Founded in 1880, the University of Southern California (USC) is a leading private research university and 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. The Viterbi School contributes approximately one fourth of the university’s annual sponsored research.

Before the IT department at the Viterbi School began using Bomgar, it had limited remote support capability that made frequent on-site visits necessary in order to support the more than 600 full-time and part-time faculty, staff and student employees that work in 20 buildings on and off campus. With a continually growing and evolving IT environment, the school’s IT department recognized it needed to improve its incident handling speed and capacity and reduce the need for on-site support visits and the associated costs.

“We have 13 full-time IT support staff and 12 part-time student workers in our department,” said Michael Goay, executive director of information technology for the USC Viterbi School of Engineering. “We didn’t have the incident handling capacity we wanted and had limited remote support capabilities. As a result, we often had to make repeated on-site visits to resolve issues in cases where we didn’t initially dispatch a support representative with the right expertise. The geographic area we had to cover was growing as well and we had an evolving need to support more platforms with the advent of BYOD. All of these factors drove our decision to find a single remote support solution capable of addressing them.”