Success in Spain

Remote Control Support Success in Madrid - NetOp Remote Control and NetOp On Demand support 3500 users at the University of Madrid in Spain.

Other departments had previously implemented NetOp School and they were very pleased with the performance and stability of the product, so following the successful implementation of NetOp School, we thought Danware product range can be an answer to their IT support issues.

The challenge was to supply a remote control installation to many departments around the campus of the University, which meant around 3500 PCs. The Universidad Autonoma de Madrid (UAM), a state university founded in 1968, currently enrolls approximately 30,000 students and hosts international exchanges of students and professors. They employ more than 50 IT professionals.

The university is widely considered to be one of the premier universities in Spain. Most of the university's facilities, including libraries, computer labs, and sports facilities, are situated in the 548-acre Cantoblanco Campus, located 15 kilometers north of the center of Madrid. The Autonoma is organized into seven schools (called facultades) and several administrative services including a sports center, the Institute of Educational Sciences, Music and Languages; and a primary school.

In one of the test we run, “we were having problems with our old VGA adapter boards, the performance was painfully slow. So Danware support, during the demo, updated the controller version of one adapter, and then they started running better, but no fine. The solution was to install an older version of RC in older PC’s. Part of this support was done using NetOp On Demand. This showed us the advantages of NetOp remote support,” explains Custodio Garrido ***Support team leader***

“We had requested a demo quite a while ago and when we tried it we really liked it, but unfortunately we just didn’t have any budget for it. Then, when we did have the budget in place, we asked for the new demo to see what the new version was like, and this time we were just as impressed. The solution we needed was for a multiplatform environment that worked with diverse operating systems, some of which were quite old. We had looked into other products VCN like … and in fact the University was already using a free trial version of VCN and RC. However, NetOp was simply a better product and it was clear that the NetOp Remote Control product range had the security and functionality that we needed,” continues Custodio Garrido.

Both the decision makers in charge of budgets at the University, as well as the IT technicians whose job it is to provide answers to both the users and these decision makers were impressed by NetOp Remote Control. It had both the right price and supported the software they needed to run in all possible situations.

The solution implemented at the university is NetOp Remote Control plus 25 On Demand Guest EX plus 100 RC 6.0 Hosts for non windows platforms and 100 Remote Control 8.0 Hosts, for the old adapters boards. This setup ensures that the solution covers multiplatform support and complex support cases. When more help is needed the University can simply transfer a file with a preconfigured NetOp Remote Control Host, the file is installed and the user receives the support they need. No Gateways are used, the university simply chooses a supporter according to the supporter’s area of expertise, for example, software problems, email issues, and so on.

NetOp Remote Control and NetOp On Demand have been very positively received across the campus. The solution enables remote support to be offered to all users across the university, regardless of where they are. For the university this has saved a great deal of time and made a huge difference to the efficiency of IT support.

“We couldn’t be more satisfied with the solution. In fact we are planning a course for the supporters, when we implement the Gateway” enthuses Custodio Garrido.