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Verifying hardware events through
persistent information
One of the challenges in hardware problem resolution is knowing
what is wrong before making an on-site visit. Remote diagnostics
are limited to last known event information, which does not
always include final failure sequences or events. The technician,
when dispatched to the site for repairs, takes an educated guess
at the types of replacement parts that may be needed, and often
makes a second visit to return with the right part. In some cases,
technicians make a third visit after a hardware repair to check on
the PC and make sure the system is now fully functional.
Desktop Monitor now improves this process by offering validation
of failure sequences and final events through the Intel vPro tech-
nology event log. This event log is stored in tamper-resistant
nonvolatile memory. It persists even if the OS is unresponsive,
and even if hardware (such as a hard drive) has failed. Technicians
can now access the Desktop Monitor event log to identify a
problem, then validate the final failure events through the
persistent event log on the PC.
With more accurate information, technicians can know exactly
which part(s) to replace in the PC. This can eliminate as many
as 50% of the on-site visits traditionally required for hardware
problem resolution, including eliminating much of the need for
on-site checks after repairs.
2
Remotely power up PCs for updates, upgrades,
and maintenance
One of the main challenges in performing updates, upgrades,
and maintenance tasks is dealing with PCs that are powered
off during the update cycle. PCs with Intel vPro technology
provide a built-in remote power-up capability that allows an
authorized technician to power up, power down, and reset
PCs from the service center. This capability is more secure
and more efficient than wake on LAN (WOL), and is available
anytime — a key benefit in environments that may not have
been configured for WOL.
Desktop Monitor can now dynamically discover PCs with Intel
vPro technology and remotely power them on from the service
center. This allows technicians to install updates and perform
upgrades, backups, and other maintenance after-hours and on
weekends when it won’t interfere with user productivity. MSPs
can save considerable time, labor, and travel costs, yet still
provide enhanced services to customers.
Summary
SyAM Software recognizes the importance of Intel vPro tech-
nology in the service environment, and is taking advantage
of new hardware-based capabilities to enhance visibility and
manageability for MSPs. SyAM Software Desktop Monitor can
now deliver critical new capabilities for remotely powering up,
diagnosing, repairing, and maintaining systems from the central
service center.
SyAM Software expects that the combination of Desktop Monitor
and Intel vPro technology will help change the way MSPs manage
their systems, shifting from a reactive stance to a more managed
service model. This will help MSPs improve efficiencies and reduce
service costs. In turn, this will help reduce the total cost of owner-
ship of technology for small- and medium-sized customers.
In the future, SyAM Software plans to integrate additional capabili-
ties of Intel vPro technology — such as “circuit breaker” and agent
presence checking — into their managed solution. This will help
SyAM Software deliver even more enterprise-level services to MSPs,
and help improve service models and further reduce MSP costs.
SOLUTION BENEFITS
• Reduced on-site visits and improved
service efficiencies
• Increased accuracy of remote
hardware diagnostics
• Improved software problem resolution, even
if PC power is off or the OS is not responding
• Enhanced software updates through
remote power-up