Case Study: Northumbrian Water achieves secure, faster remote IT support and improved first‑time resolution with BeyondTrust (Bomgar Remote Support)

Robust and Secure Remote Support for a Leading U.K. Public Utility

Northumbrian Water Group, the U.K. utility serving 2.7 million people in the north east (and 1.8 million in parts of southeast England), needed to replace an inadequate service-management and remote-support approach. As the company migrated from thin-client/Citrix shadowing to Windows PCs and tablets, IT could not reliably track support performance or meet strict CPNI security requirements, so they sought a secure, auditable remote-support solution that integrated with their Sunrise ITSM platform.

They deployed the Bomgar Remote Support appliance on‑premises (AES‑256 encrypted) with session recording and Sunrise integration. The solution improved the end-user experience, increased first-time and overall time-to-resolution, reduced on-site visits, and enabled broader use across teams via features like chat, file transfer, command-line access and Jump Client—positioning the organization for future mobile support.

Northumbrian Water

Alan Sherwen

Head of IT Services & Operations