Intune/SCCM SupporT

Workplace Delivery – Client Management (Intune/SCCM Support)

Services Time: 24/5

Services description:

1. SAP has upgraded to Intune infrastructure for most part of the client management, except for few servers operating with SCCM.
2. Management of Intune/SCCM client functionality of all resources within SAP on both workstations and servers.

Technical Tasks / Activities:

Intune Service Management

• Proactively monitor the Intune dashboard for critical alerts. Prioritize alerts based on severity and operational impact. Address alerts promptly and take appropriate action to resolve issues, such as troubleshooting device connectivity, policy misconfigurations etc. Maintain a record of significant alerts and actions taken for reporting purposes.
• Investigate and resolve connectivity issues between Intune and Azure Active Directory (AAD). When connectivity issues arise, especially concerning user authentication or device registration, investigate the cause using Intune and AAD logs. Verify that devices are properly registered with AAD and troubleshoot any integration issues. Escalate unresolved integration issues to the Experts team for further analysis.
• Ensure complex issues are resolved without disrupting user services. Identify complex issues such as policy conflicts, large-scale non-compliance, or critical CMG alerts. Work closely with cross-functional teams, including security, networking, and service delivery, to investigate and resolve complex technical problems. Provide timely updates to Experts team and stakeholders (if needed) about issue status and expected resolution timelines. Recommend implementing preventative measures to reduce the likelihood of similar issues recurring.
• Regular summaries of critical Intune alerts, actions taken, and resolutions.

Intune Client Management

• Monitoring devices to ensure that the Intune client agent is installed and functioning correctly.
• Managing, implementing, updating, and enhancing self-healing scenarios for clients without the Intune client or experiencing issues related to any components to ensure at the Intune client is installed and operational, and maintains proper communication with the backend.
• Monitoring, managing, and troubleshooting all incidents and problems associated with Company portal and Software Center itself.
• Monitoring Nexthink dashboard for overall Intune enrolment, SCCM client health etc inclusively using NQL queries to identify broken or problematic clients.
• Removing Intune client records upon request from IT, stakeholders including various verifications of legitimacy.
• Monitoring, managing and troubleshooting all incidents and problems associated with SCCM on servers.
• Monitoring, managing, and reviewing client settings on servers.
• Weekly reports on device compliance status, detailing non-compliant devices, remediation actions taken, and unresolved cases.
• This includes but is not limited to:
• Analysis of log files for root cause analysis by using Intune tools, like the Intune Management Extension and Company Portal
• Strategy planning for automatically applying to affected systems based on RCA results.
• Using different methods like compliance policies, Scripts, Intune applications, Nexthink campaigns and scheduled tasks to achieve automated fixes.
• Monitoring, managing, and processing incidents based on Service Offerings.
• Life cycle management of policies to make sure that there are no contradictory policies, policies that are not necessary, or stuck in DEV phase.

Software Delivery Service

• Assigning new Intune packages by utilizing the appropriate rings and groups within WWS managed groups, ensuring the assignment process is maintained and closely monitored.
• Conducting comprehensive lifecycle management for all Intune packages focusing on assignments, archiving, and maintaining proper supersedence. The objective is to minimize the number of versions of a single application within Intune and effectively manage outdated packages.
• Publishing, replicating, and overseeing content distribution for all SCCM packages across all distribution points to guarantee efficient and reliable distribution. This includes monitoring, troubleshooting, and optimizing content distribution. The supplier is also tasked with automating content replication through SAP processes, managing package lifecycles, and deploying packages to authorized users as per SAP policies.