Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates and institutions and further elevates students to ‘customers’ with buying power. Students have new expectations and demand higher standards of their Universities, including IT services.
This is sentiment echoed by Gordon Roberts, Customer Services and Communications Manager at the University of Reading, who I met with Joel Bomgar, CEO of the $50m enterprise remote support company that bears his name. Joel was in the UK to visit the EMEA office and talk with clients including the University of Reading (UoR) who have recently joined the ranks of around 8,000 other Bomgar customers.
Gordon stated his team were under increasing pressure to increase service levels: both to satisfy their staff and students but also manage external reputation. Bad vibes about support spread like wild fire amongst prospective IT savvy students.
The UoR team admit that they stumbled across Bomgar whilst on the search for a new service desk (Recently replacing BMC with TopDesk), Gordon said “All the ITSM vendors we spoke to during our ITSM tool selection process said they integrated with Bomgar, but we’d never heard of it. However after researching further we immediately saw the value and have been using it since May”.
IT services at UoR act as a central point of contact for all IT requests and incidents, even for those faculties that may have their own IT support resources. Gordon stated that the lines between first and second line support had begun to blur as the first line support team were encouraged to learn more. “There has been an effort to move away from log and flog and increase the skill levels of frontline staff”
Bomgar facilitates collaboration between support teams by:
- Allowing 1st and 2nd line to collaborate in real time on issues and learn from each other during calls rather than passing batons between teams with no real increase in knowledge
- Recording calls and clipping the video to a knowledge base article for future reference
- Doing all this whilst meeting their security and regulatory requirements. An audit trail of Bomgar activity records all interactivity.
I was surprised to hear that anyone in IT support can use Bomgar; it is not restricted to a few specialists. In fact Bomgar is also used for hands-on 1-2-1 training sessions outside of IT support, for example when training staff on tips and tricks with Microsoft Office, CMS systems or Blackboard.
Once upon a time we pushed plugs in a telephone exchange and called the operator to make a phone call – now we click on somebody’s face in Skype and talk to them immediately on the other side of the planet via a free video link. Bomgar paints a vision of a similar immediacy. Service request portals have provided scope for great steps in automation; remote support of this type allows the human touch to return and vastly accelerate support by allowing collaboration in real time.