BeyondTrust Case Studies Meeting Its “Students First” Initiative With Real-Time Visibility, Chat Capabilities And Robust Remote Support

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	Meeting Its “Students First” Initiative With Real-Time Visibility, Chat Capabilities And Robust Remote Support BeyondTrust

Meeting Its “Students First” Initiative With Real-Time Visibility, Chat Capabilities And Robust Remote Support

BeyondTrust

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Education
Applicable Functions	Human Resources
Use Cases	Remote Collaboration Remote Control
Services	System Integration
Challenge	When a new chief information officer joined Boise State University, he recognized the need to provide broader support for the university community, particularly the student body. This was in line with Boise State’s growing emphasis on the student experience. The university was in need of a remote support solution that could support users with Windows or Mac OS X operating systems and serve users outside the university network. The remote support tool in use at the time was cumbersome for the support technicians to use and only allowed them to support devices on the university’s network. The IT support department could not fully assist faculty, staff and students working off campus. Read More
About Customer	Boise State University is a public, metropolitan research university founded in 1932. It offers an array of undergraduate and graduate degrees and experiences that foster student success, lifelong learning, community engagement, innovation and creativity. With an enrollment of more than 22,000 students, Boise State is a learning-oriented, student focused university dedicated to excellence in teaching. The university has a support team of approximately 15 full-time professionals and 50 part-time students. Read More
Solution	Boise State University's Director of Customer Care for the IT department saw a demonstration of the Bomgar appliance at a conference and realized it had the capabilities the IT team needed to carry out its new mission. The university immediately purchased a Bomgar B200 appliance. Bomgar provided robust support for a wide range of operating systems and easy connectivity to devices on any network. The Bomgar solution also played a crucial role when the university recently rolled out a new student web page. A Bomgar chat link was embedded right on the page, which allows the students to immediately access the support team during support hours. Bomgar allows Boise State to remotely support nearly any device used by the university community, including laptops, desktops and iOS, Android and Blackberry mobile devices. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Education

Applicable Functions

Human Resources

Use Cases

Remote Collaboration

Remote Control

Services

System Integration

Challenge

When a new chief information officer joined Boise State University, he recognized the need to provide broader support for the university community, particularly the student body. This was in line with Boise State’s growing emphasis on the student experience. The university was in need of a remote support solution that could support users with Windows or Mac OS X operating systems and serve users outside the university network. The remote support tool in use at the time was cumbersome for the support technicians to use and only allowed them to support devices on the university’s network. The IT support department could not fully assist faculty, staff and students working off campus.

About Customer

Boise State University is a public, metropolitan research university founded in 1932. It offers an array of undergraduate and graduate degrees and experiences that foster student success, lifelong learning, community engagement, innovation and creativity. With an enrollment of more than 22,000 students, Boise State is a learning-oriented, student focused university dedicated to excellence in teaching. The university has a support team of approximately 15 full-time professionals and 50 part-time students.

Solution

Boise State University's Director of Customer Care for the IT department saw a demonstration of the Bomgar appliance at a conference and realized it had the capabilities the IT team needed to carry out its new mission. The university immediately purchased a Bomgar B200 appliance. Bomgar provided robust support for a wide range of operating systems and easy connectivity to devices on any network. The Bomgar solution also played a crucial role when the university recently rolled out a new student web page. A Bomgar chat link was embedded right on the page, which allows the students to immediately access the support team during support hours. Bomgar allows Boise State to remotely support nearly any device used by the university community, including laptops, desktops and iOS, Android and Blackberry mobile devices.

Impact #1	The Bomgar solution has improved the support team’s responsiveness.
Impact #2	The support team now feels confident attempting to support anything that students, faculty or staff may be using on campus.
Impact #3	Bomgar has helped the IT support team keep up as technology and the campus environment has evolved.

Impact #1

The Bomgar solution has improved the support team’s responsiveness.

Impact #2

The support team now feels confident attempting to support anything that students, faculty or staff may be using on campus.

Impact #3

Bomgar has helped the IT support team keep up as technology and the campus environment has evolved.

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Overview

Meeting Its “Students First” Initiative With Real-Time Visibility, Chat Capabilities And Robust Remote Support

Operational Impact