Case Study: University for the Creative Arts achieves 28% more incident handling and faster, more secure remote support with BeyondTrust

University for the Creative Arts Meeting the Changing Support Needs of the University Across Five Campuses and Internationally

The University for the Creative Arts (UCA) is a specialist arts university with five campuses in the South‑East of England that supports more than 800 staff and 6,500 students across a diverse IT estate. Its small IT team faced rising demand from staff working remotely and internationally, a growing variety of devices (Windows, Macs, iPads, Android, BYOD) and heightened security and privacy concerns that made traditional on‑campus support impractical.

UCA deployed a Bomgar B200 appliance on‑premises, integrated with Active Directory and Intel vPro, to provide centralized, cross‑platform remote support and secure third‑party access via Bomgar Embassy with full session recording and audit logs. The solution enabled remote support for all staff, improved service consistency, increased incident handling by 28%, reduced hold time by 10%, and passed an external security audit while raising overall user satisfaction.

University for the Creative Arts

James Davies

IT Customer Service Manager