Welcome!

Apache Authors: Elizabeth White, Pat Romanski, Liz McMillan, Christopher Harrold, Janakiram MSV

News Feed Item

The University of Bedfordshire Extends IT Support Reach with Bomgar

Bomgar, the leader in enterprise remote support solutions, today announced that the University of Bedfordshire is using its solution to extend the reach of IT support for faculty and staff. With primary campuses in Luton and Bedford in Bedfordshire, England, the university also has four auxiliary campuses in England and approximately 23,000 students.

The university began using Bomgar as part of an initiative to improve the IT team’s service to users. Previously, its IT support representatives were using a variety of tools to provide remote support to faculty and staff. “We had a number of solutions with remote support capabilities prior to acquiring Bomgar, including Novell ZENworks, Microsoft’s Remote Desktop Protocol and LANDESK,” said Stevie Watson, incident and service manager for the University of Bedfordshire. “However, unlike Bomgar, the other tools only worked if the user was connected to the university’s network. Bomgar can establish a session through any internet connection. That was just one of the many reasons that Bomgar quickly become our primary remote support tool.”

Having the ability to connect to users no matter where they are has greatly extended the reach of the support representatives. “We have administrators, faculty and researchers that travel all over the globe,” said Watson. “We recently had a faculty member in China who needed help printing a document. With Bomgar, we were able to connect to his device and fix the problem in just a few seconds. We didn’t have that capability before.”

The representatives also appreciate Bomgar’s feature rich and intuitive interface. They like the fact that Bomgar automatically elevates sessions to administrative control and does not require the user to re-enter credentials after a reboot. They also appreciate that Bomgar enables dual control so that the user can show the representative exactly how they are encountering an issue. “It really makes everything more simple for the user,” said Watson. File transfer is another valued feature. “I recently needed to transfer a driver to a user who was at a conference. With Bomgar’s secure file transfer capability, it was not problem at all.”

Bomgar has dramatically reduced the need for the University’s support representatives to make site visits. Before, about half of the time the IT team couldn’t connect remotely to a user’s device, so they had to go fix the issue in person. “That was both time consuming and frustrating for the user. We rarely need to make site visits now,” Watson added. Bomgar’s reporting capabilities allow Watson to track how many incidents are resolved and how long it takes to resolve them. Time-to-resolution and overall efficiency have significantly improved with Bomgar.

For a full case study about University of Bedfordshire’s use of Bomgar, please visit: www.bomgar.com/customers.

About Bomgar

Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 8,000 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris, London and Singapore. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

IoT & Smart Cities Stories
Cloud computing delivers on-demand resources that provide businesses with flexibility and cost-savings. The challenge in moving workloads to the cloud has been the cost and complexity of ensuring the initial and ongoing security and regulatory (PCI, HIPAA, FFIEC) compliance across private and public clouds. Manual security compliance is slow, prone to human error, and represents over 50% of the cost of managing cloud applications. Determining how to automate cloud security compliance is critical...
Enterprises have taken advantage of IoT to achieve important revenue and cost advantages. What is less apparent is how incumbent enterprises operating at scale have, following success with IoT, built analytic, operations management and software development capabilities - ranging from autonomous vehicles to manageable robotics installations. They have embraced these capabilities as if they were Silicon Valley startups.
"MobiDev is a Ukraine-based software development company. We do mobile development, and we're specialists in that. But we do full stack software development for entrepreneurs, for emerging companies, and for enterprise ventures," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
Recently, REAN Cloud built a digital concierge for a North Carolina hospital that had observed that most patient call button questions were repetitive. In addition, the paper-based process used to measure patient health metrics was laborious, not in real-time and sometimes error-prone. In their session at 21st Cloud Expo, Sean Finnerty, Executive Director, Practice Lead, Health Care & Life Science at REAN Cloud, and Dr. S.P.T. Krishnan, Principal Architect at REAN Cloud, discussed how they built...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...
Bill Schmarzo, author of "Big Data: Understanding How Data Powers Big Business" and "Big Data MBA: Driving Business Strategies with Data Science," is responsible for setting the strategy and defining the Big Data service offerings and capabilities for EMC Global Services Big Data Practice. As the CTO for the Big Data Practice, he is responsible for working with organizations to help them identify where and how to start their big data journeys. He's written several white papers, is an avid blogge...
Business professionals no longer wonder if they'll migrate to the cloud; it's now a matter of when. The cloud environment has proved to be a major force in transitioning to an agile business model that enables quick decisions and fast implementation that solidify customer relationships. And when the cloud is combined with the power of cognitive computing, it drives innovation and transformation that achieves astounding competitive advantage.
Machine learning has taken residence at our cities' cores and now we can finally have "smart cities." Cities are a collection of buildings made to provide the structure and safety necessary for people to function, create and survive. Buildings are a pool of ever-changing performance data from large automated systems such as heating and cooling to the people that live and work within them. Through machine learning, buildings can optimize performance, reduce costs, and improve occupant comfort by ...
JETRO showcased Japan Digital Transformation Pavilion at SYS-CON's 21st International Cloud Expo® at the Santa Clara Convention Center in Santa Clara, CA. The Japan External Trade Organization (JETRO) is a non-profit organization that provides business support services to companies expanding to Japan. With the support of JETRO's dedicated staff, clients can incorporate their business; receive visa, immigration, and HR support; find dedicated office space; identify local government subsidies; get...
With 10 simultaneous tracks, keynotes, general sessions and targeted breakout classes, @CloudEXPO and DXWorldEXPO are two of the most important technology events of the year. Since its launch over eight years ago, @CloudEXPO and DXWorldEXPO have presented a rock star faculty as well as showcased hundreds of sponsors and exhibitors! In this blog post, we provide 7 tips on how, as part of our world-class faculty, you can deliver one of the most popular sessions at our events. But before reading...