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End User Services

We provide executive branch agencies cost-effective services and equipment.

VITA’s end user service consists of personal computing and managed print services. The personal computing service offering includes all aspects of the desktop computing environment including laptops, desktops, tablets, peripherals and virtual desktop infrastructure. The managed print service includes multifunction printers/scan/copiers, networked printers, and support services with integrated monitoring and security management. These services allow our customers to better connect, protect and innovate when serving the citizens of the Commonwealth of Virginia.

Visit the Scope and support section below to find out what's new in end user computing.

Services, support and features now available

Learn more about end user services latest updates and more by clicking on tabs and check back often for updates.

Visit VITA Catalog Services List for a short description of each service available and how to order VITA services in the service catalog.

Now available - ADC and VDI

Two services have been recently released in the EUC category. 

  • Accidental damage coverage (ADC) service offering is now available in the VITA service catalog via existing catalog forms as a drop-down option which customers can select at the time of order. ADC is available to be added as a service for select Dell or Hewlett Packard (HP) devices. Learn more in ADC frequently asked questions (FAQ).
  • Virtual desktop infrastructure (VDI) service offering is now available for agencies in the VITA service catalog. The VDI service provides a Microsoft Azure virtual desktop (AVD) that is securely accessible from a variety of locations and devices. VDI provides flexibility to employees and will use the latest Windows enterprise operating system (OS) and productivity applications.  Learn more in the VDI FAQs

Catalog by persona now live

The Catalog by Persona format aims to provide available devices, as well as their supporting services, through four persona order forms. FAQs are available in the service catalog (KB0019323) to learn more about the navigation and organization of the order forms. 

Desk-centric - The desk-centric persona is recommended for users who are categorized as performing administrative, finance, contracts and human resource functions, who spend 80% or more time at the office. 

Field worker - The field worker persona is recommended for users who are 100% mobile – this includes, but is not limited to, field service technicians, law enforcement, health care or environmental agency end user.

Engineer - The engineer persona is recommended  For users who include, but are not limited to, developers, programmers, database administrators, computer aided design (CAD) engineers or geospatial engineers.  

Traveling professional - The traveling professional persona is recommended for users who need to work remotely – this includes managers or supervisors, as well as resources who primarily utilize email, a limited number of applications and perform some web browsing.

Review list of pilot testers biannually

It is important to update the agency’s pilot group at least twice a year due to staff departures, role changes, PC refresh and other similar events. This also ensures an agency has the appropriate deployment testing completed in the environment prior software deployments.

Learn more about pilot deployment groups

All aspects of the desktop computing environment

End user specific service request forms are utilized to handle changes in our environment of 58,000 users. Software and hardware installs, moves, adds and changes are handled by more than 100 field staff across the states regions. For more device-specific details, visit the VITA service catalog area for desktops, laptops, tablets, peripherals, and printer services

Learn more by visiting the personal computing and printer services service catalog pages.


Need assistance in selecting a device?

Complete the managed print services order guide to determine what device best meets your agency need. Once selections have been made, the guide will populate a selection of models that match the criteria you have selected. Select a model and click the next button to see the device’s full catalog description and monthly cost. From this page you can complete the catalog order form and submit your order.

Go to the guide

Form updated to be more intuitive for the user

This form is used by agencies when there is an agency-initiated change to update the asset inventory records for devices and displays. It is improved to include a search function, to then locate the asset tag number the agency will need to complete a computer asset inventory update. Consistent use of the form will support improvement to asset accuracy in the environment. 

An overview of the form improvements may be found in the following knowledge base article.

Service Offerings

Personal computing service offerings

Microsoft Office 365 -  Microsoft Office 365 is a suite of applications - Microsoft Word, Excel, Outlook, PowerPoint, Access, OneNote and Publisher - that replaces Office 2016 and can be used on your local device or through any web browser via 

Microsoft Office 365 FAQs

Instructions to download and install Microsoft 365 from Software Center   

Windows 11 / Windows 10 GAC - Microsoft has renamed semi-annual channel (SAC) as general availability channel (GAC) starting with the 21H2 build. The SAC/GAC operating system (OS) must be updated annually to keep up with Microsoft patching requirements.  Windows 10 21H2 remains an offering for personal computers (PCs) that are not compatible with Windows 11 or for those agencies not ready to make the move to Windows 11.

Windows 11 / Windows 10 GAC v21H2 FAQs

Interacting with the Windows 11 update

New features and updates

Windows 11 features a new design with a centered Start menu and Taskbar. Windows 11 brings a brand-new interface to the operating system (OS). It features a new design with rounded corners and pastel shades. Highlights for getting to know Windows 11, and new features and updates are available in the document below. 

Windows 11 new features and updates

PC refresh - keeps the environment modern and users productive. It is an enterprise project initiated and managed by the personal computer refresh (PCR) team for devices that have reached the end of their life cycle in the approved refresh term.

Learn more about the PC refresh initiative

Virtual desktop infrastructure (VDI) - VDI provides a Windows Virtual Desktop (WVD) that is securely accessible from a variety of locations and devices. WVD is a comprehensive desktop and application virtualization service running in the cloud. It’s the only VDI solution that delivers simplified management of Windows 10 and optimizations for Office. Deploy and scale your Windows desktops on Azure, and get built-in security and compliance features.

Learn more about VDI


COV Mac service enhancements

COV Mac computers -  Coming soon! To clearly identify Commonwealth of Virginia (COV) messaging and self-service assistance with our COV Mac users, VITA and the end-user computing supplier, Iron Bow, collaborated to create custom brand Mac icons and banner imagery for service awareness messaging. New branding will be deployed July 2023  

COV Mac users will begin receiving Apple software updates and upgrade notifications via a VITA System Message early Sept. 2023.  A comprehensive knowledge base article explains which messages users should expect to see, and which actions they can take to keep their Mac computers up to date.  

About Apple software updates and upgrades for Mac computers (KB0019375)

Watch the following video for an overview on these new initiatives

View COV Mac Branding and VITA Systems Messaging Announcement video in full screen

Managed print service offerings

The managed print service includes multifunction printers/scan/copiers, networked printers, and support services with integrated monitoring and security management. Ongoing monthly support is also provided for the consumable supplies, and maintenance of the equipment up until the device qualifies for refresh replacement. 

Learn more about support tiers and devices available


Multifunctional devices (MFDs) - MFDs combine the capabilities of photocopiers, printers, scanners and also faxes in one convenient unit and act as the hub for all of your document processing needs.

Network single function printers - Single function printers are designed to do one thing: print! These laser printers can come with other features like two-sided printing, memory card slots and multipurpose paper trays.

Quick links

Printer (consumables) - Use this form to request consumables for a networked multifunction or single-function printer.
Printer - MACD (move, dispose) - This form is used to request moves of networked multifunction or single-function printers within an office or to request disposal of any networked multifunction or single-function printer in the VITA MPS program.

Installation instructions

It is not a requirement that users add their own network printers. User may still contact the VITA Customer Care Center (VCCC) and open a ticket to have the installation completed by a field technician.

Instructions on how to add Xerox network (attached) printers to Commonwealth of Virginia (COV) workstations using the Xerox universal driver (version 5.645.5.0, 11/7/2018).

Instructions on how to map (add) Xerox network printers to Commonwealth of Virginia (COV) workstations using the Xerox universal driver (version 5.733.11.0, 6/16/2020 ).

Microsoft Office 365 Suite

Microsoft Functions, Applications and Security Features


Prepare for migration and ensure a smooth transition to your new consolidated suite of Microsoft applications and tools


Microsoft 365
Word processing  
Note taking  


Secure voicemail to email integration with transcription
Secure fax to email
End-to-end encryption for email
Email and user data backups
Messaging platform DLP, data classification and data protection
Mobile device management