Managed Devices
A UC San Diego Health/Sciences managed device is any computing device (laptop, desktop, tablet, etc.) monitored and optimized for performance, security, availability, and support. This typically involves installing a pre-configured Operating System (OS) and adhering to policies set by the UC San Diego Health/Sciences Information Services Team. Information Services handles:
- OS updates
- Security patches
- Provision of enterprise-licensed applications (such as Adobe Acrobat and Microsoft Office)
- Full support
Unmanaged Devices
Unmanaged devices are those for which the owner is fully responsible, including all OS updates, security patches, and consumer software products. These devices lack the Information Services OS image, enterprise-licensed software, and do not qualify for full support.
Unsure if Your Device is Managed?
- Windows Users: 99% of managed devices have the UC San Diego Health wallpaper prominently displayed on the right side of the screen.
- Mac Users: In the Apple Finder, type “self service.” If you see the UC San Diego Health logo labeled "Self Service," your device is managed. If not, it is unmanaged.
Managed vs. Unmanaged Device Support
Managed devices are support through traditional services, including:
- Full hardware support
- Full enterprise software support
- Full OS support
- Full on-site and remote support
- Comprehensive security controls
- Active monitoring
- Intrusion detection
- Automated remediation
- Centralized management
- Automatic updates and patching
Unmanaged Devices:
Information Services cannot support personally purchased computers and software. Users of unmanaged devices that utilize work-provided tools receive best-effort support, limited to a maximum of 15 minutes. Examples of work-provided tools include Work Email, O365, End Note, and Acrobat Pro. For specific managed software issues, we will escalate to the software owner (e.g., vendor, pertinent in-house team). For compatibility issues, we will inform you so that you can seek third-party support. Information Services cannot make changes to personal device configurations and does not recommend or endorse any particular vendor for third-party support.
How to Get Support
Choose an option to get help from our IS Team!
Call our Service Desk
- (619) 543-4357
- Available 24/7/365
- Best option for immediate support
Email Service Desk
- 3help@health.ucsd.edu
- Available 24/7/365
- 24-hour response time
- Include a current direct contact for clarification
- Not recommended for immediate support needs
Self-Service Ticketing
- Requests: For non-urgent asks, e.g., "I need a printer," "I need a Group Email," "I need a consult for purchasing a device."
- Incidents: For urgent issues, e.g., "My computer crashed," "I can't log in to my computer," "I have no network connection."
- Include a current direct contact for clarification
- Not recommended for immediate support needs
Information About Support
To help you understand the work behind your service, here are answers to common questions about our internal processes:
- What's the status of my service request?
- Check Online: Visit 3help.ucsd.edu and log in with your Active Directory credentials.
- Search your inbox: Look for messages from UCSD Health Service Management (itsm@health.ucsd.edu). You'll receive email notifications as your service requests are updated.
- Call 3Help: (619) 543-4357
- If you can't check your status online or via email, please call us for an update.
- Why is my service request taking so long?
- Service delays often occur due to communication breakdowns. One missed email or phone call can cause significant delays.
- Avoid Service Delays:
- Check your inbox for missed messages from UCSD Health Service Management (itsm@health.ucsd.edu).
- Provide a direct phone number for contact. On-site support requires that your location use either the NGN (Campus) or MCN (Health Center) networks.