Jamf

Note: This service is intended for IT support professionals. End users should contact local IT for support.

Features 

  • Deploy applications, software updates and operating systems
  • Configure and enforce security policies
  • Hardware and software inventory

Supported operating systems:

  • Windows 10 up to and including 1803
  • Windows 8.1 (x86, x64): Professional, Enterprise editions
  • Windows 7 with SP1 (x86, x64): Professional, Enterprise editions
  • macOS 10.10+, iOS 8.0+, tvOS 10.2+

Requirements 

An individualized action plan is created for each unit, which entails assisting with tool configuration and knowledge transfer. Units will provide at least one locally hosted physical machine as the distribution points (SCCM) or file servers (JAMF).

Recommended DP

All devices managed via jamf must be enrolled in Apple's Device Enrollment Program (DEP).  When ordering your device from Bookstore, please include a request to put this device in DEP in the order notes.  If you need to have a device (Mac only) enrolled retroactively, please open a support ticket.

Cost 

  • Estimated cost for SCCM per endpoint a month: $0.92
  • Estimated cost for Jamf per endpoint a month: $2.60

Support 

Workflow Contact Target Resolution Time Escalation
User incident with application Local IT - ACCC
User application request Local IT - ACCC
Service provisioning request Local IT use ACCC EPM Service Request Form 5 business days ACCC Manager
Request for new or update/patch software Local IT use ACCC EPM Service Request Form 10 business days ACCC Manager
Update/patch OS/Driver Request Local IT use ACCC EPM Service Request Form 5 business days ACCC Manager
Incident related to End Point Management Service Local IT email: endpointmgmt@uic.edu 5 business days ACCC & Microsoft
Report service outage Contact ACCC NOC (312) 413-8080 Option 2 1 business day Microsoft

Further Information 

ACCC Service Level Agreement (SLA)

Service Request Fulfillment Time

2-10 business days.

Incident Resolution Time

1-5 business days.

Service Availability 24x7, support available 9:00 AM - 5:00 PM CST Monday - Friday
Service Backup Recovery Point 1 business day 
Service Backup Recovery Time 1-3 business days
Maintenance Window(s) Thursday Night from 5:00pm to 6:00am. Approved ACCC maintenance window(s):  accc.uic.edu/service-status
Late March and September: Scheduled major update releases of SCCM from Microsoft
Service Notification Channel(s) ACCC News and Alerts: accc.uic.edu/news/all
REACH distribution email list.
Reviewed to Ensure SLA Meets Business Requirements

Provisional SLA - Currently under IT Governance review.

Date Reviewed

Provisional SLA - Currently under IT Governance review.

Departmental Liaison Role

  • Provide localized tier 1 support for client endpoints
  • Image endpoints, ensure OS updates are applied
  • Create, package, deploy unit required applications
  • Deploy university shared applications
  • Give input and guide university shared application development
  • Maintain local physical distribution point
  • Serve as point of contact for ACCC to re-route local end user incidents