Smiths Group PLC is a world leader in the practical application of advanced technologies, delivering products and services for a number of markets worldwide, including threat and contraband detection, medical devices, energy, communications and engineered components. With 23,000 employees in 400 locations around the globe, Smiths Group's products and services make the world safer, healthier and more productive.

Prior to 2009, Smiths Group operated under a decentralized IT model, with each of its divisions having their own CIO and managing their own IT independently from the rest of the company. Recently, the company made the strategic decision to consolidate its IT functions, bringing its divisional resources together into one global team. As part of this restructuring, Smiths Group needed a way to centralize its user support processes, which had previously been handled regionally with a multitude of different help desk systems. The company desired a solution that enabled support technicians to control remote computers and provide support to more than 14,000 internal users. There were also strict requirements for security. As a result, Smiths Group's goal was to find a multi-language, centralized and highly secure remote IT support solution.