Case Study: The University of Bedfordshire expands remote support reach and accelerates resolution with BeyondTrust

University of Bedfordshire Expanding The Reach of Support for Faculty and Staff

The University of Bedfordshire, serving about 23,000 students across multiple campuses and many international travelers, struggled with inconsistent remote-support tools that only worked on the university network. With roughly 46 IT support staff using disparate solutions, the team frequently couldn’t connect to off‑site faculty and staff, leading to time-consuming site visits and slower resolutions.

The university standardized on Bomgar, enabling secure remote sessions over any Internet connection and adding features like session elevation, dual control, secure file transfer, canned scripts, and built‑in reporting and surveys. As a result, site visits have become rare, time-to-resolution and support efficiency have improved, and user satisfaction and the IT team’s reputation on campus have risen — with plans to expand Bomgar access to more devices and services.

University of Bedfordshire

Stevie Watson

Incident and Service Manager