Johns Hopkins Bloomberg School of Public Health: Bomgar Critical for Health Researchers in the Field
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar Remote Support
Tech Stack
- Microsoft SharePoint
- BMC Service Desk Express
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
- Healthcare & Hospitals
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Johns Hopkins Bloomberg School of Public Health is a leading academic and research program in the field of public health. The school's students and faculty play a crucial role in researching and resolving critical public health issues in communities worldwide. The school's IT team, consisting of 50 members, is responsible for supporting over 5,000 students, staff, and faculty both in the classroom and in the field. The team operates a walk-up service desk and call center, but also provides support to researchers in remote countries addressing public health issues.
The Challenge
The IT support team at Johns Hopkins Bloomberg School of Public Health was struggling to provide high-quality support to the growing number of students and faculty conducting research in remote locations around the world. Traditional support delivery methods were proving inadequate, particularly for researchers in areas with slow and inconsistent network connections and limited phone access. The team was also grappling with the challenge of supporting researchers' access to data stored on secure portals on the university's network via Microsoft SharePoint. The existing remote control capabilities included with Windows and their systems management solution were insufficient to meet the increasing demand for support.
The Solution
The IT support team at Johns Hopkins Bloomberg School of Public Health adopted Bomgar's remote desktop support solution to overcome their challenges. The solution was chosen for its ability to connect to systems outside of the local network environment, its opt-in feature that allowed it to be installed on machines already in the field, and its ease of installation and compatibility with the school's disaster recovery and high availability requirements. Bomgar's appliance-based technology provided a simplified remote support solution that could support multiple operating systems being used in the field, including Windows PC, Mac, and Linux. The solution was deployed with minimal interface changes to tailor it to the school's unique needs and was up and running in less than a day.
Operational Impact
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