Fixing issues before they become a problem - Learn more about MSP Orion Integration Group achieving a 75% reduction in OS repair times and a 40% reduction in downtime using Intel vPro technology

1. case study
Orion Integration Group
Fixing Issues before They Become a Problem
Managed service provider Orion Integration Group achieves a 75% reduction in OS
repair times and a 40% reduction in downtime using Intel® vPro™ technology
With a dispersed client base spread out through Treasure Valley and Boise, Idaho, managed service
provider Orion Integration Group relies on Lenovo® 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, Orion saves on truck rolls—often to customers more than 70 miles away. With Intel vPro
technology, Orion has been able to reduce OS repair times by 75 percent and hardware repairs times
by 33 percent. At the same time, it has reduced deskside visits by 20 percent and cut downtime by
40 percent.
“We are in Boise, Idaho, Delivering More to Customers through Intel vPro Technology2
but we are surrounded by Orion’s deployment of PCs based on Intel vPro technology yields better
rural areas and many of IT functionality and lower service delivery cost
our customers are 60 or
Without With
70 miles away. With vPro Intel vPro Intel vPro
Activity Technology Technology Improvement
and its hardware-based Average time to resolve a 180 minutes 120 minutes Reduced by 33%
hardware problem
KVM, we can service our
customers faster and we Average time to resolve an OS problem 8 hours 2 hours Reduced by 75%
don’t have to roll a truck
Average amount of downtime per 10 minutes 6 minutes Reduced by 40%
to do it.” PC per month
Number of PCs that can be managed 257 280 Increased by 9%
— Greg Chavez,
per technician
President, Orion
Power cost savings per PC over 3-year $0 $345 TCO lowered
life span by $345
Resources available at https://msp.intel.com
Grow Your Managed Services Business With LabTech Sales Brief for 3rd Gen
Savings Brief
and Intel vPro Technology-based PCs
® ™ Intel® Core™ Processors
with Intel® vPro™ Technology
Intel® vPro™ Technology
Why LabTech and Intel vPro Technology-based PCs?
LabTech is the only remote monitoring and management (RMM) platform PCs with Intel® vPro™ technology1 have unique hardware-based manage-
developed from the ground up by a managed services provider for managed ment and security capabilities that extend LabTech’s functionality to further
services providers (MSPs). The robust and powerful functionality in LabTech streamline PC management and increase security. They reduce the need two innovAtion leADerS,
can increase technicians’ efficiency and productivity through the automation for deskside maintenance visits by up to 56%2 while delivering outstanding
two ADvAnCeD teChnologieS
Breakthrough
of routine maintenance tasks as well as the development of preventative performance and greater energy efficiency.
measures using powerful monitors and scripts.
ACCelerAteD SAleS
Cost Savings LabTech and Intel vPro technology form a solution that is a powerful framework for starting and growing a high-margin managed services business that increases your value to your customers. Select Lenovo PCs deliver a value combination
no one else can offer: ThinkVantage*
Technologies and Intel® vPro™ technology.
Using your existing management console and PCs Features and Benefits at a Glance Business Benefits to You
featuring Intel® vPro™ technology, you can save n Comprehensive remote management capabilities that improve and extend your n Lower your service delivery cost and improve profitability. Your efficiency improves
An UnbeAtAble SAleS StrAtegy:
services offering. LabTech is now taking advantage of powerful new remote capabili- significantly as you automate processes and shift more tasks from field technicians to technicians
$50-$225 on every trouble ticket. In addition, ties that are built into PCs with Intel vPro technology. These new tools significantly working remotely in your service center. The remote and “off-hours” capabilities of LabTech plus
Deliver whAt the CUStomer
wAntS toDAy
you can give your customers much faster payback improve down-the-wire services with remote power-up capability, proactive alerting,
and persistent asset and configuration information.
Intel vPro technology lower your service delivery cost and thus increase your profitability.
Your small and mid-size business (SMB) customers are focused on
n Significantly increase staff utilization. The solution’s remote capabilities increase the
on their PC investments. n Deliver services after hours to decrease customer interruptions and increase number of issues a technician can handle per day, while the ability to move activities to off-hours
staying profitable and growing, but they probably don’t realize how the
right PC choice can help them tackle the issues they care about most.
your utilization. Because you can remotely power up, power down, and reset PCs helps smooth the scheduling of tasks across your support staff. Both of these advantages can
Lenovo PCs based on the 3rd Generation Intel® Core™ vPro™ proces-
with Intel vPro technology, you can shift more work to off-hours when it won’t interfere have a large impact on your staff utilization.
sor and ThinkVantage* Technologies directly address the issues improved efficiency and productivity. Downtime is lost produc-
with customer productivity. These functions include patch management using LabTech’s n Create new, recurring, and highly profitable revenue streams. As you create new service they are thinking about now, as shown in the table below. tivity, every time. Intel vPro technology, used in conjunction with a
Business Impact #1 powerful Patch Manager, software updates, virus scans, backups, and asset inventories. offerings with LabTech, your clients will require them on an ongoing basis to ensure maximum return leading management console software application, allows techni-
Improved monitoring and alerting that can prevent problems. The LabTech plus on their IT investment. This creates recurring revenue streams for your service delivery organization.
Lower Your Labor Cost with Every Trouble Ticket—Up to $225 Each Time1
n
cians to proactively monitor PCs and spot many issues before they
Intel vPro technology solution takes advantage of new alert templates to set alerts, create bUSineSS vAlUe yoUr CUStomer
n Transition your current customers more easily into managed services. With LabTech, become problems and cause downtime, and can reduce PC downtime
Because you can do more PC maintenance and repair tasks remotely with PCs based on Intel® vPro™ technology2—using your existing tickets, or establish auto-fix script actions for faster, less costly remediations—often neeDS toDAy AnD tomorrow
your break/fix and warranty customers can be introduced to the benefits of managed services. up to 83% per PC.4 When a problem does occur, it can often be fixed
management console software from Kaseya, LabTech, Level Platforms, or N-able—your staff can get things done faster and multitask more. before the customer knows there’s a problem. After-hours NOC alerts can be sent to Start the conversation your customer wants to have now. Here’s
For customers using block hour maintenance agreements, LabTech provides improved customer remotely, reducing costly, time-consuming field visits and accelerating
Not only do customers love the improved service, your cost savings really add up. a remote NOC team or designated technician. how Lenovo PCs based on Intel vPro technology1 can make noticeable
responsiveness, opportunities to provide higher-value services, and cost-saving efficiencies for remediation. In addition, technicians can perform software updates
improvements to your customers’ productivity and cost structure.
Because Intel vPro technology works with your existing management console software, there are no new investments to make. What’s it
n Deliver new value to your customers: lower power cost and higher productivity. your operations. securely and remotely after hours without interrupting end users.
like in your real-world setting? Ask one of these colleagues: Using LabTech, you can proactively manage your customer’s PC power state to save n Improve customer service and increase your influence. The solution improves service greater ease of manageability. 80 percent of the lifetime cost Advanced security that helps you handle today’s emerging
them significant power cost. In addition, your increased ability to solve problems remotely quality and enables proactive services that reduce business disruption for the customer. In addi- of running a PC goes to managing and maintaining the system and its threats. The hardware-enhanced security capabilities of Lenovo
Labor Cost Saved Each means less downtime—and that means greater productivity. tion, your increased visibility into the customer’s assets and infrastructure performance position software,2 including costs from deployment, system monitoring, help PCs with Intel vPro technology enable proactive protection. In fact,
Maintenance Average Time Saved Time Task is Performed
MSP or Repair Task per Incident (assumes labor rate of $75/hour) you as a trusted partner with strategic insight into the customer’s IT needs. desk assistance, making updates to software, user downtime, asset security patches can be pushed down to the client PC and kept up-to-
management, and maintaining security. Lenovo PCs based on Intel date remotely, ensuring full compliance. Encrypted remote power-on
Hardware repair 60 minutes3 $75 Why Choose LabTech? vPro technology have a unique and extensive set of tools built in and update capabilities give technicians full control and let them
Base2 Digital
that can reduce each of these cost components and lower overall
OS repair 45 minutes3 $56 Capabilities Table — The Power of LabTech Plus Intel® vPro™ Technology update PCs after hours.
n If you can think of an IT task or process, LabTech can automate it. LabTech’s vPro OOB LabTech vPro and LabTech –
PC management costs by up to 50 percent.3
Hardware repair 60 minutes4 $75 innovative technology helps to increase your efficiency and improve technical perfor- Capability Only In-Band Only Better Together
Axcell Technologies
OS repair 80 minutes4 $100
mance. By eliminating time-consuming, repetitive maintenance work, you can assign
Discover vPro-enabled devices x x x impACt of lenovo pCS with intel® vpro™ teChnology
technicians to higher priority projects and do more with less. CUStomer ConCern AnD thinkvAntAge* teChnologieS
Hardware repair 90 minutes5 $112
Configure vPro settings from centralized console x x x
n Buy as you grow. A simple pricing and licensing model makes LabTech both affordable Requires third-party reducing costs Reduces the total cost of PCs by decreasing deskside visits up to 90% each month when
Circle Computer Resources
OS repair 15 minutes5 $19 and easily scalable. LabTech’s developers have experienced the challenges today’s IT Remote repair using Lenovo PCs with Intel vPro technology.4
services professionals face and will sell you only the number of agents you need, when
KVM software Your LabTech and
Extended asset management and monitoring increasing productivity and customer focus Reduces downtime and business interruptions through manageability and security capa-
Alvarez Technology Hardware repair 90 minutes6 $112 you need them.
Hardware event collection/alerts x x x
Intel Key Contacts bilities. Hardware and software repair times can be reduced up to 75% when using Lenovo
Green Light Business Technology OS repair 180 minutes7 $225 n LabTech Marketplace Solutions. Benefit from the collaborative exchange of technical PCs with Intel vPro technology.4
Power ON/OFF x Limited support x LabTech Software:
and practical information—including scripts, monitors, plug-in integrations, MSP imple- protecting critical business information Proactive security better protects against more threats. PCs stay safely patched, and they
Asset inventory x x x sales@labtechsoftware.com
mentation tools, and expertise—that will enhance your IT services offering. can be patched up to 83% faster.5
Business Impact #2 n LabTech Mobile Access. You can support and resolve most customers’ issues from a
Network auto discovery x x 877.522.8323
maximized returns on technology A capable PC infrastructure with the performance for tomorrow’s demanding applications
Reduce Truck Roll Expenses device in the palm in your hand! Work from anywhere, at any time with LabTech Mobile, In-band monitoring and alerting x x www.labtechsoftware.com investments and a repair rate 26% lower than the industry average.6
Every field visit incurs not only labor costs, but physical costs related to gas, parking, mileage, tolls, insurance, and vehicle maintenance. available for Windows* Mobile 6.5, Android,* iPhone* and iPad.* Out-of-band monitoring and alerting x moving towards “green it” Significantly reduce power consumption and cost with advanced after-hours power
Intel:
These can easily add up–$30, $40, or $50 per trip. Every truck roll prevented by the advanced remote management capabilities of Intel Patch management x x management, up to $600 per year, per PC.5
Kevin Havre
vPro technology sends those dollars straight to your bottom line. Service automation via scripting x x
Market Development Manager
Trouble tickets x x kevin.s.havre@intel.com
On-demand and scheduled reports x x 503.696.3935
Policy-based system for monitoring and alert best practices x x
Brief: Breakthrough Web: Find an Intel Guide: LabTech Sales Brief: Lenovo vPro
Cost Savings (PDF) vPro System (HTML) Guide (PDF) Sales Brief (PDF)

2. “vPro has a one-time $25 cost adder, but customers get Overview of Lenovo Desktops and Laptops
this expense back every time in improved productivity and with Intel vPro Technology
reduced downtime and energy costs. We’re going to use Lenovo desktop, notebook, and tablet PCs based on
vPro exclusively and we’re actually not giving customers Intel vPro technology, combined with a leading software
management application such as LabTech, provide
an option because the service, productivity, and costs unprecedented capabilities. These advances allow you to
deliver more value to your managed services customers
savings are so dramatic.”
by helping them spend smarter, get more done, and be
— Greg Chavez, more secure.
President, Orion
• Remote diagnosis and repair reduce costly and time-
consuming deskside and service depot visits by resolving
Cutting the Costs of Delivering problems and repairing PCs quickly from the console—
even if the PC is powered off or in standby mode, is
Exceptional Service connected to a wireless network, or has a disabled OS.4
Managed service provider Orion Integration Group, in Boise, Idaho, • KVM Remote Control connects easily, maintains the
wants to make IT more predictable for its clients. “Whether it’s connection through reboot cycles, and gives technicians
help desk, IT projects such as expansions or refreshes, or vendor a “full GUI” view of the PC they are working on.3
management, we want to provide exceptional service at predictable
prices,” says Greg Chavez, president of Orion. Chavez is emphatic: • Secure, remote power up and power cycling allow you to
“The IT industry has a black eye because we have all sorts of perform scheduled maintenance, backups, and monitoring
after hours.4
‘professionals’ providing service for exorbitant fees—and many of
these IT guys aren’t even certified.” • Encrypted, remote security updates ensure that security
Chavez and his team at Orion are trying to change this. Orion is patches are up to date and speed the deployment of
critical patches, even to systems that are off or down.
committed to providing a breakthrough alternative to break-fix,
whether delivering managed IT services at a flat, predictable rate; Lenovo tools, such as Access Connections™, help to avoid
certifying technicians; streamlining their customers’ experience; calls regarding wireless connectivity, while the Password
or controlling costs by identifying and fixing issues before they Manager* helps to avoid support requests for password
become a “problem.” resets. All of this is on top of Lenovo’s excellent reliability:
the repair rate for Lenovo PCs is 26 percent lower than the
This approach led Orion to adopt Intel vPro technology-based industry average.5
Lenovo PCs as a standard part of their solution. “We are in Boise,
Idaho, but we are surrounded by rural areas and many of our
customers are 60 or 70 miles away. With vPro and its hardware- Why Lenovo PCs with Intel vPro
based KVM, we can service our customers faster and we don’t Technology?
have to roll a truck to do it,” notes Chavez. By managing these
advanced platforms through its LabTech management console Orion’s standard installation is a Lenovo desktop or laptop
software, the company has been able to significantly cut the PC featuring Intel vPro technology. “vPro-based PCs from
cost of delivering services while at the same time improving its Lenovo are rugged enough for business,” says Chavez. “I
customers’ IT experience.
think they have a superior design and because they are
a business-class machine, they don’t come loaded with a
“vPro has a one-time $25 cost adder, but customers get this bunch of bloat ware.” The excellent performance of their
expense back every time in improved productivity and reduced Intel® Core™ i5 vPro™ and Intel® Core™ i7 vPro™ processors
downtime and energy costs,” says Chavez. delivers the horsepower that Orion’s clients need to
run demanding business applications and protect their
That’s why going forward, Orion will use Intel vPro-based investment into the future. “These machines are rugged. I
PCs as part of its standard platform. “We’re going to use vPro can throw a laptop across the conveyer five times a week
exclusively and we’re actually not giving customers an option with no problem. Plus, Lenovo’s support is top level—we
because the service, productivity, and costs savings are so don’t have to wade through 30-minute support calls with
dramatic,” says Chavez. the call center guy reading a script.”
2

3. Advanced Tools Decrease Repair Costs by “Our objective is always to minimize customer downtime.
$100 per Service Ticket vPro PCs let us be less intrusive and fix problems faster.
The advanced manageability and security features of Intel vPro It’s much better than taking away a customer’s machine
technology allow Orion to significantly streamline a number of key and results in much less lost productivity.”
PC management tasks within its existing management console
software. This both reduces cost and helps eliminate downtime and — Greg Chavez,
interruptions for PC users. The power of this solution has three President, Orion
elements:
• Increased ability to monitor, manage, and repair PCs remotely4—
regardless of power state or operating system health—greatly LabTech Remote Monitoring and
reducing maintenance and management costs and increasing the
Management (RMM) Solution
utilization of Orion’s personnel.
• Increased security capabilities that better protect the customer’s LabTech is the only RMM solution developed from the
critical data while reducing downtime. ground up by managed services providers for managed
services providers. If you can think of a task or process,
• A standardized, energy-efficient platform that can meet LabTech can automate it. LabTech’s robust functionality can
the developing demands of the customer’s business while increase technicians’ efficiency through the automation of
significantly reducing total cost of ownership (TCO). routine maintenance tasks as well as the development of
preventative measures using powerful monitors and scripts.
“We’re on a flat-fee basis with all our customers,” says Chavez. “So
reducing truck rolls and deskside visits is imperative if we are going
to save money. Our customers also appreciate the improvement in Comprehensive remote management
their own productivity through the reduction in downtime.” capabilities that improve and extend
Remote remediation of OS problems decreases your services offering
repair times by 75%. LabTech is now taking advantage of powerful new
Today’s Intel vPro technology-based PCs include KVM Remote remote capabilities that are built into PCs with Intel
Control, a unique hardware-based KVM capability built directly into vPro technology. These new tools significantly improve
the PC.3 Like software-based KVM tools, it allows technicians to down-the-wire services with remote power-up capability,
remotely control the keyboard, video, and mouse on a customer’s proactive alerting, and persistent asset and configuration
PC. But unlike software-based KVM tools, KVM Remote Control information.
connects easily, maintains the connection through reboot cycles,
and gives the technician a “full GUI” view of the PC they are working
after-hours SERVICE DELIVERY to decrease
on. “Restoring the OS via KVM is a really big deal,” says Chavez. “We
customer interruptions and increase
do at least two of these restores a month and without vPro, each
restore takes eight hours. With vPro, we can reduce the time spent your utilization
down to two hours. This is significant for several of our customers,”
Because you can remotely power up, power down, and
Chavez continues, “because if they have a system go down, they
reset PCs with Intel vPro technology, you can shift more
could lose thousands of dollars in lost productivity.”
work to off hours when it won’t interfere with customer
Remote diagnosis of hardware problems cuts repair productivity. These functions include patch management
using LabTech’s powerful Patch Manager*, software
times by 33%. updates, virus scans, backups, and asset inventories.
With Intel vPro technology-based PCs, Orion is able to remotely
power up a PC to run diagnostics and determine what part
needs replacing. “vPro lets us avoid the diagnostic visit and the Improved monitoring and alerting that can
associated truck roll. We can diagnose remotely then show up with prevent problems
the right part the first time,” Chavez says. For typical hardware
problems, Intel vPro technology cuts Orion’s average repair times The LabTech plus Intel vPro technology solution takes
by 33 percent. 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.
3

4. Active and passive power management capabilities reduce Intel vPro Technology Delivers
energy costs by $115 per PC per year.
With the ability to turn off groups of PCs after hours and then
Competitive Advantage
power them back up before the start of the next business day, For Greg Chavez and the rest of the Orion team, there is no
Orion can now save its customers money through lower energy doubt that Intel vPro technology-based PCs provide a competitive
usage, making a substantial positive impact on their ROI. “Saving this advantage. “In conjunction with our LabTech management
much money is a pretty big deal. In fact, we are actually developing console, vPro’s capabilities are spectacular. Now we have a single
a green energy program around this vPro capability,” says Chavez. place where an engineer can see all the information on all of
“I believe this is a powerful sales tool and a service that customers will the endpoints he manages. And we manage more than 1,000
be willing to pay a bit more for each month.” endpoints, so the time savings helps us grow our margin,” says
Chavez. He concludes with a final thought, “It costs us less to
Fewer truck rolls save money and increase staff utilization. deploy and maintain machines, which gives us incremental
“Our customers are all over the state, so by reducing truck rolls we revenue, but what’s just as important is that vPro—along with
save money every time,” explains Chavez. “We’re on a flat-fee basis our people and processes—helps us differentiate ourselves even
and every time we have to roll a truck it costs us at least $100—so more from our competitors.”
vPro really helps. It also allows us to service our customers quickly.
If I have to roll a truck and take a malware-infected machine back
to the bench it costs both me and the customer substantially more
Solution provided by:
time,” says Chavez.
Better customer experiences—including 20% fewer
deskside visits—improve customer satisfaction. LabTech
S O F T W A R E
Intel vPro technology helps Orion respond quickly and remotely
to customer issues. As a result, customers’ productivity and
satisfaction are both increased. “We think a 20 percent reduction
in deskside visits is significant, and we expect that to grow over 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
time as our customers refresh with vPro. Our objective is to minimize more visit: http://www.intel.com/technology/vpro.
2. Source: Orion Integration Group based on field testing performed during March 2012.
customer disruptions and repair problems as quickly as possible. We
3. KVM Remote Control (Keyboard, Video, Mouse) is only available with Intel ® Core™ i5 vPro™ and Core™ i7
can do that with vPro and it’s a win for the customer and for us.” vPro™ processors with Intel ® Active Management Technology activated and configured and with integrated
graphics active. Discrete graphics are not supported.
4. PCs with Intel ® vPro™ processor technology include Intel ® Active Management Technology (Intel ® AMT).
Intel Active Management Technology requires the computer system to have an Intel AMT-enabled chipset,
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 http://www.
intel.com/technology/manage/iamt/.
5. Lenovo 3-year Average Repair Rate of 14 percent (based on Lenovo data) vs. an industry 3-year Average
Additional Information Repair Rate of 19 percent. Source: Gartner, Benchmarking PC Hardware Reliability, June 20, 2006.
NFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION WITH INTEL® PRODUCTS.
I
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,
Learn about the benefits of Intel vPro technology AND INTEL DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY, RELATING TO SALE AND/OR
USE OF INTEL PRODUCTS INCLUDING LIABILITY OR WARRANTIES RELATING TO FITNESS FOR A
for midsize businesses at http://msp.intel.com. 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
For more information on Orion, DEATH MAY OCCUR.
I
ntel may make changes to specifications and product descriptions at any time, without notice. Designers
visit www.oi-group.com. 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.
For more information on LabTech T
he products described in this document may contain design defects or errors known as errata which may
cause the product to deviate from published specifications. Current characterized errata are available on
management console software, visit 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
www.labtechsoftware.com. document, or other Intel literature, may be obtained by calling 1-800-548-4725, or by visiting Intel’s website
at www.intel.com.
©
2012, Intel Corporation. All rights reserved. Intel, the Intel logo, and Intel Core, Core Inside, and vPro are
trademarks of Intel Corporation in the U.S. and/or other countries.
*
Other names and brands may be claimed as the property of others. Printed in USA
0912/ET/CMD/PDF Please Recycle 327807-001US