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.
