Case Study: NHS Greater Manchester Shared Services achieves secure, scalable remote support and improved efficiency with BeyondTrust

Serving The Remote Support Needs Of A Vital Healthcare System

NHS Greater Manchester Shared Services (GMSS) provides IT support to 12 clinical commissioning groups and more than 600 healthcare providers serving 2.8 million people. After a merger, the organization faced a fragmented remote‑support environment (VNC, DameWare, Zenworks, etc.) and needed a single solution that was both highly flexible for varied support tasks and strongly secure to protect sensitive patient data.

GMSS standardized on Bomgar’s appliance-based remote‑support platform, using AES‑256 encryption, Jump Clients/Jumppoints, Canned Scripts and ServiceNow integration with session recording and surveys. The deployment lets a 20‑person service desk manage over 550 servers and 130 Jumppoints, speeds software pushes and troubleshooting, improves security and auditability, and delivers better user feedback—while positioning the organization to move to a virtualized Bomgar appliance.

NHS Greater Manchester Shared Services

Grant Taylor

Service Desk Officer