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.

A few years ago, 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.

“Unifying our teams with a single remote support solution was an important part of our continual service improvement initiative,” said Rocky Pedroso, director of information technology for the University of Miami. “We evaluated several of the solutions in use across the University, including WebEx, GoToAssist, and DameWare in addition to Bomgar. Bomgar was the only solution that met all of our requirements.”