PHH Mortgage nixes desktop management problems

Nixing desktop support problems.

Network management - more All-Stars: PHH Mortgage.

Employees at PHH Mortgage in Mount Laurel, N.J., often regroup and move from one work location to another.

Change was so constant during the 2004 refinancing boom that two dedicated, full-time desktop support staffers were needed to handle the 9.3 desktop moves and 1.3 adds taking place on an average day, says Pat Delany, manager of desktop support.

Today, desktop moves require little IT attention, because of a tech-refresh project and a redeisgned client environment.

Using the standard feature set in the Windows XP Sysprep System tool, all system applications and drivers get preloaded into a single master image. IT also cloned a master hard drive, and now PCs are ready for deployment as needed.

When a user logs on to the new workstation, previously existing desktop and application information specific to that user profile is installed. The 10-minute application install takes place in the background. That compares with the 45-minute process of old that locked up the system, Delany says.

To date, PHH counts 7,200 PCs as part of this $70,000 client-update project, which has resulted in a net savings of $746,500 and an internal rate of return of 288% over three years with a payback period of 1.3 years, he reports.

"By preventing common [desktop] issues and providing the ability to resolve client issues remotely, you will drive down your ongoing support cost and reduce your overall cost per system."

- Pat Delaney, manager of desktop support, PHH Mortgage

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