End-User Computing Support: Desktops, Laptops, and Devices

End-user computing (EUC) support covers the maintenance, troubleshooting, configuration, and lifecycle management of the physical and virtual devices that employees use to perform daily work — desktops, laptops, tablets, thin clients, and workstations. This discipline sits at the intersection of hardware support services and software support services, requiring coordinated processes that span device provisioning, incident resolution, and decommissioning. Because device failures directly interrupt workforce productivity, EUC support is one of the highest-volume categories within any IT support operation. The scope of this page covers how EUC support is defined, how the support workflow operates, the scenarios it addresses, and the decision criteria that separate EUC from adjacent support domains.

Definition and scope

End-user computing support, as characterized by the IT Infrastructure Library (ITIL) framework published by Axelos and later maintained under PeopleCert, refers to the service management functions responsible for delivering and sustaining the computing environment that non-IT staff depend on. ITIL 4 categorizes this under Service Desk and Request Fulfillment practices, distinguishing incident management (restoring failed function) from request fulfillment (processing standard changes like new device setup).

The physical scope of EUC support includes:

1. Desktops and workstations — fixed-location computing units, including high-performance engineering workstations
2. Laptops and ultrabooks — portable systems with integrated batteries, requiring distinct handling for travel-related damage and remote access configuration
3. Thin clients and virtual desktop infrastructure (VDI) endpoints — devices that stream a centrally hosted desktop session rather than running local applications
4. Tablets and 2-in-1 devices — hybrid form factors often managed through mobile device management support policies in parallel with EUC workflows
5. Peripheral devices — monitors, keyboards, docking stations, printers, and headsets that are typically ticketed under the same EUC queue

The National Institute of Standards and Technology (NIST) SP 800-128, Guide for Security-Focused Configuration Management of Information Systems (csrc.nist.gov), defines configuration baselines that apply directly to EUC devices, establishing that each managed endpoint must have a documented, approved hardware and software configuration state.

How it works

EUC support follows a structured lifecycle that mirrors the asset lifecycle described by frameworks such as ITIL and ISO/IEC 19770 (IT Asset Management). The process moves through five discrete phases:

1. Provisioning — A device is imaged with a standardized operating system build, domain-joined, encrypted (commonly using BitLocker on Windows per Microsoft's guidance or FileVault on macOS), and assigned to a user record in the IT asset management support system.
2. Incident intake — Users report failures through a help desk support services channel or directly via an IT support ticketing system. The ticket captures device model, serial number, operating system version, and a symptom description.
3. Triage and diagnosis — A technician applies a structured troubleshooting methodology, beginning with software-layer diagnostics (event logs, driver conflicts, OS corruption) before escalating to hardware-layer testing (memory diagnostics, storage SMART data, POST codes).
4. Resolution — Resolution takes one of three paths: remote remediation, onsite intervention, or depot repair/replacement. The choice depends on the failure type and the thresholds defined in the organization's IT support service level agreements.
5. Closure and documentation — The technician records the root cause, resolution steps, and any configuration changes in the ticketing system, updating the device's asset record accordingly.

For devices under warranty, the support team typically coordinates with the original equipment manufacturer's (OEM) depot service rather than performing hardware repairs in-house, a boundary defined explicitly in most enterprise procurement contracts.

Common scenarios

EUC support teams handle a predictable distribution of incident and request types. The 2023 HDI Technical Support Practices & Salary Report (published by HDI, a division of Informa Tech) identified operating system issues, hardware failures, and connectivity problems as the top 3 categories driving desktop and laptop support volume.

Typical scenarios include:

• OS boot failure — Caused by corrupted system files, failed Windows Update patches, or drive errors; resolved through startup repair tools or OS reimaging
• Performance degradation — Resulting from malware, excessive startup programs, storage fragmentation on HDDs, or thermal throttling in laptops with blocked vents
• Hardware component failure — Battery no longer holding charge, keyboard keys unresponsive, display backlight failure, or storage drive showing bad sectors in SMART diagnostics
• Application installation and licensing — Deploying software packages and activating licenses, often through Microsoft Endpoint Configuration Manager (MECM) or equivalent deployment tools
• Network connectivity at the device level — Wi-Fi adapter driver issues, incorrect DNS configuration, or VPN client conflicts that are distinct from infrastructure-layer network failures handled by network support services
• Data migration — Transferring user profiles, files, and application settings when a device is replaced, following data backup and recovery support protocols to prevent loss

Decision boundaries

EUC support has defined edges that separate it from adjacent service categories. Understanding these boundaries prevents misrouted tickets and misaligned IT support escalation procedures.

EUC vs. Network Support: EUC owns device-side connectivity issues (NIC drivers, local TCP/IP stack configuration, VPN client). Network support owns infrastructure-side issues (switch ports, DHCP server, routing, firewall rules). The diagnostic split point is whether the failure persists across multiple devices on the same segment — if it does, the issue escalates to network support.

EUC vs. Mobile Device Management: Smartphones and corporate tablets governed by an MDM platform such as Microsoft Intune or Jamf Pro are typically managed through a separate mobile device management support workflow, even when physically similar to laptops. The distinction is platform type: MDM-enrolled devices use different policy frameworks than domain-joined endpoints.

EUC vs. Application Support: EUC resolves operating system and hardware layers. If an application fails after the OS and hardware are confirmed healthy, the ticket transfers to application or software support services. ITIL 4 formalizes this split between infrastructure management and application management practice areas.

Managed vs. Break-Fix EUC: Organizations choosing between break-fix vs. managed services models make a structural decision about EUC support. Break-fix engages support reactively per incident; managed EUC includes proactive patching, health monitoring, and scheduled maintenance covered under a recurring contract.

References

• NIST SP 800-128: Guide for Security-Focused Configuration Management of Information Systems — National Institute of Standards and Technology
• ITIL 4 Foundation: IT Service Management — Axelos / PeopleCert
• ISO/IEC 19770-1: IT Asset Management — International Organization for Standardization
• HDI Support Center Practices & Salary Report — HDI (Informa Tech)
• Microsoft BitLocker Overview — Microsoft Learn (referenced for Windows disk encryption guidance in EUC provisioning)