The Microsoft Systems Center solution is basically to make sure that we provide remote support, and remote configuration and deployment, for software updates as well as any support that is needed remotely. We have more than 100 sites across the city of Harare. We are able to meet and support and make sure that we attend to users by request for support remotely right from our head office. We also use this for our backups. We use the Data Processing Manager, the DPM. We have an automated system whereby we, through our backups, our environment, are automatically updating. We also have a service desk that basically receives all incidents from users. We use it for configuration management and change management as well.
When you look at it from a user perspective, you will find that our users are quite happy with submitting their incident report, or their incident issues. That functionality provided is very convenient for our users. They are able then to get a response from our help desk. Their issues are resolved speedily.
The ability to provide remote support is something that is very important for us. It also cuts down on support time.
It cuts down the cost of support overall, saving the company money.
We don't need as many support staff, and they do not need to travel to the actual location of offices, which saves time.
Everything, from patches to deployments, can be done remotely.
