A recent NetOp Remote Control implementation for the University of KwaZulu-Natal (UKZN), one of the largest and most prestigious universities in SA formed after the merger in 2004 of the University of Natal and the University of Durban-Westville, has enabled fast and streamlined support.
User Support Manager Ashok Kara says: "Users have noticed a definite change in the quality of IT support and feedback has been overwhelmingly positive. Users benefit by getting their problems solved more quickly and efficiently. Our initial target was to solve 65% of all queries at the Expert Desk; we`ve consistently exceeded that, solving around 68% of all queries at the Expert Desk."
The IT support staff has felt the improvement as well. One particularly popular feature, unique to NetOp Remote Control, is the ability for a junior consultant to hand over a call to a more experienced colleague for resolution, while still monitoring what happens. "We`re able to resolve queries much more quickly and people are improving their skills at the same time," says Kara.
He also values the product`s speed and ease of use: "It works exceptionally well across our networks and has a definite advantage over some rival products in this respect. It`s very, very fast. We have remote sites 70-80km away and we`ve had absolutely no problems using it at that distance."
The combined campuses of UKZN have over 7 000 PC workstations between them. The campuses are networked on a Novell platform, underpinned by fibre-optic links within each of the five campuses and wireless, laser and landline links between them.
This support is managed by just 30 consultants. With the IT support centre receiving an average of 200-250 calls a day it is, as Kara says, "physically impossible to attend to even a fraction of calls in person. We have to be able to access users` PCs remotely."
The university needed a remote access tool that was robust, stable and fast over long distances without hogging valuable bandwidth. It also had to be extremely secure, enabling users to feel confident that highly sensitive information such as student records and exam papers would not be compromised.
Kara notes that despite the size and complexity of the installation, his team has had so little need of support he can`t comment on its quality. "We`ve genuinely had no problems," he says. "We installed it, we`re using it, we`re happy - unusual but true!"
Without a remote tool we`d have to employ many more staff to provide field support," says Kara. "There`s no question that NetOp Remote Control has given us value for money."
An earlier plan to roll-out NetOp Remote Control across the University of Natal had been put on hold not only because of uncertainties introduced by the merger, but also by the cost of 7 000 licences. After studying UKZN`s requirements, Ighsaan Akoojee of local vendor Networks Unlimited was able to offer a solution: the university has leased NetOp Remote Control under contract for three years at a fixed fee per annum.
"This was a really good deal for the university," comments Kara. "The product might not have been affordable otherwise, but this way we`re paying a fraction of the cost of the licences each year and getting full use of the product including all upgrades and new versions. It`s saved us millions."
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