Case Study: USC Viterbi School of Engineering achieves faster, lower-cost remote IT support with BeyondTrust

Remote Support Capbailities Serve A Vibrant Professional School

The University of Southern California’s Viterbi School of Engineering (founded 1880; one of 18 professional schools at USC, which serves ~38,000 students and 3,500 full‑time faculty) faced limited remote support that forced frequent on‑site visits to service more than 600 faculty, staff and student employees across 20 buildings. With 13 full‑time IT staff and 12 part‑time student workers, growing BYOD and platform diversity, the IT team needed faster incident handling, greater capacity and lower support costs.

After evaluating NetSupportManager, LogMeIn, TeamViewer and Apple Remote Desktop, Viterbi consolidated on Bomgar’s virtual appliance to provide secure, cross‑platform remote access and API integration with its ticketing system. Bomgar’s Jump Client and dynamic session capabilities let the team remotely manage ~1,100 faculty/staff devices, 120 virtual servers and 400 lab computers (and support ~6,800 engineering students), dramatically reducing on‑site visits, improving time‑to‑resolution and customer satisfaction while lowering total cost of ownership.

USC Viterbi School of Engineering

Michael Goay

Executive Director of Information Technology