The current pandemic has triggered “new age remote working”, or, as the industry refers — the “hybrid work era”. As a result, most employees receive the flexibility of working from the location of their choice, whether office, home, or even an exotic location of their personal preference.
This huge shift calls for digital workspace providers to take the workspace to where the users are, while maintaining the basic principles of operations such as ‘system stability’ and ‘system performance’ without compromising its security perimeters and ease of operations.
Remote working challenges
In the ambit of remote working, some of the challenges that the digital workspace providers need to tackle and overcome are:
Field-support and device dispatches: With stringent restrictions in place, IT organizations need to rethink the legacy service systems of “hands and feet support” and device dispatches.
Adverse user experience: Delays in dispatches prolongs the mean time to resolution, which adversely impact user productivity and user experience.
Lack of adequate remote control solutions: Non-availability of a remote management solution that can help administrators to remotely troubleshoot / isolate a problem beneath the OS layer is a major challenge.
Is there a solution that can minimize hardware breakdowns and contribute to systems stability and system performance? Even if there is a break-down, can the problem be fixed remotely?
Leveraging technology to adapt to new work needs
As we step into hybrid work era and as remote work rapidly scales up, there is a strong need for enabling an innovative way of providing remote field support.
As we adapt to the post-pandemic working models, IT enterprises’ focus should be to provide an integrated and stable workplace with out-of-band remote management capability and yet, be cost-effective. All these should be provided without compromising systems security and system performance, leading to enhanced digital employee experience.
Leveraging a combination of in-band and out-of-band management capability holds the key to effective remote field support. With in-band management, the remote session can be established over the OS Layer, that requires the device to be powered on and the user to be signed-in to the device.
In contrast, out-of-band management establishes a remote session at the bios level leveraging TLS (Transport Layer Security) communication. Out-of-band management is provided below the OS layer, runs on the hardware level, and does not require the device to be powered on.
Wipro TruRemote is powered by Intel vPro®™Platform, which offers an integrated and stable platform that minimizes system disruptions at the thermal, electrical and mechanical level contributing to system uptime and user productivity. This platform also provides better performance and security against evolving threats.
Integrated out-of-band remote management services complement and enhance traditional remote management tools and benefit the user by:
How Wipro + Intel® collaboration leverages transformative technology
Wipro TruRemote powered by Intel vPro Platform is integrated with Wipro Live Workspace®, an offering built using a combination of technology, tools and services; this new addition to Wipro Live Workspace® enhances its remote field support in these unusual times.
The Intel vPro® platform, featuring the modern manageability tools of Intel® Active Management Technology, makes it easy for IT to support worker productivity. And now, the Intel® Endpoint Management Assistant (Intel® EMA) tool lets IT remotely and securely manage devices, inside and outside the firewall, over the cloud.
This platform is a system-on-a-chip solution available with all Intel® Core™ i5 vPro®, Intel® Core™ i7 vPro® and Intel® Xeon® processors, that run on Windows operating systems.
Intel AMT enables Wipro to manage and troubleshoot personal computers and laptops based on the Intel vPro platform. It is used in combination with Intel® processors and network controllers and is a key component in the “hardware-enhanced” manageability and security strategy.
With Intel AMT technology, Wipro provides remote diagnostics, remote troubleshooting and maintenance activities, image management, and cost reduction.
Wrapping up
COVID-19 has necessitated changes that are here to stay. Regardless of when the pandemic subsides, we are likely to witness significant increase in remote working than ever before. So a combination of in-band and out of band remote management solutions are necessary in reducing MTTR, which will significantly contribute to improved user experience and user productivity.
For more details on in-band and out-of- band remote management solutions from Wipro and Intel, connect with us.
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Lakshmi Narasimhan
Practice Director – Digital Workplace services, CIS, Wipro- iCORE
Lakshmi has two decades of experience in Business development, pre-sales, Consulting and Program Management in the IT Infrastructure services domain. For the practice, he currently leads engagements with existing client relationships. Primary focus of his role is to work with the larger stakeholder teams to ensure that our clients get the value of the larger DWP practice. He also owns the Wipro TruRemote offering while helping customers across industries with “out of band” remote management solutions. This offering is also integrated as part of the larger DWP offerings – Live WorkSpace™ and WaaS360.
