About Service Desk Support Services

Service Desk Support Services [Patch Management: Patching as a Service (PaaS)] delivers expert patch management services via Tanium, ensuring workstations receive timely and accurate patches, regardless of the absence of an in-house administrator.

What problems it solves

Provides patch management solutions for agencies who might not have dedicated staff for this purpose.

What the Service provides

• Automated patching processes streamline patch deployment, reducing the risk of errors and freeing up valuable IT resources.
• Monthly report detailing current Tanium risk score, patch compliance, and vulnerabilities that cannot be resolved via automated patching.

Benefits of this Service

• Patch Management: PaaS delivers expert patch management services, ensuring systems receive timely and accurate patches, regardless of the absence of an in-house administrator.
• Automated Patching: Automated patching processes streamline patch deployment, reducing the risk of errors and freeing up valuable IT resources.
• Centralized Visibility: PaaS provides centralized visibility into patch status and compliance across an agency's endpoints, enabling proactive vulnerability management.
• Enhanced Security: PaaS provides robust patch management capabilities that significantly improve an agency's security posture, protecting sensitive data and critical systems.
• Scalability: PaaS is a scalable solution that can quickly adapt to an agency's evolving patch management needs.

Billing Unit: Hour

Billing Code: 7281

Eligible Customers

• Any agency needing Patching Management services.

Service Prerequisites

• Must have Tanium installed on Windows workstations.

Scope of Service

• Customers can request assistance or support via the ServiceNow Customer portal. Click on the ADOA-ASET Service Desk, select Desktop Support, then ADOA-ASET Patching Service.

Service Commitment

• Response Time: 24 - 48 hours (depending on severity
• Resolution Time: Dependent on issue
• Support Time: 8AM - 5PM Monday - Friday

Tenant Roles and Responsibilities

• Allow for installation of Tanium client software on any endpoint to be managed.
• Ensure that endpoints remain powered on during the patch maintenance window.

Hosted IT Roles and Responsibilities

• Provide the agency with Microsoft patches on a monthly cadence.
• Provide a monthly report detailing Tanium risk score and patching compliance.

How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager.