Enabling Deskside Manageability and Productivity The CompuCom EUC Workbench Powered by Intel vpro Technology
There is no question that today s enterprise IT faces escalated demands from supporting a mobile workforce and multiple platforms to security compliance and the data explosion. Deskside technologies, management, and repairs are a significant draw on IT budgets. Efficiency, interoperability, power management, and support are paramount and the cost of productivity losses high. Intel offers advanced technology that can help improve deskside management, simplify workforce support, and enhance data security. CompuCom has the expertise to streamline integration and deliver enhanced manageability and capabilities for cost-effective IT. Solution At a Glance CompuCom s EUC Workbench is a combination of tools that allows any support-related personnel, such as service desk agents and network administrators, to take hardware control of a remote client and perform a variety of hardware and software diagnostics and repair without a physical deskside support visit. It allows for quick resolution of deskside issues and efficient IT service. With the EUC Workbench, it s easy for IT to set up and manage the system reducing the need for extensive Help Desk training and dispatching of technical resources, and dramatically speeding resolution times. Intel vpro technology 1 is a set of security and manageability capabilities built into the 3rd generation Intel Core vpro processor family, Intel chipsets, and network adaptors. It provides an added layer of security protection including threat management (protection from rootkits, viruses, malware, etc.); identity and website access point protection; confidential personal and business data protection; and remote and local monitoring, remediation, and repair of PCs and workstations. Because Intel vpro technology is embedded in hardware, its capabilities can be accessed and administered separately from the hard drive, the OS, and software apps in a pre-boot environment. 1
The comprehensive EUC and Intel vpro technology solution offers: Remote diagnostic and repair: Resolve PC problems from console managed by CompuCom s Service Desk, even if the PC is powered off, in standby, connected to WiFi, or has a disabled OS Automated alerts: Identify issues in advance, such as disabled software, hard drive health, and memory usage Secure remote power up and power cycling: Perform scheduled maintenance, backups, and monitoring Encrypted, remote security updates and remote access tracking: Even if systems are off or down Corporate Internet DMZ Network Remote Office LDAP (389) SQL SCS AD DNS DHCP TCP (16992-16995) TPC (2002)* UDP (162) TCP (16992-16995, 5900) SSL Tunneling Proxy** LDAP (389) TCP/UDP (135-139) AD DNS DHCP ISO Repository TPC (1234)* TCP (16992 or 16993)*** CA/PKI MPS TPC (9971)* EUCWB HTTP (8080)* TPC (4431)* HTTP (80) or HTTPC (443) Firewall Service Desk Agent Firewall Firewall * These ports are configurable ** Can be installed on the same server as the MPS *** Commands are sent back to the clients on these ports but through a secure tunnel that was established for the duration of the session with the client Consider The ROI Gartner Research found a significant cost and productivity advantage for the CompuCom EUC Workbench and Intel vpro technology solution over traditional dispatch. Time to connect with IT/support Time to determine and resolve problem Cost to determine and resolve problem Annual cost Traditional 55 min. 70 min. $289 $1,502,800 Traditional Traditional Traditional < 30 sec. CompuCom/Intel 5 min. $12 $62,400 CompuCom/Intel CompuCom/Intel CompuCom/Intel Incident productivity loss 3.25 hours Traditional 5.30 minutes CompuCom/Intel Dispatch CompuCom EUC Workbench with Intel vpro Technology Annual savings = $1,440,400 Based on: 1,000 calls/week: Typical support ratios for 25,000-user organization in North America 100 calls/week solved using Intel vpro technologies and EUC Workbench vs. dispatch Average First Call Resolution (total resolvable) is 85% or better Times shown are averages Customer is in major MSA throughout North America Costs for reimaging not included Source: Gartner, Benchmarking Hardware Support Operations North America, 2011. 2
What the EUC Workbench Can Do for You Usage Scenarios for Cost-Effective IT Here you will find an overview of some of the most common usage scenarios for the EUC Workbench powered by Intel Core vpro processors. CompuCom experts are available to provide details on the full range of solution capabilities, and to answer questions about your specific infrastructure, networking, and client-side requirements. 3
Remote desktop management (keyboard-videomouse [KVM] remote control) Can be used as a replacement for software-based applications. Functionality is available from the initial power on of the system all the way through the management of the OS. Many organizations use an agent-based remote desktop management application, often with a per-user license fee. Frequent software issues can cause the remote-assist application not to function when needed to remotely resolve an issue, resulting in a lengthy and costly onsite support visit when the OS is down. The KVM Remote Control features of Intel vpro technology eliminate the licensing fee, as well as the need to have an agent installed on each client. This allows for full remote system control from boot so issues can be remotely remediated, instead of needing the OS to be up and functioning eliminating the need of an onsite support visit. Using CompuCom s EUC Workbench, together with the latest Intel vpro technology, allows the service desk to achieve first call resolution (FCR) rates in the mid to high 90% range without having to dispatch or confer with a Level 2 or Level 3 support engineer resulting in optimization of IT support costs and saving money for the organization. CompuCom Systems, Inc. EUC Workbench Blue screen OS-unresponsive/ Repair Mode Wake from S3 Booting Agent health check Protects the integrity of systems and the compute environment. This enables IT staff to check the state and status of required management agents on compute platforms, and provides remote remediation options. By isolating and assessing deskside systems, it helps ensure systems are in compliance verifying that agents are present, using the right versions, and in working order. This agent-checking capability is built into PCs with Intel vpro technology. 4
Asset management: Create and audit configuration management databases (CMDB) Improves efficiency for auditing and troubleshooting devices. Asset management is simplified with an automated change management infrastructure that automatically updates the EUC Workbench. Intel vpro technology includes Intel Active Management Technology (Intel ), 2 which provides hardware configuration information that can be used to populate CMDB or as an alternate source for data integrity validation. This information is available even when the system is powered off. With this automated CMDB solution, you can access historical data on platform changes and view a detailed audit trail of any modifications. Close Service Request Service Desk Provision Systems Using Standard Change Request Change Management Approved CI Change Create Base CIs Updated CIs Configuration Management CMDB Auto ticket population Simplifies Help Desk troubleshooting and ensures correct parts are ordered, when needed. Intel vpro technology allows the EUC Workbench to be populated with system information without user or technician intervention. This means device hardware, software, and version data can be obtained remotely and placed into a support ticket prior to a user requesting help. It helps align the right resources to fix the problem without the user spending time explaining model numbers and software versions to the Help Desk. Auto ticketing reduces the time spent collecting information by level one support personnel, and increases accuracy of the information in the incident. And, when parts are needed, the right ones are sent the first time. 5
Client initiated fast call for help (FCFH) End users can initiate a secure call for help from any location. With the EUC Workbench and Intel vpro technology, a programmable key sequence acts as a proactive request for help. It can be used by the workforce, connect automatically if alert driven, or scheduled at regular intervals. This sets up an active Intel session to the EUC, and circumvents the more time-intensive process of initiating a support call or ticket. The process provides a secure channel to remotely remediate the system and restore functionality in the field without having to ship a system in for service. Enterprise wake and patch Increase patch compliance and reduce vulnerability and manual remediation. Keeping client systems up to date and healthy is the foundation of a strong security program. In addition to delivering updates and patches, we must frequently scan for malware and back-up data. The EUC Workbench and Intel vpro technology solution allows you to patch systems that are powered down, suspended, or in an inactive state. It provides the flexibility to remotely wake and patch a system at any time, regardless of the state of the platform. The benefits include power management and the associated cost savings, along with managed security and compliance even when systems are powered off. Deployment remediation tool Troubleshoot and remediate deployment issues and failures. This unique feature of the EUC Workbench integrates your specific deployment tools and methodologies for faster assessment, troubleshooting, and remediation. Enterprise power management Reduce operational costs and improve power management. Power costs can be a significant drain on IT budgets. Now, you have the flexibility to power down systems when they are no longer in use conserving power, reducing operating costs, and complying with green computing initiatives. The feature also improves reliability of wakeon-lan capability. 6
Hardware inventory Ensures hardware inventory is available even if the system is down or is powered off, and proper repair parts are taken on dispatch. When organizations do not have an asset management system implemented, they are at risk for under or over ordering whenever a hardware refresh occurs. Leveraging the Intel vpro technology hardware inventory capabilities allows existing enterprise management tools to compile a more accurate asset database even when systems are powered off. Help Desk controlled remote diagnostic/remote remediation Reduce onsite technician dispatches by remotely remediating software issues. And, when needed, support more accurate hardware dispatches for first-time resolution by an onsite technician. Some manufacturers use PCs inside rugged enclosures that require special tools to access. They may not have an accurate asset management systems, and rely on nontechnical associates to open the enclosure and assist in troubleshooting any problems with the PC. This is a time-consuming and error-prone process. Using Intel vpro technology, the remote help desk agents are able to boot the system to diagnostic images remotely remediating software issues and accurately diagnosing hardware issues to ensure that when necessary, they are resolved with one onsite visit. 7
Help Desk initiated remote disk wipe Eliminates the need for Electronic Media Tracking records for systems that contain HIPPA, PCI, or other sensitive data that has been decommissioned, prevents data leakage, and reduces onsite technician time by performing the wipe in advance. Used to decommission a system or other repurpose activities, the solution allows IT to provide appropriately layered disk wipe mechanisms based on business need. For some, a reformat is sufficient; for others, a repartition or mil-wipe may be necessary. For instance, when a workstation needs to be wiped clean (deleting all files on the disk drive), Intel vpro technology enables the task to be performed remotely. This results in productivity increases equivalent to answering 370 calls a year a sizeable efficiency improvement. 8
Help Desk Initiated remote reset Helps remove nontechnical associates from the troubleshooting process, and increases speed to resolution. Eighty to ninety percent of service issues are typically resolved by a simple reset and/or system reboot. In many cases, the Help Desk spends an increased amount of time having the user perform these tasks. If a graceful reboot capability is not available, if the device is unattended, or if the user is unable to help, this function allows the use of Intel reset, Intel reboot, and Intel return to current power state. For instance, an organization may have numerous remote locations without technical onsite associates. After Intel vpro technology enablement, remote help desk associates no longer have to walk onsite, nontechnical associates through remote resets they can leverage the Intel vpro technology power control features to perform a secure confirmed reset. This keeps nontechnical associates focused on their primary jobs and reduces the cost of remote technical visits. CompuCom s lifecycle approach to outfitting our people with a wide array of solutions enables us to achieve the highest level of performance at a lower cost. Their breadth of expertise and highly competent field service technicians create seamless service experiences as they continually earn user satisfaction. End-User Computing Director, Oil and Gas Firm 9
Recovery desktop Speeds repairs when there is a hardware failure, such as a disk drive failure, reducing impact from lost productivity. When a hard drive crashes, Intel vpro technology can boot the system to an image that has the core applications needed to continue working. At the same time, the Help Desk can set up a service call for after hours to minimize impact to productivity. CompuCom can configure Intel vpro technology to automatically boot systems to recover images when users experience reduced functionality. What Help Desk agent will see What end user will see 10
Remote Intel Active Management Technology (Intel ) provisioning Eliminates the need to physically touch the system for Intel provisioning. To take advantage of the EUC Workbench solution, Intel must be provisioned. You may have already purchased and deployed Intel vpro platforms, but not activated them. Instead of having to physically touch each system, remote provisioning is set up and an activation package deployed. This also allows for systems to be reprovisioned in the field if they needed to be repurposed. Any new systems that are installed are automatically provisioned as part of the new device process (e.g., setup scripts, GPO). Intel vpro Technology Remote Configuration 1 IT loads an SSL Server Intel Active Management Technology (Intel ) certificate 2 Client sends Hello Packet or executable triggered on the client 3 SSL Certificates are exchanged and verified 4 Secure network connection is established Intel Setup and Configuration Software Console 5 Configuration data flows from management console to client Intel vpro processor technology client with embedded root certificate Remote system imaging Reduces deskside visits to troubleshoot software issues, and increases productivity by reducing resolution time. When all remote diagnostics have been exhausted, including backing up critical data, and it s determined that a remote user must have their device reimaged, the EUC Workbench can help. An easy button on the help desk management console begins the process in a secure fashion. There s no need to disassemble the device and ship hard drives, travel to a depot location for repair, dispatch a service technician for support, or use other methods. The entire process can be completed regardless of the state of the OS. In addition, a small, lightweight browser can be deployed, allowing users access to OWA mail, and supporting continued productivity while systems are being reimaged in the background. 11
Review Intel vpro technology audit log Helps identify hardware-related issues (e.g., log indicates repeated failure of memory on multiple boot attempts). On initial ticket creation, the Help Desk triggers collection of the recent boot log for the device in question. This information can be used to triage hardware issues and further diagnose the problem. The audit logs allow a separation of responsibilities, so there can be independent verification that proper actions are being performed by the Help Desk agents. When organizations need to audit work being performed by Help Desk agents, they can easily access the Intel vpro technology audit role and validate that tasks being performed adhere to their security policies. 12
Simplify IT. Secure Your Future. CompuCom s EUC Workbench tools combined with the 3rd generation Intel Core vpro processor family providing the hardware-based security and manageability of Intel vpro technology simplifies IT and accelerates remote management. 13
Choose a Trusted Doer CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it s all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. Our Integrated Infrastructure Management (IIM ) framework provides the foundation for delivering the industry s most cost-effective IT consulting, integration, and outsourcing services. Headquartered in Dallas, Texas, we serve our clients globally via our certified delivery centers, as well as through our alliances with leading international service delivery providers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer. Visit us online at CompuCom.com Call us at +1 800.225.1475 CompuCom Headquarters, 7171 Forest Lane, Dallas, TX 75230 14
1. (vpro) Intel vpro technology is sophisticated and requires setup and configuration. Availability of features and results will depend upon the setup and configuration of your hardware, software, and IT environment. To learn more about the breadth of security features, visit http://www.intel.com/technology/vpro/. 2. () Security features enabled by Intel require an enabled chipset, network hardware and software, and a corporate network connection. Intel may not be available or certain capabilities may be limited over a host OS-based VPN or when connecting wirelessly, on battery power, sleeping, hibernating, or powered off. Setup requires configuration and may require scripting with the management console or further integration into existing security frameworks, and modifications or implementation of new business processes. For more information, see http://www.intel.com/technology/platform-technology/intel-amt/. 2013 CompuCom Systems, Inc. All rights reserved. CompuCom is a registered trademark of CompuCom Systems, Inc. All other trademarks and product names mentioned herein are the property of their respective owners in the United States, Canada, and/or other countries. The information contained herein is subject to change without notice. 2013, Intel Corporation. All rights reserved. Intel, the Intel logo, Core, 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.