The University of Miami: Consolidating Remote Support to Meet a Diverse Set of Needs
Company Size
1,000+
Region
- America
Country
- United States
Product
- ServiceNow IT Service Management software
- Bomgar
Tech Stack
- Virtual Private Network (VPN)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Cybersecurity & Privacy - Network Security
Applicable Industries
- Education
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
About The Customer
Founded in 1925, the University of Miami (UM) is a private research university with more than 16,000 students from around the world. The University is a vibrant and diverse academic community focused on teaching and learning, the discovery of new knowledge and service to the South Florida region and beyond. With multiple campuses that include its main Coral Gables campus, Leonard M. Miller School of Medicine, Rosenstiel School of Marine and Atmospheric Science and the Richmond Facility for research, UM is comprised of 11 schools and colleges that offer 180 academic programs and majors.
The Challenge
The University of Miami (UM) decided to consolidate several disparate IT organizations across the University’s many campuses so that the approximately 600 IT support professionals could work more closely as a unified team. As part of that initiative, the University of Miami IT (UMIT) department deployed ServiceNow IT Service Management software and a number of project-oriented software solutions. UMIT was also interested in consolidating to a single remote support solution, rather than continuing to use the many ad-hoc solutions previously employed by the various campus-based IT departments. One of UMIT’s goals was to better support the variety of devices used on campus. Many users at UM have Mac computers and several of the remote support solutions did not adequately support them.
The Solution
UMIT deployed Bomgar, a remote support solution that adequately supports Mac computers. Bomgar allows UMIT to connect to a device and support users no matter where they are, which is something they couldn’t do with their other remote support solutions. Security was another important consideration. With the University’s medical facilities, UMIT’s support team needed the capability to securely access devices that contain personal health information and data. Bomgar’s on-premises virtual appliance does not require opening a portal in UM’s firewall, accessing a third-party website in the cloud or enabling services on devices, all of which might compromise security. Bomgar’s session traffic is also encrypted and Bomgar logs and records each support session for a detailed audit trail, adding a level of security not found with many other solutions.
Operational Impact
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