Security

Software/Operating System Giant Virtualizes Help Desk Support Staff With Remote Desktop Support Appliance

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Executive Summary

In the latter half of 2007, Novell began preparing for its Volume License Agreement (VLA) maintenance program - to be launched in May 2008 - which would give customers unlimited access to technical assistance and product support. To cope with the significant increase in call volume Novell expected this program to generate, the support team created Novell Technical Services Online, an Internet-based support system. With this system, customers register themselves and their products and can later log into the Novell Customer Center eService Portal to receive on-the-spot assistance when they need it. In October of 2007, after doing an extensive evaluation of its security and usability, Novell standardized its incident resolution processes on the Bomgar Box.

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