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Information and Digital Group (IDG)

Device Security: Action from 14 December 2020

We'd like to thank everyone for their cooperation with this first major step in the Device Security project. It has been vital to demonstrate action in this area.

"The Device Security action for Windows is a huge step forward in best practice security and compliance. We recognise the cultural change required and the impact this has had on our users. For the most part, the rollout has gone smoothly and we are incredibly grateful for all the engagement. Where we have encountered issues, these have been resolved swiftly by the Helpdesk team, which has performed exceptionally, but couldn’t have done so, without your continued support and patience – Happy Christmas." Geraint Llewelyn, Client Experience Director

What do I need to know?

From 14 December, colleagues using Windows devices not enrolled in the Device Security Service or that do not meet the minimum security specification – will be blocked from access to Office 365 installed on their computers.

  • Please remember – this change only affects Microsoft Windows users now.
  • If your device is blocked, you will still be able to use web-based tools - office.com / webmail or the Workspace virtual desktop service.
  • Mac and Linux users will be involved in the next phase of the project roll out, in 2021.
  • Mobile devices are unaffected.

If your device is blocked from access, it's likely to be for one of three reasons:

  1. It's legitimately blocked because it doesn't currently meet the minimum security specification.
  2. You are working on a private, or self-managed, or unenrolled Windows device.
  3. You are among a very small group of users on managed devices experiencing unrelated issues.

Affected Windows users who want support should contact the Helpdesk:

  • Self-Service Online - make requests and report incidents through our web-based tool ServiceNow
  • Call us on 024 765 73737. We're open 9:00am to 5:00pm, Monday to Friday (excluding bank holidays).
  • Email us at helpdesk@warwick.ac.uk
  • Check if you need support now - the Helpdesk will be closed, as usual, over the Christmas break.

The Helpdesk team is prepared. Service Owner Jas Dhillon, has done a phenomenal job to get the team ready to support enquiries and we are resolving most issues within 30 minutes in the event of any urgent call. We have the tools to grant an Exception and a workflow to follow up at a less pressured time to address specific requirements and hardware needs.

Please note, if you are granted an Exception now, this will not be removed until we have worked through an effective solution with you.

For anything critical or urgent – like the need to teach using full Teams, please log an urgent support call - and provide information about:

  • the Windows laptop or desktop device you're using (university owned, self-managed, private).
  • a need to use the full version of Teams or Office365 for an urgent task before the Christmas break.
  • if you cannot afford to be blocked.
  • in the unlikely event they have an Exception request that has not yet been processed, or you're still experiencing an issue, please share the reference number so we can make sure they are linked.

To be clear, either the ServiceNow Exceptions process, or the Helpdesk process will both lead to an Exception being granted in the short term. However, those with critical issues should go direct to the Helpdesk, where there is a large team processing requests and focusing on those with the most urgent needs.

Finally – we are granting exceptions, to help relieve pressure, on the grounds that it will help us identify affected users and devices. This is a step forward: the Exceptions are temporary and the team will reach out over January to address each and every one. Where people work with us, they should expect a high level of support. However, where users neglect the engagement, resist the change and are not able to work, we may HAVE to remove the Exception, but I would hope we could address these cases with the individual HoD in each case.

Security & Information Management is Everyone's Responsibility