Northwell Health is the nation's 14th-largest health system, delivering world-class clinical care throughout the New York metropolitan area, pioneering research at The Feinstein Institute for Medical Research, a visionary approach to medical education highlighted by the Hofstra Northwell Health School of Medicine, and healthcare coverage to individuals, families and businesses through the CareConnect Insurance Co. Inc. As a national healthcare leader, Northwell Health is committed to excellence, compassion and improving the health of the community.

The health system cares for people at every stage of life at 21 hospitals and approximately 450 outpatient physician practices throughout the region. Northwell’s owned hospitals and long-term care facilities have more than 6,600 beds, employ more than 13,300 nurses and are affiliated with approximately 10,300 physicians. With a workforce of more than 61,000, North Shore-LIJ is the largest private employer in New York State.

Northwell Health was initiating plans to replace its existing IT service management solution and wanted to ensure that its new approach to providing IT services included more robust remote support capabilities than the health system had at that time.

"Our IT service management system had reached end of life and the remote support capabilities of that solution had a number of limitations, including not being able to connect to Mac OS devices or reboot machines without involving the end user," said Michael Turpin, director of service management for Northwell Health. "It really didn't allow the level of remote support we needed for our growing organization. We knew we needed more advanced features and capabilities."

It was also critical that the new solution comply with stringent data security regulations that Northwell must meet, such as HIPAA. Turpin researched a number of potential remote support solutions, but only Bomgar met all of Northwell's requirements.