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Manageability costs calculator

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					               Principled Technologies
               Manageability calculator


                                                                                                                     Overview
            Annual per-client management costs
$600                $518.58
                                                                                This calculator compares the costs of managing two different client computing
$500                                                                            models. It focuses on six cost categories: patching, help desk and support,
$400                                                                            inventory, move/add/delete (MAD), compliance, and security.
$300                                                  $257.14
$200
$100
  $0
        Well-managed Intel vPro/ Centrino Server-based computing with thin                                    Where to go from here
                      Pro                              clients                 If you want to…                                                  Go to tab
                                                                               View and print more detailed results summaries                   Summary
 These results reflect the number of client systems as well as a high
                                                                               Fine tune enterprise description to reflect your corporation     Questionnaire
 number of variables on subsequent tabs. To get a rough idea of costs for
 your enterprise, adjust the number of client systems in the orange cell       Fine tune costs for patching tasks                               Patching
 below. To fine tune your results and view results in greater detail, follow   Fine tune costs for help desk and support tasks                  Support
 the links to the right.                                                       Fine tune costs for asset inventory tasks                        Inventory
                                                                               Fine tune costs for client move, add, and delete tasks           MAD
         Basic assumption about enterprise                                     Fine tune costs for compliance tasks                             Compliance
Number of client systems                           8,000                       Fine tune costs for security tasks                               Security
                  Principled Technologies
                  Manageability calculator

                                                                               Manageability costs


                               Manageability costs                                                                          Manageability costs
                                 (annual per-client cost)                                                                (total annual cost for all clients)
 $600                      $518.58                                                              $6,000,000
                                                                                                                           $4,148,731
 $400                                                            $257.14                        $4,000,000
                                                                                                                                                               $2,057,076
 $200                                                                                           $2,000,000
    $0                                                                                                   $0
           Well-managed Intel vPro/ Centrino      Server-based computing with thin                                 Well-managed Intel vPro/         Server-based computing with
                         Pro                                   clients                                                   Centrino Pro                        thin clients


                    Manageability costs (annual per-client costs)                                          Manageability costs (annual costs for all 8,000 clients)
                                                                      Server-based                                                                                Server-based
                                           Well-managed Intel         computing with thin                                               Well-managed Intel        computing with thin
                                           vPro/ Centrino Pro         clients                                                           vPro/ Centrino Pro        clients
Software patches and updates                                 $17.70                   $15.95 Software patches and updates                             $141,670                  $127,569
Help desk support and services                              $363.44                  $140.67 Help desk support and services                          $2,907,550               $1,125,360
Asset inventory                                              $20.01                   $20.01 Asset inventory                                          $160,069                  $160,069
Move, add, delete                                            $79.15                   $55.18 Move, add, delete                                        $633,245                  $441,431
Compliance                                                   $12.97                   $10.63 Compliance                                               $103,737                   $85,038
Security                                                     $25.31                   $14.70 Security                                                 $202,460                  $117,609
Annual per-client cost                                      $518.58                  $257.14 Annual cost for all 8,000 clients                       $4,148,731               $2,057,076


             Basic assumption about enterprise
Number of client systems                                      8,000
                                                                                Individual categories
                                                                         Software patches and updates

                         Software patches and updates summary                                     The model includes costs for the following patching steps:
                                                                        Server-based              Patch preparation and testing
                                                                                                  Remote batch patch install
                                              Well-managed Intel        computing with thin       Automatic remote check of patch status each time a client connects
                                              vPro/ Centrino Pro        clients                   Hands-on end-user manual patch and update install
Annual per-client cost                                         $17.70                   $15.95    Desk-side patching visit by IT staff to remediate patching failures
                                                                                                  Model assumptions include the following:
Annual cost for all 8,000 clients                        $141,669.50               $127,569.26    IT bundles patches and updates and distributes them regularly.
                                                                                                  Some critical patches require separate distribution.



                      Software patches and updates                                                                     Software patches and updates
                                    (annual per-client cost)                                                                 (total annual cost for all clients)
    $20                      $17.70                                $15.95                                                       $141,669.50
                                                                                                   $150,000                                                              $127,569.26
    $15
                                                                                                   $100,000
    $10
     $5                                                                                             $50,000
     $0                                                                                                  $0
            Well-managed Intel vPro/ Centrino Server-based computing with thin                                        Well-managed Intel vPro/               Server-based computing with
                          Pro                              clients                                                          Centrino Pro                              thin clients



                          Software patches and updates costs                                                               Software patches and updates costs
                               (annual per-client cost)                                                                        (annual cost for all clients)
                                                                        Server-based                                                                                         Server-based
                                              Well-managed Intel        computing with thin                                                     Well-managed Intel           computing with thin
                                              vPro/ Centrino Pro        clients                                                                 vPro/ Centrino Pro           clients
Patch preparation and testing                                   $6.40                    $6.40 Patch preparation and testing                                   $51,230.06                $51,230.06

Automatic remote batch patch install                            $0.79                    $0.79 Automatic remote batch patch install                             $6,286.00                 $6,286.00
Remediation: Remote patch installation                                                         Remediation: Remote patch installation
triggered by connect                                            $0.34                    $0.23 triggered by connect                                             $2,741.76                 $1,827.84

Remediation: End-user manual install                            $0.00                    $0.00 Remediation: End-user manual install                                  $0.00                    $0.00

Remediation: Unscheduled desk-side visit                        $0.00                    $0.00 Remediation: Unscheduled desk-side visit                              $0.00                    $0.00
Remediation: Scheduled desk-side visit (off                                                    Remediation: Scheduled desk-side visit (off
hours)                                                          $9.94                    $6.63 hours)                                                          $79,543.24                $53,028.92
Remediation: Hands-on server repair                                                            Remediation: Hands-on server repair
                                                                $0.23                    $1.90                                                                  $1,868.44                $15,196.44
Total annual per-client cost for patch                                                         Total annual cost for patch management
management tasks                                               $17.70                   $15.95 tasks for 8,000 clients                                        $141,669.50               $127,569.26
                                                                           Help desk services and support

                         Help desk services and support summary                                    The model tracks costs for four help desk and support problem resolution scenarios:
                                                                          Server-based             Problem resolved remotely in first call
                                                                                                   Problem resolved remotely in second call
                                              Well-managed Intel          computing with thin
                                                                                                   Problem resolved with one or more desk-side visits
                                              vPro/ Centrino Pro          clients                  Problem resolved with user hardware swap and return and IT remote reimage
Annual per-client cost                        $                 363.44 $                 140.67
Annual cost for all 8,000 clients             $         2,907,550.08 $              1,125,359.84



                      Help desk support and services                                                                   Help desk support and services
                                    (annual per-client cost)                                                                  (total annual cost for all clients)
   $400                     $363.44
                                                                                                   $4,000,000
                                                                                                                               $2,907,550.08
   $300                                                                                            $3,000,000
   $200                                                              $140.67                       $2,000,000                                                            $1,125,359.84
   $100                                                                                            $1,000,000
     $0                                                                                                    $0
            Well-managed Intel vPro/ Centrino Server-based computing with thin                                          Well-managed Intel vPro/               Server-based computing with
                          Pro                              clients                                                            Centrino Pro                              thin clients


                          Help desk services and support tasks                                                              Help desk services and support tasks
                                     (annual per-client cost)                                                                        (annual cost for all clients)
                                                                          Server-based                                                                                         Server-based
                                              Well-managed Intel          computing with thin                                                     Well-managed Intel           computing with thin
                                              vPro/ Centrino Pro          clients                                                                 vPro/ Centrino Pro           clients

Problem resolved remotely in 1st call                            $52.02                   $42.84 Problem resolved remotely in 1st call             $            416,160.00 $              342,720.00

Problem resolved remotely in 2nd call                            $16.66                   $10.99 Problem resolved remotely in 2nd call             $            133,297.20 $               87,893.60
Problem resolved with one or more desk-                                                          Problem resolved with one or more desk-
side visits                                                     $203.20                   $19.25 side visits                                       $          1,625,579.28 $              153,968.64

Problem resolved with user hardware swap                                                         Problem resolved with user hardware
and return and IT remote reimage                                 $91.56                   $67.60 swap and return and IT remote reimage             $            732,513.60 $              540,777.60

Total annual per-client cost for help desk                                                       Total annual cost for help desk support
support and services tasks                                      $363.44                  $140.67 and services tasks for 8,000 clients              $          2,907,550.08 $             1,125,359.84
                                                                                    Asset inventory

                              Asset inventory cost summary                                       Patching, support, move/add/delete (MAD), compliance, and security all rely on accurate and timely
                                                                        Server-based             asset inventories. The model tracks costs for two asset inventory scenarios:
                                                                                                 Remote asset inventory
                                             Well-managed Intel         computing with thin
                                                                                                 Manual inventory of systems missed in remote inventory
                                             vPro/ Centrino Pro         clients
Annual per-client cost                        $                20.01 $                  20.01
Annual cost for all 8,000 clients             $          160,068.80 $              160,068.80



                                     Asset Inventory                                                                                Asset Inventory
                                    (annual per-client cost)                                                                 (total annual cost for all clients)
 $150                                                                                             $200,000                   $160,068.80                                $160,068.80
 $100                                                                                             $150,000
                                                                                                  $100,000
  $50                       $20.01                                 $20.01                          $50,000
    $0                                                                                                  $0
           Well-managed Intel vPro/ Centrino         Server-based computing with thin                                Well-managed Intel vPro/             Server-based computing with thin
                         Pro                                      clients                                                  Centrino Pro                                clients



                                     Asset inventory tasks                                                                          Asset inventory tasks
                                    (annual per-client cost)                                                                     (annual cost for all clients)
                                                                        Server-based                                                                                        Server-based
                                             Well-managed Intel         computing with thin                                                     Well-managed Intel          computing with thin
                                             vPro/Centrino Pro          clients                                                                 vPro/Centrino Pro           clients

Asset inventory completed remotely                              $0.28                    $0.28 Asset inventory completed remotely                               $2,244.80                    $2,244.80
Manual asset inventory                                         $19.73                   $19.73 Manual asset inventory                                         $157,824.00                 $157,824.00
Total annual per-client costs for asset                                                        Total annual cost for asset inventory
inventory tasks                                                $20.01                   $20.01 tasks for 8,000 clients                                        $160,068.80                 $160,068.80
                                                                                  Move, add, delete

                            Move, add, delete cost summary                                       The model includes costs for the following move, add, delete (MAD) steps:
                                                                        Server-based             Deployment management (moves and adds)
                                                                                                 Ordering and deploying hardware (moves and adds)
                                              Well-managed Intel        computing with thin      Image loading (moves and adds)
                                              vPro/ Centrino Pro        clients                  Application loading (moves and adds)
Annual per-client cost                         $               79.15 $                  55.18    User-state migration (moves and adds)
                                                                                                 Disposal (deletes)
Annual cost for all 8,000 clients              $         633,244.96 $              441,431.36    IT incurs high costs if any of these tasks must be done desk side.




                                    Move, add, delete                                                                             Move, add, delete
                                    (annual per client cost)                                                                     (annual cost for all clients)
 $100                       $79.15                                                               $800,000                    $633,244.96
                                                                   $55.18                        $600,000                                                               $441,431.36
  $50                                                                                            $400,000
                                                                                                 $200,000
      $0                                                                                               $0
           Well-managed Intel vPro/ Centrino         Server-based computing with thin                                Well-managed Intel vPro/             Server-based computing with thin
                         Pro                                      clients                                                  Centrino Pro                                clients


                                    Move, add, delete tasks                                                                       Move, add, delete tasks
                                    (annual per-client cost)                                                                     (annual cost for all clients)
                                              Well-managed Intel        Server-based                                                            Well-managed Intel           Server-based
                                              vPro/                     computing with thin                                                     vPro/                        computing with thin
                                              Centrino Pro              clients                                                                 Centrino Pro                 clients
Move                                                            $7.90                    $6.40 Move                                                            $63,203.12                $51,196.48
Add                                                            $55.30                   $38.40 Add                                                           $442,421.84                $307,178.88
Delete                                                         $15.95                   $10.38 Delete                                                        $127,620.00                 $83,056.00
Total annual per-client cost for move,                                                         Total annual cost for move, add, delete
add, delete tasks                                              $79.15                   $55.18 tasks for 8,000 clients                                       $633,244.96                $441,431.36
                                                                                        Compliance

                                    Compliance cost summary                                        Model description
                                                                         Server-based              The model tracks costs of remediating non-compliant software or devices. In a well-managed
                                                                                                   enterprise, IT runs periodic compliance scans to detect non-compliance and then implements
                                              Well-managed Intel         computing with thin       automated (policy-driven) remediation. Scans check for patch, license agreement, software version,
                                              vPro/ Centrino Pro         clients                   and image compliance. This model tracks non-compliance incidents and three remediation methods:
Annual per-client cost                                          $12.97                   $10.63    Automated remediation
                                                                                                   Manual remediation by IT staff (may require deskside visit)
Annual cost for all 8,000 clients                        $103,736.50                 $85,038.10    Manual remediation by user (for example, resetting passwords)




                                        Compliance                                                                                       Compliance
                                     (annual per client cost)                                                                     (annual cost for all clients)
 $15                      $12.97                                                                   $150,000
                                                                    $10.63                                                    $103,736.50
 $10                                                                                               $100,000                                                              $85,038.10

   $5                                                                                               $50,000
   $0                                                                                                      $0
          Well-managed Intel vPro/ Centrino          Server-based computing with thin                                 Well-managed Intel vPro/             Server-based computing with thin
                        Pro                                       clients                                                   Centrino Pro                                clients


                                        Compliance tasks                                                                               Compliance tasks
                                     (annual per-client cost)                                                                      (annual cost for all clients)
                                              Well-managed Intel         Server-based                                                            Well-managed Intel          Server-based
                                              vPro/                      computing with thin                                                     vPro/                       computing with thin
                                              Centrino Pro               clients                                                                 Centrino Pro                clients
Compliance audit completed remotely                              $0.12                    $0.12 Compliance audit completed remotely                                $982.10                      $982.10
Manual compliance audit                                          $8.63                    $8.63 Manual compliance audit                                         $69,048.00                  $69,048.00
Automatic remediation of non-compliant                                                            Automatic remediation of non-compliant
system                                                           $2.95                    $1.47   system                                                        $23,587.20                  $11,793.60
Manual remediation of non-compliant                                                               Manual remediation of non-compliant
system (by IT)                                                   $0.86                    $0.20   system (by IT)                                                 $6,904.80                    $1,607.20
Manual remediation of non-compliant                                                               Manual remediation of non-compliant
system (by user)                                                 $0.40                    $0.20   system (by user)                                               $3,214.40                    $1,607.20
Total annual per-client cost for asset                                                            Total annual cost for asset inventory
inventory tasks                                                 $12.97                   $10.63   tasks for 8,000 clients                                      $103,736.50                  $85,038.10
                                                                                         Security

                                    Security cost summary                                         Model Description
                                                                        Server-based              The model includes costs of remediating infections and takes into account user downtime caused by
                                                                                                  server infections.The model tracks costs for five security problem resolution scenarios:
                                              Well-managed Intel        computing with thin       Problem resolved remotely in first call
                                              vPro/ Centrino Pro        clients                   Problem resolved remotely in second call
Annual per-client cost                        $                25.31 $                  14.70     Problem resolved with one or more desk-side visits
                                                                                                  Problem resolved with user hardware swap and return and IT remote reimage
Annual cost for all 8,000 clients             $          202,459.84 $              117,608.74     Server infection resolved by IT server-side




                                            Security                                                                                        Security
                                    (annual per client cost)                                                                      (annual cost for all clients)
  $30                       $25.31                                                                $300,000
                                                                                                                              $202,459.84
  $20                                                              $14.70                         $200,000
                                                                                                                                                                        $117,608.74
  $10                                                                                             $100,000
    $0                                                                                                    $0
           Well-managed Intel vPro/ Centrino         Server-based computing with thin                                Well-managed Intel vPro/             Server-based computing with thin
                         Pro                                      clients                                                  Centrino Pro                                clients


                                        Security tasks                                                                                 Security tasks
                                    (annual per-client cost)                                                                      (annual cost for all clients)
                                              Well-managed Intel        Server-based                                                            Well-managed Intel           Server-based
                                              vPro/                     computing with thin                                                     vPro/                        computing with thin
                                              Centrino Pro              clients                                                                 Centrino Pro                 clients
Problem resolved remotely by level 1                                                           Problem resolved remotely by level 1
support staff                                                   $7.07                    $0.78 support staff                                                   $56,576.00                   $6,201.60
Problem resolved remotely by level 2                                                           Problem resolved remotely by level 2
support staff                                                   $1.25                    $0.14 support staff                                                    $9,992.32                   $1,095.31
Problem resolved with one or more desk-                                                        Problem resolved with one or more desk-
side visits                                                    $16.61                    $1.82 side visits                                                    $132,899.52                  $14,567.83
Problem resolved with user hardware swap                                                       Problem resolved with user hardware
and return and IT remote reimage                                $0.00                    $0.00 swap and return and IT remote reimage                                 $0.00                       $0.00
Server infection resolved by IT server-side                                                    Server infection resolved by IT server-side
                                                                $0.37                   $11.97                                                                  $2,992.00                  $95,744.00
Total annual per-client cost for security                                                      Total annual cost for security support and
support and services                                           $25.31                   $14.70 services for 8,000 clients                                     $202,459.84                 $117,608.74
                                                           Corporate information questionnaire

                                                                               1
                        Basic corporate information                                                                          Instructions
                                                                               2                                             You can change any of the numbers in the orange-shaded
Number of client systems                                               8,000
                                                                                                                             cells. (Gray cells show results of calculations.) You can
                                                                               3
Annual growth rate in client count                                       10%                                                 view more detailed results of your changes on the tables
                                                                               4                                             on the Summary tab.
Number of sites                                                           10
                                                                               5
Number of supported applications                                          60                                                 Notes on assumptions and default values appear both at
                                                                               6                                             the bottom of this tab and in comment fields.
Number of client configurations                                            5
                                                                               7
Number of server configurations                                            5
                                                                               8
Number of working days per year                                          245



                                                  Staffing costs
                                                                                                                         1
                                                          Per year             Per hour             Per minute
Average end-user rate                                                                                                    2
                                                                     $80,000              $41                    $0.68
Level 1 help desk cost (burdened rate)                                                                                   3
                                                                     $80,000              $41                    $0.68
Level 2 help desk cost (burdened rate)                             $110,000               $56                    $0.94
Level 3 help desk cost (burdened rate)                             $145,000               $74                    $1.23
Deployment staff cost (burdened rate)                                                                                    4
                                                                   $140,000               $71                    $1.19


                         Platform-specific client and server inputs
                                                          Well-managed         Server-based
                                                          Intel vPro/          computing with
                                                          Centrino Pro         thin clients
Average percentage of clients accessible remotely by
                                                                                                    1
management tools                                                        98%                98%
                                                                                                    2
Client replacement schedule (in years)                                     4                    5
                                                                                                    3
Number of client systems per server                                      400                60
                                                                                                    4
Number of servers                                                         22               147
                        Patch distributions details
                                                                                      1
Number of regularly scheduled patch distributions per year                      12
Number of annual unscheduled patch distributions (usually
                                                                                      2
in response to virus threat)                                                     2

                                                                                      3
Total annual patch distributions                                                14
Average percentage of client configurations targeted per
                                                                                      4
distribution                                                                90%
Average number of client configurations patched per
                                                                                      5
distribution                                                                    4.5
Average percentage of server configurations targeted per
                                                                                      6
distribution                                                                95%

                                                                                      7
Average number of server configurations patched                                 4.8
Average percentage of servers accessible remotely by
                                                                                      8
management tools                                                            98%


                       Help desk support and services call counts
                                                                 Well-managed         Server-based
                                                                 Intel vPro/          computing with
                                                                 Centrino Pro         thin clients
Number of help desk calls per year per client                                                              1
                                                                                 6                     4
Percentage of calls that are hardware related                                                              2
                                                                            35%                   15%
Percentage of calls that are software related                                                              3
                                                                            65%                   85%
Number of hardware-related calls                                                                           4
                                                                          16,800                 4,800
Number of software-related calls                                                                           5
                                                                          31,200               27,200
Average number of desk-side visits required to resolve                                                     6
                                                                            1.00                  1.00
software-related desk-side visitsproblems that require visits)
Average number problems (for to resolve hardware-                           1.05                  1.00
                                                                                                           7

related problems (for problems that require visits)

                                    Asset inventory details
                                                                                                           1
Number of asset inventories per year                                                               80
                                                                 Well-managed         Server-based
                                                                 Intel vPro/          computing with
                                                                 Centrino Pro         thin clients
Average percentage of clients accessible remotely by
                                                                                                           2
management tools                                                            98%                   98%
Percentage of accessible clients with inventory failures
                                                                                                           3
                                                                                0%                 0%
Success rate of remote asset inventory                                                                     4
                                                                            98%                   98%
                                   Move, add, delete details
                                                               Well-managed        Server-based
                                                               Intel vPro/         computing with
                                                               Centrino Pro        thin clients
Percentage of system moves per year                                                                     1
                                                                              5%                5%
Number of systems replaced per year                                                                     2
                                                                         2,000                1,600
Number of additional systems per year                                                                   3
                                                                          800                  800
Total system moves per year                                                                             4
                                                                          400                  400
Total system adds per year                                                                              5
                                                                         2,800                2,400
Total system deletes per year                                                                           6
                                                                         2,000                1,600
                                                                                                        7
Percentage of clients not accessible remotely                                 2%                2%
                                                                                                        8
Additional deployment failures                                                0%                0%
Number of moves that require desk-side IT visits to
                                                                                                        9
remediate deployment failures                                                  8                    8
Number of adds that require desk-side IT visits to remediate
                                                                                                        10
deployment failures                                                           56                48


                                      Compliance details
Number of compliance audits per year                                                                    1
                                                                                                35
                                                               Well-managed        Server-based
                                                               Intel vPro/         computing with
                                                               Centrino Pro        thin clients
Success rate of compliance audit                                                                        2
                                                                          98%                  98%
Percentage of systems needing remediation (per audit)
                                                                                                        3
                                                                              2%                1%


                                      Security infections
                                                               Well-managed        Server-based
                                                               Intel vPro/         computing with
                                                               Centrino Pro        thin clients
Number of annual infections                                                                             1
                                                                              11                11
Average number of desk-side visits required to resolve
security-related problems (for problems that require visits)
                                                                         1.00                 1.00 2
Sources
Case Studies with Intel® vPro™ processor technology An Analysis of Early Testing of Intel® vPro™ processor technology in Large IT Departments (Intel.com), an analysis
of 10 pilot implementations of the new Intel vPro processor technology based PCs (2007).
Improving Asset Inventories and Reducing IT Costs with Intel® vPro™ Technology (Intel.com), a report of an EDS investigation of cost savings for PCs with Intel® vPro™
technology (2006).
Intel® vPro™ Technology Offers Johns Hopkins New Ways to Increase the Efficiency of Remote PC Management (Intel.com), an evaluation by The Johns Hopkins IT Group
worked with Intel® Solution Services of the remote PC management capabilities of Intel vPro technology.
Measuring the Value of Intel® vPro™ Technology in the Enterprise, Wipro Ltd. (2006).
Thin clients: Exploring Rollout Costs, Principled Technologies, Inc. (2007).

Notes on default values
Corporate Information
1. Source: Measuring the Value of Intel® vPro™ Technology in the Enterprise, Wipro Ltd. (2006).
2. We assume that an enterprise with 40,000 total computers is converting 8,000 users from PCs to well-managed vPro/Centrino Pro or server-based computing with
thin clients.
3. Percentage growth in system need per year. We estimate a 10 pecent growth rate with the client count growing to 8,800 by end of the year.
4. We assume that the clients are spread across 10 of the enterprise's 40 sites.
5. We assume that the users of these systems run 60 of the 102 applications the company deploys (approximately 60 percent).
6. Each additional user configuration that IT supports raises IT costs, adding to the number of images IT manages and increasing the complexity of patching, support,
deployment, security, and compliance tasks.
7. Each additional server configuration that IT supports raises IT costs, adding to the number of images IT manages and increasing the complexity of server patching,
support, deployment, security, and compliance.
8. Calculations are based on 245 working days per year on average for the enterprise staff.

Staffing costs
1. Assumes 8-hour workday.
2. Estimate of average annual burdened rate for the 8,000 users.
3. We use the average annual burdened rate for staff from the Wipro Ltd. report for help desk and support staff costs.
4. Estimated cost of staff responsible for deploying new systems.

Platform-specific client and server inputs
1. The average number of clients that are inaccessible or unresponsive to management tools at any one time. Inaccessible clients are a major manageability cost factor.
Clients that are inaccessible to automated management tools must be managed deskside, leading to higher costs for IT and more user downtime. Various studies
supported by Intel provide estimates of 95 to 100 percent accessibility for clients with vPro technology. Ranges for accessibility of non-vPro rich clients range widely
from 70 to 90 percent. The higher estimates typically reflect clients with Wake-on LAN-capabilities. Thin clients are usually accessible and responsive to management
tools.
2. The WiPro Ltd. whitepaper estimates a four-year refresh cycle for rich clients. Thin clients typically have a longer refresh cycle.
3. In Thin clients: Exploring Rollout Costs, (2007), we estimate 60 clients per server for thin clients, assuming users making light to medium demands on the server. A
different demand level would alter this number. We used www.hp.com to configure servers to host both the applications and, in the case of the thin client platform, the
thin clients. Our estimates are based on using HP Proliant DL360 G5 servers with two dual-core Intel Xeon 3.0GHZ CPUs and 4GB of RAM.
4. Calculated based on the number of client systems per server in the previous row and 8,000 clients.
Patch distribution details
1. Source: Novell white paper recommends monthly patches. Some enterprises schedule weekly distributions.
2. Source: Novell white paper estimates two annual unscheduled patch distributions.
3. Sum of scheduled and unscheduled distributions in previous two rows.
4. Assumes most client configurations get at least one patch in monthly patch distribution.
5. Average percentage of client configurations targeted per distribution times the number of client configurations.
6. Assumes most servers get one or more patches in each patch distribution.
7. Average percentage of server configurations targeted per patch distribution times the number of client configurations.
8. Assumes few patching problems for servers with most servers responding to remote management tools.

Help desk support and services call counts
1. We anticipate the highest call volume for well-managed non-vPro rich clients.
2. Source: based on estimate in the Managing Training Rooms with Intel® vPro™ Processor Technology
white paper that shows 65 percent of call center tickets are for hardware.
3. Percentage of calls that are software related is 100 percent minus percentage of calls that are hardware related.
4. Number of calls is calculated by multiplying percentage of calls by number of clients.
5. Number of calls is calculated by multiplying percentage of calls by number of clients.
6. Source: We base our estimates on average desk-side visit counts for vPro and non-vPro rich clients in the white paper Case Studies with Intel® vPro™ processor
technology An Analysis of Early Testing of Intel® vPro™ processor technology in Large IT Departments. That report shows average number desk-side visits to non-vPro
clients for software fix of 1.64 and for hardware fix of 2.29; for vPro systems those numbers are .14 for software fix and 1 for hardware fix. We use those numbers to
drive our estimate of 14 percent of software problems requiring a desk-side visit for vPro systems. Number of visits for thin clients will be lower because in general thin
client problems are remediated with hardware swaps rather than desk-side repairs.
7. We base our estimate on the averages in An Analysis of Early Testing of Intel® vPro™ processor technology in Large IT Departments.

Asset inventory details
1. Assumes an average of approximately one asset inventory every three days.
2. Average percentage of clients accessible remotely by management tools.
3. Accessible clients that have additional inventory problems. We estimate none or negligible additional problems.
4. Success rate of remote asset inventory calculated by subtracting the accessible clients that have additional inventory problems from the average percentage of
clients accessible remotely by management tools, the values in the previous two rows.

Move add, delete details
1. Estimate of number of client systems that IT has to move each year.
2. Calculated based on the number of clients and the client replacement schedule.
3. Calculated based on number of clients and annual growth rate .
4. Calculated based on the number of clients and the percentage of system moves per year.
5. Sum of the number of systems replaced per year and the number of additional systems per year.
6. Number of system deletes is equal to the number of systems replaced per year.
7. 100% minus the average percentage of clients accessible remotely by management tools.
8. Failure rate for accessible clients.
9. Number of moves per year multiplied by sum of percentage of clients not accessible remotely and additional deployment failures.
10. Number of adds per year multiplied by sum of percentage of clients not accessible remotely and additional deployment failures.
Compliance details
1. Assumes compliance audits run multiple times per month.
2 Average percentage of clients accessible remotely by management tools.
3. Percentage of systems needing remediation (per audit) calculated by subtracting the accessible clients that have additional inventory problems from the average
percentage of clients accessible remotely by management tools, the values in the previous two rows.

Security infections
1. We assume users download viruses or other security threats and call on IT to remediate or IT detects the threat using management tools.
2.We assume problem resolution requires at most one desk-side visit.
                                                                   Software patches and updates worksheets

       Software patches and updates summary
                                                                                                                   Where to go from here
                  (per-client cost)
Well-managed Intel vPro/Centrino Pro                    $17.70                     If you want to…                                                                   Go to tab
Server-based computing with thin clients                $15.95                     View and print more detailed results summaries                                    Summary
                                                                                   Fine tune enterprise description to reflect your corporation                      Questionnaire



                     Client patch distributions details                                                     Instructions
                                                                                                            You can change any of the numbers in the orange -shaded cells. (Gray
                                                Well-managed     Server-based
                                                                                                            cells show results of calculations.)The per-client cost at the top of the
                                                Intel vPro/      computing with                             page stays in place as you scroll down this tab so you can see how your
                                                Centrino Pro     thin clients                               changes affect results. View more detailed results of your changes on
Average percentage of clients targeted for                                                                  the tables on the Summary tab.
                                                                                   1
each patch distribution                                   90%               60%
Average number of clients targeted for each                                                                 Notes on assumptions and default values appear both at the bottom of
                                                                                   2                        this tab and in comment fields.
distribution                                             7,200             4,800

                                                                                   3
Percentage of clients not accessible remotely              2%                2%
Percentage of accessible clients with patch
                                                                                   4
distribution failures                                      0%                0%

Average number of clients with remote patch
                                                                                   5
distribution failures (per distribution)                   144                96


                    Server patch distributions details
                                                Well-managed     Server-based
                                                Intel vPro/      computing with
                                                Centrino Pro     thin clients
Average percentage of servers targeted for
                                                                                   1
each patch distribution                                   90%               90%
Average number of servers targeted for each
                                                                                   2
distribution                                              19.8             132.3

                                                                                   3
Percentage of servers not accessible remotely              2%                2%
Percentage of accessible servers with
                                                                                   4
patching failures                                          0%                0%
Average number of servers with remote
                                                                                   5
patch distribution failures                                0.4               2.6
Number clients affected by each server patch
                                                                                   6
distribution failure                                       160               156
                                       Client patch problem remediation
                                                Percentage of systems that fail Number of systems requiring each
                                              remote patch distribution by type  remediation (per distribution)
                                                       of remediation
                                              Well-managed      Server-based   Well-managed       Server-based
                                              Intel vPro/       computing with Intel vPro/        computing with
                                              Centrino Pro      thin clients   Centrino Pro       thin clients
Remediation: Remote patch installation
triggered on connect                                      20%             20%              28.8              19.2
                                                                                                                       1

Remediation: End-user manual install
                                                           0%               0%              0.0               0.0
Remediation: Unscheduled desk-side visit
                                                           0%               0%              0.0               0.0
Remediation: Scheduled desk-side visit (off
hours)                                                    80%             80%             115.2              76.8


                                       Server patch problem remediation
                                                 Percentage of failed systems   Number of systems requiring each
                                                  requiring each remediation               remediation
                                              Well-managed Server-based        Well-managed Server-based
                                              Intel vPro/       computing with Intel vPro/      computing with
                                              Centrino Pro      thin clients   Centrino Pro     thin clients
Remediation: Remote patch installation
                                                                                                                       1
triggered on connect                                      98%             98%                 1                    3
Remediation: Hands-on repair                               2%               2%                1                    1
                                                                          Costs for client patches and updates tasks
                                                                                                               Level 2 support
                                              Level 1 support        Level 2 support       Level 3 support     staff time            Level 3 support
                                              staff time             staff time            staff travel time   Additional time       staff desk-side User downtime              Cost to return    Total cost for
                                              (average in            (average in           (average in         for each              time (average in (average in               client to support response
                                              minutes)               minutes)              minutes)            configuration         minutes)         minutes)                  center            scenario
Patch preparation and testing (per patch distribution)                                                                                                                                                                1



Well-managed Intel vPro/Centrino Pro                             0                840                      0                240                      0                      0                    0        $1,795.97

Server-based computing with thin clients                      0                   840                      0                240                      0                      0                    0        $1,795.97
Automatic remote batch patch install (per patch distribution)                                                                                                                                                         2

Well-managed Intel vPro/Centrino Pro                             0                240                      0                     0                   0                      0                    $0         $224.50

Server-based computing with thin clients                    0                     240                      0                     0                   0                      0                    $0         $224.50
Remediation: Remote patch installation triggered by connect (per client)                                                                                                                                              3

Well-managed Intel vPro/Centrino Pro                             0                     0                   0                     0                   0                  10                       $0           $6.80

Server-based computing with thin clients                         0                     0                   0                     0                   0                  10                       $0           $6.80
Remediation: End-user manual install (per client)                                                                                                                                                                     4

Well-managed Intel vPro/Centrino Pro                             0                     0                   0                     0                  20                  45                       $0          $55.26

Server-based computing with thin clients                         0                     0                   0                     0                  20                  45                       $0          $55.26
Remediation: Unscheduled desk-side visit (per client)                                                                                                                                                                 5

Well-managed Intel vPro/Centrino Pro                             0                     0                  60                     0                  30                  45                       $0         $141.57

Server-based computing with thin clients                        0                      0                  60                     0                  30                  45                       $0         $141.57
Remediation: Scheduled desk-side visit (off hours) (per client)                                                                                                                                                       6

Well-managed Intel vPro/Centrino Pro                             0                     0                  30                     0                  10                      0                    $0          $49.32
Server-based computing with thin clients
                                                                 0                     0                  30                     0                  10                      0                    $0          $49.32


                                                             Costs for server patches and updates tasks
                                                                                                               Level 2 support
                                               Level 1 support       Level 2 support       Level 3 support     staff time            Level 3 support     User downtime
                                               staff time            staff time            staff travel time   Additional time       staff server-side   (average per           Total cost for
                                               (average in           (average in           (average in         for each              time (average in    affected user in       response
                                               minutes)              minutes)              minutes)            configuration         minutes)            minutes)               scenario
                                                                                                                                                                                                      1
Patch preparation and testing                               0                     840                      0                240                      0                      0          $1,863.32
Automatic remote batch patch install (per
                                                                                                                                                                                                      2
patch distribution)                                         0                     240                      0                     0                   0                      0            $224.50
Remediation: Hands-on server repair (per server/per patch distribution)                                                                                                                               3

Well-managed Intel vPro/Centrino Pro                             0                     0                   0                     0                  20                      1            $133.46
Server-based computing with thin clients
                                                                 0                     0                   0                     0                  20                  10             $1,085.46
                Annual costs for each patch management task (per patch distribution)
                                                    Client patch distribution            Server patch distribution
                                               Well-managed       Server-based   Well-managed           Server-based
                                               Intel vPro/        computing with Intel vPro/            computing with
                                               Centrino Pro       thin clients   Centrino Pro           thin clients
                                                                                                                           1
Patch preparation and testing                         $1,795.97         $1,795.97          $1,863.32          $1,863.32
                                                                                                                           2
Automatic remote batch patch install                    $224.50           $224.50            $224.50            $224.50
Remediation: Remote patch installation
                                                                                                                           3
triggered by connect                                    $195.84           $130.56                 NA                 NA

Remediation: End-user manual install                      $0.00               $0.00               NA                 NA

Remediation: Unscheduled desk-side visit                  $0.00               $0.00               NA                 NA
Remediation: Scheduled desk-side visit (off-
hours)                                                $5,681.66         $3,787.78                 NA                 NA
Remediation: Hands-on server repair (per
server/per patch distribution)                               NA                 NA           $133.46          $1,085.46
Total patch distribution costs per patch
distribution                                          $7,897.97         $5,938.81          $2,221.28          $3,173.28


                                         Patch management task costs
                                                     Annual per-client cost           Annual cost for all 8,000 clients
                                               Well-managed Server-based            Well-managed Server-based
                                               Intel vPro/       computing with Intel vPro/          computing with
                                               Centrino Pro      thin clients       Centrino Pro     thin clients
                                                                                                                           1
Patch preparation and testing                              $6.40              $6.40       $51,230.06        $51,230.06
Automatic remote batch patch install                      $0.79               $0.79        $6,286.00          $6,286.00
Remediation: Remote patch installation
                                                          $0.34               $0.23        $2,741.76          $1,827.84
triggered by connect
Remediation: End-user manual install                      $0.00               $0.00             $0.00              $0.00

Remediation: Unscheduled desk-side visit                  $0.00               $0.00             $0.00              $0.00
Remediation: Scheduled desk-side visit (off-
                                                          $9.94               $6.63       $79,543.24         $53,028.92
hours)
Remediation: Hands-on server repair
                                                          $0.23               $1.90        $1,868.44         $15,196.44

Total costs for patch management tasks                   $17.70            $15.95        $141,669.50        $127,569.26
 Model description
 The model includes costs for the following patching steps for clients and servers:
 Patch preparation and testing
 Remote batch patch install
 Automatic remote check of patch status each time a client connects
 Hands-on end-user manual patch and update install
 Desk-side patching visit by IT staff to remediate patching failures
 Hands-on patching of servers
 Model assumptions include the following:
 IT bundles patches and updates and distributes them on a regular basis.
 Some critical patches cannot wait for the next scheduled distributions but require separate distribution.
 We include server application patching as well as client patching in order to include patching tasks related to all applications whether client-side or server-side.




Sources
Automated Patch Management: Impressive Return on Investment, 2006, Novell Inc. (http://www.novell.com/rc/docrepository/public/37/RC-23962/29134.pdf).
Improving IT Services and Increasing User Uptime with Intel vPro Solutions, 2006, Intel (http://www.intel.com/business/casestudies/atos_solutions_brief.pdf), a white
paper report of an Atos Origin conducted investigation of the capabilities built into PCs with Intel® vPro™ technology.
Measuring the Value of Intel® vPro™ Technology in the Enterprise, Wipro Ltd., 2006 (www.Intel.com).
Reducing Manual Processes with Improved Remote Security, Inventory, and Problem Resolution, a white paper by Siemens and Intel (www.Intel.com).

Notes on default values
Client patch distribution details
1. Assumes greater number of rich clients than thin clients get each patch distribution.
2. Total number of clients times average percentage of systems targeted for each patch distribution.
3. 100 percent minus the percentage of clients accessible remotely on Questionnaire tab.
4. Percentage of accessible clients with patch failures. We estimate no or negligible additional problems.
5. Sum of percentage of clients accessible remotely plus percentage of accessible clients with patch distribution failures times average number of clients receiving each
distribution.

Server patch distribution details
1. Assumes most servers get one or more patches in each distribution.
2. Total number of servers (from the Questionnaire tab) times average percentage of clients targeted for each patch distribution.
3. Percentage of servers accessible remotely on Questionnaire tab.
4. Accessible servers that have additional patching problems. We estimate no or negligible additional problems.
5. Sum of percentage of servers not accessible remotely plus percentage of accessible servers with patch distribution failures times average number of servers receiving
each distribution.
6. Number of clients per server (from Questionnaire tab).

Client patch problem remediation
1. Assumes patching problems remediated with either scheduled desk-side visit or by system receiving patches on next connection.

Server patch problem remediation
1. Assumes patching problems remediated with either scheduled desk-side visit or by system receiving patches on next connection.
Costs for client software patches and updates tasks
1. Source: We based our estimates on numbers in the Novell Automated Patch Management paper. We estimate an average cost per patch distribution for automated
research, analysis, testing, and monitoring of 14 hours. Each configuration adds an additional 4 hours.
2. Source: The Siemens and Atos Origin white papers and other vPro technology review white papers on the Intel site report patch distribution times of nearly four hours
for client counts of 5,000+. We use that time as a base for the initial automated patch distribution time.
3. We anticipate minimal lost end-user productivity while patch installs in background while user works.
4. Source: We include IT and end-user time for end-user manual installs. The Siemens white paper estimates manual patch install time at one hour while the Novell paper
estimates half an hour. We use the average of those estimates.
5. Source: In the Technology Evaluation Brief, WM-data Services and PCs with Intel® vPro™ Technology (www.Intel.com), WM-data Services estimates the average cost of a
desk-side visit at $150. Visits for patch problem remediation will be lower than average because of economies of scale. Scheduled, off-hours visit costs tend to be lower.
Travel time estimates vary widely. We use the one-hour average Siemens reports in its white paper for the unscheduled visit.
6. Source: Scheduled visits cost less than unscheduled visits because they can be off hours and because of economies of scale. ATOS estimates 5 minutes per client for off-
hours desk-side patching and 30 minutes per client for travel time. Off-hours visits reduce user downtime.

Costs for server software patches and updates tasks
1. Source: We based our estimates on numbers in the Novell Automated Patch Management paper. We estimate an average cost per patch distribution for automated
research, analysis, testing, and monitoring of 14 hours. Each configuration adds an additional 4 hours.
2. We assume a two-hour patch distribution time for the centralized servers.
3. Users will experience some downtime if server load is redistributed over the rest of the servers and if they have to reboot in response to server failures. We assume
minimal interruption in user work due to server patching problems for vPro clients because little of their work is server side and more for non-vPro thick clients and thin
clients because much of their work is server side.

Annual costs for each patch management task (per patch distribution)
1. Patch preparation and testing cost from previous table. Assume server cost is same for all platforms.
2. Cost from previous table for this task.
3. For remediation tasks, we multiply remediation cost from cost table by number of systems requiring each remediation from the remediation tables.

Patch management task costs
1. We sum the client and server patch distribution costs from previous table and multiply that sum by the number of annual patch distributions to get annual costs for all
clients. We divide that cost by total number of clients to get per-client cost.
                                                                      Asset inventory worksheets


                                                                                                                              Where to go from here
            Asset inventory summary (per-client cost)
Well-managed Intel vPro/Centrino Pro                             $20.01                      If you want to…                                                               Go to tab
Server-based computing with thin clients                         $20.01                      View and print more detailed results summaries                                Summary
                                                                                             Fine tune enterprise description to reflect your corporation                  Questionnaire

                                                                                                                                                      Instructions
                                                                                                                                                      You can change any of the numbers
                                     Clients inventoried by asset inventory scenario                                                                  in the orange-shaded cells. (Gray
                                                          Percent clients inventoried by    Number clients inventoried by                             cells show results of
                                                                                                                                                      calculations.)The per-client cost at
                                                                     scenario                         method
                                                                                                                                                      the top of the page stays in place as
                                                       Well-managed Server-based         Well-managed Server-based                                    you scroll down this tab so you can
                                                       Intel vPro/        computing with Intel vPro/       computing with                             see how your changes affect results.
                                                       Centrino Pro       thin clients   Centrino Pro      thin clients                               View more detailed results of your
                                                                                                                                        1             changes on the tables on the
Asset inventory completed remotely                                  98%                98%               7,840               7,840                    Summary tab.
Manual asset inventory                                                                                                                  2
                                                                     2%                2%                  160                 160
                                                                                                                                                      Notes on assumptions and default
                                                                                                                                                      values appear both at the bottom of
                                                                                                                                                      this tab and in comment fields.




                                                                   Costs for asset inventory scenarios

                                                         Level 1 support Level 2 support Level 3 travel            Level 3 on-site  User downtime Return client to         Total cost for
                                                         time (average in time (average in (average in             time (average in (average in   support center           response
                                                         minutes)         minutes)         minutes)                minutes)         minutes)      (cost)                   scenario
Remote asset inventory (cost for enterprise-wide remote inventory)                                                                                                                              1

Well-managed Intel vPro/Centrino Pro                                   0                30                     0                    0             0                    0               $28.06
Server-based computing with thin clients                               0                30                     0                    0             0                    0               $28.06
Manual asset inventory (cost per client)                                                                                                                                                        2

Well-managed Intel vPro/Centrino Pro                                   0                 0                     5                    5             0                    0               $12.33
Server-based computing with thin clients                               0                 0                     5                    5             0                    0               $12.33


                                           Annual asset inventory task costs
                                                              Annual per client cost           Annual cost for all 8,000 clients
                                                       Well-managed        Server-based   Well-managed             Server-based
                                                       Intel vPro/         computing with Intel vPro/              computing with
                                                       Centrino Pro        thin clients   Centrino Pro             thin clients
Asset inventory completed remotely                                     $0.28              $0.28         $2,244.80          $2,244.80
Manual asset inventory                                                $19.73             $19.73       $157,824.00       $157,824.00
Total annual costs for Asset inventory tasks                          $20.01             $20.01       $160,068.80       $160,068.80


 Model description
 Patching, support, MAD, compliance, and security all rely on accurate and timely asset inventories. The model tracks costs for two asset inventory scenarios:
 Remote asset inventory
 Manual inventory of systems missed in remote inventory



 Sources
 Measuring the Value of Intel® vPro™ Technology in the Enterprise, Wipro Ltd. (2006).

 Notes on default values
 Clients inventories by asset inventory scenario
 1. The success rate of remote asset inventory values from the Questionnaire tab.
 2. 100 percent minus the values in the previous row. We assume systems that fail remote asset inventory require manual inventory.

 Costs for asset inventory scenarios
 1. Assumes 30 minutes of level 2 (mid-level) staff time to complete an enterprise-wide asset audit using automated management tools. Costs would normally be the same for all three
 platforms.
 2. Assumes 28 minutes desk side for rich clients and 5 minutes for thin. Thin clients are faster to audit because there is less hardware and software desk side to audit. The 28-minute
 estimate is based on data in the Case Studies with Intel vPro Processor technology report. We allow 10 minutes travel time to audit each client. Travel time is low because staff should
 be able to inventory multiple systems per visit.
                                                        Help desk support and services worksheets

    Help desk support and services summary
                                                                                                                 Where to go from here
                (per-client cost)

Well-managed Intel vPro/Centrino Pro               $363.44                       If you want to…                                                              Go to tab
Server-based computing with thin
clients                                            $140.67                       View and print more detailed results summaries                               Summary
                                                                                 Fine tune enterprise description to reflect your corporation                 Questionnaire


                                                                                                                                            Instructions
                                                                                                                                            You can change any of the numbers
                      Software problems resolved by type of response scenario                                                               in the orange-shaded cells. (Gray
                                           Percentage of software problems       Number of software problems                                cells show results of
                                           resolved                              resolved                                                   calculations.)The per-client cost at
                                                                                                                                            the top of the page stays in place as
                                           Well-managed        Server-based      Well-managed         Server-based                          you scroll down this tab so you can
                                           Intel vPro/         computing with    Intel vPro/          computing with                        see how your changes affect
                                           Centrino Pro        thin clients      Centrino Pro         thin clients                          results. View more detailed results
                                                                                                                                            of your changes on the tables on
Problem resolved remotely in first call                                                                                                     the Summary tab.
                                                                                                                        1
                                                       90%                90%             28,080.0           24,480.0
Problem resolved remotely in second call                                                                                                    Notes on assumptions and default
                                                                                                                        2
                                                          6%                8%             1,872.0            2,176.0                       values appear both at the bottom
Problem resolved with one or more desk-                                                                                                     of this tab and in comment fields.
                                                                                                                        3
side visits                                               4%                2%             1,248.0              544.0
Problem resolved with user hardware
swap and return and IT remote reimage
                                                                                                                        4
                                                          0%                0%                  0.0               0.0
Total                                                 100%               100%             31,200.0           27,200.0


                      Hardware problems resolved by type of response scenario
                                           Percentage of hardware problems       Number of hardware problems
                                           resolved                              resolved
                                           Well-managed        Server-based      Well-managed         Server-based
                                           Intel vPro/         computing with    Intel vPro/          computing with
                                           Centrino Pro        thin clients      Centrino Pro         thin clients
Problem resolved remotely in first call
                                                                                                                        1
                                                       15%                15%              2,520.0              720.0
Problem resolved remotely in second call
                                                                                                                        2
                                                       15%                15%              2,520.0              720.0
Problem resolved with one or more desk-
                                                                                                                        3
side visits                                            50%                10%              8,400.0              480.0
Problem resolved with user hardware
swap and return and IT remote reimage
                                                                                                                        4
                                                       20%                60%              3,360.0            2,880.0
Total                                                 100%               100%             16,800.0            4,800.0
                                                           Costs for help desk problem resolution scenarios (per incident)

                                                                                          Desk-side visit      Desk-side visit
                                           First call (level 1       Second call (level   (level 3 support     (level 3 support     Remote reimage                   Cost to return      Total cost for
                                           support staff             2 support staff      staff travel time    staff desk-side      (level 2 support User downtime   client to support   response
                                           time average in           time average in      average in           time average in      staff time average (average in   center and repair   scenario (per
                                           minutes)                  minutes)             minutes)             minutes)             in minutes)        minutes)      there               incident)
Problem resolved remotely in first call                                                                                                                                                                     1



Well-managed Intel vPro/Centrino Pro                             7                    0                    0                    0                               13                 $0              $13.60

Server-based computing with thin clients                         7                    0                    0                    0                               13                 $0              $13.60
Problem resolved remotely in second call                                                                                                                                                                    2



Well-managed Intel vPro/Centrino Pro                        15                        7                    0                    0                               20                 $0              $30.35

Server-based computing with thin clients               15                             7                    0                    0                               20                 $0              $30.35
Problem resolved with one or more desk-side visits (costs per visit)                                                                                                                                        3



Well-managed Intel vPro/Centrino Pro                             6                    0                  50                  28                                 90                 $0             $161.46

Server-based computing with thin clients              6                0                                 50                  19                                 90                 $0             $150.36
Problem resolved with user hardware swap and return and IT remote reimage                                                                                                                                   4



Well-managed Intel vPro/Centrino Pro                             6                    0                    0                    0                60             85               $100             $218.01
Server-based computing with thin clients
                                                                 6                    0                    0                    0                42             80                $90             $187.77


                                Help desk support and services tasks costs
                                                                                                                                    1
                                                   Annual per-client cost                   Annual cost for all 8,000 clients

                                           Well-managed              Server-based         Well-managed         Server-based
                                           Intel vPro/               computing with       Intel vPro/          computing with
                                           Centrino Pro              thin clients         Centrino Pro         thin clients

Problem resolved remotely in first call                $52.02                   $42.84         $416,160.00         $342,720.00

Problem resolved remotely in second call               $16.66                   $10.99         $133,297.20          $87,893.60
Problem resolved with one or more desk-
side visits                                           $203.20                   $19.25       $1,625,579.28         $153,968.64

Problem resolved with user hardware
swap and return and IT remote reimage                  $91.56                   $67.60         $732,513.60         $540,777.60
Total costs for help desk support and
services                                              $363.44                  $140.67       $2,907,550.08       $1,125,359.84


 Model Description
Model Description
The model tracks costs for four help desk and support problem resolution scenarios:
Problem resolved remotely in first call
Problem resolved remotely in second call
Problem resolved with one or more desk-side visits
Problem resolved with user hardware swap and return and IT remote reimage



Sources
Case Studies with Intel® vPro™ processor technology An Analysis of Early Testing of Intel® vPro™ processor technology in Large IT Departments, 2007
(http://www.intel.com/business/casestudies/intel_case_studies.pdf)
Managing Training Rooms with Intel® vPro™ Processor Technology , 2007 (http://www.intel.com/it/pdf/managing-training-rooms-with-intel-vpro-processor-
technology.pdf)

Notes on default values
Software problems resolved by type of response scenario
1. Source: The Case Studies with Intel vPro processor technology report shows 14 percent of software problems receiving a desktop visit.
2. Our estimate of call volume.
3. Our estimate of desk-side visit needs.
4. We assume no software problems require the user to swap the client hardware.

Hardware problems resolved by type of response scenario
1. In a well-managed enterprise, hardware problems usually require only one desktop visit. Additional visits are required if the help desk is unable to poll the client
or in cases when the remote problem diagnosis was incorrect and IT needs to install additional or different parts than originally specified.
2. Our estimate of call volume.
3. Our estimate of desk-side visit needs.
4. We assume some instances where it will be more efficient for the user to swap the client hardware than to wait for repair.

Costs for help desk problem resolution scenarios (per incident)
1. We assume a help desk with three levels of support. First level support staff answer initial call. If they cannot solve the problem quickly, they bump it up to more
technical second level support. If they can't resolve problem, either a desk-side visit is scheduled or the technician walks the client through a hardware swap and the
technician uses management software to install an image on the client.
2. Our estimate of the success rate of 2nd level in solving the problem without needing to schedule a reimage or desk-side visit.
3. Our estimate of desk-side visit costs. The biggest factors in these costs tend to be travel time for support staff and user downtime. The Case Studies with Intel
vPro Technology paper calculates wide ranges for downtime reporting average user downtime, software issue, onsite (minutes) is 19 for vPro clients. Average user
downtime, software issue, remote (minutes) is 18.75 for vPro clients. Average user downtime, hardware issue, onsite (minutes) is 365 for vPro clients. Average user
downtime, hardware issue, remote (minutes) is 995 for vPro clients. We assume our well-managed clients will beat the estimate in this paper.
4. The EDS paper shows 75 minutes for a build for rich clients. The Intel Training white paper estimates 45-60 minutes for a build. Thin clients take less time to build
because they have less software. User downtime includes that time plus time for the initial help desk plus some time to swap the hardware.

Help desk support and services tasks costs
1. Annual costs calculated by multiplying the total cost of the response scenario from the previous table by the sum of the hardware problems resolved and
software problems resolved by this response scenario from the previous two tables. The annual per-client cost figure is the annual cost for all 8,000 clients from the
columns at the right divided by the total number of clients.
                                                                 Move, add, delete (MAD) worksheets


                                                                                                                                       Where to go from here
            Move, add, delete summary (per-client cost)
Well-managed Intel vPro/Centrino Pro                             $79.15                            If you want to…                                                                      Go to tab
Server-based computing with thin clients                         $55.18                            View and print more detailed results summaries                                       Summary
                                                                                                   Fine tune enterprise description to reflect your corporation                         Questionnaire



                                   Costs for remote move, add, delete tasks (per system)                                                                            Instructions
                                                                                                                                                                    You can change any of the numbers
                                                                                                   Deploying
                                                                                                                                                                    in the orange-shaded cells. (Gray cells
                                                     Deployment staff        Additional cost       hardware                                                         show results of calculations.) The per-
                                                     time (average in        per                   (shipping and          Total cost for                            client cost at the top of the page
                                                     minutes)                configuration         handling)              response scenario                         stays in place as you scroll down this
Image loading                                                                                                                                     1                 tab so you can see how your changes
                                                                                                                                                                    affect results. View more detailed
Well-managed Intel vPro/Centrino Pro                                    30                 $7                        $0              $70.72                         results of your changes on the tables
                                                                                                                                                                    on the Summary tab.
Server-based computing with thin clients                                20                 $7                        $0              $58.81
Application loading                                                                                                                               2
                                                                                                                                                                    Notes on assumptions and default
                                                                                                                                                                    values appear both at the bottom of
Well-managed Intel vPro/Centrino Pro                                     0                 $4                        $0              $20.00                         this tab and in comment fields.
Server-based computing with thin clients                                 0                 $4                        $0              $20.00
User-state migration                                                                                                                              3

Well-managed Intel vPro/Centrino Pro                                    15                 $0                        $0              $17.86
Server-based computing with thin clients                                 5                 $0                        $0               $5.95
Installing agents and shipping system                                                                                                             4

Well-managed Intel vPro/Centrino Pro                                     5                 $0                      $40               $45.95
Server-based computing with thin clients                                 0                 $0                      $40               $40.00
Disposal                                                                                                                                          5

Well-managed Intel vPro/Centrino Pro                                    20                 $0                      $40               $63.81
Server-based computing with thin clients                                10                 $0                      $40               $51.91


                                                    Costs for on-site move or add problem resolution (per incident)
                                                     Level 1 support         Level 2 support Level 3 travel               Level 3 on-site         User downtime    Return client to
                                                     time (average in        time (average in (average in                 time (average in        (average in      support center Total cost for
                                                     minutes)                minutes)         minutes)                    minutes)                minutes)         (cost)           response scenario
Problem resolved with one desk-side visit                                                                                                                                                                     1

Well-managed Intel vPro/Centrino Pro                                     0                     0                     90                      40               20                    0               $173.89
Server-based computing with thin clients                                 0                     0                     90                      30               20                    0               $161.56
                        Move, add, delete costs per MAD client
                                                         Well-managed          Server-based
                                                         Intel vPro/           computing with
                                                         Centrino Pro          thin clients
Remote move                                                                                      1
                                                                    $154.53           $124.76
Remote add                                                                                       2
                                                                    $154.53           $124.76
Remote delete                                                                                    3
                                                                     $63.81            $51.91
Desk-side remediation                                                                            4
                                                                    $173.89           $161.56


                                          Annual costs for move, add, delete tasks
                                                                 Annual per client cost         Annual cost for all 8,000 clients
                                                         Well-managed        Server-based   Well-managed        Server-based
                                                         Intel vPro/         computing with Intel vPro/         computing with
                                                         Centrino Pro        thin clients   Centrino Pro        thin clients
Move                                                                                                                                  1
                                                                       $7.90             $6.40        $63,203.12         $51,196.48
Add                                                                                                                                   2
                                                                      $55.30            $38.40       $442,421.84        $307,178.88
Delete                                                                                                                                3
                                                                      $15.95            $10.38       $127,620.00         $83,056.00
Total costs for move, add, delete tasks                                                                                               4
                                                                      $79.15            $55.18       $633,244.96        $441,431.36


 Model description
 The model includes costs for the following move, add, delete (MAD) steps:
 Ordering and deploying hardware (moves and adds)
 Image loading (moves and adds)
 Application loading (moves and adds)
 User state migration (moves and adds)
 Installing agents and shipping system (moves and adds)
 Disposal (deletes)
 IT incurs additional costs if any of these tasks must be done on site.
Sources

Case Studies with Intel® vPro™ processor technology An Analysis of Early Testing of Intel® vPro™ processor technology in Large IT Departments (Intel.com), an analysis of 10 pilot
implementations of the new Intel vPro processor technology based PCs (2007).

Notes on default values
Costs for remote move, add, delete tasks (per system)
1. Our estimate of time to load image remotely. Each additional configuration adds cost.
2. Our estimate of application load time.
3. Our estimate of user-state migration time.
4. Our estimate of costs to set up equipment, install software agents, and ship the system.
5. Our estimate of disposal time and cost to return the equipment to transport the client hardware.

Costs for on-site move, add problem resolution (per incident)
1. Our estimate of the cost of a desk-side visit to repair a move or add problem.

Move, add, delete costs per MAD client
1. Costs from previous table for image loading, application loading, user-state migration, and installing agents and shipping system.
2. Costs from previous table for image loading, application loading, user-state migration, and installing agents and shipping system.
3. Cost of desk-side visit to remediate move, add, delete problems from the Costs for on-site move or add problem resolution.
4. Disposal costs from the costs for remote move, add, delete tasks table.

Annual costs for move, add, delete costs
1 Annual cost for all clients sums the move cost for all moved clients to the remediation costs for failed moves. Annual per client costs divide that cost by the total number of clients. The
Move, Add, Delete details table on the questionnaire tab calculates the number of moved clients.
2. Annual cost for all clients sums the move cost for all added clients to the remediation costs for failed moves. Annual per client costs divide that cost by the total number of clients. The
Move, Add, Delete details table on the Questionnaire tab calculates the number of added clients.
3. Multiplies the per client delete costs by number of deletes (from the Questionnaire tab).
4. Totals the move, add, and delete costs.
                                                                            Compliance worksheets


                                                                                                                             Where to go from here
               Compliance summary (per-client cost)
Well-managed Intel vPro/Centrino Pro                               $12.97                    If you want to…                                                              Go to tab
Server-based computing with thin clients                           $10.63                    View and print more detailed results summaries                               Summary
                                                                                             Fine tune enterprise description to reflect your corporation                 Questionnaire



                                        Clients inventoried by compliance scenario                                                                     Instructions
                                                                                                                                                       You can change any of the numbers
                                                                  Percentage of clients               Number of clients                                in the orange-shaded cells. (Gray
                                                          Well-managed      Server-based     Well-managed Server-based                                 cells show results of calculations).
                                                          Intel vPro/       computing with   Intel vPro/      computing with                           The per-client cost at the top of the
                                                          Centrino Pro                       Centrino Pro                                              page stays in place as you scroll
                                                                            thin clients                      thin clients
                                                                                                                                                       down this tab so you can see how
Compliance audit                                                                                                                    1                  your changes affect results. View
                                                                                                                                                       more detailed results of your
Compliance audit completed remotely                                   98%              98%               7,840              7,840                      changes on the tables on the
Manual compliance audit                                                2%               2%                 160                160                      Summary tab.
Remediation of non-compliant systems                                                                                                2
                                                                                                                                                       Notes on assumptions and default
Automatic remediation of non-compliant system                         90%              90%                 144                 72                      values appear both at the bottom of
                                                                                                                                                       this tab and in comment fields.
Manual remediation of non-compliant system (by IT)                     5%               5%                     8                4
Manual remediation of non-compliant system (by user)                   5%               5%                     8                4

Total (first two columns should each total 100 percent)              100%             100%                 160                 80
                                                                        Costs for compliance scenarios
                                                         Level 1 support Level 2 support Level 3 travel              Level 3 on-site  User downtime       Return client to       Total cost for
                                                         time (average in time (average in (average in               time (average in (average in         support center         response
                                                         minutes)         minutes)         minutes)                  minutes)         minutes)            (cost)                 scenario
Compliance audit completed remotely                                                                                                                                                                 1

Well-managed Intel vPro/Centrino Pro                                    0                 30                     0                    0               0                      0             $28.06
Server-based computing with thin clients                                0                 30                     0                    0               0                      0             $28.06
Manual compliance audit
Well-managed Intel vPro/Centrino Pro                                    0                    0                   5                    5               0                      0             $12.33
Server-based computing with thin clients                                0                    0                   5                    5               0                      0             $12.33
Automatic remediation of non-compliant system
Well-managed Intel vPro/Centrino Pro                                    0                    5                   0                    0               0                      0              $4.68
Server-based computing with thin clients                                0                    5                   0                    0               0                      0              $4.68
Manual remediation of non-compliant system (IT)
Well-managed Intel vPro/Centrino Pro                                    0                    0                  10                10                  0                      0             $24.66
Server-based computing with thin clients                                0                    0                  10                10                  0                      0             $24.66
Manual remediation of non-compliant system (user)
Well-managed Intel vPro/Centrino Pro                                    0                    5                   0                    0           10                         0             $11.48
Server-based computing with thin clients                                0                    5                   0                    0           10                         0             $11.48


                                               Annual compliance task costs
                                                               Annual per-client cost             Annual cost for all 8,000 clients
                                                         Well-managed       Server-based         Well-managed        Server-based
                                                         Intel vPro/        computing with       Intel vPro/         computing with
                                                         Centrino Pro       thin clients         Centrino Pro        thin clients
Compliance audit completed remotely                                 $0.12               $0.12            $982.10             $982.10
Manual compliance audit                                             $8.63               $8.63         $69,048.00          $69,048.00
Automatic remediation of non-compliant system                       $2.95               $1.47         $23,587.20          $11,793.60
Manual remediation of non-compliant system (by IT)
                                                                    $0.86               $0.20          $6,904.80           $1,607.20
Manual remediation of non-compliant system (by user)
                                                                    $0.40               $0.20          $3,214.40           $1,607.20
Total annual costs for asset inventory tasks                       $12.97            $10.63          $103,736.50          $85,038.10


 Model description
 The model tracks costs of remediating non-compliant software or devices. In a well-managed enterprise, IT runs periodic compliance scans to detect non-compliance and then
 implements automated (policy driven) remediation. Scans check for patch, license agreement, software version, image compliance. This model tracks non-compliance incidents and
 three remediation methods:
 Automated remediation
 Manual remediation by IT staff (may require desk-side visit)
 Manual remediation by user (for example, resetting passwords)
Sources
Measuring the Value of Intel® vPro™ Technology in the Enterprise, Wipro Ltd., 2006 (www.Intel.com).

Notes on default values
Clients inventoried by compliance scenario
1. Successful completion rate is equal to the average percentage of clients accessible remotely by management tools on Questionnaire tab. We assume remaining clients require a
manual audit.
2. Remediation of non-compliant systems section estimates the percentage of systems that require each of three types of remediation. IT using management tools can correct most
compliance problems by updating out-of-compliance software, deleting unlicensed software, or other corrective measures. The remaining problems require either the user or IT to fix
the problem desk side.

Costs for compliance scenarios
1. Compliance audit costs are similar to those for asset inventories. The automated audit requires some setup time. Costs are low if remediation costs can be contained.
                                                                        Security worksheets

                        Security summary
                                                                                                                     Where to go from here
                         (per-client cost)
Well-managed Intel vPro/Centrino Pro                    $25.31                        If you want to…                                                           Go to tab
Server-based computing with thin clients                $14.70                        View and print more detailed results summaries                            Summary
                                                                                      Fine tune enterprise description to reflect your corporation              Questionnaire


                                                                                                                                             Instructions
                                  Security Infection penetration (per incident)                                                              You can change any of the numbers
                                                                                                                                             in the orange-shaded cells. (Gray
                                                Well-managed     Server-based   Well-managed              Server-based
                                                                                                                                             cells show results of calculations.)
                                                Intel vPro/      computing with Intel vPro/               computing with                     The per-client cost at the top of the
                                                Centrino Pro     thin clients   Centrino Pro              thin clients                       page stays in place as you scroll
Infection targets                                                                                                                            down this tab so you can see how
                                                                                                                              1              your changes affect results. View
                                                    Percentage of infections           Number of infections (per year)
                                                                                                                                             more detailed results of your
Infections targeting applications or files on                                                                                                changes on th tables on the
                                                                                                                              2
client systems                                             80%                 20%                  8.8                 2.2                  Summary tab.
Percent infections targeting OS and
applications on servers                                    20%                 80%                  2.2                 8.8                  Notes on assumptions and default
                                                                                                                                             values appear both at the bottom of
Client infection response                                                                                                                    this tab and in comment fields.
                                                    Percentage of infections
                                                (each column should total 100%)        Number of infections (per year)
Average percentage of incidents where
infection prevented                                        50%                 50%                 4.40                1.10
Average percentage of incidents where
infection contained                                        45%                 45%                  4.0                 1.0
Average percentage of incidents where
infection not contained                                     5%                  5%                  0.4                 0.1
Total                                                     100%                 100%                 8.8                 2.2
Client infection rate
                                                                                          Number of clients infected
                                                     Percentage of clients                       annually
Clients infected if infection contained
                                                           11%                  5%              3,520.0             400.0
Average percentage of clients infected if
infection not contained                                    20%                  7%                640.0                56.0
Average number of client systems infected
annually                                                                                        4,160.0             456.0
Server infections
                                                                                          Number of clients affected
                                                     Percentage of clients                       annually
Clients experiencing downtime for each
incident                                                    5%                 40%                880.0          28,160.0
                  Client infections resolved by type of response scenario (per client)
                                               Percentage of security incidents          Number of client infections
                                               resolved                                  resolved (per year)
                                               Well-managed        Server-based   Well-managed               Server-based
                                               Intel vPro/         computing with Intel vPro/                computing with
                                               Centrino Pro        thin clients   Centrino Pro               thin clients
Problem resolved remotely by level 1 support
                                                                                                                                    1
staff                                                      80%                 80%                 3,328.0               364.8
Problem resolved remotely by level 2 support
staff                                                       5%                  5%                   208.0                22.8
Problem resolved with one or more desk-side
visits                                                     15%                 15%                   624.0                68.4
Problem resolved with user hardware swap
and return and IT remote reimage
                                                            0%                  0%                     0.0                 0.0
Total (first two columns should total 100%)
                                                          100%                100%                 4,160.0               456.0


                                                         Costs for security problem resolution scenarios (per incident)

                                                                                                                                    Remote
                                                                                         Desk-side visit     Desk-side visit        reimage
                                             Level 1 support       Level 2 support       (level 3 support    (level 3 support       (level 2                                Cost to return
                                             staff time            staff time            staff travel time   staff desk-side        support staff       User downtime       client to support Total cost for
                                             average in            average in            average in          time average in        time average        (average in         center and repair response
                                             minutes)              minutes)              minutes)            minutes)               in minutes)         minutes)            there             scenario
Problem resolved remotely by level 1 support staff                                                                                                                                                               1

Well-managed Intel vPro/Centrino Pro                         10                      0                   0                      0                                   15                     $0           $17.00

Server-based computing with thin clients                     10                      0                   0                      0                                   15                     $0           $17.00
Problem resolved remotely by level 2 support staff

Well-managed Intel vPro/Centrino Pro                         15                   15                     0                      0                                   35                     $0           $48.04

Server-based computing with thin clients                     15                   15                     0                      0                                   35                     $0           $48.04
Problem resolved with one or more desk-side visits
Well-managed Intel vPro/Centrino Pro                           5                     5                  90                  10                                     120                     $0          $212.98

Server-based computing with thin clients                  5               5                             90                  10                                     120                     $0          $212.98
Problem resolved with user hardware swap and return and IT remote reimage
Well-managed Intel vPro/Centrino Pro                         15                      0                   0                      0                   0              120                    $90          $181.80
Server-based computing with thin clients
                                                             15                      0                   0                      0                   0              120                    $90          $181.80
Server patched and repaired (user downtime)
Well-managed Intel vPro/Centrino Pro                           0                     0                   0                      0                   0                   5                  $0            $3.40
Server-based computing with thin clients
                                                               0                     0                   0                      0                   0                   5                  $0            $3.40
                                                    Security costs
                                                       Annual per-client cost     Annual cost for all 8,000 clients
                                                Well-managed Server-based       Well-managed Server-based
                                                Intel vPro/      computing with Intel vPro/       computing with
                                                Centrino Pro     thin clients   Centrino Pro      thin clients
Problem resolved remotely by level 1 support                                                                                 1
                                                            $7.07              $0.78        $56,576.00           $6,201.60
staff
Problem resolved remotely by level 2 support
staff                                                       $1.25              $0.14          $9,992.32          $1,095.31
Problem resolved with one or more desk-side
visits                                                    $16.61               $1.82       $132,899.52         $14,567.83
Problem resolved with user hardware swap
and return and IT remote reimage
                                                            $0.00              $0.00              $0.00              $0.00
Server infection resolved by IT server-side
                                                            $0.37             $11.97          $2,992.00        $95,744.00
Total costs for security support and services
                                                          $25.31              $14.70       $202,459.84        $117,608.74



 Model Description
 The model includes costs of remediating infections and takes into account user downtime caused by server infections.The model tracks costs for five security problem
 resolution scenarios:
 Problem resolved remotely by level 1 staff
 Problem resolved remotely by level 2 staff
 Problem resolved with one or more desk-side visits
 Problem resolved with user hardware swap and return and IT remote reimage
 Server infection resolved by IT server-side



 Sources
 Measuring the Value of Intel® vPro™ Technology in the Enterprise, Wipro Ltd., 2006 (www.Intel.com).

 Notes on default values
 Security infection penetration (per incident)
 1.If the initial calls do not solve the problem, the IT technicians can schedule a deskside visit or arrange for the user to swap the client system with a new system that IT
 then reimages.
 2.Number of infections (per year) calculated by multiplying percentage of infections times number of annual infections from the Questionnaire tab.

 Client infections resolved by type of response scenario (client)
 1.Remote remediation saves on high cost of desk-side visits.

 Security Costs
 1.Calculated based on values in the previous tables and the Security infections table on the Questionnaire tab.

				
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