Intel Software Desktop Monitor User Manual

Solution Brief  
SyAM Software Desktop Monitor*  
and PCs with Intel vPro Technology  
SyAM Software  
Desktop Monitor*  
®
Intel® vPro™ Technology  
SyAM Software, Inc, founded in 2003, is a leading enabler of management  
technology for global system, appliance, information technology (IT) service  
and solution providers.  
Company  
Extend the benefits of improved remote management to the small-  
and medium-size business (SMB) market.  
Business Challenge  
SyAM Software Desktop Monitor*  
Intel® vPro™ technology1  
Technology Solution  
Enhanced By  
Reducing on-site visits and decreasing IT costs with improved remote  
diagnostics, problem resolution, and remote power-up for PCs  
SyAM Software is working with Intel to simplify manageability for managed service  
providers (MSPs), and reduce service costs in the small- and medium-size business  
market. The combination of SyAM Software Desktop Monitor* and Intel® vPro™  
technology provides service technicians with increased visibility and manageability,  
even if a PC is powered off or its operating system (OS) is unresponsive. This new  
service level is delivered through powerful hardware capabilities built into PCs with  
Intel vPro technology. The capabilities include “always-available” remote communi-  
cation and event logs, remote power-up, remote boot, redirected boot, and console  
redirection. MSPs can now use Desktop Monitor to remotely power up PCs, boot  
systems from an image stored at the service center, and verify hardware and  
software events through a persistent event log — regardless of the PC power  
state or the state of the OS.  
With Desktop Monitor and Intel vPro technology, MSPs can significantly reduce  
on-site visits for problem resolution and improve the efficiencies of technicians.  
In turn, this will allow MSPs to perform more work off-hours, improve remote  
problem resolution for both hardware and software problems, and reduce service  
costs in SMB environments.  
Verifying hardware events through  
persistent information  
SOLUTION BENEFITS  
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.  
• 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  
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.  
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.  
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  
2
on-site checks after repairs.  
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.  
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.  
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.  
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.  
For more information  
PCs with Intel vPro technology provide IT administrators with critical, hardware-based  
security and manageability capabilities not available in software-only solutions. When  
provisioned with third-party software, these PCs can be managed directly from the  
1
management console, regardless of their power state or the state of their OS.  
For more information about how the capabilities of Intel vPro technology improve remote  
management for desktop PCs, refer to the white paper, “A New Level of Remote Managed  
Services for PCs in Small-Business Environments,” May 2006, Intel.  
For more information about Intel vPro technology, visit  
For more information about SyAM Software Desktop Monitor, visit  
1 PCs with Intel® vPro™ technology include Intel® Active Management Technology (Intel® AMT). Intel AMT requires the computer to have  
an Intel AMT-enabled chipset, network hardware and software, connection with a power source, and a network connection.  
2 Source: SyAM Software knowledge base and the 2006 SyAM Software Technology Evaluation of Intel vPro technology, conducted  
at the SyAM Software evaluation lab.  
*Other names and brands may be claimed as the property of others.  
Copyright © 2006 Intel Corporation. All rights reserved.  
Intel, the Intel logo, Intel. Leap ahead., the Intel. Leap ahead. logo, and Intel vPro are trademarks or registered  
trademarks of Intel Corporation or its subsidiaries in the United States and other countries.  
Please Recycle  
Printed in USA  
1006/LKY/OCG/XX/PDF  
315641-001US  

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