Apple Mac Device Management and Support Services

⁠⁠⁠Overview

The National Museum of Australia (NMA) is seeking information on approaches, solutions and support models for the management and support of Apple Mac devices across the organisation.

About

The NMA currently has approximately 15–20 Mac devices in use across the Museum.

The users and their needs

The primary users of NMA Mac laptops are staff working in Creative Content and Graphic Design roles. These staff rely on Mac devices as part of their day-to-day work to produce digital content and undertake creative and design activities.

Users require reliable access to the hardware, software and applications necessary to perform their roles effectively. As the Mac devices are their primary machine, they need to be appropriately secured to connect to the corporate network. They also require a support service that understands the specific requirements and workflows associated with creative and design environments.

The NMA is interested in understanding how providers have supported similar creative/design staff in other organisations, and what specific considerations they apply for these user groups.

Purpose

The NMA requires a more consistent and sustainable approach to the management and support of Apple Mac devices across the organisation.

Information Requested

The NMA is seeking information on available approaches, solutions and support models that could address the following key problems:

• How support providers approach delivering ongoing support for Mac devices in a managed enterprise environment, including how reliability is measured and maintained
• What tools, platforms and methodologies are available to centrally manage Mac devices while maintaining security, configuration and compliance controls, including the approach to achieving and maintaining ASD's Essential 8 Maturity level 1
• How staff access to approved applications can be managed and controlled
• How Mac devices can receive OS, application and security updates with minimal direct intervention by users or IT
• How the support model can scale with NMA's future requirements and provide appropriate escalation pathways and access to specialist Mac support when required
• Integration of an ongoing support service into the Museum's service management model (single service desk feeding multiple IT and non-IT support teams), including how users initiate support tickets and how IT will monitor tickets raised

Enquiries

• Email: gareth.hutchinson@nma.gov.au
• Phone: +61 2 6208 5569