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Agile Computing Authors: ManageEngine IT Matters, Yeshim Deniz, Elizabeth White, Liz McMillan, Carmen Gonzalez

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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+.

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