Case StudyIntel® vPro™ Technology

outsourceIT

Higher Efficiency Lowers the Cost of Service Delivery

Founded five years ago as a pure IT services play, outsourceIT has continually improved their infrastructure framework to enable highly efficient service delivery. “In the beginning, we offered blocks of service,” says Mark Vliet, founder and senior vice president of the company. “But that’s evolved to a fixed-cost, no-limit IT services model for all of our customers.” outsourceIT is doing something right: annual revenue has doubled each year. But making that comprehensive model profitable requires effi-cient tools and processes. “To that end, we adopted the Kaseya management console 2½ years ago, and this year have adopted Dell OptiPlex* desktop and Latitude* laptop PCs based on Intel vPro technology as our standard.” The Intel® vPro™ technology plus Kaseya solution enables a level of service that differentiates outsourceIT from its competitors. “Our model is truly unlimited IT support,” explains Vliet. “Not just unlim-ited helpdesk and patch management, but also technology consulting and budgeting expertise.” For 90 percent of their customers, outsourceIT acts as the company CIO. “We become a true business partner, and it’s our tools that make it possible.”

outsourceIT Relies on Advanced Tools to Do More While Driving Down Costs PCs Based on Intel® vPro™ Technology Prevent Problems and Speed Remediations: Average PC Downtime Reduced by 70%

“We are constantly looking

for tools that will increase

efficiency and remove

cost – and this is where

Intel vPro PCs really help.

They reduce the time

and effort it takes us to

accomplish service tasks.”

– Mark Vliet, vice president, outsourceIT

Helping Customers Do More and Spend Smarter

The advanced manageability and security features of Intel vPro

technology are a major factor in the solution that outsourceIT

offers. “The more efficient we are, the higher our profits,” says

Vliet. “We are constantly looking for tools that will increase effi-

ciency and remove cost – and this is where Intel vPro PCs really

help. They reduce the time and effort it takes us to accomplish

service tasks.” The power of this solution has four elements:

• Increased abilities to monitor, manage, and repair PCs remotely –

regardless of power state or operating system health1 – that

greatly reduce maintenance and management costs and

increase the utilization of outsourceIT’s personnel.

• Increased security capabilities that better protect the customer’s

critical data while reducing downtime.

• Advanced, flexible notifications that can prevent developing

issues from becoming disruptive problems, thus significantly

reducing customer downtime.

• A standardized, energy-efficient platform that can meet the

developing demands of the customer’s business while reducing

total cost of ownership (TCO).

At this point, outsourceIT recommends Intel vPro technology-

based PCs for all customer installations. “A vPro system lowers

our cost while enabling us to deliver more service value to our

customers,” says Vliet.

Advanced remote capabilities that significantly raise efficiency

and lower costs. The advanced remote capabilities of Intel vPro

technology allow outsourceIT to resolve customer problems more

quickly and at lower cost. “We service the Washington DC area, but

we’re 25 miles south of DC and we go as far north as Baltimore,

which is 70 miles from here,” notes Vliet. “So we want to reduce

onsite visits as much as possible.” For outsourceIT, the average

on-site service call takes 3.5 hours and $120 in labor cost. The

remote capabilities of Intel vPro technology-based PCs mean fewer

truck rolls and significantly lower cost. “In addition, our technicians

can more effectively multitask and work on two customer prob-

lems at the same time,” says Vliet. outsourceIT’s customers are

very aware of the company’s remote-service capabilities. “One

of our selling points is that we do as much as possible remotely,

in order to save the customer time, reduce downtime, and

increase their productivity,” notes Vliet. “This is a very visible

benefit to our customers.”

“Once we’ve shown the prospective customer vPro’s

capabilities and how they are integrated into our

management tools, it really stands out. We simply

have a deeper and better reach into the customer’s

infrastructure than our competitors do.”

– Mark Vliet, vice president, outsourceIT

Delivering More to Customers Through Intel® vPro™ TechnologyoutsourceIT’s deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost3

ActivityWithout Intel vPro Technology

With Intel vPro Technology Improvement

Average time to resolve a hardware problem

60 minutes 35 minutes Reduced 42%

Average amount of downtime per PC per month

5 hours 1.5 hours Reduced 70%

Time to achieve 95% patch saturation

56 hours 4 hours Reduced 93%

Power cost savings per PC over 3-year life span

$0 $228 TCO lowered by $228

Improved patch management and greater security. Because

outsourceIT can easily power Intel vPro technology-based PCs up

or down remotely, patch management is greatly improved. “Being

able to turn on vPro PCs that are powered off is a big benefit,” says

Vliet. “Now we push patches out after hours without interrupting

the users. Also, most patches require a reboot, which users see as

a nuisance. The customer doesn’t have to leave their systems on

all night and we don’t spend half the morning remediating patch

failures. So this is a huge benefit.” In addition, Intel vPro technol-

ogy visibly addresses the growing concern on the part of many

customers about security threats. “vPro speeds our patch satura-

tion time, reducing it from roughly two days down to four hours,”

says Vliet. “This is an increased level of security that our customers

can understand.”

Dell PCs based on Intel vPro technology are

saving outsourceIT’s SMB customers $76 in

power cost per year per PC.

An improved customer experience with less downtime. PCs

based on Intel vPro technology help outsourceIT cut user down-

time in two ways. “The first is faster remediation of problems,”

notes Vliet. “But second is the reduction of interruptions for regular

maintenance, which are a major dissatisfier for customers.” With

vPro-based PCs, most maintenance tasks can be run at night, even

if the machine is powered off. Beyond patches, these include daily

image backups, disk cleanup, spyware and adware scans, and anti-

virus updates. “If a user has turned off their computer and it’s not

vPro-based, all of these updates just stack up and add 15 minutes

to the user’s morning boot up,” explains Vliet. “With Intel vPro, it’s

done before the user gets to work.” This increased productivity for

end users recently played a major role in a big upgrade for one of

outsourceIT’s largest customers. “We replaced all of their desktops

with Dell OptiPlex 755s with Intel vPro technology,” says Vliet.

“The improved performance, both at boot up and in general, was

a key factor in the upgrade decision. The customer is very happy

with the improved performance and feels we gave them the right

advice. vPro’s performance validated our value proposition and

strengthened our relationship with the customer.”

Significant savings on power costs. Because new PCs can draw

up to 50 percent less power on average,2 and because outsourceIT

can power Intel vPro technology-based PCs off and on, they

now have the ability to help their customers spend smarter.

“Certain customers are very interested in energy-efficient IT,

especially when it saves money,” notes Vliet. “Previously we

could turn PCs off using a shutdown script after backups, but if

the backup took a long time, the machine might shut down during

the day. Also, we can’t remotely turn it back on. With vPro, we have

complete access to the machine.” outsourceIT’s field experience

shows that on average, PCs based on Intel vPro technology are

saving customers $76 in power cost per year per PC.3

A standardized infrastructure that lowers cost while

helping customers do more. Due to Intel vPro technology’s

performance and management advantages for both the customer

and outsourceIT, the company has made PCs based on Intel vPro

technology their standard installation. “Any machine we sell, we

make sure that vPro is on it,” says Vliet. “The cost difference on

business-class PCs is $10 or $12, so it’s trivial. For customers who

want to buy a lower-end PC – say 10 to 20 percent of our custom-

ers – vPro’s advantages help us sell them up to a machine that’s

much better for them in terms of performance and TCO.” Desktop

PCs based on Intel vPro technology multi-task 3X faster than a

typical 3-year-old desktop4 while laptops based on Intel vPro tech-

nology deliver up to 30 percent faster multi-tasking performance

than a typical 3-year-old laptop.5

Dell Desktop and Laptop PCs Based on

Intel® vPro™ Technology Help outsourceIT’s

Customers Spend Smarter

Dell desktops and notebooks based on Intel vPro technology

are outsourceIT’s standard recommendation to clients. “Dell

has been a great partner for us, and we have a very good

relationship” says Vliet. “Dell PCs are easy to spec and confi-

gure, and the warranty support is great. We’ve never had an

issue getting parts or support.” outsourceIT is particularly

recommending Dell Latitude* laptops with Intel vPro tech-

nology to customers. “Of course, laptops bring productivity

gains, but they also bring management challenges since

they’re often off the wired network or in hibernation mode,”

explains Vliet. “This is where vPro’s ability to reach PCs that

are powered off or connected wirelessly really improves the

situation for us and the PC user.”

1 PCs with Intel® vPro™ technology include Intel® Active Management Technology (Intel® AMT). Intel® Active Management Technology requires the computer system to have an Intel® AMT-enabled chipset, network hardware and software, as well as connection with a power source and a corporate network connection. Setup requires configuration by the purchaser and may require scripting with the management 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 www.intel.com/technology/manage/iamt/

2 Desktop: Intel® Core™2 Duo processor E8500 vs. Intel® Pentium® 4 processor 630. Notebook: Intel® Centrino® 2 processor P8600 vs. Intel® Centrino® Duo processor T2700. Energy Efficient Performance - EEP 2.0 methodology is built on six SYSmark* 2007 Preview runs per day. Standard benchmarking practice runs each benchmark three times and uses the median of the three runs. For illustrative purposes, however, we will use a single run. The key metrics for EEP 2.0 are performance, as represented by the SYSmark* 2007 score, and the average power draw. Energy Efficient Performance is a measure of a CPU performance and its associated energy use, measured in watts, using SYSmark* 2007 preview. This data compares the comparing Intel® Centrino® 2 processor P8600-based notebook to theoretical installed base using an Intel® Centrino® Duo processor T2700-based notebook with comparable frequency. Visit http://intelcapabilitiesforum.net/eep/ for EEP methodology.

3 Source: outsourceIT, based on field testing performed during June 2009. 4 Desktop System Configurations - SYSmark*2007 - Productivity Subtest, Excel* Monte Carlo + Virus Scan: Intel® Core™2 Duo processor E8500 (6 MB Cache, 3.16 GHz, 1333 MHz FSB), on a DQ45CB Intel® Q45 Express Chipset Dual channel DS Micron 2GB (2x1 GB) DDR2-800 5-5-5-18 with Intel® GMA 4500 + Seagate 320 GB NCQ SATA2 (BIOS: 0059, INF: 9.0.0.1007, Graphics: 15.9.9.1527). Intel® Pentium® 4 processor 630 supporting HT Technology (2 MB Cache, 3.00 GHz, 800 MHz FSB) on Intel® Desktop Board D945GCL, Dual-channel DS Micron 1 GB (2x512 MB) DDR2-667 5-5-5-15 with Integrated 945G + Seagate 320 GB NCQ SATA2 (BIOS: INF: 8.4.0.1016, Graphics: 15.6.1.1437. In this scenario, the user opens a file and searches, the document for a keyword. The user continues the search in an e-mail application. The user archives the entire inbox, before sending a new e-mail. The user opens spreadsheets to perform iterative data analysis. While performing this analysis, documents and e-mail data are compressed into a single file. Opening a presentation, the user imports slides from another presentation along with a spreadsheet. Returning to the spreadsheet, the user organizes the data and formats the data for readability. The user opens a project management tool, performing data management tasks before creating a web format based copy of the schedule. Applications used: Microsoft Project* 2003, Microsoft Excel* 2003, Microsoft Outlook* 2003, Microsoft PowerPoint* 2003, Microsoft Word* 2003, WinZip Computing, Zip Pro 10.0 Compressed.

5 Mobile System Configuration: Intel® Core™2 Duo processor T2700 (2 MB Cache, 2.33 GHz, 667 MHz FSB) on Lenovo T60* with Intel® 945GM Express Chipset, Dual-channel Micron 2 GB (2x1 GB) DDR2-667 5-5-5-12, with Integrated GMA950 + Hitachi 100 GB SATA (BIOS: Lenovo 79ETE1WW, INF: 8.1.1.1010, Graphics: 7.14.0010.1329). Workload: MovieMaker* + Adobe PDF9* + McAfee* VirusScan. In this scenario a business user is preparing for a presentation. The user starts by using Vista* MovieMaker to resize digital video content to a lower resolution in order to place it into the presentation slides. After starting the video compression, the user starts conversion of a Microsoft Word* document to Adobe Acrobat* PDF format for digital distribution to the presentation audience. As the user starts the file conversion, an automated McAfee virus scan, initiated by the IT department, begins in the background.This document is for informational purposes only. Intel makes no warranties, express or implied, in this document. Copyright © 2010 Intel Corporation. All rights reserved. Intel, the Intel logo, vPro, and Core inside 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 0410/ET/OCG/XX/PDF Please Recycle 322699-002US

Solution provided by:

Overview of Intel® vPro™ Technology

Desktop, notebook, and tablet PCs based on Intel vPro

technology (combined with an Intel vPro technology-enabled

management console software application) provide unprec-

edented capabilities. These advances allow you to deliver

more value to your customers by helping them spend smarter,

get more done, and be more secure.

• Remote diagnosis and repair reduce costly and time-consuming

deskside and service depot visits by resolving problems and

repairing PCs quickly from the console — even if the PC is

powered off or in standby mode, is connected to a wireless

network, or has a disabled OS.1

• Automated proactive alerts identify issues before they

become problems or costly repairs. These include alerts

about missing or disabled software, memory usage, hard

drive health, fans, and power supplies.

• Secure remote power up and power cycling allow you to

perform scheduled maintenance, backups, and monitoring

after hours.1

• Encrypted, remote security updates ensure that security

patches are up to date and speed the deployment of critical

patches, even to systems that are off or down.

• Remote asset tracking eliminates time-consuming manual

inventory of hardware and software with remote inventory

management, even if the system is off or down.

Developing Competitive Advantage and Driving Growth

“Our Kaseya plus Intel vPro technology solution definitely gives

us an advantage in the sales process and increases our close ratio,”

explains Vliet. “Once we’ve shown the prospective customer vPro’s

capabilities and how they are integrated into our management tools,

it really stands out. We simply have a deeper and better reach into

the customer’s infrastructure than our competitors do.” Even in

an economic downturn, outsourceIT continues to see significant

growth. “We’re seeing more and more companies coming to us inter-

ested in our services,” says Vliet. “Even in the 50-seat range, more

companies are looking to replace IT staff and save money. I think

customers are seeing that their IT staff is not as cost effective as

outsourcing it to us. It’s our tools and processes – tools like Intel vPro

technology-based PCs – that allow us to do IT much more efficiently

than they can. As companies are forced to look at every budget

dollar more closely now, they’re finding that we’re a better solution.”

For More Information

For more information on the benefits of Intel

vPro technology for Managed Services Providers,

visit http://msp.intel.com/case-studies.

For more information on outsourceIT, visit

www.outsourceITcorp.com.

For more information on Kaseya’s management

console software, visit www.kaseya.com.