• University of Miami utilizes Bomgar’s integration with ServiceNow to give IT supervisors an easy way to review remote support session recordings appended to service tickets.
• Bomgar allows the University’s medical facilities to securely access devices that contain personal health information and data.
Bomgar, a leader in secure remote support and access management solutions, today announced that the University of Miami (UM) is using its remote support solution to meet the University’s diverse set of needs. Founded in 1925, UM is a private research university comprised of 11 schools with more than 16,000 students from around the world, and offers 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 Information Technology (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."
One of the IT organization'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," said Pedroso. “Bomgar answered that concern for us.”
Security was another important consideration. With the University's medical facilities, the IT 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.
In addition to consolidating all remote support activities, UM has utilized Bomgar's integration capability with ServiceNow. Bringing Bomgar and ServiceNow together gives Pedroso and other supervisors an easy way to locate and review session recordings that are appended to a service ticket. "The fact that Bomgar tags each ticket with a recording really caught my attention. It's a great time saver," said Pedroso.
"Bomgar has met all of our needs when it comes to remote support capabilities," Pedroso concluded. "It is efficient, secure and scalable, so I'm confident it will not just meet our needs today, but also be an asset to our department as the University continues to grow."
Bomgar (bomgar.com) connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security professionals improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,500 organizations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore.