BeyondTrust Case Studies Improving remote support for a first of its kind organisation

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	Improving remote support for a first of its kind organisation BeyondTrust

Improving remote support for a first of its kind organisation

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Human Resources Maintenance
Use Cases	Remote Asset Management Remote Collaboration Remote Control
Services	System Integration Training
Challenge	The IT support function for Birmingham Women’s and Children’s NHS Foundation Trust, a small team, needed to provide assistance in a quick, efficient, and secure way. They faced issues with providing support to remote staff that were connecting to the network from home via VPN, particularly on smart devices such as tablets. There was no mechanism in place to support these users, without having them return on-site to the Trust with their device to have their issue addressed. For many remote workers, some of whom were working long distances from the Trust, this just wasn’t a practical solution. A further problem was having the ability to accommodate third parties or contractors who required access to the Trust’s network. It was essential that Birmingham Women’s and Children’s NHS Foundation Trust maintained absolute control and oversight of third party access, only granting entry to the necessary systems and data. Read More
About Customer	Officially launched in February 2017, Birmingham Women’s and Children’s NHS Foundation Trust united Birmingham’s Children’s Hospital and Birmingham’s Women’s Hospital together under one NHS Foundation Trust. The first of its kind in the UK, the Trust comprises around 6,000 staff providing pediatric and maternity services, plus much more, to thousands of patients in Birmingham, the West Midlands and beyond. The Trust also depends on numerous third-party suppliers and other NHS organisations to deliver its services. This is where Bomgar’s Privileged Access solution has been critical to ensuring compliance in that they must manage and audit the access suppliers have to its systems. For third-parties, like the University Hospital of Birmingham, it allows the Trust to define different permission levels and grant them secure, easy access to just the systems and data they need. Read More
Solution	The Birmingham Children’s Hospital had been a Bomgar customer for many years before the merger, so the Trust selected Bomgar’s Remote Support and Privileged Access products across the merged organisation. Now, whenever an off-site member of staff is having trouble connecting to the Trust’s networks, support can be given instantly and remotely. So long as the user has internet connectivity, expert staff can access the device, take control and immediately reconfigure it to access their VPN securely. This has saved time for both end-users and staff, as the team can troubleshoot connection issues remotely, instead of requiring people to come into the Trust to have their devices configured. Crucially, the Remote Support solution works across multiple devices and operating systems. This is especially important as many of the Trust’s staff rely heavily on portable tablet devices, which are becoming the platform of choice in delivering the services the Trust offers. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Human Resources

Maintenance

Use Cases

Remote Asset Management

Remote Collaboration

Remote Control

Services

System Integration

Training

Challenge

The IT support function for Birmingham Women’s and Children’s NHS Foundation Trust, a small team, needed to provide assistance in a quick, efficient, and secure way. They faced issues with providing support to remote staff that were connecting to the network from home via VPN, particularly on smart devices such as tablets. There was no mechanism in place to support these users, without having them return on-site to the Trust with their device to have their issue addressed. For many remote workers, some of whom were working long distances from the Trust, this just wasn’t a practical solution. A further problem was having the ability to accommodate third parties or contractors who required access to the Trust’s network. It was essential that Birmingham Women’s and Children’s NHS Foundation Trust maintained absolute control and oversight of third party access, only granting entry to the necessary systems and data.

About Customer

Officially launched in February 2017, Birmingham Women’s and Children’s NHS Foundation Trust united Birmingham’s Children’s Hospital and Birmingham’s Women’s Hospital together under one NHS Foundation Trust. The first of its kind in the UK, the Trust comprises around 6,000 staff providing pediatric and maternity services, plus much more, to thousands of patients in Birmingham, the West Midlands and beyond. The Trust also depends on numerous third-party suppliers and other NHS organisations to deliver its services. This is where Bomgar’s Privileged Access solution has been critical to ensuring compliance in that they must manage and audit the access suppliers have to its systems. For third-parties, like the University Hospital of Birmingham, it allows the Trust to define different permission levels and grant them secure, easy access to just the systems and data they need.

Solution

The Birmingham Children’s Hospital had been a Bomgar customer for many years before the merger, so the Trust selected Bomgar’s Remote Support and Privileged Access products across the merged organisation. Now, whenever an off-site member of staff is having trouble connecting to the Trust’s networks, support can be given instantly and remotely. So long as the user has internet connectivity, expert staff can access the device, take control and immediately reconfigure it to access their VPN securely. This has saved time for both end-users and staff, as the team can troubleshoot connection issues remotely, instead of requiring people to come into the Trust to have their devices configured. Crucially, the Remote Support solution works across multiple devices and operating systems. This is especially important as many of the Trust’s staff rely heavily on portable tablet devices, which are becoming the platform of choice in delivering the services the Trust offers.

Impact #1	The support team has seen massive improvements in the way it provides support to the rest of the Trust and delivered cost savings.
Impact #2	It has improved the efficiency and speed of dealing with end-user issues, which, for a small team needing to make the best use of its time, has been an enormous benefit.
Impact #3	The end-users themselves are also pleased with the support they are receiving. Using the questionnaire functionality of the solution, the support team has received great feedback from those satisfied with the service.

Impact #1

The support team has seen massive improvements in the way it provides support to the rest of the Trust and delivered cost savings.

Impact #2

It has improved the efficiency and speed of dealing with end-user issues, which, for a small team needing to make the best use of its time, has been an enormous benefit.

Impact #3

The end-users themselves are also pleased with the support they are receiving. Using the questionnaire functionality of the solution, the support team has received great feedback from those satisfied with the service.

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Overview

Improving remote support for a first of its kind organisation

Operational Impact