Centralize Remote Troubleshooting and Support

The desktop support manager at a large Fortune 500 firm wants to improve the desktop support efficiency and SLAs, while reducing costs for the 30,000 desktops spread across their distributed offices.

Compared with offices that have on-site technical support, remote locations are twice as expensive to support. Coordinating with remote and mobile users is more time consuming and costly, especially if an onsite visit is required. Hardware or system issues can end up disrupting users for several days.

Objectives

• Improve support staff efficiency
  

• Speed issue resolution for desktop and laptop support
  

• Decrease end-user downtime related to support issues
  

Finding a Solution

The IT staff investigated many potential solutions, but none improved the efficiency of supporting remote users. Server-hosted solutions centralized the desktop in the data center, but remote workers would not be able to tolerate the downtime required to reimage a desktop over the WAN. Client-hosted virtualization solutions addressed the edge, but had no facility to centralize content over the WAN, and provided no troubleshooting advantages.

The Wanova Difference

Wanova's Distributed Desktop Virtualization transforms enterprise desktop support. First, Wanova decouples IT from the end-user. A user does not have to be online for IT to troubleshoot their desktop because the end user's complete desktop resides in the data center. Consequently, IT can work with the desktop regardless of the location or connection status of the end-user. Support personnel can also be remote from the data center, providing additional efficiencies for IT.

Secondly, Wanova shortens troubleshooting. IT can quickly access an end user's CVD (Centralized Virtual Desktop) and instantiate that on a local virtual machine in the data center or on their desk to diagnose a problem. More importantly, if administrators are unable to resolve an issue promptly, they can refresh the base image on the end-user desktop in minutes over the WAN, resetting the image and correcting any system or application issues.

Finally, Wanova can restore a full desktop in minutes over the WAN by leveraging Wanova‚'s Distributed Desktop Optimization technology (DDO) which combines optimization, data reduction, file intelligence and desktop streaming capabilities.

In short, Wanova transforms enterprise desktop support. Wanova improves support staff efficiency, speeds issue resolution for desktop and laptop support, and reduces support driven downtime for end users.