Nemsys and Intel vPro Technology-based PCs: 60% Reduction in Deskside Visits


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60% Reduction in Deskside Visits means no longer burning money with downtime. Read the case study from IntelMSP and Nemsys here

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Nemsys and Intel vPro Technology-based PCs: 60% Reduction in Deskside Visits

  1. 1. case study Nemsys60% Reduction in Deskside Visits MeansNo Longer Burning Money with DowntimeNemsys uses Intel® vPro™ technology-based PCs to deliver strategic IT to clients in seven states To achieve its goal of streamlining its customers’ IT experience while also controlling costs, Ohio- based managed service provider Nemsys is deploying PCs with Intel® vPro™ technology.1 With the ability to remotely diagnose and repair OS, software, and hardware problems—and reduce deskside visits by 60 percent—Nemsys is able to provide faster, more responsive service to its customers across seven states. Using Intel vPro technology’s hardware-based KVM Remote Control, Nemsys is able to reduce hardware repair times by 50 percent and improve staff productivity by another 50 percent. The end result is increased customer satisfaction along with improved MSP margins. Delivering More to Customers through Intel vPro Technology2“We know that when a Nemsys’ deployment of PCs based on Intel vPro technology yields better ITcustomer sees IT, it’s functionality and lower service delivery costbecause there’s a problem, Without With Intel vPro Intel vProand problems cost money. Activity Technology Technology ImprovementWith vPro, we make more Average time to resolve a 4 hours 2 hours Reduced by 50% hardware problemmoney and we save the Average time to resolve an OS problem 2 hours 75 minutes Reduced by 38%customer money—and that Average amount of downtime per 80 minutes 60 minutes Reduced by 25%makes them feel better PC per monthabout IT.” Number of PCs that can be managed 300 450 Increased by 50% per technician — John Crabtree, Time to achieve 95% patch saturation 48 hours 2 hours Reduced by 96% CIO, Nemsys Power cost savings per PC over 3-year $0 $192 TCO lowered life span by $192 Resources available at Grow Your Managed Services Business With LabTech Sales Brief for 3rd Gen Savings Brief and Intel vPro Technology-based PCs ® ™ Intel® Core™ Processors with Intel® vPro™ Technology Intel® vPro™ Technology Why LabTech and Intel vPro Technology-based PCs? LabTech is the only remote monitoring and management (RMM) platform PCs with Intel® vPro™ technology1 have unique hardware-based manage- developed from the ground up by a managed services provider for managed ment and security capabilities that extend LabTech’s functionality to further services providers (MSPs). The robust and powerful functionality in LabTech streamline PC management and increase security. They reduce the need two innovAtion leADerS, can increase technicians’ efficiency and productivity through the automation for deskside maintenance visits by up to 56%2 while delivering outstanding two ADvAnCeD teChnologieS Breakthrough of routine maintenance tasks as well as the development of preventative performance and greater energy efficiency. measures using powerful monitors and scripts. ACCelerAteD SAleS Cost Savings LabTech and Intel vPro technology form a solution that is a powerful framework for starting and growing a high-margin managed services business that increases your value to your customers. Select Lenovo PCs deliver a value combination no one else can offer: ThinkVantage* Technologies and Intel® vPro™ technology. Using your existing management console and PCs Features and Benefits at a Glance Business Benefits to You featuring Intel® vPro™ technology, you can save n Comprehensive remote management capabilities that improve and extend your n Lower your service delivery cost and improve profitability. Your efficiency improves An UnbeAtAble SAleS StrAtegy: services offering. LabTech is now taking advantage of powerful new remote capabili- significantly as you automate processes and shift more tasks from field technicians to technicians $50-$225 on every trouble ticket. In addition, ties that are built into PCs with Intel vPro technology. These new tools significantly working remotely in your service center. The remote and “off-hours” capabilities of LabTech plus Deliver whAt the CUStomer wAntS toDAy you can give your customers much faster payback improve down-the-wire services with remote power-up capability, proactive alerting, and persistent asset and configuration information. Intel vPro technology lower your service delivery cost and thus increase your profitability. Your small and mid-size business (SMB) customers are focused on n Significantly increase staff utilization. The solution’s remote capabilities increase the on their PC investments. n Deliver services after hours to decrease customer interruptions and increase number of issues a technician can handle per day, while the ability to move activities to off-hours staying profitable and growing, but they probably don’t realize how the right PC choice can help them tackle the issues they care about most. your utilization. Because you can remotely power up, power down, and reset PCs helps smooth the scheduling of tasks across your support staff. Both of these advantages can Lenovo PCs based on the 3rd Generation Intel® Core™ vPro™ proces- with Intel vPro technology, you can shift more work to off-hours when it won’t interfere have a large impact on your staff utilization. sor and ThinkVantage* Technologies directly address the issues improved efficiency and productivity. Downtime is lost produc- with customer productivity. These functions include patch management using LabTech’s n Create new, recurring, and highly profitable revenue streams. As you create new service they are thinking about now, as shown in the table below. tivity, every time. Intel vPro technology, used in conjunction with a Business Impact #1 powerful Patch Manager, software updates, virus scans, backups, and asset inventories. offerings with LabTech, your clients will require them on an ongoing basis to ensure maximum return leading management console software application, allows techni- Improved monitoring and alerting that can prevent problems. The LabTech plus on their IT investment. This creates recurring revenue streams for your service delivery organization. Lower Your Labor Cost with Every Trouble Ticket—Up to $225 Each Time1 n cians to proactively monitor PCs and spot many issues before they Intel vPro technology solution takes advantage of new alert templates to set alerts, create bUSineSS vAlUe yoUr CUStomer n Transition your current customers more easily into managed services. With LabTech, become problems and cause downtime, and can reduce PC downtime Because you can do more PC maintenance and repair tasks remotely with PCs based on Intel® vPro™ technology2—using your existing tickets, or establish auto-fix script actions for faster, less costly remediations—often neeDS toDAy AnD tomorrow your break/fix and warranty customers can be introduced to the benefits of managed services. up to 83% per PC.4 When a problem does occur, it can often be fixed management console software from Kaseya, LabTech, Level Platforms, or N-able—your staff can get things done faster and multitask more. before the customer knows there’s a problem. After-hours NOC alerts can be sent to Start the conversation your customer wants to have now. Here’s For customers using block hour maintenance agreements, LabTech provides improved customer remotely, reducing costly, time-consuming field visits and accelerating Not only do customers love the improved service, your cost savings really add up. a remote NOC team or designated technician. how Lenovo PCs based on Intel vPro technology1 can make noticeable responsiveness, opportunities to provide higher-value services, and cost-saving efficiencies for remediation. In addition, technicians can perform software updates improvements to your customers’ productivity and cost structure. Because Intel vPro technology works with your existing management console software, there are no new investments to make. What’s it n Deliver new value to your customers: lower power cost and higher productivity. your operations. securely and remotely after hours without interrupting end users. like in your real-world setting? Ask one of these colleagues: Using LabTech, you can proactively manage your customer’s PC power state to save n Improve customer service and increase your influence. The solution improves service greater ease of manageability. 80 percent of the lifetime cost Advanced security that helps you handle today’s emerging them significant power cost. In addition, your increased ability to solve problems remotely quality and enables proactive services that reduce business disruption for the customer. In addi- of running a PC goes to managing and maintaining the system and its threats. The hardware-enhanced security capabilities of Lenovo Labor Cost Saved Each means less downtime—and that means greater productivity. tion, your increased visibility into the customer’s assets and infrastructure performance position software,2 including costs from deployment, system monitoring, help PCs with Intel vPro technology enable proactive protection. In fact, Maintenance Average Time Saved Time Task is Performed MSP or Repair Task per Incident (assumes labor rate of $75/hour) you as a trusted partner with strategic insight into the customer’s IT needs. desk assistance, making updates to software, user downtime, asset security patches can be pushed down to the client PC and kept up-to- management, and maintaining security. Lenovo PCs based on Intel date remotely, ensuring full compliance. Encrypted remote power-on Hardware repair 60 minutes3 $75 Why Choose LabTech? vPro technology have a unique and extensive set of tools built in and update capabilities give technicians full control and let them Base2 Digital that can reduce each of these cost components and lower overall OS repair 45 minutes3 $56 Capabilities Table — The Power of LabTech Plus Intel® vPro™ Technology update PCs after hours. n If you can think of an IT task or process, LabTech can automate it. LabTech’s vPro OOB LabTech vPro and LabTech – PC management costs by up to 50 percent.3 Hardware repair 60 minutes4 $75 innovative technology helps to increase your efficiency and improve technical perfor- Capability Only In-Band Only Better Together Axcell Technologies OS repair 80 minutes4 $100 mance. By eliminating time-consuming, repetitive maintenance work, you can assign Discover vPro-enabled devices x x x impACt of lenovo pCS with intel® vpro™ teChnology technicians to higher priority projects and do more with less. CUStomer ConCern AnD thinkvAntAge* teChnologieS Hardware repair 90 minutes5 $112 Configure vPro settings from centralized console x x x n Buy as you grow. A simple pricing and licensing model makes LabTech both affordable Requires third-party reducing costs Reduces the total cost of PCs by decreasing deskside visits up to 90% each month when Circle Computer Resources OS repair 15 minutes5 $19 and easily scalable. LabTech’s developers have experienced the challenges today’s IT Remote repair using Lenovo PCs with Intel vPro technology.4 services professionals face and will sell you only the number of agents you need, when KVM software Your LabTech and Extended asset management and monitoring increasing productivity and customer focus Reduces downtime and business interruptions through manageability and security capa- Alvarez Technology Hardware repair 90 minutes6 $112 you need them. Hardware event collection/alerts x x x Intel Key Contacts bilities. Hardware and software repair times can be reduced up to 75% when using Lenovo Green Light Business Technology OS repair 180 minutes7 $225 n LabTech Marketplace Solutions. Benefit from the collaborative exchange of technical PCs with Intel vPro technology.4 Power ON/OFF x Limited support x LabTech Software: and practical information—including scripts, monitors, plug-in integrations, MSP imple- protecting critical business information Proactive security better protects against more threats. PCs stay safely patched, and they Asset inventory x x x mentation tools, and expertise—that will enhance your IT services offering. can be patched up to 83% faster.5 Business Impact #2 n LabTech Mobile Access. You can support and resolve most customers’ issues from a Network auto discovery x x 877.522.8323 maximized returns on technology A capable PC infrastructure with the performance for tomorrow’s demanding applications Reduce Truck Roll Expenses device in the palm in your hand! Work from anywhere, at any time with LabTech Mobile, In-band monitoring and alerting x x investments and a repair rate 26% lower than the industry average.6 Every field visit incurs not only labor costs, but physical costs related to gas, parking, mileage, tolls, insurance, and vehicle maintenance. available for Windows* Mobile 6.5, Android,* iPhone* and iPad.* Out-of-band monitoring and alerting x moving towards “green it” Significantly reduce power consumption and cost with advanced after-hours power Intel: These can easily add up–$30, $40, or $50 per trip. Every truck roll prevented by the advanced remote management capabilities of Intel Patch management x x management, up to $600 per year, per PC.5 Kevin Havre vPro technology sends those dollars straight to your bottom line. Service automation via scripting x x Market Development Manager Trouble tickets x x On-demand and scheduled reports x x 503.696.3935 Policy-based system for monitoring and alert best practices x x Brief: Breakthrough Web: Find an Intel Guide: LabTech Sales Brief: Lenovo vPro Cost Savings (PDF) vPro System (HTML) Guide (PDF) Sales Brief (PDF)
  2. 2. Why Lenovo PCs with Intel vPro Technology? Nemsys’ standard installation is a Lenovo desktop or laptop PC featuring Intel vPro technology. “We use Lenovo systems because Lenovo’s overall solution is excellent. Not only are their desktops and laptops business-class systems with great performance, but their support is superior,” says Crabtree. “We’ve found that when we have a problem with a machine, they don’t second guess us but help us resolve the issue quickly.” The excellent performance“It’s always a good value proposition when you can show of their Intel® Core™ i5 vPro™ and Intel® Core™ i7 vPro™ processorsclients that you’re doing more for them. With vPro, we delivers the horsepower that Nemsys’ clients need to run demanding business applications and protect their investmentsave the customer money in terms of less downtime. In into the future. “The stability of their product line really helps us,the customer’s mind, this has a significant impact.” especially as we drive a HaaS strategy with our customers. And Lenovo does all of this at a competitive cost.” — John Crabtree, CIO, Nemsys Overview of Lenovo PCs with Intel vPro TechnologyCutting Hardware Repair Times in Half Lenovo desktop, notebook, and tablet PCs based on Intel vProManaged service provider Nemsys, in Toledo, Ohio, wants to change technology, combined with a leading software managementthe way its clients approach IT. “We don’t want to be a break-fix application such as LabTech, provide unprecedented capabilities.provider,” says John Crabtree, CIO of Nemsys. “We want to be our These advances allow you to deliver more value to your managed services customers by helping them spend smarter, get moreclients’ actual IT department—an extension of their business— done, and be more secure.delivering strategy, vision, and services just as if we were inside thecompany.” That means sitting onsite with customers to understand • Remote diagnosis and repair reduce costly and time-consumingtheir current IT issues and then forming a vision for the future that deskside and service depot visits by resolving problemsincludes IT upgrades and efficiencies, along with prevention and and repairing PCs quickly from the console—even if the PC isremediation. To do this, Nemsys is constantly looking for ways to powered off or in standby mode, is connected to a wireless network, or has a disabled OS.3streamline its customers’ experience and control its own costs.This approach led Nemsys to adopt Intel vPro technology-based • KVM Remote Control connects easily, maintains the connection through reboot cycles, and gives technicians a “full GUI” view ofDell desktop and Lenovo® laptop PCs as a standard part of its the PC they are working on.4solution. By managing these advanced platforms through itsLabTech™ management console software, the company has been • Secure, remote power up and power cycling allow you to performable to significantly cut the cost of delivering services while at scheduled maintenance, backups, and monitoring after hours.3the same time improving customers’ IT experience. • Encrypted, remote security updates ensure that security “vPro-based PCs from Dell and Lenovo allow us to automate and patches are up to date and speed the deployment of criticalreduce downtime, as well as give us the ability to manage problems patches, even to systems that are off or down.remotely,” says Crabtree. “Many of our clients own multiplebusinesses across multiple states—and we can’t just roll a truckevery time there is an issue.” Going forward, Nemsys will use vPro-based PCs as part of its standard platform. “Downtime is money • Increased security capabilities that better protect the customer’sburning. With vPro and its hardware-based KVM, we can actually critical data while reducing downtimeprovide our clients better support and reach them faster. For localclients with vPro, we save 40 minutes in drive time and can usually • A standardized, energy-efficient platform that can significantly reduce total cost of ownership (TCO)have the problem diagnosed and remediated up to 50 percentfaster because of vPro’s capabilities,” notes Crabtree. Remote remediation of OS problems decreases repair times by 38%.Advanced Tools Decrease Repair Costs Today’s Intel vPro technology-based PCs include KVM Remote$100 per Ticket Control, a unique hardware-based KVM capability built directly intoThe advanced manageability and security features of Intel vPro the PC.4 Like software-based KVM tools, it allows technicians totechnology allow Nemsys to significantly streamline a number of remotely control the keyboard, video, and mouse on a customer’skey PC management tasks within its existing management console PC. But unlike software-based KVM tools, KVM Remote Controlsoftware. This both reduces cost and helps eliminate downtime connects easily, maintains the connection through reboot cycles,and interruptions for PC users. The power of this solution has and gives the technician a “full GUI” view of the PC they are workingthree elements: on. “We spend a lot of time with our newer clients, getting their IT in order, and KVM gives us a huge benefit here. With KVM, we• Increased ability to monitor, manage, and repair PCs remotely3— don’t have to leave our desks to be able to do a fresh install of the regardless of power state or operating system health OS,” says Crabtree. “That’s a really big deal and one of the biggest benefits to vPro. This is one of the reasons that moving forward, all2 systems will be vPro systems,” Crabtree says.
  3. 3. Remote diagnosis of hardware problems cuts repairtimes in half. LabTech Remote Monitoring and Management By definition, a hardware repair can’t be done remotely. But with (RMM) Solution Intel vPro technology-based PCs, Nemsys can remotely power up the PC to run diagnostics and determine what part needs replacing. LabTech is the only RMM solution developed from the ground up“It’s always a good value proposition when you can show clients by managed services providers for managed services providers. that you’re doing more for them. With vPro, we save the customer If you can think of a task or process, LabTech can automate it. LabTech’s robust functionality can increase technicians’ efficiency money in terms of less downtime. In the customer’s mind this has through the automation of routine maintenance tasks as well a significant impact,” Crabtree says. For typical hardware problems, as the development of preventative measures using powerful Intel vPro technology cuts Nemsys’ average repair time by 50 monitors and scripts. percent. “If Betty’s PC is down, she’s not working; and if she’s local, she has to wait at least 20 minutes before a technician arrives. With vPro, we can diagnose remotely and then send a technician with the Comprehensive remote management capabilities right part. The time savings is really amazing,” notes Crabtree. that improve and extend your services offering LabTech is now taking advantage of powerful new remote“Every truck roll we avoid reduces our cost by at least $100. capabilities that are built into PCs with Intel vPro technology. These new tools significantly improve down-the-wire servicesvPro allows us to service our customers quickly, extend our with remote power-up capability, proactive alerting, and persistentreach, and maintain a presence even when we don’t leave asset and configuration information.our offices. We make money and we save the customer after-hours Service Delivery to decreasemoney—that’s a big deal.” customer interruptions and increase your — John Crabtree, utilization CIO, Nemsys Because you can remotely power up, power down, and reset PCs with Intel vPro technology, you can shift more work to offActive and passive power management capabilities hours when it won’t interfere with customer productivity. Thesereduce energy costs by $64 per PC per year. functions include patch management using LabTech’s powerful With the ability to turn off groups of PCs after hours and then Patch Manager*, software updates, virus scans, backups, and asset power them back up before the start of the next business day, inventories. Nemsys can now save its customers money through lower energy usage, making a substantial positive impact on their ROI. “Any Improved monitoring and alerting that can client who pays their own power bill and has more than 10 PCs will prevent problems be excited about this—and that’s 90 percent of our clients,” says Crabtree. “I believe this savings will help accelerate our clients’ PC The LabTech plus Intel vPro technology solution takes advantage refresh rate as well, as the reduction in total cost of ownership of new alert templates to set alerts, create tickets, or establish makes a new machine very attractive to clients.” auto-fix script actions for faster, less costly remediations—often before the customer knows there’s a problem. After-hours NOCFewer truck rolls saves money and increases alerts can be sent to a remote NOC team or designated technician.staff utilization.“By reducing truck rolls, we save money every time,” explains Crabtree. “Every truck roll we avoid reduces our cost by at least $100. vPro allows us to service our customers quickly, extend our reach, and maintain a presence even when we don’t leave our offices. We make money and we save the customer money— that’s a significant advantage. In addition, vPro lets us increase staff productivity by 50 percent while still maintaining very good margins.”
  4. 4. 96% faster patching improves security and lowers Intel vPro Technology Deliverscustomers’ risk.Because Nemsys can reach machines that are powered off, security Competitive Advantage and Increasessoftware updates are accomplished much more quickly. Crabtree Productivity by 50%estimates that a set of vPro-based machines can be patched 96 For John Crabtree and the rest of the Nemsys team, therepercent faster than a set of non-vPro systems—resulting in better is no doubt that Intel vPro technology-based PCs provide acustomer protection as well as lower cost to Nemsys. “Security is competitive advantage. “vPro helps us prevent many customerthe most important aspect of what we do; the highest priority is issues, reduce interruptions, and repair problems more quickly—keeping our customers’ data secure,” says Crabtree. “With vPro we all of which makes customers happier,” says Crabtree. Intel vProcan boot, patch, and turn their systems back off. This leads to an technology also has an effect on Nemsys’ business. Crabtree says,improved experience for the end user.” “vPro helps us grow our revenue and our margin because we are reducing work time and travel time. Our average repair time is cutBetter customer experiences—including 60% fewer in half and our productivity is improved by 50 percent. All of thisdeskside visits—improve customer satisfaction and combines to let us offer more than MSPs who aren’t using vPro.”account control.Intel vPro technology helps Nemsys respond quickly and remotelyto customer issues. As a result, customers’ productivity andsatisfaction are both increased. “Our customers don’t wantdowntime—well, no customer does,” laughs Crabtree. “With a Solution provided by:reduction in deskside visits they can see we are providing betterservice. They know we are not wasting their time and resourcesrolling trucks. In addition, vPro also lets us expand our premiumservices to clients that are farther away from us.” LabTech S O F T W A R E 1. Intel ® vPro™ Technology is sophisticated and requires setup and activation. Availability of features and results will depend upon the setup and configuration of your hardware, software, and IT environment. To learn Additional Information more visit: 2. Source: TLC Tech based on field testing performed during September 2011. 3. PCs with Intel ® vPro™ processor technology include Intel ® Active Management Technology (Intel ® AMT). Intel ® Active Management Technology requires the computer system to have an Intel ® AMT-enabled chipset, For more information on the benefits of network hardware and software, as well as a connection with a power source and a corporate network connection. Setup requires configuration by the purchaser and may require scripting with the management Intel vPro technology for small and midsize console or further integration into existing security frameworks to enable certain functionality. It may also require modifications of implementation of new business processes. For more information, see http://www. businesses, visit 4.KVM Remote Control (Keyboard, Video, Mouse) is only available with Intel ® Core™ i5 vPro™ and Core™ i7 vPro™ processors with Intel ® Active Management Technology activated and configured and with integrated graphics active. Discrete graphics are not supported. For more information on Nemsys, NFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH INTEL® PRODUCTS. I NO LICENSE, EXPRESS OR IMPLIED, BY ESTOPPEL OR OTHERWISE, TO ANY INTELLECTUAL visit PROPERTY RIGHTS IS GRANTED BY THIS DOCUMENT. EXCEPT AS PROVIDED IN INTEL’S TERMS AND CONDITIONS OF SALE FOR SUCH PRODUCTS, INTEL ASSUMES NO LIABILITY WHATSOEVER, AND INTEL DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY, RELATING TO SALE AND/OR USE OF INTEL PRODUCTS INCLUDING LIABILITY OR WARRANTIES RELATING TO FITNESS FOR A For more information on LabTech PARTICULAR PURPOSE, MERCHANTABILITY, OR INFRINGEMENT OF ANY PATENT, COPYRIGHT OR OTHER INTELLECTUAL PROPERTY RIGHT. UNLESS OTHERWISE AGREED IN WRITING BY INTEL, management console software, visit THE INTEL PRODUCTS ARE NOT DESIGNED NOR INTENDED FOR ANY APPLICATION IN WHICH THE FAILURE OF THE INTEL PRODUCT COULD CREATE A SITUATION WHERE PERSONAL INJURY OR DEATH MAY OCCUR. I ntel may make changes to specifications and product descriptions at any time, without notice. Designers must not rely on the absence or characteristics of any features or instructions marked “reserved” or “undefined.” Intel reserves these for future definition and shall have no responsibility whatsoever for conflicts or incompatibilities arising from future changes to them. The information here is subject to change without notice. Do not finalize a design with this information. T he products described in this document may contain design defects or errors known as errata which may cause the product to deviate from published specifications. Current characterized errata are available on request. Contact your local Intel sales office or your distributor to obtain the latest specifications and before placing your product order. Copies of documents which have an order number and are referenced in this document, or other Intel literature, may be obtained by calling 1-800-548-4725, or by visiting Intel’s website at © 2012, Intel Corporation. All rights reserved. Intel, the Intel logo, Intel Core, Core Inside, and vPro are trademarks of Intel Corporation in the U.S. and/or other countries. * Other names and brands may be claimed as the property of others. Printed in USA 0912/ET/CMD/PDF Please Recycle 327808-001US