Using Intel vPro Technology with a Centralized IT Support Portal

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Using Intel vPro Technology with a Centralized IT Support Portal
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IT Best Practices: Intel IT has built a web-based IT support portal to improve efficiency and effectiveness of our IT support agents. This portal integrates more than 20 tools and data sources, enabling support agents to quickly resolve a reported problem as well as proactively identify a variety of known problems and fix them before they negatively affect the IT customers’ productivity.

Based on an agile development methodology, the portal provides dynamic, adjusted content representing Intel IT’s constantly changing computing environment. The support portal’s integration of Intel vPro technology features helps reduce costly desk-side visits while meeting IT customers’ growing expectation for remote support.

Preliminary data suggests that the portal can significantly improve IT support at Intel. For example, the portal has reduced the time it takes to obtain device information from 5 minutes to 30-60 seconds. During 2013, the portal was accessed over 200,000 times by our support agents; this represents hundreds of support hours saved during the year.


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