Challenge Among the most highly regarded universities in the country, Fordham University in New York serves more than 15,000 students in its undergraduate and graduate programs. To educate such a large student body, faculty and staff are provided with computers. Delivering support for these computers proved a challenge for the university. • Fordham University needed to provide IT support for more than 4,000 faculty and staff members. • These employees were extremely protective of their privacy due to the confidential nature of the intellectual property. The IT department did not have rights over these computers. • The distributed nature of these systems meant that ad hoc onsite support was inefficient and unfeasible. A remote-support solution was necessary. • Users resisted an agen

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