Title: DESKTOP MOVE-ADD-CHANGE PROCEDURE

Category: Desktop Policy Number: DT-014

Original Effective Date: Revised Effective Date: N/A

POLICY:
The purpose of this procedure is to govern the process by which physical moves, upgrades and other
physical changes to ____ computer assets are requested and performed.
This procedure is necessary to:
 Facilitate the delivery of IMAC services within the larger technology support organization,
 Ensure excellent customer service, and
 Track asset changes for accounting and security purposes.

SCOPE:
This policy applies to a Move, Add or Change for a desktop computer system that does not involve the
installation of a new system, an installation of a pre-existing system or the decommissioning of an
existing system.

DEFINITIONS:
The following terms are used within this document.

I. Desktop computer system

A laptop or computer workstation that is the province and tool of an individual user, or a
small group of users. This system will be located in an employee’s workspace, or in a
common area. To the extent possible, this also includes Mobile devices.
II. IMAC
An acronym for Install-Move-Add-Change. An ‘install’ is the placement of a new computer
system. A ‘move’ is the relocation of an existing computer system. An ‘add’ is the
addition of new hardware or software to a computer system. A ‘change’ is a modification
to the hardware or software for a computer system, including decommissioning. All
IMACs require an update to the corresponding asset management record(s) involved.
III. Ticket
A database record in the Ticket Management system (Remedy) that collects and records
an end-user’s contact information, a description of the problem experienced, a description
of all work and communications to date regarding this issue, and, when appropriate, a
record of the method(s) used to repair and resolve the issue.

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 Title: DESKTOP MOVE-ADD-CHANGE PROCEDURE

Category: Desktop Policy Number: DT-014

Original Effective Date: Revised Effective Date: N/A

IV. Image/Re-Image
The process of imaging or re-imaging a desktop computer system involves two steps:
image creation and image application. An image is a snapshot of a desktop computer
system’s software configuration that can, to a great extent, be copied to another desktop
computer system in lieu of loading each software component separately per the various
software installers. Use of an image reduces the time necessary for such a task to a
small fraction of the time necessary to build a configuration ‘from scratch’.

Image creation is performed by first building a system configuration with the installers for
the individual software components. This time investment is necessary to ensure that the
base system is configured properly. After configured and tested, the base system is
copied to a software file, hereafter referred to as the image, using the standard image
transfer software.
Image application involves copying the image to the new system using the appropriate
image transfer software. The system is then tested before deployment to the business.
V. Decommission
A desktop computer system that is decommissioned is either pulled from active service,
pending future redeployment to another end-user or function, or permanently retired from
service by being irretrievably disposed, destroyed or sold. In either case, a decommission
requires the appropriate changes to the Asset Management record(s) for the hardware in
question.

Temporary decommission may be handled in a variety of manners. However, permanent

decommissioning typically consists of removing or archiving the Asset Management
record for the hardware, releasing any licenses that can be reassigned or made available
and formatting the hard drive.

PROCEDURE:

ACTION RESPONSIBLE PARTY

1. IMAC requests are received through the Help Desk and entered End-User
into the Ticket Management System in a similar fashion to
Help Desk
problem tickets.

By default, an installation request will be a Priority Level 4 ticket,

and will be resolved by a date co-determined by the client end-
user and the IS analyst assigned to the ticket.
2. The IMAC group will monitor the queue for Move-Add-Change Desktop
requests per the Desktop Ticket Management Procedure
(DT-001).

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 Title: DESKTOP MOVE-ADD-CHANGE PROCEDURE

Category: Desktop Policy Number: DT-014

Original Effective Date: Revised Effective Date: N/A

ACTION RESPONSIBLE PARTY

3. The analyst assigned to the ticket will schedule a date and time Desktop
for the installation to occur. Sufficient time will be allowed for:
End-User
 The delivery and processing of the equipment at
receiving.
 Delivery of the system to the IMAC group.
 The installation of additional hardware that is not
standard for that model of computer, or that is a
peripheral device connected to that system
 The installation of additional software that is not included
in the standard image for that model and has the
appropriate licensing.
 The processing of other MAC or decommissioning
requests that must precede this installation.
 Any client specific business requirements that might
delay the installation of the system.
4. On the scheduled date, at the scheduled time, an analyst from Desktop
the IMAC group will perform the requested work and get
confirmation from the client end-user that the installation has
been completed satisfactorily.
5. Boxes, packing materials, extra parts and other unused items Desktop
will be disposed or stored as applicable per standard policies
Facilities
and procedures.
6. The ticket will be further managed per the standard Desktop Desktop
Ticket Management Procedure.
7. Due to contractual obligations for critical issue SLAs, the Desktop
Desktop Software Team will appropriately manage and
implement the Desktop On-Call Policy (DT-005) with regards to
emergency MAC requests.

RELATED PROCEDURES:

 DT-001 Desktop Ticket Management Procedure

 DT-005 Desktop On-Call Policy
 DT-006 Desktop Physical Security Procedure
 DT-009 Desktop Hardware and Software Standards
 DT-011 Desktop Asset Management Policy
 DT-012 Desktop Software & License Management Policy
 DT-013 Desktop Installation Procedure
 DT-015 Desktop Decommissioning Procedure

DT-014 Desktop Move-Add-Change Procedure 9/8/2015 Page 3 of 4

 Title: DESKTOP MOVE-ADD-CHANGE PROCEDURE

Category: Desktop Policy Number: DT-014

Original Effective Date: Revised Effective Date: N/A

POLICY IDENTIFICATION:

Policy Title: Desktop Move-Add-Change Procedure

Category: Desktop
Original Date:
Author:
Approved By: Title Signature
Stakeholder Representatives

Executive
Executive

REVIEW/REVISION HISTORY:

Description of Review/Revision
Review
Next
Changes Revision(s) approved by
Version Review Change (section by
Date (Y or N)
Date and description) Title Signature Title Signature

1.0 Initial document

DT-014 Desktop Move-Add-Change Procedure 9/8/2015 Page 4 of 4