Agency Best Practices to Manage EUC/Service Desk Consumption
Best Practice: Reconcile the Bill with Agency Consumption Reports
The agency should always begin consumption management of GETS services by reviewing and understanding the reports that document its use of these services and reconciling that information with its monthly invoice. For EUC/Service Desk services, the agency should review the Invoice Detail Report for EUC found on the GETS Portal that includes the following information:
- Agency Name and Cost Center
- Asset Tag and Serial Number
- User Name and ID
- Usage Dates
- Invoice Number
- Rate and Amount Charged
If more information is required, there are other reports available, including the GETS/Legacy EUC device count report, the active/idle status report, and the connection report, to ensure that the count of EUC devices and their active/idle and connection status is accurate This includes EUC devices that have been reported as lost or stolen. Please contact the Agency Relationship Manager assigned to your agency if you need access to these reports.
If a potential discrepancy is identified:
- The agency should first match the expected change with the invoice collection date. Some services do not roll off the agency’s bill for almost two months depending on the request date.
- Once the agency determines that the discrepancy was not caused by the invoice collection date, the agency should submit a dispute using the Finance tab in the Remedy Service Request Catalog.
Best Practice: Right-size the Agency’s Count of EUC Devices
Reduction of an agency’s count of EUC devices reduces hardware service charges and EUC RUs. The agency should avoid maintaining unused or redundant devices, including those in the storage closet.
The agency must assess the financial impact and the timing to determine how to most effectively align with an upcoming EUC refresh period, for instance. In the meantime, the agency could change device status to idle and not connected to decrease RUs.
Best practice: Match the EUC Device to Worker Function
Since there is a cost difference among desktops, laptops, and premium devices, the agency should match the EUC device to the functions the worker performs. For example, an agency staff member may have both a desktop computer and a laptop computer when consolidation to a single device would still allow the employee to perform all work functions. Additionally, a staff member may be assigned a premium device when a standard, less costly device would suffice. As described above, the agency should assess the financial impact and timing of changes to existing EUC devices.