Imperial College London has implemented a new remote support solution provided by Bomgar in a bid to improve the end-user experience for nearly 6,500 staff members, using a number of different devices and operating systems.
Imperial is a world-leading science-based institution, founded in 1907, dispersed across eight locations in the capital. It implemented the solution in April of this year.
The University wanted to consolidate its remote support technologies and put in place a solution that could operate across a number of devices and operating systems, whilst also being easy to manage and configure.
Bomgar states that its solution can provide support to Windows, Mac and Linux systems, as well as iOS, Android, Blackberry and Windows Mobile devices.
Tim Machin, faculty of engineering IT support manager at Imperial, explained that the University’s complex IT infrastructure made picking the right tool all the more important.
“We have a significant Linux presence and a number of complex specialised hardware and software set-ups that we needed to support with a more streamlined approach,” said Machin.
“With all the other tools we looked at, it seemed that there was a work-around for some of the more obscure or specific functionality we wanted, all of which was built into Bomgar and configurable.”
Going forward, Machin also plans to utilise the tool’s Intel vPro support capabilities. “This is a project we are working on that should delivery huge benefits when attempting to support small satellite sites,” he said.
“We are also finding new ways to work and make use of the technology such as managing all the information screens in the college.”