Evaluating Hardware-based Keyboard-Video-Mouse Remote Control

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Evaluating Hardware-based Keyboard-Video-Mouse Remote Control
IT@Intel White Paper: Intel Information Technology Business Solutions, July 2010
Executive Overview
Intel IT is currently developing a series of use cases that take advantage of Keyboard-Video-Mouse (KVM) Remote Control, a hardware-based feature of PCs with 2010 Intel® Core™ vPro™ processors and Intel® HD Graphics. We anticipate these new use cases will significantly reduce the time Intel IT Service Desk technicians spend solving some of the common PC issues Intel employees face every day, thereby reducing support cost and improving employee productivity.

Unlike software-based KVM solutions, 2010 Intel Core vPro processors can give our Service Desk technicians full control of users’ computers along with the ability to see what is on the monitor—even if the OS crashes. 2010 Intel Core vPro processors enable Service Desk technicians to perform many tasks remotely:
• Interact with the BIOS during reboot. With KVM Remote Control, Service Desk technicians can see the graphical user interface-based version of the BIOS and can seamlessly boot from BIOS to OS without switching consoles.
• Reset passphrases when employees forget them. About 60 percent of our Service Desk calls related to encryption are due to forgotten passphrases. Without KVM Remote Control, password resets can take 25 to 40 minutes; we estimate that this type of call would take only about three minutes to resolve using KVM Remote Control.
• Remotely execute a standard IT client build. Because it supports remote full-screen video, KVM Remote Control enables remote standard builds—something that was not possible prior to 2010 Intel Core vPro processors. This new capability means users without local support no longer need to send their PCs to an Intel IT service center and can return to productive work much faster.
• Repair network adaptor issues and damaged or deleted system files. Typically, talking non-expert users through a system or network adaptor repair over the phone can take more than half an hour. With KVM Remote Control, Service Desk technicians can take remote control of users’ PCs and fix the issue far more efficiently.
• Launch and use full-screen diagnostic tools. Prior to 2010 Intel Core vPro processors with KVM Remote Control, Service Desk technicians were limited to text-based remote diagnostic tools that didn’t offer the depth and breadth of recovery options available with full-screen tools.
Read the full Evaluating Hardware-based Keyboard-Video-Mouse Remote Control White Paper.

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