The University of Bedfordshire is a university with a diverse population of approximately 23,000 students from more than one hundred countries. The university’s primary campuses are in Luton and Bedford in Bedfordshire, England, as well as four auxiliary campuses.
The University of Bedfordshire’s mission is to create a multi-cultural learning community that enables people to transform their lives by participating in excellent, innovative education, scholarship and research.
CONSOLIDATING TOOLS TO ACHIEVE A MORE EFFICIENT SERVICE
The university began using Bomgar as part of an initiative to improve the IT team’s service to users. Prior to that time, its approximately 46 IT support representatives were using a variety of tools to provide remote support to faculty and staff.
“We had a number of solutions with remote support capabilities prior to acquiring Bomgar, including Novell ZENworks, Microsoft’s Remote Desktop Protocol and LANDESK,” said Stevie Watson, incident and service manager for the University of Bedfordshire. “However, unlike Bomgar, the other tools could only be used if the user was connected to the university’s network. Bomgar can establish a session through any Internet connection. That was just one of the many reasons that Bomgar quickly became our primary remote support tool.”
Having the ability to connect to users no matter where they are has greatly extended the reach of the support representatives. “We have administrators, faculty and researchers that travel all over the globe,” said Watson. “We recently had a faculty member in China who needed help printing a document. With Bomgar, we were able to connect to his device and fix the problem in just a few seconds. We didn’t have that capability before.”