Case Study: Johns Hopkins Bloomberg School of Public Health achieves reliable global remote support for field researchers with BeyondTrust

Bomgar Critical For Health Researchers In The Field

Johns Hopkins Bloomberg School of Public Health’s 50-person IT team supports more than 5,000 students, staff and faculty — many conducting research in remote locations worldwide. By 2008 the team found traditional walk‑up and basic Windows remote control tools couldn’t handle slow or unreliable networks, intermittent phone access, and the growing need to securely support hundreds of SharePoint research portals and field researchers.

The school deployed Bomgar’s appliance-based remote support to meet strict requirements for out-of-network connections, opt‑in installs, multi‑OS support and fast deployment; the solution was up and running in under a day. As a result, helpdesk staff can deliver the same quality of support to researchers in Botswana or on campus, post‑support surveys are uniformly positive, the team is using Bomgar for portal training and demos, and plans are underway to integrate Bomgar with Active Directory and the ticketing system to further streamline support.

Johns Hopkins Bloomberg

Dawson Randle

Manager Of Client Services