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IT Guru Case Study

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Small IT Provider Makes the Transition to a Full Managed Services Business Model. IT Guru Leverages PCs Based on Intel® vPro™ Technology to Improve Margins and Reach More Customers.

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IT Guru Case Study

  1. 1. Case Study Intel® vPro™ Technology Small IT Provider Makes the Transition to IT Guru a Full Managed Services Business Model IT Guru Leverages PCs Based on Intel® vPro™ Technology to Improve Margins and Reach More Customers IT Guru, a Denver-based VAR, has done what many IT shops would like to accomplish: successfully made the transition to a true managed services business model driven by recurring revenue. “We’ve been in business for seven years, and made a hard turn towards managed services two years ago,” says Joseph Axne, president of IT Guru. “At this point, all of our customers are managed services accounts and we’ve moved away from“Managed services time-and-materials work.” IT Guru offers full IT support and, in most cases, acts as the IT department for the margins can be customer. “For much of the SMB market, managed services make more sense,” explains Axne. “Real businesses approximately need 360 degree IT coverage, and for most SMBs building that internally makes no economic sense.” According double that to Axne, the managed services business model yields not only smoother revenue but also healthier margins. “Managed services margins can be approximately double that of a break-fix business,” he says, “if you do it of a break-fix correctly.” The keys to profitability are the underlying processes and cost structure. “You have to drive the business, if you right efficiencies,” he notes. do it correctly. To build efficiencies into his business model, Axne has based IT Guru’s infrastructure on advanced tools You have to such as Lenovo PCs featuring Intel® vPro™ technology1 and the Kaseya IT Automation* Framework accessed drive the right through Kaseya Professional Services (see sidebar Kaseya Professional Services Fuel IT Guru’s Solution). By combining advanced PCs with a highly capable management console, the company has been able to signifi- efficiencies.“ cantly cut the cost of delivering services while at the same time improving their customer’s IT experience.–Joseph Axne, President, “Our vPro plus Kaseya solution allows our people to be more productive,” explains Axne. “At the same time, IT Guru it delivers better service to customers while it lowers our cost of delivering that service.” As a result, IT Guru has added Intel vPro technology-based PCs as their standard and preferred platform.
  2. 2. Better Tools Mean Lower Costs and Why Lenovo PCs based on Intel® vPro™ Technology?Improved Customer Service Levels IT Guru’s standard installation is a Lenovo desktop or laptopThe advanced manageability and security features of Intel vPro PC featuring Intel vPro technology. “We’ve found that Lenovotechnology allow IT Guru to significantly streamline a number of key provides higher reliability than other PCs,” says Joseph Axne.PC management tasks within their existing management console “We get fewer calls on typical desktop issues, such as slowsoftware. This both reduces their cost and helps eliminate down- performance or slow printing.” The excellent performance oftime and interruptions for PC users. The power of this solution their Intel® Core™ i5 vPro™ and Intel® Core™ i7 vPro™ processorshas three elements: delivers the horsepower that IT Guru’s clients need to run de-• Increased abilities to monitor, manage, and repair PCs remotely,2 manding business applications and protect their investment into regardless of power state or operating system health, that the future. “The performance of these machines is excellent and greatly reduce maintenance and management costs and our clients like them.” In addition, Prowess Smart Deploy further increase the utilization of IT Guru’s personnel. simplifies IT Guru’s own processes. “It’s easy to lay our Virtual• Increased security capabilities that better protect the Hard Disk image into the Lenovo machines, which saves us time.” customer’s critical data while reducing downtime.• A standardized, energy-efficient PC platform that can meet the Guru is able to reduce the time to repair a hardware problem by 66 developing demands of the customer’s business while signifi- percent.3 “This ability to reach out remotely—even to customers trav- cantly reducing total cost of ownership (TCO). eling in other countries—really improves the level of service we canThese capabilities give IT Guru considerable advantages. “This deliver,” says Axne.solution allows us to diagnose problems more quickly, remediate Axne is looking forward to the IT Guru’s transition to version 6 ofproblems faster, and do more maintenance and repairs remotely,” Kasey IT Automation Framework, as it will support IDE-redirect tosays Axne. “Any time we roll a truck, it means $100 to $200 in cost, speed the repair of software problems. “Being able to remotely reachlost productivity, and no ability to multitask. So being efficient means a machine using IDE-redirect will make another big difference,” heavoiding as many repair-oriented field visits as possible.” explains. “We’ll be able to boot it into Safe Mode or completely re-Reducing time-to-repair by 66 percent. The advanced remote image the system remotely. We will no longer have to visit the ma-capabilities of Intel vPro technology allow IT Guru to maintain and chine, and can do the work after hours. This is a good example of howrepair PCs more quickly and at lower cost. This is true for both normal the vPro + Kaseya solution evolves to add even more value over time.”maintenance activities and problem resolutions. “Regardless of where Today, the capabilities of Intel vPro technology-based PCs reducethe vPro machine is, as long as it’s connected to a network we can the number of deskside visits needed by 43 percent compared toreach it, even if it’s powered down or disabled,” explains Axne. Intel non-vPro PCs3. “Because we’re doing more remotely, our techniciansvPro technology gives IT Guru the ability to see better inventory data are able to do more multitasking,” says Axne. “This is key to efficiency,on the machine, such as BIOS version, RAM information (manufacturer, and we measure it on a quarterly basis. It reduces our labor cost andpart number, and serial number), and hard drive data (manufacturer, has a great impact on profitability.”model, and serial number). “This allows us to get the right part morequickly and accelerate hardware repairs,” notes Axne. On average, ITTable 1. Delivering More to Customers Through Intel® vPro™ TechnologyIT Guru’s deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost. Without With Activity Intel vPro Technology Intel vPro Technology Improvement3 Average time to resolve a hardware problem 3 hours 1 hour Reduced 66% Average amount of downtime per PC per month 60 minutes 15 minutes Reduced 75% Time to achieve 95% patch saturation 168 hours 24 hours Reduced 86% Deskside visits per month for a typical customer 7 4 Reduced 43% Power cost savings per PC over 3-year life span $0 $196 TCO lowered by $196
  3. 3. Built-in technologies that improve security and help lowercustomers’ risk. Because IT Guru can reach machines that are Kaseya Professional Services Fuel IT Guru’s Solutionpowered down, security software updates are accomplished much IT Guru uses the Kaseya IT Automation* Framework for amore quickly, resulting in better customer protection. This allows IT complete and integrated view of IT environments from aGuru to reach 95 percent patch saturation 86 percent faster on PCs centralized Web-based management console, allowing themfeaturing Intel vPro technology3. “This has two effects,” explains to remotely manage their customers’ entire computing infra-Axne. “First, our customers’ security is maximized because their structure with one powerful and integrated application. Inmachines are patched more quickly. This lowers both their risk and addition, IT Guru utilizes Kaseya Professional Services to aug-their costs, since there is less productivity lost to virus-infected PCs. ment their staff with an extended team of Kaseya IT experts. This allows IT Guru to outsource basic IT tasks such as userSecond, since we don’t have to chase down machines that missed the setups, patch management, system maintenance tasks, andpatch because they were turned off, our costs are lower.” This same scheduled power-downs. “Having six to eight people on thecapability allows IT Guru to accelerate updates to other critical soft- back end as an extension of our business is phenomenal,” saysware tools as well, such as Windows*, Java*, and Flash.* IT Guru’s Joseph Axne. “We’ve tried other NOC services in the past. Kaseya’s capabilities, commitment to quality, and making“Any time we roll a truck, it means $100 to $200 in sure the right things get done are simply better.”cost, lost productivity, and no ability to multitask. The Kaseya IT Automation Framework leverages Intel® vPro™So being efficient means avoiding as many technology to deliver more remote capabilities to MSPs:repair-oriented field visits as possible.” Built-in IT automation. Kaseya builds automation into the systems deployment and management process by mirroring best –Joseph Axne, President, IT Guru practices and automating repetitive work using machine-driven tasks and processes.Active and passive power management capabilities that signifi- Designed to manage, not just monitor, the SMB ITcantly reduce energy costs. With the ability to turn off groups of environment. Kaseya focuses on managing the entire ITPCs after hours and then power them back up before the start of infrastructure, so the IT services provided are proactive andthe next business day, IT Guru can now save their customers money customers get deeper support for their business applications.through lower energy usage, making a substantial positive impacton their ROI. “A vPro PC will save customers about $65 per year in Powerful, fully integrated, and easy to use. The combinationenergy cost,” says Axne. “Extended over an entire installed base, this of Kaseya and Intel vPro technology provides a comprehensive,becomes significant and is a new value that we can offer customers.” easy-to-use, and integrated Web-based IT automation solutionIt’s helping strategically as well. “We’re using this cost savings as a part that can be deployed rapidly, efficiently, and effectively.of budget planning meetings with clients where we are, for example, Integrated Intel vPro technology. Kaseya has fully integratedpitching a major transition such as an SBS 2008 migration. It gets a many of the powerful capabilities of Intel vPro technology tovery positive reception and lets customers know they’re dealing with provide authorized technicians with remote PC managementa partner that is looking at the whole picture.” virtually anytime, even when PC power is off or the OS is unresponsive.Better customer experiences and improved account control.“The small and midsize business owners we support like the fact that For more information on the Kaseya IT Automation Framework,we keep their employees more productive by implementing the right visit www.kaseya.com.technology solutions,” say Axne. Because Intel vPro technology helpsIT Guru respond more quickly to customer issues, customer’s, produc- Delivering Competitive Advantagetivity and satisfaction are improved. “vPro PCs give us a 75 percent According to Axne, the market opportunity for a managed servicesreduction in PC downtime. Spending two hours on the phone with solution which uses the right tools is significant. “Businesses areus costs our customers in downtime and my staff in troubleshooting looking hard at their cost structure,” says Axne. “In this environment,time. So using vPro’s capabilities means the customer has a faster managed services with Intel vPro technology work extremely wellresolution time which is a win-win for both the client and us–it for our customers and for us. We can lower their overall IT costshelps make us the trusted advisor.” while vPro is lowering our costs.”
  4. 4. For IT Guru, the many capabilities of Intel vPro technology are adding up to a competitive advantage. “vPro helps us see what the customer Overview of Intel® vPro™ Technology is seeing and helps us get through our customer care process faster,” Desktop, notebook, and tablet PCs based on Intel vPro says Axne. “vPro allows us to bring another layer of value to the table. technology, combined with a leading software management That’s a competitive differentiator.” application such as the Kaseya IT Automation* Framework, provide unprecedented capabilities. These advances allow For More Information you to deliver more value to your managed services custom- ers by helping them spend smarter, get more done, and For more information on the benefits of Intel vPro technology for small be more secure. and midsize businesses, visit http://msp.intel.com. • Remote diagnosis and repair reduce costly and time-consuming For more information on IT Guru, visit www.it-guru.net. deskside and service depot visits by resolving problems and re- pairing PCs quickly from the console—even if the PC is powered For more information on the Kaseya IT Automation Framework, visit off or in standby mode, is connected to a wireless network, or www.kaseya.com. has a disabled OS.2 • 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.2 • Secure remote power up and power cycling allow you to perform scheduled maintenance, backups, and monitoring after hours.2 • 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.2 • Remote asset tracking eliminates time-consuming manual inventory of hardware and software with remote inventory management, even if the system is off or down.2 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 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 soft- ware, 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/ 3 Source: IT Guru based on field testing performed during July 2009. 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 WAR- RANTY, 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 Web site at www.intel.com. Copyright © 2011 Intel Corporation. All rights reserved. Intel, the Intel logo, vPro, Core, 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 0311/ET/OCG/XX/PDF Please Recycle 324709-002US