Taking IT Support for a Vibrant University to a New Level
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Bomgar
Tech Stack
- Microsoft’s Systems Management Server (SMS)
- Bomgar
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Education
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
The University of York is a leading university in the UK, ranked among the top 100 universities in the world. Founded in 1963, the university has grown from just 230 students to more than 13,000 students today. The university has more than 30 academic departments and research centers. The campus is located in Heslington on the southern end of the city. The university has two locations, Heslington West, the original location, and Heslington East, a £750 million campus expansion that opened recently. The university was named the “University of the Year” in 2010 by Times Higher Education.
The Challenge
The University of York, one of the UK’s leading universities, was facing a challenge in providing IT support to its growing student body and staff. The university was using Microsoft’s Systems Management Server (SMS) to provide remote IT support for its managed PCs across campus. However, this solution did not give York’s IT department the ability to provide remote support for additional users, such as those with non-Windows devices, their own laptop on campus or a desktop at their dorm room or home. In addition, the university was planning to implement Office 2007 on its managed PCs which did not support SMS. These challenges prompted the IT department to look for a better solution for remote assistance.
The Solution
The University of York decided to implement Bomgar, a robust and flexible remote support solution, to serve its end users' evolving technology needs. Bomgar's feature-rich solution impressed York’s IT team with its ability to work with multiple operating systems and the ability for the IT team to collaborate and easily resolve issues without requiring extensive end-user involvement. Bomgar’s solution also allows York’s support reps to run a Unix or DOS shell that the end user can’t see, making it possible to type code and execute commands to diagnose issues without the end user getting confused during a session. Bomgar was chosen over another solution after a head-to-head trial by the IT staff due to the added features and useful functionality it provided.
Operational Impact
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