Managed vs Unmanaged Device Definitions

Managed Devices

A UC San Diego Health / Sciences managed device is defined as follows: Any Computing Device (laptop, desktop, tablet, etc) which is in the process of being monitored and optimized for the intent of performance, security, availability, and support. This generally includes, but is not limited to, the installation of a pre-configured Operating System (OS), and implied Policies by the UC San Diego Health / Sciences Information Services Team. Information Services is responsible for:

• OS updates
• Security patches
• Provide enterprise licensed applications (such as Adobe Acrobat & Microsoft Office)
• Full-support

Unmanaged Devices

Un-managed devices are identified as a Computing Devices in which the owner is fully responsible for including all OS updates, security patches and provides their own consumer software products. Un-managed devices do not have the Information Services OS image or any of the enterprise-licensed software and do not qualify for full-support.

Is My Device is Managed or Unmanaged?

If you are a Windows user, 99% of our managed devices will have our UC San Diego Health wallpaper prominently placed on the right side of your screen.

If you are a Mac user, go to the Apple Finder Applications, if you see the UC San Diego Health logo labeled "Self Service," (it is an icon) then it is a managed device. If you don't see it, it is not a managed device.

Managed vs Unmanaged: Device Support

Managed Devices

Managed devices qualify for full-support from Information Services. Managed devices receive the following levels of support:

• Full hardware support
• Full enterprise software support
• Full OS support
• Full on-site and remote support

• Full suite of security controls
  • Active Monitoring
  • Intrusion Detection
  • Automated remediation
• Centralized management
• Automatic updates & patching

Unmanaged Devices

Information Services cannot support personally purchased computers and software. However, users that work with unmanaged devices and that make use of work furnished tools receive best effort support.  Examples of work furnished tools include: Work Email, O365, End Note, and Acrobat Pro. In general, un-managed device support is limited to a maximum of 15 minutes. If there are challenges with a specific piece of managed software, we will escalate to the software owner (e.g. vendor, pertinent in-house team). If there is an issue with compatibility between your system and software, we will inform you so that you can arrange for 3rd party support. We apologize but Information Services cannot make changes to the configuration of your personal device.

Users with un-managed devices are responsible for seeking their own 3rd party support. Information Services does not recommend or endorse any particular vendor.

How to Get Support

Choose an option to get the help you need from our IS Team!

1. Call our Service Desk
   1. (619) 543-4357
   2. Available 24/7/365
   3. Best option for immediate support
2. Email Service Desk
   1. [email protected]
   2. Available 24/7/365
   3. 24 hour response turnover time
      1. Remember to include a current direct contact in case we need clarification
   4. It is recommended that you do not use this option for immediate support needs
3. Self-Service Ticketing
   1. Visit our on-line portal at 3help.ucsd.edu
   2. Submit:
      1. Requests
         1. Differs from Incidents in that these are asks. e.g. "I need a printer," "I need a Group Email," "I need a consult for purchasing a device"
         2. Remember to include a current direct contact in case we need clarification
      2. Incidents
         1. Differs from Requests in that these are brake-fix scenarios. e.g. "My computer crashed," "I can't login to my computer," "I have no network connection"
         2. Remember to include a current direct contact in case we need clarification
   3. It is recommended that you do not use this option for immediate support needs

How Information Services Support Works

To help you understand the work behind your service, we've answered some of the most pressing questions on our internal processes below.

1.       What's the status of my service request?

There are several ways to locate the status of your request.

1. Check On-line
   1. Visit 3help.ucsd.edu and login with your Active Directory credentials
2. Search your inbox
   1. Search your inbox for messages from UCSD Health Service Management ([email protected])
   2. As we update your service requests, you will automatically get email notifications of said updates
3. Call 3Help (619) 543-4357
   1. If you are unable to check your status with the above 2 options, please call us and ask for an update!

2.       Why is my service request taking so long?

A bulk of service delay happen when communication breaks down. One missed email or phone call could cause significant time delays in our service delivery.

Avoid Service Delays

• • • Check your inbox for missed messages from UCSD Health Service Management ([email protected])
    • Ensure you offer a direct phone number so we can contact you directly in case we need to communicate with you directly

On-site support requires that your location utilize either the NGN (Campus) or MCN (Health Center) networks.