This document provides an overview of managed IT services including helpdesk and desktop management, on-site support, ticketing, and desktop/laptop lifecycle management. Key services include remote helpdesk support, desktop management through patch management and inventory, and on-site support options. A robust ticketing system provides updates to clients on all tickets. Lifecycle management integrates desktop procurement, setup, and Active Directory configuration.

2. Managed Services
Portfolio Overview
HELPDESK &
DESKTOP MANAGEMENT

3. Remote Help Desk Support
• Desktop/Laptop OS Support
- Mapped Drives, VPN / Remote Connectivity,
Printing, Password Reset, etc.
• Application Support
- MS Office Suite and common applications
- Custom application support available
• Remote Control for Desktop Remediation
• Options for:
- Business Hours
- Non-Business Hours (nights/weekends/holidays)
- 24x7 Support
• Complete trouble ticket management

4. Desktop Management
• OS Management
• Patch Management
• Anti-Virus / host protection
• Desktop Inventory / Asset tracking
• End Point Alerting & Trending
- Drive Space, CPU, SMART Alerts
• Remote Control for Desktop
Remediation
• Complete trouble ticket
management

5. On-Site Support
• Remote Support w/On-Site Dispatch
- All inclusive
• Weekly Planned On-Site Visits
- Can be full or ½ days as required
• On-Site T&M Option
- On-site dispatch on a T&M basis

6. Complete Ticketing Lifecycle
• Robust ticket
management system
- Tickets opened by Phone
call, Email, Customized
web portal or traps/alerts
• Client access to
ticketing system and
receives hourly and
daily updates on all
tickets

7. Desktop/Laptop Lifecycle Management
• Robust lifecycle management of end user
platforms
• Fully integrated into HR and new hire on boarding
process
- Procurement
- Staging, burn-in, imaging, user configuration, delivery and setup
- Active Directory configuration/redesign to centralize
administration
• System image design, standardization, and
management for all end users

8. Questions
&
Open Discussion

9. The Signature Group, Inc.
8229 Boone Boulevard
Suite 820
Vienna, Virginia 22182
Phone: 703.734.8720 / 800.953.3692
Fax: 703.734.9477
Email: solutions@tsginc.biz
www.tsginc.biz
A Culture of Excellence