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IT Services

Managed Device Service

  • Service Group: Help, Support, and Policy Service
  • Users: Staff

Operating Systems & Devices Covered




Laptops and Desktops


iMac, MacBook and iPad

* Excludes iPhones


Laptops and Desktops


The managed service provides managed laptop computers to staff in a secure, systematically managed, and supported environment.

This service is available to all staff that have been migrated to the ITS centrally managed service. This includes all of Professional Services and a number of Academic schools. More information can be found on the Guide to current service offering.

The service is based on providing users a choice of device from the standard IT services offering. These devices are procured via purchase agreements with suppliers for Dell and Apple, and work on a centrally managed service. Schools and Institutes are asked to give sufficient notice to ensure on-time delivery. We ask that you allow 5 working days for ordering, building and installation of standard managed devices.

*Funding: Devices for PhD students and pooled/loan devices (e.g. laptops) in a School/Institute office are funded by the School or Institute.

What is a Managed Device?

A Managed device is a Queen Mary-owned laptop, desktop or Mac which runs on the Centrally Managed Service. Staff can work on these devices, in a secure, systematically managed, and supported environment. This helps keep Queen Mary’s network secure, protecting staff and student’s data. This includes:

  • A centrally managed application distribution system that 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 mean you can 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 on the Working from home page. 

What is the Managed Research Desktop Service (mRDS)?

Predominantly aimed at research staff and students, mRDS provides an additional secure Virtual Machine for users to download and experiment with software as they please. The device still runs on a centrally managed service, but users can open a Virtual Machine also known as, Play Area/Dev Environment/ Sand Pit, to carry out their research requirements, whilst not compromising the security of the wider QM network.

mRDS inherits all the security and management features of the standard managed service including access to the wide and rich list of packaged applications/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.

To ensure we mitigate any risk to QM’s managed network where our core/critical business systems reside, mRDS sits on a new, completely separate and segregated security network.

User Guides

Windows Managed Device - User Guide [PDF 4,077KB]

Mac Managed Device - User Guide [PDF 3,286KB]


Please find below service definition for our managed services:


Standard Managed Service

Managed Research Desktop Service (MRDS)


QMUL default service

Assessment required

Administrative rights



*Only within a Virtual Desktop

Business critical systems e.g. Finance - Agresso, HR Resource Link, SISTs client



Only web versions if available

Access to storage

OneDrive and SharePoint




Research Data Store








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 note, the standard Managed Service is still the default image/service for a device request. Should the standard Managed Service not meet your requirements/fulfil your needs, you will need a business case to justify reason(s) with approval from your line manager and/or FDO for assessment from ITS research. Please find the template in the Exceptions section below. 

mRDS Specifications & Features:


MRDS Features





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-inch
Apple M2 chip with 8-core CPU
10-core GPU
512GB SSD Hard Drive
Space Grey


Admin rights





Managed network (SD25)





MS Office 365 license





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

Spin up Windows and Linux VM

AppleID not available in VM


Application and Software Requests


List from standard managed service list here


800+ for Windows

As per School/Institute standard managed collection




ISO27001 Compliant





Wired Service

Upon Request mRDS Auditing end user connections Checklist Template.docx

Upon Request mRDS Auditing end user connections Checklist Template.docx

Upon Request

mRDS Auditing end user connections Checklist Template.docx


Replacing your device

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.


Example 1: Starter in a newly created role 

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. This will be classed as a non-recommended device.

Should a non-recommended device be required, you will need a business case to justify reason(s) with approval for any additional cost from the School/Institute Manager and funded from the School/Institute budget. The lead time for non-recommended devices is 90 working days.

Example 2: Starter in a replacement role

IT Services may re-issue the computing device from the previous incumbent, after resetting the device, removing data from the previous user and updating the records, or provide a like for like or better replacement device from stock.


Before ordering, please ensure the user familiarises themselves with the Health and Safety Display Screen Equipment (DSE) guidance.


What Do Managed Devices Include? 


Please see the Device choices by staff group information.


Software provided on the Staff Managed Device 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. Licenses may need to be purchased for some items.

Standard Software

  • Windows
  • Microsoft Word (Office 365)
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Publisher
  • Microsoft Access
  • Microsoft OneNote
  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Edge
  • Mozilla FireFox
  • Google Chrome
  • Adobe Acrobat PDF Reader
  • 7-Zip
  • QMFonts
  • FileOpen Client
  • Antivirus/malware

Examples of Software Available on Request

  • Microsoft Visio
  • Microsoft Project
  • Microsoft Office Mix plugin for PowerPoint
  • Stats packages: SPSS, Stata, Genstat
  • Putty SSH client
  • Oracle client
  • Adobe CC products (Audition, Encore, Photoshop, Illustrator, InDesign, Dreamweaver etc.)
  • Adobe Acrobat Professional
  • EndNote
  • DDS software including Zoomtext and Jaws
  • Claro Read (assistive software for reading and writing)
  • Maths software including Matlab, Mathematica & Maple
  • SAS
  • Esri ArcGIS
  • Dragon Naturally Speaking

Apple Mac

  • MS Office, including Teams, Outlook, Powerpoint, OneNote, Excel, & Word
  • Horizon
  • Firefox
  • Chrome
  • RDS client
  • SPSS 27
  • Endnote
  • Emacs
  • Mitel Micollab client
  • Adobe apps - individual licenses must be acquired from Business Support


  • Standard Linux environment
  • Open Office (LibraOffice)
  • Horizon
  • Firefox
  • Chrome
  • RDS client
  • Emacs
  • Teams
  • Magma
  • Maple
  • Mathematica
  • Matlab
  • MiKTeX
  • Python - Anaconda 3.8
  • SageMath
  • Scilab


How to Request Additional Software

Requests for additional software applications can be done via our IT Service Desk self service portal or by emailing Please allow a minimum of 15* working 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 working days before the intended use.


Software request should include the following:

  • Software Title
  • Business requirements for the application (What is its purpose)
  • Software installation media or web link that the software can be downloaded from
  • Software licensing information (what are the terms? is there a license file? or key?)
  • The number of users of the application, as well as a nominated person(s) for pilot/User Acceptance Testing (UAT)
  • Make, model and service tag of the computer to be used for UAT
  • Any specific custom configurations required for the application (e.g to use special hardware)
  • If similar alternative software of the same type is already available via the managed service, justification for your new app will need to include reasons that the current alternative does not meet your requirements.

Please note, IT Services are obliged to evaluate the software to ensure that it doesn't violate any of our security policies.

Device Collection or Courier

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.  


Hours of Service: 24/7/365
Supported Monday to Friday 7am–7pm (with limited out-of-hours support available on Bank Holidays and University closure days).


Contact the IT Service Desk
Call: +44 (0)20 7882 8888
Self-service: IT Service Desk


Should the standard Managed Service or recommended device offering not meet your requirements/fulfil your needs, a business case to justify reason(s) should be submitted via the IT Service Desk to be approved by relevant teams.

Checklist - Exemption from Managed Build [DOC 41KB]

Checklist Form [DOC 43KB] (For Non-recommended Devices)

Please note, for a self-managed, non-recommended device both forms are required.

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