Case Study: The University of North Dakota achieves unified, faster remote IT support with BeyondTrust

Remote Support That Helps A Higher Ed Institution Achieve Its Strategic Goals

The University of North Dakota (UND), a large public research university with more than 14,000 students and extensive online programs, faced fragmented IT support: nine colleges ran separate tech teams using different remote tools. As part of its “Exceptional UND” initiative the university sought a single, easy-to-use, reliable remote support solution that would deliver a consistent experience for on‑campus and remote students—many of whom have low-bandwidth connections.

UND standardized on the Bomgar B400 appliance, integrated with Active Directory and deployed to 113 technicians across 18 support teams. Bomgar’s session-key portal, Jump Client, multi‑OS support, session recording and appliance-based architecture eliminated third‑party dependencies, enabled remote teaching, and handled low-bandwidth sessions. The result was faster, more consistent service—tickets now close in 24–72 hours instead of weeks—reduced campus travel, improved end-user satisfaction, and discussion of broader state‑level adoption.

The University of North Dakota

Joshua Jones

Associate Director of User Support Services