Intel vpro Technology. Common-Use Guide. For the Kaseya IT Automation Platform* Introduction

Intel vpro Technology Common-Use Guide For the Kaseya IT Automation Platform* Introduction Common Uses for the Kaseya IT Automation Framework and Intel vpro Technology 1 Intel Core vpro processors extend the management capabilities of the Kaseya IT Automation Framework*, which enables enhanced discovery, analysis, and monitoring of PCs and laptops, even in powered-off states. These extended remote-management capabilities can help increase IT department efficiency and reduce support and power costs. This paper illustrates how to use the Kaseya IT Automation Framework and PCs equipped with Intel vpro technology in several common management scenarios, which shows how IT professionals can lower administrative costs and increase the level of service they offer. WHITE PAPER Intel vpro Technology Kaseya IT Automation Platform* Setup and Assumptions Software Hardware Kaseya IT Automation Framework* At least one PC or laptop built with an Intel Core vpro processor Basic assumptions 1. You have activated Intel vpro technology and Intel Active Management Technology (Intel AMT) on your PCs by configuring the Management Engine BIOS extension (MEBx). 2 2. You have installed and configured the Kaseya server and optional modules, such as the Desktop Policy Module, for your environment. 3 3. You have installed the Kaseya agent on the monitored PCs. 4 4. You can successfully log on to the Kaseya server through the browser-based Kaseya Virtual System Administrator (VSA) console. 5. You have enabled cookies and JavaScript in your web browser. Common Uses Covered in This Guide Improve PC discovery with Intel vpro technology Optimize PC maintenance and management Troubleshoot client systems using Kaseya KVMView, remote ISO boot, and boot to BIOS

Table Of Contents Introduction.......................................................................................................................................... 1 Setup and Assumptions.............................................................................................................................................. 1 Common Uses Covered in This Guide.................................................................................................................................. 1 Use Case 1: Improve PC Discovery with Intel vpro Technology............................................................................................. 3 Initial and Ongoing Client System Enumeration........................................................................................................................ 3 Initial and Ongoing System Analysis.................................................................................................................................. 4 Use Case 2: Optimize PC Maintenance and Management.................................................................................................. 5 Green Computing Scenario: Automated Mass Power On and Power Off................................................................................................ 5 Install Patches and Software After Hours............................................................................................................................ 6 Deploy Applications Using the Kaseya Application Deployment Wizard................................................................................................. 7 Use Case 3: Troubleshoot Client Systems with Kaseya KVMView, Remote ISO Boot, and Boot to BIOS........................................................ 9 Access a Remote PC with Kaseya KVMView........................................................................................................................... 9 Boot a Remote PC from an ISO Image................................................................................................................................. 9 Boot to a Remote PC s BIOS......................................................................................................................................... 10 Work with Users to Diagnose and Repair Their PCs................................................................................................................... 11 Conclusion........................................................................................................................................... 11 Related Links........................................................................................................................................ 12 2

Use Case 1: Improve PC Discovery with Intel vpro Technology Intel vpro technology makes it possible to detect powered-off PCs, which allows for the most comprehensive remote view of devices on the network. In addition to providing visibility for powered-off PCs, Intel vpro technology helps prevent unauthorized access to your PCs with strong password protection. With secure, always-available access to network PCs, you can discover your network PCs faster and more accurately, which helps you provide higher levels of service with more efficient resource allocation. This can result in fewer onsite visits and lower IT costs. Kaseya provides a complete, integrated IT solution to centrally monitor and manage IT infrastructure from a single, web-based platform. Initial and Ongoing Client System Enumeration IT departments commonly need to create and maintain an inventory of PCs. Whether it is the initial inventory for a new user to establish a baseline, or a regular monthly inventory to track changes, getting an accurate count of PCs is a central component of IT management. When combined with Intel vpro technology, Kaseya can monitor the availability of virtually any networked PC, whether it is powered on or not. The ability to monitor both powered-up and powered-off PCs helps ensure inventory accuracy while minimizing onsite visits. This remote discovery means that more frequent inventory assessments are possible without increased costs. The end result is higher levels of service at a lower cost. This use case walks you through the steps required to discover PCs, both initially and on an ongoing basis, using the Kaseya Virtual System Administrator (VSA) console and PCs equipped with Intel vpro technology. Step 1: Discover PCs Equipped with Intel vpro Technology The LAN Watch feature in Kaseya VSA uses an existing Kaseya agent installed on a managed machine to scan that machine s network for new devices. LAN Watch looks specifically for devices that users or administrators have connected to the LAN since the last time LAN Watch ran. These new devices can be workstations and servers without agents, Simple Network Management Protocol (SNMP) devices, and devices with Intel vpro enabled. Optionally, Kaseya VSA can send an alert when LAN Watch discovers any new device. Figure 1: LAN Watch 3

To schedule a LAN Watch scan: 2. Expand the Kaseya VSA console navigation panel (on the left), and then click Agent. 3. Under LAN Discovery, click LAN Watch. 4. In the center selector panel, choose a device from the list of existing machine IDs from which you want to run the LAN Watch. After you have selected the machine, the IP address range for the machine s LAN automatically appears in the Scan IP Range fields. 5. Select the Enable vpro checkbox. Enter the username and password you used to configure and activate Intel vpro technology on the PCs in the Username, Password, and Confirm password fields. 6. Click Schedule. 7. In the Scheduler, select the Recurrence interval. By default, the LAN Watch is set to run only at the current time. Note: You can use this window to configure LAN Watch to run on this device at regularly scheduled intervals of minutes, hours, days, weeks, or months. You can also set an exclusion time frame, and whether you want your scan to skip powered-off devices, or turn powered-off devices on. 8. Click Submit. 9. After the LAN Watch scan finishes, you can view the discovered devices. In the expanded LAN Discovery section of the navigation panel, click View LAN. 10. In the selector panel, click the device that you used to run the LAN Watch. The resulting list will show all the devices discovered by LAN Watch. Step 2: Create and View the Detailed Asset Report In addition to a basic list of discovered PCs, you can use Kaseya to create a number of useful asset reports. To get a detailed inventory that includes information from PCs with Intel vpro technology enabled, you can use the Machine Summary report. This reports page produces a detailed report for each machine ID matching the machine ID/group ID filter. You can use the Machine Summary report to generate comprehensive reports for individual devices. Kaseya VSA provides separate Add and Remove selection windows for system data and application data to include in the Machine Summary report. The Machine Summary page, in the Audit section of the Kaseya VSA, displays similar information. To create a new Machine Summary report: 1. Expand the Kaseya VSA console navigation panel, and then click Info Center. 2. Under Reporting, click Reports. 3. In the center selector panel, click myreports. 4. To create a new Machine Summary report, click New Report. 5. Select your desired report template, and then click Next. For this use case, we ll select Audit and Machine Summary. 6. On the General tab, select the various output and message options you want to include in the report. 7. On the Report Parameters tab, select the information you want to appear in the report. 8. Click Save. 9. In the selector panel, under the myreports folder, click the Machine Summary report. 10. Click Run Now. Alternately, you can click Schedule Report and set a schedule. 11. In the Run Now screen, select any additional parameters, such as Organization or Machine Group, and then click Submit. Note: After Kaseya generates the report, the report appears in a separate window. Initial and Ongoing System Analysis IT professionals must regularly monitor computer system attributes such as processor, memory, video card, and other hardware details. This monitoring can also include software specifics, such as operating system type, version, and patch level, and installed software applications like antivirus software and Microsoft Office* suites. A common challenge faced by IT professionals is keeping this asset information up-to-date, as daily computer system usage and administration invariably leads to changes. With Intel vpro technology, Kaseya helps IT professionals gather computer asset information with real-time accuracy, even for PCs in low-power and powered-off states. By continually monitoring these assets in real-time, an IT professional can increase the number of firstcall resolutions. Furthermore, when an onsite visit is necessary, high-quality asset monitoring can reduce the cost of the visit by giving the technician complete and accurate information about the problem systems. 4

This use case walks you through the steps required to gather such up-to-the-minute information from PCs monitored with Kaseya. It assumes that you have discovered and imported PCs by following the steps in section 1.1. Step 1: View a PC s Asset Details 2. Expand the navigation panel, and then click Audit. 3. Under View Individual Data, click Machine Summary. 4. In the selector panel, select the machine group that contains the PC you want to view. 5. In the selector panel, click the machine name of the PC for which you want to view detailed asset information. Note: Detailed information about this PC is summarized on the Summary tab. You can view even more detail by clicking any of the other tabs along the top of the panel. End of Use Case 1 Use Case 2: Optimize PC Maintenance and Management The remote power-on functionality of Intel vpro technology and the Windows shutdown capability of the Kaseya VSA help IT professionals ensure that patches and updates are applied to all PCs in the network regardless of power state, and that tasks requiring a reboot are completed and confirmed all from remote locations, without an onsite visit. This helps IT personnel improve service and security levels with wider patch deployment. It also opens up new services that IT professionals can provide, such as power management, and makes tasks that previously required an onsite visit possible remotely, such as applying firmware updates. Green Computing Scenario: Automated Mass Power On and Power Off Saving money and reducing environmental impact through reduced power consumption is an increasingly important goal for many organizations. By utilizing Intel vpro technology, the Kaseya IT Automation Framework can help organizations trim unnecessary power consumption from PC operations. Intel vpro technology helps Kaseya remotely power on PCs on the managed network. The ability to initiate and schedule a mass power on using Intel vpro technology lets IT professionals reduce infrastructure power costs. IT can schedule a mass shutdown in the evening after all users have left, and then schedule a mass power-on the following morning using Intel vpro technology before users arrive. In the following use case, we ll walk through the steps required to schedule an automatic shutdown of PCs at the end of the work day, and then schedule the automatic power-on of PCs before users get to their desktops in the morning. Note: If the managed PCs are behind a firewall from the Kaseya VSA, you must configure a machine as an Intel vpro proxy. See the Kaseya help documentation for details on configuring an Intel vpro proxy. Figure 2: vpro Management 5

Step 1: Determine Which PCs Have Intel AMT Enabled 2. Expand the navigation panel, and then click Desktop Policy 3. Under vpro, click vpro Management. 4. From the Machine Group drop-down list, select the machine group to which you want to apply the shutdown policy. 5. In the resulting list of devices, select the checkboxes next to the devices that you want to scan for Intel AMT. Note: You can select the Machine ID check box to select all of the devices in the list. 6. From the vpro Actions drop-down list, select Detect vpro. Once the scan completes, the Intel AMT version number and activation status for each device appears in the AMT Version and Enabled columns next to each machine name. Step 2: Schedule PCs to Shut Down 1. Expand the navigation panel, and then click Desktop Policy 2. Under vpro, click vpro Management. 3. From the Machine Group drop-down list, select the machine group to which you want to apply the shutdown policy. 4. In the resulting list of devices, select the checkboxes next to the devices that you want to shut down. Note: You can select the Machine ID check box to select all of the devices in the list. 5. From the Power Management drop-down list, select Schedule Windows Shutdown. Note: You can immediately shut down all of the selected machines by selecting Windows Shutdown from the Power Management drop-down list. 6. In the Scheduler window s Recurrence list, select how often you want the task to occur. 7. In the Daily Schedule Options pane, set the Run at, Distribution window, and Every scheduling options. 8. In the Start/End pane, set the Starting on value to the date you want, and then set the Ending after value to No end date. This ensures that the shutdown task regularly occurs at the scheduled interval. 9. Click Submit. Step 3: Schedule PCs to Power On 1. Expand the navigation panel, and then click Desktop Policy 2. Under vpro, click vpro Management. 3. From the Machine Group drop-down list, select the machine group to which you want to apply the power-on policy. 4. In the resulting list of devices, select the checkboxes next to the Intel AMT enabled devices that you want to power on. Note: You can select the Machine ID check box to select all of the devices in the list. 5. From the Power Management drop-down list, select Schedule Power Up. Note: You can immediately power-on all of the selected machines by selecting Power Up from the Power Management drop-down list. 6. In the Scheduler window s Recurrence list, select how often you want the task to occur. 7. In the Daily Schedule Options pane, set the Run at, Distribution window, and Every scheduling options. 8. In the Start/End pane, set the Starting on value to the date you want, and then set the Ending after value to No end date. This ensures that the power-on task regularly occurs at the scheduled interval. 9. Click Submit. Install Patches and Software After Hours IT professionals often must deploy patches and software packages to PCs on the network after hours so that users are not interrupted. In this scenario, powered-off PCs can keep software and patch installations from occurring. By taking advantage of the Intel vpro technology power-on capability, Kaseya lets IT professionals remove this obstacle from software patches and installation tasks, helping to ensure that the tasks complete the first time. This reduces overhead costs and increases user satisfaction. This use case walks you through the steps required to deploy a patch to all the PCs on a network, including those PCs that are powered off. 6

Step 1: Power On PCs 2. Expand the navigation panel, and then click Desktop Policy 3. Under vpro, click vpro Management. 4. From the Machine Group drop-down list, select the machine group to which you want to power on. 5. In the resulting list of devices, select the checkbox next to the Intel AMT enabled devices that you want to power on. Note: You can select the Machine ID check box to select all of the devices in the list. 6. From the Power Management drop-down list, select Power Up. Step 2: Deploy Updates 1. Expand the navigation panel, and then click Patch Management. 2. Under Manage Updates, click Machine Update. 3. In the selector panel s Machine Group drop-down list, select the group that contains the PC you want to update. 4. Click the machine name of the PC you want to update. Note: If the PC you want to update does not appear as a link, you must run an initial patch scan on the PC. 5. Select the check boxes next to the updates you want to apply to the PC. 6. Click Schedule. 7. Set the time you want the update to run using the Run at, On, and Distribution Window fields. 8. In the Execution Options pane, optionally select the Skip if offline and Power up if offline checkboxes. 9. If you want to exclude a specific range of time from the schedule, select the Exclude the following time range checkbox, and then enter the time values in the From and Through fields. 10. Click Submit. The scheduled update status appears as Pending in the update list. Step 3: Schedule PCs to Shut Down after Updates Complete 1. Expand the navigation panel, and then click Desktop Policy 2. Under vpro, click vpro Management. 3. From the Machine Group drop-down list, select the machine group to which you want to apply the shutdown policy. 4. In the resulting list of devices, select the checkboxes next to the devices that you want to shut down. Note: You can select the Machine ID check box to select all of the devices in the list. 5. From the Power Management drop-down list, select Schedule Windows Shutdown. Note: You can immediately shut down all of the selected machines by selecting Windows Shutdown from the Power Management drop-down list. 6. In the Scheduler window s Recurrence list, select how often you want the task to occur. 7. In the Daily Schedule Options pane, set the Run at, Distribution window, and Every scheduling options. 8. In the Start/End pane, set the Starting on value to the date you want, and then set the Ending after value to No end date. This ensures that the shutdown task occurs regularly at the scheduled interval. 9. Click Submit. Note: After you perform the use case described in section 2.2, the scheduled shutdown event overrides the scheduled shutdown event described in section 2.1. You will have to reschedule the power down event described in section 2.1 in order to maintain the green computing scenario. Deploy Applications Using the Kaseya Application Deployment Wizard In addition to installing updates, IT professionals often must deploy applications after hours. Kaseya VSA, combined with Intel vpro technology, helps IT professionals remotely power on devices so that they are available for automated application installation. This use case walks you through the steps required to deploy an application to PCs in a network, including those that are powered off. Step 1: Power On PCs 2. Expand the navigation panel, and then click Desktop Policy 3. Under vpro, click vpro Management. 7

4. From the Machine Group drop-down list, select the machine group which contains the PCs you want to power on. 5. In the list of devices, select the checkbox next to the Intel AMT enabled devices that you want to power on. Note: You can select the Machine ID check box to select all of the devices in the list. 6. From the Power Management drop-down list, select Power Up. Step 2: Create and Deploy an Installation Package 1. Expand the navigation panel, and then click Agent Procedures. 2. Under Installer Wizards, click Application Deploy. 3. In the Application Deployment Wizard, select either Send the installer from the KServer to the remote machine and execute it locally or Execute the installer from a file share on the same LAN as the remote machine. Note: This option specifies whether the Application Deploy wizard sends the application installer from the Kaseya VSA server to the remote machine and executes it locally, or executes the installer from a file share on the same LAN as the remote machine. Note that pushing the application installation file to each machine from the VSA can be bandwidth intensive. If you are installing to multiple machines on a LAN, no internet bandwidth is used to push out the application installation file. Each machine on the LAN can execute the application installation file directly from a common file share. 4. Select the application install file, or specify the UNC path to the installer stored on the same LAN as the remote machine. a. If you selected Send the installer from the VSA server to the remote machine and execute it locally, the installer file must be uploaded to the VSA server. In the list, select the file. If the installer file does not appear in the list, it is not on the VSA server. b. If you selected Execute the installer from a file share on the same LAN as the remote machine, the installer file must be on the remote file share before running the application deploy script. The specified path to the file must be in UNC format such as \\computername\share\ setupfile.exe. 5. The wizard needs to know what kind of installer your software vendor used to create the install package. From the What kind of installer is this drop-down list, select the appropriate entry and specify any command-line parameters in the Specify command line text box. 6. Click Next. 7. For InstallShield installers, specify the path to the InstallShield Silent Setup file, and then click Next. 8. Enter a name for the agent procedure in the Name the agent procedure to deploy this application text box. 9. Select the Reboot the machine after installing the application checkbox. 10. Click Create. The Kaseya VSA creates the installation package. 11. Expand Managed Procedures in the navigation panel, and then click Schedule/Create. 12. In the selector panel, click the installation package name. 13. In the data panel, select the checkboxes next to the machines in the Machine ID list that you want to run installation script on. 14. You can schedule the script to run at a specific time and date by clicking the Schedule Procedure button, or run the installation script now by clicking the Run Now button. You can view the status of the package installation. Under Manage Procedures, click Agent Procedure Status, and then click the machine ID link of the device. Step 3: Schedule PCs to Shut Down after Applications Install 1. Expand the navigation panel, and then click Desktop Policy 2. Under vpro, click vpro Management. 3. From the Machine Group drop-down list, select the machine group that contains the PCs you want to shut down. 4. In the list of PCs, select the checkboxes next to the PCs that you want to shut down. 5. From the Power Management drop-down list, select Windows Shutdown. Note: You can schedule the device to shut down at a later time by selecting Schedule Windows Shutdown from the Power Management drop-down list. End of Use Case 2 8

Use Case 3: Troubleshoot Client Systems with Kaseya KVMView, Remote ISO Boot, and Boot to BIOS Intel vpro technology and Kaseya VSA provide powerful remote diagnostic and repair capabilities that help IT professionals resolve more customer-support issues remotely, even for computers that are powered off or in low-power states. IT personnel can use Intel AMT KVM to remotely interact with the user s PC, remotely boot utility-disc ISO images on an Intel AMT enabled PC to remotely diagnose and troubleshoot issues, and boot a PC to the BIOS to modify BIOS settings. These remote diagnostic and troubleshooting tools help users return to productivity as quickly as possible while reducing IT support costs. Access a Remote PC with Kaseya KVMView Diagnosis and repair can be a complex, time-consuming process without clear information and understanding of the problem. With Intel vpro technology and Kaseya VSA, IT personnel can take control of PCs even if the PC s operating system is in a damaged or unresponsive state, which maximizes productivity while simplifying remote-machine diagnosis. To access a remote PC: 2. Expand the navigation panel, and then click Desktop Policy 3. Under vpro, click vpro Management. 4. From the Machine Group drop-down list, select the machine group that contains the PC you want to access. 5. Click the gear icon next to the PC you want to access, and then click vpro Remote Control. 6. In the Launch Application dialog box, select Kaseya KVMView, and then click OK. a. If you are not using an Intel vpro SSL certificate to authenticate, in the KVMView window, enter the User Consent Code that displays on the remote PC s screen. If you are accessing the PC remotely, the PC s user will need to relay this number to you. The contents of the remote PC s screen appear in the KVMView window, which lets you control the PC using your keyboard and mouse. Boot a Remote PC from an ISO Image IT professionals often need to repair a damaged PC using a utility CD, DVD, or other external boot device. This need arises when problems with the PC s operating system or a hardware problem, such as a failed hard drive, prevent the PC from booting. Intel vpro technology and Kaseya VSA help you boot an unresponsive system from a utility-disc ISO image and provide remote KVM capabilities to troubleshoot problems. In this use case, the user s PC is infected with malware and no longer will boot. We will upload a Windows 7 repair-disc ISO image to Kaseya VSA, boot the system from the repair-disc ISO image, and then use Kaseya KVMView to restore the system to an uninfected restore point. If your PCs are located behind a firewall from Kaseya VSA, this procedure assumes that you have configured an Intel vpro proxy behind the firewall. Step 1: Upload a Utility-Disc ISO Image to Kaseya VSA You must first upload a utility-disc ISO image to Kaseya VSA. This ISO image can be used with the Intel AMT remote ISO boot functionality to boot a PC whose operating system or hardware prevent it from starting normally. To upload the ISO image: 2. Expand the navigation panel, and then click Desktop Policy 3. Under vpro, click vpro Management. 4. From the Machine Group drop-down list, select the machine group that contains the PC you want to boot. 5. Click Advanced, and then click Manage ISOs. 6. In the Manage ISO Files dialog box, click Add ISO. 7. Click Browse, and then navigate to the location of the utility-disc ISO image. 8. Select the utility-disc ISO image, and then click Open. 9. Enter a description in the Description field, and then click Add ISO. Note: If the Intel AMT enabled PC is behind a firewall, you must make the ISO image available on the Intel vpro proxy. 9

Step 2: Boot the PC from the Utility-Disc ISO Image Warning: When booting from an ISO disc image with the Intel AMT enabled PC powered on, Kaseya VSA resets the PC. This action can damage the PC s operating system if the operating system is still running. To boot the PC from the ISO image: 1. If the PC s operating system is running, select the check box next to the Intel AMT enabled PC you want to boot from an ISO image. 2. Click Power Management, and then click Windows Shutdown. 3. Click the gear icon next to the Intel AMT enabled PC, and then click Boot from ISO. 4. Select the ISO image to boot, and then click Boot from ISO. 5. In the Launch Application dialog box, select Kaseya KVMView, and then click OK. a. If you are not using an Intel vpro SSL certificate to authenticate, in the KVMView window, enter the User Consent Code that displays on the remote PC s screen. If you are accessing the PC remotely, the PC s user will need to relay this number to you. b. In Kaseya VSA, click I ve Authenticated. 6. If the PC is powered off, in Kaseya VSA, select the check box next to the Intel AMT enabled PC. 7. Click Power Management, and then click Power Up. After a few moments, the PC powers on and boots from the ISO image. Step 3: Repair the PC Using Kaseya KVMView Once the PC boots from the ISO image, you can use Kaseya KVMView to interact with the Windows 7 repair-disc ISO image recovery utilities. In this step, we will use Windows System Restore to restore the PC to a previous restore point. To repair the PC: 1. In the Kaseya KVMView window, select a keyboard layout from the Select a keyboard input method. 2. Click Next. 3. Select the Windows installation to repair, and then click Next. 4. Click System Restore. 5. In the System Restore wizard, click Next. 6. Select a restore point, and then click Next. 7. Click Finish, and then click Yes. 8. Once System Restore finishes, click Restart. 9. In the KVMView window, click File, and then click Exit. 10. In the dialog box, click Yes, and then click Yes again to disconnect the Windows 7 repair-disc ISO image. Boot to a Remote PC s BIOS In addition to repairing damaged PCs, IT professionals might need to change settings in a PC s BIOS. These settings can include modifying the PC s boot device order, or enabling features such as Intel Virtualization Technology (Intel VT). This use case walks you through shutting down the PC, and then booting the PC into the BIOS. Step 1: Shut Down the PC 2. Expand the navigation panel, and then click Desktop Policy 3. Under vpro, click vpro Management. 4. From the Machine Group drop-down list, select the machine group that contains the PC you want to boot. 5. Click the gear icon next to the Intel AMT enabled PC you want to boot to the BIOS, and then click vpro Remote Control. 6. In the Launch Application dialog box, select Kaseya KVMView, and then click OK. a. If you are not using an Intel vpro SSL certificate to authenticate, in the KVMView window, enter the User Consent Code that displays on the remote PC s screen. If you are accessing the PC remotely, the PC s user will need to relay this number to you. 7. In Kaseya VSA, select the checkbox next to the Intel AMT enabled PC that you want to shut down. 8. Click Power Management, and then click Windows Shutdown. 9. Monitor the PC s shutdown status in the KVMView window. 10

Step 2: Boot the PC into the BIOS 1. In Kaseya VSA, click the gear icon next to the Intel AMT enabled PC, and then click Boot to BIOS. 2. Since Kaseya KVMView is already running from the previous step, click Cancel in the Launch Application dialog box. 3. In the Please Authenticate via KVM Viewer now dialog box, click I ve Authenticated. 4. Select the check box next to the Intel AMT enabled PC you want to boot to the BIOS. 5. Click Power Management, and then click Power Up. In the Kaseya KVMView window, the PC s BIOS appears. You can navigate the BIOS options to enable or disable features, or change settings. When you finish, save your changes and exit the BIOS. Work with Users to Diagnose and Repair Their PCs Users can often provide useful context and insight into the circumstances surrounding PC problems. With the Kaseya IT Automation Platform, IT personnel can initiate a chat session with a user, which simplifies the diagnostic process and helps the user understand what the issue might be. Likewise, IT personnel can send messages to users to keep them apprised of the diagnostic process, without interrupting their work. This use case walks you through how to send messages and initiate chats with remote users. Step 1: Send Users a Message or URL 2. Expand the navigation panel, and then click Remote Control. 3. Under Message with Users, click Send Message. 4. In the selector panel, select the PC or PCs to which you want to send a message. 5. In the Schedule time to send message drop-down lists, select the date and time to send the message. 6. Select whether to Display Immediately or Flash Icon. 7. Expand the Select display window drop-down list, and select either Dialog Box or Browser. 8. Enter your message in the Enter message/url send to remote machines field. 9. Once you are satisfied with your message and the time and method for sending, click Schedule. Note: You can also send the message instantly by clicking Send Now. Step 2: Chat with Users and Other Administrators to Coordinate a Solution 1. Expand the navigation panel, and then click Remote Control. 2. Under Message with Users, click Chat. 3. Select the chat options you want enabled. Note: The available options are Play tone with each new message, Automatically close chat window when either party ends chat, Remove your name from chat list seen by other administrators, and Remove your name from chat list seen by users. 4. Initiate a new chat session by clicking the machine ID of the device you wish to chat with. Note: Alternately, you can click Join Session to join a chat session already in progress. 5. A chat screen appears, which lets you talk with the user to diagnose their device and determine a solution. End of Use Case 3 Conclusion Intel Core vpro processors extend the management capabilities of the Kaseya IT Automation Platform. Intel vpro technology, combined with the Kaseya IT Automation Platform, helps IT personnel to better discover, analyze, maintain, and manage computer systems. For both IT professionals and IT service providers, this extended functionality translates into the ability to better discover and enumerate computers, remediate computer problems with fewer onsite visits, and provide richer ongoing management and power-optimization offerings to users. Upgrading to hardware running Intel Core vpro processors can reduce operating costs, increase productivity, improve efficiency, and open new IT service avenues. 11

Related Links For more information about Intel Core vpro processors, visit: http://www.intel.com/itcenter/products/core/core_vpro/index.htm For more information about Intel vpro technology, visit: http://www.intel.com/itcenter/tool/vpro/index.htm For more information about Kaseya IT Automation Platform, visit: http://www.kaseya.com Endnotes 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 more visit: http://www.intel.com/technology/vpro/ 2 Requires activation and a system with a corporate network connection, an Intel AMT-enabled chipset, network hardware, and software. For notebooks, Intel AMT may be unavailable or limited over a host OS-based VPN, when connecting wirelessly, on battery power, sleeping, hibernating, or powered off. Results dependent upon hardware, setup, and configuration. For more information, visit http://www.intel.com/technology/platform-technology/intel-amt 3 For more information on how to install and configure the Kaseya server, visi http://help.kaseya.com/webhelp/en/vsa/6000100/en_kserverinstall601.pdf 4 For more information on how to install Kaseya agents on target PCs, visit http://help.kaseya.com/webhelp/en/vsa/6000100/en_agentdeployment601.pdf Disclaimers INFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH INTEL PRODUCTS. NO LICENSE, EXPRESS OR IMPLIED, BY ESTOPPEL OR OTHERWISE, TO ANY INTELLECTUAL 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 PARTICULAR PURPOSE, MERCHANTABILITY, OR INFRINGEMENT OF ANY PATENT, COPYRIGHT OR OTHER INTELLECTUAL PROPERTY RIGHT. UNLESS OTHERWISE AGREED IN WRITING BY INTEL, 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. Intel 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. The 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 Web site at www.intel.com. Copyright 2012 Intel Corporation. All rights reserved. Intel, the Intel logo, Core, vpro, and the Intel Core vpro badges are trademarks of Intel Corporation in the U.S. and other countries. *Other names and brands may be claimed as the property of others. Printed in USA 0512/KH/PRW/PDF Please Recycle 324577-003 US