BeyondTrust Case Studies UNC Healthcare: Delivering Effective IT Support Across A Healthcare System

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	UNC Healthcare: Delivering Effective IT Support Across A Healthcare System BeyondTrust

UNC Healthcare: Delivering Effective IT Support Across A Healthcare System

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
Services	Software Design & Engineering Services System Integration
Challenge	The UNC Health Care system had a diverse set of remote support tools and user support workflows as a result of the acquisition over time of numerous regional hospitals, each with their own IT practices in place. UNC Health Care’s executive management set the goal of standardizing IT support across the healthcare system. In addition, UNC Health Care was planning to implement a new electronic health records and hospital management software system with twenty two different modules, and the IT department knew that implementation command center would need an efficient and effective way to provide training and support for thousands of users who would be learning to use the new software. Read More
About Customer	UNC Health Care is a not-for-profit, integrated healthcare system owned by the State of North Carolina and based in Chapel Hill. It exists to further the teaching mission of the University of North Carolina and to provide state-of-the-art patient care. A distinguishing characteristic of UNC Health Care is its association with the UNC-Chapel Hill School of Medicine, a nationally eminent research institution. This relationship gives UNC Health Care a powerful pathway for moving the results of biomedical research from medical school laboratories to patient care settings. UNC Health Care brings together more than 20,000 employees, doctors and nurses to care for patients from all 100 counties in North Carolina and surrounding states. In addition to five specialty hospitals, the system includes seven regional hospitals. This comprehensive approach connects communities with the healthcare resources they need, provided by the local hospitals and doctors they trust. Read More
Solution	UNC Health Care’s IT department evaluated a number of possible solutions, including DameWare, LogMeIn, and Citrix GoToMeeting and GoToAssist, in addition to Bomgar. Among the solutions tested, Bomgar was unique in its ability to meet all of the healthcare system’s needs. Bomgar’s ability to not only make it easy for UNC Health Care to troubleshoot issues for their users, but also create recordings and use those for training purposes, made it a perfect fit to help them achieve their goals. The Bomgar solution proved indispensable during UNC Health Care’s implementation of the EMR system. During the implementation, there were 90 software consultants on-site all trained to use Bomgar to help the doctors, nurses, administrative staff and other end users of the software. It was a major rollout, and thanks to Bomgar, all users had to do was click the life preserver on their screen to get immediate help from a consultant. 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

Services

Software Design & Engineering Services

System Integration

Challenge

The UNC Health Care system had a diverse set of remote support tools and user support workflows as a result of the acquisition over time of numerous regional hospitals, each with their own IT practices in place. UNC Health Care’s executive management set the goal of standardizing IT support across the healthcare system. In addition, UNC Health Care was planning to implement a new electronic health records and hospital management software system with twenty two different modules, and the IT department knew that implementation command center would need an efficient and effective way to provide training and support for thousands of users who would be learning to use the new software.

About Customer

UNC Health Care is a not-for-profit, integrated healthcare system owned by the State of North Carolina and based in Chapel Hill. It exists to further the teaching mission of the University of North Carolina and to provide state-of-the-art patient care. A distinguishing characteristic of UNC Health Care is its association with the UNC-Chapel Hill School of Medicine, a nationally eminent research institution. This relationship gives UNC Health Care a powerful pathway for moving the results of biomedical research from medical school laboratories to patient care settings. UNC Health Care brings together more than 20,000 employees, doctors and nurses to care for patients from all 100 counties in North Carolina and surrounding states. In addition to five specialty hospitals, the system includes seven regional hospitals. This comprehensive approach connects communities with the healthcare resources they need, provided by the local hospitals and doctors they trust.

Solution

UNC Health Care’s IT department evaluated a number of possible solutions, including DameWare, LogMeIn, and Citrix GoToMeeting and GoToAssist, in addition to Bomgar. Among the solutions tested, Bomgar was unique in its ability to meet all of the healthcare system’s needs. Bomgar’s ability to not only make it easy for UNC Health Care to troubleshoot issues for their users, but also create recordings and use those for training purposes, made it a perfect fit to help them achieve their goals. The Bomgar solution proved indispensable during UNC Health Care’s implementation of the EMR system. During the implementation, there were 90 software consultants on-site all trained to use Bomgar to help the doctors, nurses, administrative staff and other end users of the software. It was a major rollout, and thanks to Bomgar, all users had to do was click the life preserver on their screen to get immediate help from a consultant.

Impact #1	Bomgar’s Jump Client feature allows UNC Health Care to connect to users not on their network in less than a minute as long as they have internet access.
Impact #2	The File Transfer feature enables software updates and the easy transfer of information from one machine to another.
Impact #3	The 256 bit Advanced Encryption Standard SSL for data transfer meets the healthcare system’s stringent privacy and security requirements.

Impact #1

Bomgar’s Jump Client feature allows UNC Health Care to connect to users not on their network in less than a minute as long as they have internet access.

Impact #2

The File Transfer feature enables software updates and the easy transfer of information from one machine to another.

Impact #3

The 256 bit Advanced Encryption Standard SSL for data transfer meets the healthcare system’s stringent privacy and security requirements.

Benefit #1	More than 1,000 calls a day during the first three weeks of the rollout were handled efficiently.

Benefit #1

More than 1,000 calls a day during the first three weeks of the rollout were handled efficiently.

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Overview

UNC Healthcare: Delivering Effective IT Support Across A Healthcare System

Operational Impact

Quantitative Benefit