Is your support services train derailing?: how one integrated software package got us back on track

Abstract

Loras College is a ThinkPad University and our IT Department was faced with several issues from a support standpoint that needed addressing. We were looking for an efficient way to image large quantities of laptops for distribution to our Faculty, Staff and Students as well as manage the hardware and software in our mobile user environment. Our networking staff needed a way to enforce compliance of specific patch/security levels and remediate any vulnerabilities on systems before allowing them access to our network. Our Help Desk needed a way to remote control our users both on and off campus to alleviate the need to send a technician on-sight to work on their machines. The answer to all our problems was an application suite called LANDesk®. LANDesk® provides many useful tools and services which include: Image capture and Deployment, Remote Control, Trusted Access, Security and Patch Management, and a Software Distribution Portal. This paper takes a closer look at each of these applications in more detail and explains how they have helped us reach many of our support services goals.