Managed Computer Support

What is Managed Computer Support?

ITS uses remote computer management tools to provide efficient service, increase computer security, and save energy for a large number of university-owned Windows and Mac computers. Managed Computer Support is an extension of the services available in the Standard Desktop Support service.

Operating System & Application Patching

We remotely apply patches and software updates to managed computers to ensure current, secure software is being used. Patches are identified, downloaded, and applied over the network to managed computers. There are no "patching periods" as updates are continuously applied as needed.

Patching and remote management tasks may require you to restart your computer. If a restart is required to fully install a patch, you may see a window requesting that you restart your computer.  You can usually delay the restart for up to 12 hours.  More details can be found at Operating System & Application Patching.

Software Installation

We install standard programs remotely over the campus network to managed computers.

Some software installs are available as "offers" that computer users can view and select in the IBM Endpoint Manager Support Center program if and when it is convenient to install.  More details are avaialbe at Offers.

How are Computers Managed?

Managed support is available for computers that are:

Managed support is delivered via standard support tools:

Computer Security

Managed computers receive Anti-Virus and Spyware protection with Sophos Anti-Virus. We apply baseline security configuration settings to ensure minimum network connectivity policy compliance.

We ensure that the Sophos security software:

  • is installed and scanning is enabled
  • scanning engine and virus definitions are up-to-date
  • the campus update server is functioning properly
  • repair failures or infections are detected and investigated

Hardware & Software Asset Management

Detailed computer hardware and software information is automatically collected from managed computers to inform planning and support activities.

Collected information includes:

  • Hardware properties such as CPU, RAM, video card, serial/support ID numbers
  • Operating system info including version, build, uptime, installation dates
  • Installed application names and versions
  • Security settings and configuration details

We do not collect or view information about user data or documents.  More details about asset data is available at Retrieved Properties.