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.
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