This discussion will outline how the Information Technology Division (ITD) at University of Limerick (UL) transformed device management from traditional methods to a ‘modern device managed’ approach. This transformation aimed to address several areas including support challenges for end users in the hybrid workforce, maintaining security at the core of all our processes and ensuring a positive experience for end users.

Join us as we discuss how we transformed this user experience across three areas:

• The adoption of Microsoft Intune as our MDM solution within UL to manage all UL-owned Windows desktops and laptops securely regardless of location. Removing the need for all users having to connect in over a VPN to get important device updates and setting changes. Additionally, utilizing new functionality in Intune like device compliance and the Intune Company portal to further enhance our security and end user experience.
• Transforming the time-consuming image building process for new devices using Windows Autopilot – transforming the end-user experience, and saving hours of work for our technicians
• Utilising a privileged account management (PAM) solution called Admin by Request to remove the risk of all users within UL having admin rights on their device and instead allowing them to request admin rights on an “as needed basis” has aligned our security posture with the practice of ‘policy of least privilege’ and ‘just-in-time’/’just-enough access’.

We will explore how we encouraged user adoption and navigated cultural change for university staff associated with some of these initiatives, for example the new PAM solution. Effective communication ensured our end users were continuously aware of the project objectives and the potential benefits which was key to getting buy-in.

This talk will also provide context on ITD’s device management journey – where we were compared to where we are now, the benefit to the University’s security posture, the reduction in support overheads and cost savings. Finally, it will also highlight how this new approach has transformed the user experience of university staff and students.