• NHS Greater Manchester Shared Services uses Bomgar to support a wide range of issues from troubleshooting software and web pages that won't open correctly to installing printer drivers and teaching users how to use new applications.
  • Security was a critical reason NHS Greater Manchester Shared Services chose to standardize on Bomgar, which ensures that sensitive patient data is not put at risk.

Tweet This: Using @Bomgar NHS GMSS provides secure and efficient remote support to over 600 healthcare providers: https://goo.gl/CLj74P.

Marlow, UK – 2 August 2016 – Bomgar, a leader in secure access solutions, today announced that Greater Manchester Shared Services (GMSS) is using Bomgar Remote Support to provide secure and efficient support to its vital healthcare system. GMSS delivers one of the largest portfolios of healthcare support services in the United Kingdom, working closely with 12 regional clinical commissioning groups (CCGs) serving a population of 2.8 million. The organization's clients include CCGs, local authorities, more than 600 healthcare providers, and a host of other public and private sector bodies, primarily across the Greater Manchester region in UK.  

“Prior to merging together, the service desks for the individual PCTs were using a number of different remote support solutions, including VNC, DameWare, Zenworks and Bomgar," said Grant Taylor, service desk officer for NHS GMSS. "We wanted to standardize on a single solution that gave us all the capabilities we needed, but was also highly secure. After evaluating the many solutions, Bomgar stood out as the right choice."

Security was a critical reason NHS GMSS chose to standardize on Bomgar. "Working with healthcare practitioners, we handle large volumes of sensitive patient data every day," said Taylor. "Ensuring the security of that data was of primary importance in choosing a remote support solution. Bomgar is highly configurable to meet our specific support needs while maintaining strong security, which was not the case with many other solutions."

Using Bomgar, the 20 service desk team members help the local healthcare practices and other organizations they serve with a wide range of issues, from troubleshooting software and web pages that won't open correctly to installing printer drivers and advising users how to use new applications. "When a user has a problem, we get on the phone and give them a Bomgar session key, allowing us to quickly take control of their machine and provide the help they need. Our goal is to make the experience as easy as possible," added Taylor.

GMSS has also integrated Bomgar with its ServiceNow® IT service management system. The integration allows the support reps to initiate Bomgar remote support sessions from a ServiceNow record, and feed a full transcript of the video recording of the session back into ServiceNow tickets. Should a client have a concern about what actions were taken by a support rep during a session, every step can be reviewed within the ServiceNow record.

Summarizing the experience with Bomgar, Taylor said, "Bomgar is the way forward for our organization. As a screwdriver is to a workman, Bomgar is to our IT team. It's the essential tool we need to do our job effectively."

For a full case study about NHS GMSS’ use of Bomgar, please visit: www.bomgar.com/customers.

About Bomgar

Bomgar is the leader in Secure Access solutions that empower businesses. Bomgar’s leading remote support, privileged access management, and identity management solutions help support and security professionals improve productivity and security by enabling secure, controlled connections to any system or device, anywhere in the world. More than 10,000 organizations across 80 countries use Bomgar to deliver superior support services and reduce threats to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Connect with Bomgar at www.bomgar.com, the Bomgar Blog, or on Facebook, Twitter and LinkedIn.

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