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Mac adoption is rising, even in the enterprise, and IT departments and support staff can't afford to ignore the Mac any longer. A recent survey by the Enterprise Desktop Alliance (http://www.enterprisedesktopalliance.com), an organization that helps IT departments integrate Macs into the corporate environment, shows that 66% of 322 IT administrators from large organizations with both Macs and PCs stated that their organization expects to increase the number of Macs in their sites.
Additional responses show management priorities and organizational approaches to managing Macs. The respondents cited user preference, increased productivity, and ease of technical support as leading reasons for choosing Macs.
Increased Mac usage can only mean increased Mac-related support issues. Unfortunately, most remote support products simply don’t support Macs at all, and many of the ones that do don’t work through firewalls. This means that if you needed remote support for a Mac outside the company firewall, you’ve had to settle for patched together solutions, awkward connection processes and limited functionality.
Bomgar (http://www.bomgar.com) -- which offers a solution for enterprise remote support in a box (the Bomgar Box) -- has written a white paper on the subject. You can find it here.