Indiana University (IU) has eight campuses, including core campuses in Bloomington and Indianapolis and six regional campuses across the state. With a total student population of more than 114,000, IU is a major public research institution, grounded in the liberal arts and sciences and recognized as a world leader in professional, medical and technological education.

IU’s mission is to provide broad access to undergraduate, graduate and continuing education for students throughout Indiana, the United States and the world, along with outstanding academic and cultural programs and student services.

In 2007, the IU Clinical Affairs schools (part of the IU School of Medicine) had four service technicians supporting approximately 600 desktops, as well as 800 faculty and staff. The technicians, after unsuccessful attempts to incorporate remote support into their workflow, typically needed to make a site visit when a device required attention.