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Intel Delivers Help Desk Breakthrough with LANDesk® Support Center

New Product Unites Desktop Management Tools and Support Service Technologies to Improve Service, Reduce Costs

NEW YORK, September 24, 1996 -- Intel Corporation today introduced LANDesk® Support Center, a new software product that enables help desk analysts to rapidly solve PC problems from a remote location. This help desk breakthrough unites Intel’s expertise in remote control and desktop PC management with the ability to quickly track, diagnose and correct end user support problems. LANDesk Support Center’s integration provides companies a new weapon in the ongoing effort to reduce the total cost of business computing.

Intel is introducing LANDesk Support Center at Wired for Management, the Intel Business Computing Forum being held today at Madison Square Garden.

LANDesk Support Center enables a new, lower-cost network support model. The product’s built-in knowledge base technology and integrated desktop management tools enable first-line support analysts to be highly responsive to service requests, thereby increasing first-call resolution rates, support organization productivity and customer satisfaction.

“As companies deploy high-performance connected PCs to maintain their competitive advantage, the industry is challenged to manage and reduce the resulting support costs,” said Frank Gill, executive vice president of Intel’s Internet and Communications Group. “LANDesk Support Center is a powerful breakthrough in the effort to centrally manage and reduce PC support costs without compromising the value of adaptable high performance systems.”

Integrated Technologies Reduce Support Costs

When a PC user submits a request for service -- by telephone or using a common Web browser LANDesk Support Center links that user’s PC with a trouble ticket that electronically records the request and forwards it to an appropriate support analyst. Because of the product’s breakthrough integration, support analysts can then immediately conduct desktop management functions such as remote control or inventory right from the trouble ticket.

Unique activation links between desktop management tools and LANDesk Support Center’s integrated knowledge base enable support analysts to diagnose questions and resolve problems more efficiently, usually at the first call. If a problem can’t be resolved at the first level and must be escalated to a higher level of expertise, all of the cumulative diagnostic and service information related to the problem stays associated with the trouble ticket through resolution.

LANDesk Support Center includes both a knowledge engine and knowledge base in the core product with seamless and effective integration. LANDesk Support Center integrates the Inference Corp. CasePoint* search engine, Oracle7* Workgroup Server database software and Intel’s LANDesk Alert Management System (AMS). LANDesk Support Center can provide a complete problem-resolution solution for small to mid-size support organizations and will complement existing enterprise help desk platforms for larger organizations. Intel plans integration with the leading enterprise help desk providers through its work on industry proposed standards for trouble ticket and knowledge base technology.

These benefits are aided significantly by the product’s ability to extract critical information from desktops instrumented with management software. LANDesk Support Center will draw information from LANDesk Management Suite, LANDesk Workgroup Manager, and LANDesk Server Manager Pro.

LANDesk Support Center reflects Intel’s leadership in fostering and implementing industry standards. The product takes advantage of the Desktop Management Interface (DMI) and common Internet technologies; it will incorporate the trouble ticket and knowledge formats standards being developed by the Desktop Management Task Force; and it will benefit from the Web-Based Enterprise Management standards effort under way.

Intel will demonstrate LANDesk Support Center today at Wired for Management, Intel’s Business Computing Forum in New York. For more information about the forum please visit the event site on the World Wide Web at URL http://www.intel.com/sept24.

Pricing and Availability

Beginning as early as September 30, current customers of LANDesk Management Suite and LANDesk Workgroup Manager can purchase LANDesk Support Center for prices between $2,500 and $3,000 (U.S. suggested list) per console depending on quantities. Customers seeking to introduce LANDesk management capability in their workgroups along with the support consoles can purchase a package of one console and 100 managed nodes for $8,700, or 10 consoles and 1,000 managed nodes for $70,000. All Intel networking products are available from Intel’s network of distributors and value-added resellers. Information on these and other Intel network products is available at 800-538-3373 for U.S. and Canadian customers; at (44) 1-793-431-155 for European customers; or at 503-264-7354 for other international customers.

Intel, the world's largest chip maker, is also a leading manufacturer of personal computer, networking and communications products. Through innovative technologies, Intel is committed to advancing the connected PC for high-performance business computing while reducing management and support costs. Information about Intel is available from the company's site on the World Wide Web at URL http://www.intel.com/pressroom.

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