Hubergroup

NetOp On Demand / NetOp Remote Control

Michael Huber München GmbH, head office of the internationally operative hubergroup, looks back on more than 240 years of history. Founded in 1765 in Munich-Haidhausen, MHM with its subsidiaries and affiliated companies is one of the worldwide leading printing ink manufacturers with about 580 employees.

Michael Huber München GmbH is a market leader for sheet-fed and web offset inks and offers a comprehensive range of products for the packaging printing industry.

Infrastructure
Skilled application developers and IT service personnel care for over 700 installed hardware systems. Worldwide a growing number of currently approx. 200 endusers are connected via VPN with the Citrix serverfarm located at Kirchheim, being able to access the SAP application of hubergroup.

Challenges
With focus on innovation, Michael Huber München used remote control to suport their helpdesk since some years already. While internally ON Command by Symantec had been implemented, endusers in the affiliated companies could not benefit from this solution. Since ON Command was discontinued, the challenge was to evaluate a modern remote control concept which should support all internal hard- and software structures cross-platform as well as integrating internal and external demand into one corporate wide helpdesk solution.

NetOp takes over
Symantec's success of ON Command, pcAnywhere, was not suited to fit all requirements of hubergroup. "Compared with NetOp Remote Control, pcAnywhere as significantly slower, it did not offer deployment functionality and that fact that pcAnywhere installs cover drivers did compromise the integrity of our systems", Christian Scholz (central information technology) commented.

"While NetOp ideally integrates remote control and on demand support via internet, we would have required at least two different applications, if we had decided for any competitive application"

Christan Scholz adds: "By using the Guest EX, our helpdesk assistant is able to take control of our internal NetOp-equipped terminals while at the same time connecting via internet to one of our affiliated companies worldwide without the need to have any piece of software installed there. We have already made excellent experiences using NetOp On Demand during the SAP conversion in Canada".

In the first step, a number of 25 IT employees in Munich provide remote helpdesk services for the subsidiaries and affiliates of hubergroup worldwide with NetOp On Demand. NetOp Gateways are routing incoming support calls to the respective supporters. Alongside, the local terminals are equipped with a fixed NetOp Remote Control installations, offering cross-platform monitoring and direct access to relevant systems.

Company URL: www.mhm.de