aCOUPLEofGURUS’ Model for Success: Create Wildly Happy ClientsMSP uses HP PCs based on Intel® vPro™ technology to cut repair times by 50% and increase technician efficiency 13%

“We have already begun

the process of getting

vPro systems out to our

clients and it’s going to

revolutionize the way we

do business. I think that it’s

the best-kept Intel secret

out there.”

— Keith Schoolcraft, CEO,

aCOUPLEofGURUS

aCOUPLEofGURUS’ deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost

Activity

Without intel vPro technology

With intel vPro technology imProvement

Average time to resolve a hardware problem

120 minutes 75 minutes reduced 38%

Average time to resolve an OS problem 60 minutes 30 minutes reduced 50%

Number of deskside visits per month at a typical customer

1 .5 reduced 50%

Average amount of downtime per PC per month

45 minutes 30 minutes reduced 34%

Number of PCs that can be managed per technician

30 34 increased 13%

Time to achieve 95% patch saturation 8 hours 4 hours reduced 50%

Power cost savings per PC over 3-year life span

$0 $300 tco lowered by $300

Servicing customers throughout Minneapolis and St. Paul, managed service provider aCOUPLEofGURUS™ relies on HP® PCs with Intel® vPro™ technology1 to provide faster, more efficient service to their customers.

By diagnosing and repairing PCs remotely with Intel vPro technology and its LabTech™ management console, aCOUPLEofGURUS reduces the number of onsite visits and helps keep their customers “wildly happy.” With Intel vPro technology, aCOUPLEofGURUs has been able to reduce OS repair times by 50 percent and hardware repair times by 38 percent. At the same time, it has cut downtime by 35 percent.

Delivering more to customers through intel vPro technology2

cAse stuDyA Couple of Gurus

Resources available at https://msp.intel.com

Brief: HP Sales Brief (PDF)

Turning Research Into Reality: HP PCs with Intel® vPro™ Technology PC security, manageability, efficiency, and productivity at a new level.HP Business Desktop and HP Business Notebook PCs based on the 3rd generation Intel® Core™ vPro™ processor family bring remote manageability, proactive security, and up to a $276 per year, per PC reduction in energy costs1 – giving your customers better protection and more uptime while lowering their PC management cost significantly.2 With these advanced tech nologies, your customers can:

• Discover all their hardware and software computing assets remotely, even if systems are powered off.3

• Remotely configure, diagnose, isolate, and repair infected PCs even if they are off or the OS is unresponsive – including notebooks over wireless networks.3

• Deliver outstanding performance with Intel® Hyper-Threading Technology4 and Intel® Turbo Boost Technology 2.0.5

• Remotely disable lost or stolen laptops.6

And if you’re driving or considering a managed services model, Intel® vPro™ technology2 is supported by the leading PC management consoles to extend your service capabilities and revenue opportunities.

Extend the Conversation and Increase Your Influence in Customer AccountsThe new capabilities presented by Intel Core i5 vPro and Intel Core i7 vPro processors meet the demands that your customers have now:

HP Sales Brief

The need to get more out of IT budgets. 91% of the average IT budget goes to maintaining existing infrastructure.7 Reducing mainte-nance costs frees resources for value-add activities.

The need for protection from growing security threats. Cust omers are increasingly aware of the large potential risks to their business from viruses, malware, and data theft. PCs with Intel vPro technology can reduce patch saturation time up to 92%.8

The need for a stable PC infrastructure that can handle increased demands. Downtime is lost business, and your customers’ PCs must be able to handle new and more demanding software tools in order to stay competitive.

HP Business Notebooks and HP Business Desktop PCs featuring and Intel vPro technology meet these demands and give you an opportunity to start valuable conversations now.

HP Desktops available with the 3rd generation Intel® Core™ vPro™ processor family

• HP Compaq 8300 Elite*

HP Notebooks available with the 3rd generation Intel® Core™ vPro™ processor family

• HP 2170p EliteBook* • HP 8570w EliteBook• HP 2570p EliteBook • HP 8770w EliteBook• HP 8470p EliteBook • HP 6470b ProBook*• HP 8570p EliteBook • HP 6570b ProBook• HP 8470w EliteBook • HP Folio* 9470M Ultrabook™

Find a vPro System: msp.intel.com/find-a-vpro-system

The five key ingredients of Intel® vPro™ technology

Intel® Network Connection

Intel® Chipset

Intel® Firmware

Intel® Core™ i5 vPro™ Processor or Intel® Core™ i7

vPro™ Processor

Intel® vPro™ Technology- enabled mangement console

application

Brief: Breakthrough Cost Savings (PDF)

Web: Find an Intel vPro System (HTML)

Savings BriefIntel® vPro™ Technology

Business Impact #1Lower Your Labor Cost with Every Trouble Ticket—Up to $225 Each Time1

Because you can do more PC maintenance and repair tasks remotely with PCs based on Intel® vPro™ technology2—using your existing management console software from Kaseya, LabTech, Level Platforms, or N-able—your staff can get things done faster and multitask more. Not only do customers love the improved service, your cost savings really add up.

Because Intel vPro technology works with your existing management console software, there are no new investments to make. What’s it like in your real-world setting? Ask one of these colleagues:

MSPMaintenance

or Repair TaskAverage Time Saved

per Incident

Labor Cost Saved Each Time Task is Performed

(assumes labor rate of $75/hour)

Base2 DigitalHardware repair 60 minutes3 $75

OS repair 45 minutes3 $56

Axcell TechnologiesHardware repair 60 minutes4 $75

OS repair 80 minutes4 $100

Circle Computer Resources Hardware repair 90 minutes5 $112

OS repair 15 minutes5 $19

Alvarez Technology Hardware repair 90 minutes6 $112

Green Light Business Technology OS repair 180 minutes7 $225

Business Impact #2Reduce Truck Roll ExpensesEvery field visit incurs not only labor costs, but physical costs related to gas, parking, mileage, tolls, insurance, and vehicle maintenance. These can easily add up–$30, $40, or $50 per trip. Every truck roll prevented by the advanced remote management capabilities of Intel vPro technology sends those dollars straight to your bottom line.

Breakthrough Cost SavingsUsing your existing management console and PCs featuring Intel® vPro™ technology, you can save $50-$225 on every trouble ticket. In addition, you can give your customers much faster payback on their PC investments.

guide: LabTech Sales Guide (PDF)

Your LabTech and Intel Key Contacts LabTech Software:sales@labtechsoftware.com877.522.8323www.labtechsoftware.com

Intel:Kevin HavreMarket Development Managerkevin.s.havre@intel.com503.696.3935

Features and Benefits at a Glance

n Comprehensive remote management capabilities that improve and extend your services offering. LabTech is now taking advantage of powerful new remote capabili-ties that are built into PCs with Intel vPro technology. These new tools significantly improve down-the-wire services with remote power-up capability, proactive alerting, and persistent asset and configuration information.

n Deliver services after hours to decrease customer interruptions and increase your utilization. Because you can remotely power up, power down, and reset PCs with Intel vPro technology, you can shift more work to off-hours when it won’t interfere with customer productivity. These functions include patch management using LabTech’s powerful Patch Manager, software updates, virus scans, backups, and asset inventories.

n Improved monitoring and alerting that can prevent problems. The LabTech plus Intel vPro technology solution takes advantage of new alert templates to set alerts, create tickets, or establish auto-fix script actions for faster, less costly remediations—often before the customer knows there’s a problem. After-hours NOC alerts can be sent to a remote NOC team or designated technician.

n Deliver new value to your customers: lower power cost and higher productivity. Using LabTech, you can proactively manage your customer’s PC power state to save them significant power cost. In addition, your increased ability to solve problems remotely means less downtime—and that means greater productivity.

Why Choose LabTech?

n If you can think of an IT task or process, LabTech can automate it. LabTech’s innovative technology helps to increase your efficiency and improve technical perfor-mance. By eliminating time-consuming, repetitive maintenance work, you can assign technicians to higher priority projects and do more with less.

n Buy as you grow. A simple pricing and licensing model makes LabTech both affordable and easily scalable. LabTech’s developers have experienced the challenges today’s IT services professionals face and will sell you only the number of agents you need, when you need them.

n LabTech Marketplace Solutions. Benefit from the collaborative exchange of technical and practical information—including scripts, monitors, plug-in integrations, MSP imple-mentation tools, and expertise—that will enhance your IT services offering.

n LabTech Mobile Access. You can support and resolve most customers’ issues from a device in the palm in your hand! Work from anywhere, at any time with LabTech Mobile, available for Windows* Mobile 6.5, Android,* iPhone* and iPad.*

Business Benefits to You

n Lower your service delivery cost and improve profitability. Your efficiency improves significantly as you automate processes and shift more tasks from field technicians to technicians working remotely in your service center. The remote and “off-hours” capabilities of LabTech plus Intel vPro technology lower your service delivery cost and thus increase your profitability.

n Significantly increase staff utilization. The solution’s remote capabilities increase the number of issues a technician can handle per day, while the ability to move activities to off-hours helps smooth the scheduling of tasks across your support staff. Both of these advantages can have a large impact on your staff utilization.

n Create new, recurring, and highly profitable revenue streams. As you create new service offerings with LabTech, your clients will require them on an ongoing basis to ensure maximum return on their IT investment. This creates recurring revenue streams for your service delivery organization.

n Transition your current customers more easily into managed services. With LabTech, your break/fix and warranty customers can be introduced to the benefits of managed services. For customers using block hour maintenance agreements, LabTech provides improved customer responsiveness, opportunities to provide higher-value services, and cost-saving efficiencies for your operations.

n Improve customer service and increase your influence. The solution improves service quality and enables proactive services that reduce business disruption for the customer. In addi-tion, your increased visibility into the customer’s assets and infrastructure performance position you as a trusted partner with strategic insight into the customer’s IT needs.

Grow Your Managed Services Business With LabTech and Intel® vPro™ Technology-based PCs Why LabTech and Intel vPro Technology-based PCs?LabTech is the only remote monitoring and management (RMM) platform developed from the ground up by a managed services provider for managed services providers (MSPs). The robust and powerful functionality in LabTech can increase technicians’ efficiency and productivity through the automation of routine maintenance tasks as well as the development of preventative measures using powerful monitors and scripts.

Capabilities Table — The Power of LabTech Plus Intel® vPro™ Technology

CapabilityvPro OOB

OnlyLabTech

In-Band OnlyvPro and LabTech – Better Together

Discover vPro-enabled devices x x xConfigure vPro settings from centralized console x x x

Remote repairRequires third-party

KVM softwareExtended asset management and monitoring

Hardware event collection/alerts x x xPower ON/OFF x Limited support x

Asset inventory x x x

Network auto discovery x x

In-band monitoring and alerting x xOut-of-band monitoring and alerting xPatch management x xService automation via scripting x xTrouble tickets x xOn-demand and scheduled reports x xPolicy-based system for monitoring and alert best practices x x

PCs with Intel® vPro™ technology1 have unique hardware-based manage-ment and security capabilities that extend LabTech’s functionality to further streamline PC management and increase security. They reduce the need for deskside maintenance visits by up to 56%2 while delivering outstanding performance and greater energy efficiency.

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.

2

OveRview Of HP PCs witH intel vPRO teCHnOlOgy

HP desktop, notebook, and tablet PCs based on intel vPro technology, combined with a leading software management application such as labtech, provide unprecedented capabilities. these advances allow you to deliver more value to your managed services 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.3

• KvM Remote Control connects easily, maintains the connection through reboot cycles, and gives technicians a “full gUi” view of the PC they are working on.4

• secure remote power up and power cycling allow you to perform scheduled maintenance, backups, and monitoring after hours.3

• 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.

leveRaging HP desKtOP and laPtOP PCs witH intel vPRO teCHnOlOgy

according to Keith schoolcraft, CeO of aCOUPleofgURUs, HP’s outstanding quality and focus on research makes the difference. “if you look at HP’s history and background, they’re an engineering company and a longtime participant and creator of technology standards. these standards show in their products. yes, there’s a little bit extra cost to their products, but it’s a better-quality product. you have to remember, the cost of the system is not the purchase price—the cost is support over lifetime.”

“vPro lets our technicians manage 13 percent more PCs—

and that’s a conservative number—and the more PCs you

can manage, the more efficient you are.”

— Keith Schoolcraft, CEO,

aCOUPLEofGURUS

Using intel vPro technology to Create wildly Happy ClientsaCOUPLEofGURUS, one of the leading MSPs in the Minneapolis/St. Paul area, understands that happy customers lead to great referrals and more business. In fact, they’ve built their business on it—their mission statement says simply, “To have wildly happy clients.” Of course, the way they do this is by building, monitoring, and maintaining networks, PCs, and security so their clients don’t have to—24 hours a day, seven days a week. Keith Schoolcraft, chief executive guru, says, “Where we differ from other folks is that we don’t have any scope limitations on our plan—nothing is excluded. As long as it’s within our internal skill set capability, we’ll do it for our clients.”

Schoolcraft’s organization is constantly working to develop better processes and tools. “Sometimes technology breaks, but getting clients to understand that, and then understand the value we bring is a challenge,” explains Schoolcraft. “The better and the faster remediation, the happier the client is.” This focus on constantly improving client satisfaction led aCOUPLEofGURUS to adopt Intel® vPro™ technology-based HP desktop and laptop PCs as a standard part of their solution. Intel vPro technology allows aCOUPLEofGURUS to do more remotely (reducing onsite visits by 50 percent) and to remediate problems more quickly—which not only makes their clients happy, but also improves aCOUPLEofGURUS’ staff utilization and margins. “We have already begun the process of getting vPro out to our clients, and it’s going to revolutionize the way we do business. I think that it’s the best-kept Intel secret out there,” says Schoolcraft.

Using Intel vPro technology to better leverage existing tools and manage 13% more PCs.The advanced manageability and security features of Intel vPro technology allow aCOUPLEofGURUS to significantly streamline a number of key PC management tasks within their existing LabTech management console software. This both reduces their cost and helps eliminate downtime and interruptions for PC users. The power of this solution has three elements:

• Increased abilities to monitor, manage, and repair PCs remotely3 —regardless of power state or operating system health—that greatly reduce maintenance and management costs and increase the utilization of aCOUPLEofGURUS’ personnel

• Increased security capabilities that better protect the customer’s critical data and improve compliance while reducing PC downtime

• A standardized, energy-efficient platform that can meet the developing demands of the customer’s business while significantly reducing total cost of ownership (TCO)

3

These capabilities give aCOUPLEofGURUS considerable advantages. “vPro lets our technicians manage 13 percent more PCs—and that’s a conservative number—and the more PCs you can manage, the more efficient you are,” says Schoolcraft. “It’s a benefit to clients as well, because anytime we can keep our costs in check it’s going to help our clients. If I can hold my costs steady or reduce them, I don’t have to increase costs. Of course, the bigger benefit to our clients is the process efficiency we gain with vPro—we simply have faster results.”

remote capabilities reduce the need for onsite visits by 50%.The advanced remote capabilities of Intel vPro technology allow aCOUPLEofGURUS to maintain and repair PCs more quickly and at lower cost. This is true for both normal maintenance activities and problem resolutions. “vPro reduces our need to go onsite by 50 percent,” says Schoolcraft. “For a client, the average cost of a truck roll is $165, so this saves both the client and our company money.” But the cost savings go deeper than that. “We’ve built our help desk—what we call our live desk—in-house and the number one reason we have to go onsite is because we can’t see what’s going on with a PC. But with vPro, we can see the system even if it’s not operational. We may still have to go out and visit a client, but at least we know what’s going on with the system.”

intel vPro technology kick starts the repair process and decreases os remediation times by 50%.Intel vPro technology allows aCOUPLEofGURUS to diagnose and repair many software-related issues without a service visit. “Using vPro to diagnose problems remotely is a significant advantage because it cuts the repair time dramatically,” says Schoolcraft.

“Our repair time drops to 30 minutes. This means our clients get back to work faster when there is a problem—and there are always more issues with the OS than the hardware.”

Hardware repairs are also accelerated by Intel vPro technology’s remote capabilities, reducing aCOUPLEofGURUS’ average hardware repair time by 38 percent. On a vPro-based system, technicians can diagnose the problem remotely and then go to the customer site with the right part the first time. “vPro kick starts the repair process,” Schoolcraft notes. “If I have to send someone out into the field, it effectively restarts the troubleshooting process. But with vPro, we get more definitive info and we don’t have to restart the troubleshooting process. Also, if a part has to be replaced, vPro can speed up ordering warranty parts because we see what’s wrong and then order the part.”

Built-in technologies reduce patch times by 86% and reduce malware remediation costs.Because aCOUPLEofGURUS can reach machines that are powered down, security software updates are accomplished much more quickly, resulting in better customer protection. “Patching is

“If I can hold my costs steady or reduce them, I don’t have

to increase costs. Of course, the bigger benefit to our

clients is the process efficiency we gain with vPro—we

simply have faster results.”

— Keith Schoolcraft, CEO,

aCOUPLEofGURUS

labteCH ReMOte MOnitORing and ManageMent (RMM) sOlUtiOn

labtech is the only RMM solution developed from the ground up by managed services providers for managed services providers. if you can think of a task or process, labtech can automate it. labtech’s robust functionality can increase technicians’ efficiency through the automation of routine maintenance tasks as well as the development of preventative measures using powerful monitors and scripts.

COMPReHensive ReMOte ManageMent CaPabilities tHat iMPROve and extend yOUR seRviCes OffeRing

labtech is now taking advantage of powerful new remote capabilities that are built into PCs with intel vPro technology. These new tools significantly improve down-the-wire services with remote power-up capability, proactive alerting, and persistent asset and configuration information.

deliveR seRviCes afteR HOURs tO deCRease CUstOMeR inteRRUPtiOns and inCRease yOUR UtilizatiOn

because you can remotely power up, power down, and reset PCs with intel vPro technology, you can shift more work to off hours when it won’t interfere with customer productivity. these functions include patch management using labtech’s powerful Patch Manager*, software updates, virus scans, backups, and asset inventories.

iMPROved MOnitORing and aleRting tHat Can PRevent PRObleMs

the labtech plus intel vPro technology solution takes advantage of new alert templates to set alerts, create tickets, or establish auto-fix script actions for faster, less costly remediations—often before the customer knows there’s a problem. after-hours nOC alerts can be sent to a remote nOC team or designated technician.

Additional Information

learn about the benefits of intel vPro technology for midsize businesses at http://msp.intel.com.

for more information on aCOUPleofgURUs, visit www.acoupleofgurus.com.

for more information on labtech management console software, visit www.labtechsoftware.com.

always a challenge,” explains Schoolcraft, “because you have to rely on the customer to leave their machine on.” Intel vPro technology allows aCOUPLEofGURUS to keep these PCs patched—but the improvement goes even further. “vPro lets us reach all the machines on a network. So you don’t have that one problem machine out there that you can can’t reach weakening your entire network,” says Schoolcraft. “Our contracts with clients state we are responsible for patching and when it is a manual process, we’re constantly chasing machines. vPro simplifies that and lets us prevent malware and security problems, rather than having to react to emergency situations.”

using intel vPro technology to reduce Pc downtime 35% is a no-brainer.Intel vPro technology helps aCOUPLEofGURUS respond quickly and remotely to customer issues. As a result, customers’ productivity and satisfaction are both increased. “This is a no-brainer savings and something clients can see the value of. While there’s a little higher upfront cost on a vPro-based machine, the first few times a client needs support on their system—and it’s not if they need support, but when—they’re going to get the value back. In fact, it will only take a 15-minute service for this to happen,” says Schoolcraft.

“vPro kick starts the repair process. If I have to send

someone out into the field, it effectively restarts

the troubleshooting process. But with vPro, we get

more definitive info and we don’t have to restart the

troubleshooting process.”

— Keith Schoolcraft, CEO,

aCOUPLEofGURUS

delivering wildly Happy Customers and Competitive advantageAccording to Schoolcraft, Intel vPro technology’s capabilities are resulting in both higher margins and stronger customer relationships. “All of the capabilities of vPro play right into our mission of making wildly happy customers,” he explains. “vPro lets us service our customers—and all they know is that we are there and their machines are running—from an MSP standpoint that’s a good thing.” In addition, vPro helps aCOUPLEofGURUS’ increase their competitive advantage. “It gives us a competitive advantage by increasing our service ability, increasing our help desk capabilities, and increasing our overall efficiency. All of those little things make a difference and create a good bottom line for us,” Schoolcraft concludes.

SOLUTION PROvIDED By:

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. Source: field testing by aCOUPLEofGURUS during May 2012. Software and workloads used in performance tests may have been optimized for performance only on Intel® microprocessors. Performance tests, such as SYSmark* and MobileMark*, are measured using specific computer systems, components, software, operations, and functions. Any change to any of those factors may cause the results to vary. You should consult other information and performance tests to assist you in fully evaluating your contemplated purchases, including the performance of that product when combined with other products. Configurations: All claims based on overall packaging of services provided by aCOUPLEofGURUS. Results may vary. For more information, got to http://www.intel.com/performance.3. Requires activation and a system with a corporate network connection, an Intel® AMT-enabled chipset, and 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/content/www/us/en/architecture-and-technology/intel-active-managementtechnology.html.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. 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 website at www.intel.com. © 2013, Intel Corporation. All rights reserved. Intel, the Intel logo, Intel Core, Intel vPro, 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 USA0313/ET/CMD/PDF Please Recycle 328019-001US

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