OS
Device
Windows
Workstations, Laptops, Surface Pro
Mac
iMac, MacBook and iPad
Excludes iPhones
Linux
Desktops, Laptops
The staff desktop service provides managed laptop computers to staff in a systematically managed and supported environment. Centrally managed application distribution provides a core application set and other commonly used applications at current versions. Many business applications are made available through this service. Patching and security updates are automated. Centrally managed file services and computers provide the ability to use any managed computer, not just the one at your desk and have your files available to you. Remote working is available with the managed staff service. More information can be found here.
This service is available to all staff that have been migrated to the ITS centrally managed service which includes all of Professional Services and a number of Academic schools. Guide to current service offering
The service is based on providing a device of choice for users* from a standard IT Services offering, through purchase agreements with suppliers for Dell and Apple, supported by a centrally managed service. Schools and Institutes are asked to give sufficient notice to ensure on-time delivery – we ask that you allow 20 days for ordering, building and installation of a device.
*Funding: Devices for PhD students and pooled/loan devices (eg, laptops) in a School/Institute office are funded by the School or Institute.
Predominantly aimed at research staff and students, this service allows users the freedom and flexibility they require to carry out their daily activities with the assurance that they are complying and aligning to digital security best practices.
mRDS inherits all the security and management features of the standard managed service including access to the wide and rich list of packaged application/software.
A Virtual Machine is integrated as part of the mRDS build and this is the secure safe space/environment where users will have full administrative rights to carry out their testing, development, research and teaching work.
However in order to ensure we mitigate any risk to compromising QM’s managed network on which our core/critical business systems reside, mRDS sits on a new and completely separate and segregated security network.
Please find below service definition for our managed services:
Features
Standard Managed Service
Managed Research Desktop Service (MRDS)
Eligibility1
QMUL default service
Assessment required
Administrative rights
N
*Only within a Virtual Desktop
Business critical systems e.g. Finance - Agresso, HR Resource Link, SISTs client
Y
Only web versions if available
Access to storage
OneDrive and SharePoint
Research Data Store
Authentication
VPN
Application/Software.
Request, test, deployments and updates
20-day SLA
Only if available on the standard managed service
Security patches and updates
Maintenance and audit
Device refresh rota (4 years)
1 Please be reminded, the standard Desktop Managed Service is still the default image/service for a device request. Should the standard Desktop Managed Service NOT meet your requirements/fulfil your needs, a business case to justify reason(s) and approval from your line manager and/or FDO is required after assessment from ITS research, security and Head of Service Delivery and Operations to support your request. Please find checklist in the Exceptions section below.
#
MRDS Features
1
Laptop devices spec
Option D from the service catalogue
14” Screen Enhanced Graphics
12th Gen. Intel® Core™ i7
Nvidia GeForce MX550 Discrete Graphics w/Thunderbolt
16 GB Memory
1 TB Hard Drive
MacBook Pro 13-inchApple M2 chip with 8-core CPU10-core GPU512GB SSD Hard Drive16GB RAMSpace Grey
2
Admin rights
No
3
Managed network (SD25)
Yes
4
MS Office 365 license
A5
5
Desktop Virtual Machine (VM)
Oracle Enterprise Desktop VirtualBox
Desktop Parallels Business
a) Admin rights
b) GPU Passthrough
c) Other
Spin up Windows and Linux VM
AppleID not available in VM
6
Application and Software Requests
List from standard managed service list here
800+ for Windows
As per School/Institute standard managed collection
7
ISO27001 Compliant
8
Wired Service
Upon Request mRDS Auditing end user connections Checklist Template.docx
Upon Request
mRDS Auditing end user connections Checklist Template.docx
* Funding of devices for PhD students and pooled/loan devices (e.g. laptops) in a School/Institute office are funded by the School or Institute.
Where a device is either no longer fit for purpose, or beyond economical repair, IT Services will replace on a like-for-like* basis. Where a user then requests an upgrade/higher specification (e.g. additional RAM to run memory intensive applications, screen quality, accessibility) from the standard IT Services’ offering**, this must first be approved by the School/Institute Manager and funded from the School/Institute budget.
*desktop PC; laptop; Mac device
**The standard support and desktop provision from IT Services is for one device per user.
Should there be a need for a device to be used both in the office and at home/other locations we promote the laptop, docking station and monitor solution in the office. Please refer to the service catalogue to view the standard range of models available. Note: if the user has access to the central File Store, the QMUL policy is that documents and files should be stored centrally, NOT on the device hard drive for security reasons – this therefore should not necessitate the need for higher capacity storage.
IT Services will provide the current standard device unless a specific request is made for a higher specification Dell, Dell laptop or current standard Mac device.
Should a higher specification Dell or Mac model be required any additional cost must be approved by the School/Institute Manager and funded from the School/Institute budget.
The replacement member of staff should ideally take the previous incumbent’s device. Should the replacement require an alternative device or an upgrade (e.g. additional RAM) this should be requested in advance, and any additional cost must be approved by the School Manager and funded from the School/Institute budget.
Before ordering please ensure the user familiarises themselves with the following Health and Safety Display Screen Equipment (DSE) guidance:
Please see the Device choices by staff group information.
Software provided on the Staff Managed Desktop Service falls into two categories, standard software which is installed on workstations by default, and optional software. Optional software includes specialised applications and applications which are not used by most people. Licences may need to be purchased for some items.
Looking for software that's not listed above? Contact the IT Service Desk for details on additional software we can provide.
Self-service: Service Desk
A request for replacement should ideally be made by the School/Institute Manager via Service management tool clearly indicating if the current device can be removed. By doing so, it is assumed that School Manager approval is given and negates the need for the Service Desk to forward for approval. Should the process of ordering in a School/Institute be undertaken by someone other than the manager, then please include the manager’s emailed confirmation.
A member of Campus Customer Support (CCS) will be in touch to make arrangements for installation/replacement. Where local IT support is available, CCS will liaise with them.
Requests for additional software applications can be done via our IT Service Desk by emailing servicedesk@qmul.ac.uk. Please allow a minimum of 15* business days to perform software evaluation and installation. Requested software must be tested by the person requesting the software or somebody with the appropriate skills to carry out the required tests at least 5 business days before the intended use.
Software request should include the following:
NOTE: IT Services are obliged to evaluate the software to ensure that it doesn't violate any of our security policies.
Should the end-user want to collect, or arrange for a courier to collect, the device for home use, then Campus Support are available between 9am and 5pm in G.15 in Francis Bancroft, Mile End Campus.
We request that they arrange a date/time through the ITS Service Desk.
Note that we are unable to offer packaging services – this needs to be organised by the person requesting the service or via the courier company.
Laptop-related requests should be made 20 working days in advance.
There is no cost for this service, however, this is a role-based service which requires local approval prior to requesting access.
Hours of Service: 24/7/365Supported Monday to Friday 7am–7pm (with limited out-of-hours support available on Bank Holidays and University closure days).
Contact the IT Service DeskCall: +44 (0)20 7882 8888Email: servicedesk@qmul.ac.ukSelf-service: IT Service Desk
This service is dependent on Infrastructure Services.
Should the standard Desktop Managed Service NOT meet your requirements/fulfil your needs, a business case to justify reason(s) and approval from leadership, research and security teams is required to support your request.
Checklist - Exemption from Managed Build [DOC 41KB]
Checklist Form [DOC 43KB] (For Non-recommended Devices)
NOTE: For a self-managed, non-recommended device BOTH forms are required.