Remote Support Capabilities Serve a Vibrant Professional School
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Bomgar
技术栈
- API
- Apple Remote Desktop
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Cost Savings
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 教育
用例
- 远程协作
服务
- 系统集成
关于客户
The University of Southern California (USC) is a leading private research university founded in 1880. It is home to more than 38,000 students and 3,500 full-time faculty members. The Viterbi School of Engineering is one of 18 professional schools at USC and contributes approximately one fourth of the university’s annual sponsored research. The IT department at the Viterbi School supports more than 600 full-time and part-time faculty, staff, and student employees that work in 20 buildings on and off campus.
挑战
The IT department at the Viterbi School of Engineering, part of the University of Southern California, was facing challenges in providing support to over 600 full-time and part-time faculty, staff, and student employees spread across 20 buildings on and off campus. The existing remote support capability was limited, necessitating frequent on-site visits. This was not only time-consuming but also added to the costs. With the IT environment continually growing and evolving, the department realized the need to improve its incident handling speed and capacity and reduce the need for on-site support visits.
解决方案
The IT department at the Viterbi School considered several remote support solutions, including NetSupportManager, LogMeIn, TeamViewer, and Apple Remote Desktop. After a careful evaluation, they chose Bomgar. Bomgar's extensive API support allowed the department to integrate its internally developed service desk ticketing system, tying recorded sessions with service desk tickets for future referencing and training. This enabled the creation of a knowledge base of historical support incidents and record how they were resolved. Bomgar’s collaboration tools improved the IT support team’s efficiency by allowing virtual collaboration on any issue, bringing in second-tier and third-tier support quickly whenever required. Bomgar’s dynamic session policies, including Jump Client technology, enabled the IT department to seamlessly support the approximately 1,100 faculty and staff computing devices, 120 virtual servers, and 400 computers in instructional labs whether they were attended or unattended.
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