PRESS RELEASE: Minicom Lowers Operational Costs and Increases Operational Efficiency for Data Centers and Server Rooms

With enhanced version of remote access management solution offering expanded support for PDU and console server vendors, IT managers preserve existing equipment

We are introducing an enhanced version of our remote access management platform, AccessIT™, at Interop Las Vegas 2010, Booth #2729. With AccessIT, a Web-based management solution, IT personnel impose order on the chaos of mixed product environments with fast, secure, and simple remote access.

System crashes in the data center are potentially disastrous given today’s expectations of 24/7 uptime, and short resolution time is essential. AccessIT’s speed makes a significant difference when a server is down. IT managers shave critical seconds off downtime using single sign-on. Mission critical applications are restored quickly, with minimal disruption of workflow. With the inclusion of single sign-on and exclusive mode, users of AccessIT can now enjoy even more peace of mind when it comes to security. IT managers love that they can get the system up and running in hours rather than days or weeks, and that there is a short learning curve for new personnel.

A unique, open platform system, this cost-effective solution saves on IT expenditure by preserving past investments and preventing vendor lock-in. The latest version of AccessIT is an embodiment of Minicom’s Real Needs™ approach. The ability to repurpose power, KVM, and serial equipment rather than replacing it with all new products radically reduces the overall cost of introducing a remote access management system. Companies only buy what they need rather than having to purchase entire packages. By embracing IT products from a wide range of vendors, AccessIT enables organizations to leverage their existing IT equipment, knowledge, and training. Additionally, this open platform system opens up choices: businesses have the freedom of choosing IT infrastructure products and vendors based on value, performance and quality.

IT managers enjoy a “single pane of glass” view of their IT infrastructure and access methods (power, serial, KVM, and software), enabling quick, easy access and control. AccessIT now supports a wide range of vendors of PDUs, such as APC, Black Box, CyberSwitching, Geist, Dell, Eaton, HP, and Server Technology, and a large selection of vendors of console servers, such as Cyclades (Avocent), Digi International, Aten, Perle Systems Limited, and OpenGear.

Visit Minicom at Interop in Las Vegas, Nevada, April 27th through 29th, at Booth #2729.

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If you can't make it to Interop this time, you can still test drive AccessIT via our online demo.

The Case For Remote Access Options For Employees

Tech Republic talks about the advantages of about remote worker initiatives, saying:

“Very few initiatives help IT departments save money while they increase the reach and service of their infrastructure; but a well thought-out remote access strategy can do just that. It can help it give distributed users the access they need to the information and resources they require from wherever they are located, 24 hours a day, 7 days a week. And, if done right, a remote access strategy can reduce the complexity and ongoing security and management headaches that have typically resulted from extending the reach of the network to remote users.”

Amen to that! Minicom’s remote access solutions are living examples of how to reduce IT complexity and management headaches.

But don’t take our word for it – here’s what satisfied users of our solutions have to say:

“Because we are not limited by physical location and can work remotely, this system really helps us reduce our response time. Minicom’s solution maximized our existing KVM infrastructure and investment, adding remote functionality to what we already had.”
Director Li, head of the Technical Department of the Library in Beihang University.

“Minicom’s KVM IP solution is very appealing because I can manage my whole network from my desk. They offered the most cost effective solution with the best technology to simplify management of our network.”
Charlie Maillet, IT engineering and operations specialist for Ohio’s Area Agency on Aging District 7

Still not convinced? More reasons to implement the ability to work remotely (per the article):

“A well thought-out remote access strategy can become a differentiator for an organization, supporting high-level business objectives that deliver strategic value. It can support disaster recovery preparedness, reduce environmental impacts, and create a flexible work environment that gives the organization an improved ability to attract and retain top talent…It is not often you can develop an IT strategy that is able to play defense (save money) and offense (improve reach to boost productivity and business continuity) at the same time. In the face of these myriad benefits, it is worth it for organizations to make the transition to a more strategic and effective remote access strategy to ensure business can be done from anywhere at anytime to maintain or increase their competitive edge.”

See for yourself – try our demo to witness firsthand the benefits of remote access.

Swine Flu = Increased Demand for Secure Remote Access

The H1N1 pandemic is having a direct effect on IT infrastructure decisions.
According to InfoWorld:

“The H1N1 pandemic is pushing companies to upgrade their secure remote access capabilities in order to enable more employees to work out of their homes and other remote locations in an emergency.

Vendors of remote access technologies are reporting an unexpected increase in demand for their products over the past several months as a result of H1N1-related concerns.”

It makes sense, as offices may close if the number of sick employees is too high, or if healthy parents of sick children want to work from home.

Don’t get caught without a plan. The RSA on-demand authentication system described in the article is fine for emergencies, but does not sound ideal, long term.

Minicom has a number of secure remote access solutions, including AccessIT, that can help your company get ready in the unfortunate event that swine flu rears its ugly head.

Managed Service Providers Surveyed

Of all our products that are requested from Managed Service Providers, our KVM IP Gateway PX tops the list. This said the results from a survey of MSP’s done by SMB Nation were something I was waiting for.

Take a look at Harry Brelsford’s Blog SMB Dude for the survey results. Some of the questions asked were:

• What type of managed services are you offering most today?
• Where do you see the most opportunity to build your managed services portfolio?
• How much revenue have you generated from your managed services business?

The results from the survey give some interesting insights to the MSP market.

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Related Material:
Podcast: PX for the managed service provider (3 min)
PX Interactive Online Product Demo
White Paper: Remote Support Using KVM IP Technology

10 Tips For A Quick Business Continuity Plan

While the threat of swine flu is all over the news, there are numerous reasons to have a business continuity plan in case you need to run your business remotely.

I asked a question on some of my LinkedIn Groups to see what IT Managers and CIO’s were doing, if they didn’t already have a business continuity plan in place. While some of the replies were (to say the least) sarcastic, others were very helpful with their advice.

According to a member of the Network World LinkedIn Group that works at Cisco, "they have already been told that they can request to work from home if we have concerns about health risks." He also said that “at Cisco teleworking has always been encouraged and everyone I know already uses the VPN to extend their day and people often work from home, so the infrastructure is already in place”.

Another fellow member of the CIO’s,com LinkedIn Group that works in Mexico City shared his company’s emergency plan. They were forced to send 90% of the staff home and will now work remotely. If you are a small business and you don’t have a business continuity plan yet, you really need one and here are some tips for support remote operations:

1. Business Impact Assessment must be done quickly but only to define vital functions for the company, do not try to do a BIA for entire company at this moment. Have this definition communicated to all IT, Finance, Operations and Sales teams to set clear business priorities.

2. Test the remote operations today, assure the functions defined in point one, can be operated remotely (VPNs, Laptop) [Do not open or change security], Assign an IT team to assure remote access (monitoring, VPNs and leased links administration and applications availability)

3. Set a Help Desk focused to help employees to get a connection to company systems

4. Distribute IT team to support vital operations

5. Set collaboration tools now (chats, remote meeting, soft phones)

6. Write down and publish a communication Network, including names and procedures

7. Call your local sales contact for laptops (will be better if you know how many laptops are available around and delivery times)

8. Identify outside providers that can run some business functions temporarily (distribution, payroll, invoicing, collections, etc) and evaluate cost, viability and timing to deliver and recover the functions

9. Write down and publish the main policies and procedures that will apply in this contingency plan (e.g. no changes in users profiles are allowed, all employees will be able to request a VPN access, when the contingency finishes all access will be revoked)

10. Keep your CEO informed all the time, and request funds and approvals to support the contingency, do the figures to support 1 month of remote operations.

Please add more tips or ideas in the comments and I can update the list.

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Related Material:
Upcoming Webinar: Synnex Presents Minicom's Cost Effective Solutions for Remote Access
White Paper: Remote Support using KVM IP Technology
Webcast: The ABC's of Remote Management

Fear of Swine Flu Prompts Business Continuity Plan

If you are a medium business owner, CIO or IT Manager, what can you do to protect yourself and the company you work for if the swine flu reaches your city or town? In a recent article “Swine flu prompts CIOs to prepare business continuity plans” some practical ideas were brought up about what can be done if you are forced to work from home. Some companies in Southern California are already taking measures to insure business continuity, in case of emergency.

Some of the highlights from the article:

Stephanie Balaouras, a principal analyst at Forrester Research Inc., said CIOs must check the limitations of the remote access technologies available in the organization to prevent what she described as a 'gotcha situation' -- believing the business is more prepared than it really is.

She goes on to say “having a workforce continuity strategy as part of a business continuity strategy and in addition to a disaster recovery strategy is an important investment across the business.” (click to go to full article)

This is good advice, but what if you don’t know where to start? How can Minicom help you be prepared and keep your server room safe and secure?

Take a look at our IP Control, the remote KVM gateway provides access and control of your computers and servers, no matter how distant, via a standard web-browser. It’s compatible with any brand KVM switch and gives you the power to access and reboot downed devices without having to be physically within reach. It’s affordable and ideal for remote support and remote service applications. If your IT Manager needs to work from home, the IP controls’ secure 128-bit SSL encryption insures secure remote access.

Want to try it out? Go to directly to our online product test drive right now. Don't wait, be prepared!

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Related Material:
White Paper: Remote KVM access - Planning your Remote KVM strategy
On-demand Webcast: The ABC's of Remote Management (27 minutes)
Upcoming Webinar: Synnex Presents Minicom's Cost Effective Solutions for Remote Access

Find Where to Buy Minicom Products

PX Saves Valuable Time & Money for IT Outsourcing Company

The Client: A local IT outsourcing company that services approx. 50 clients and until now has used VNC as a remote support software. His client lists includes a dozen or so small branch offices, local non-profit organizations and real estate offices, all local small and medium businesses in the same metropolitan city.

His Problems: He needs to cut overhead by reducing travel costs and valuable time. He would also like to eventually expand his client base to towns farther away.

His Customers Needs: When a computer crashes and can’t be fixed using VNC, there is significant down time before he arrives and fixes it. Also, when a client hires someone new and has a new computer, they need to wait for a technician to come to configure it.

Minicom Solution: He bought 50 PX units and preconfigured them in his lab then sent them to each customer. When there is a problem, instead of sending a technician to fix it he instructs the customer with the problem PC to take the PX from its storage place, plug it in and proceeds with his service. In the past, when a client orders a new computer, instead of using precious time to travel and physically configure it, he instructs them to plug in the PX and he is able to set everything up remotely.

Added Benefit: Not only is the PX plug and play – it’s a simple to explain and simple to use solution. It was particularly attractive to this customer because he was able to choose between USB, PS2 or Serial versions. He was able to support each customer with a PX according to their needs.

If you want to see if the PX is the right remote access solution for you – test drive it and other IP products in our online demo right now!

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Related Material:
White Paper – Remote Support Using KVM IP Technology
Case Study – PX with KVM.net for Centralized Management
Podcast – PX for the Managed Service Provider (3 min)
Product Brochure - PX (pdf)

Branch offices need remote KVM access to survive

It is no longer only large companies that have multiple locations. With the increase in globalization more and more small and medium sized businesses have branch offices and satellite locations. These locations may have a server or two that is critical to its business, but each location can’t afford its own IT person. For one IT person to manage distant IT is nearly impossible without KVM IP access.

As part of their normal service routine, servers and computers must be maintained regularly. This includes: updating anti-virus software, spyware, applications, etc., reconfiguring firewalls, installing updates for your O/S and hardware drives, and the list goes on and on. All these tasks can be performed remotely by using Remote KVM Access.

Remote access reduces expensive travel costs for IT staff to remote locations. With oil prices at record levels, the less staff must travel, the better it is for the bottom line.

Remote KVM IP access has become the standard at the enterprise level and now medium and small sized businesses need it in order to survive.

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Related Material:
Webcast: The ABC's of Remote Management (27 minutes)
White Paper: Remote Support using KVM IP Technology
Case Study: 888.com uses global centralized management system
Article: Reducing Travel Costs with Remote Server Access

Restrict Server Room Access to Increase Security

When staff is allowed in the data center, there is really nothing stopping them from plugging a crash cart into a Windows machine or worse, damaging or stealing equipment. By upgrading analog KVM switches with KVM IP gateways, additional security is provided by the ability to relate user names to their designated servers regardless of changes to their port configuration. Your IT staff’s access to servers and devices can be restricted, especially in branch offices where it might be harder to monitor all server room activity. If you don’t want your UNIX administrator to access Windows machines, you can make sure that does not happen.

Almost all KVM IP switches use SSL security; the same tools used by eBay and most ecommerce businesses. By using KVM IP gateways, you can manage and restrict server room access to secure your data center.

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Related Material:
White Paper: Remote Support using KVM IP Technology
Online Test Drive: KVM IP Access Demo of all products

Case Study: AGH, Poland’s second largest University DX System & IP Control

ABC’s of Remote Management

Once upon a time organizations built redundant infrastructures at remote sites to ensure stability of their IT infrastructure. Now, many organizations turn to IP-based remote management technologies which offer a more cost-efficient centralized IT management solution. These solutions allow remote access to computers/servers to conduct maintenance, service faulty devices or simply reboot frozen operating systems. Today remote server management has become a standard for enterprise class data centers.

More and more, the ability to access servers from outside the server room or office has become increasingly important to small and medium size organizations. Due to shrinking IT staffs and budgets, it is more crucial for these customers to have KVM IP access to their infrastructures.

Why has remote KVM IP access become the standard at the enterprise level and why is it so important to medium and small sized businesses?

To find out watch our latest Webcast “The ABC’s of Remote Management” (Length - 27 minutes)

Speaker: David Zucker, Director of KVM Business Development, Minicom

Talking points:
What is remote management?
The value of KVM Switches
Why use IP KVM?
The Benefits of Real NeedsTM

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Related Material:

White Paper: “Protect Your IT investment with KVM IP Management”
Case Study: AGH University in Poland - one universal system with access and control by 3 or more administrators
Article: “Reducing Travel Costs with Remote Server Access”

Product Spotlight - Smart 2 Buy Switches for Small to Mid-size Businesses

For a number of years, 2 user switches have been the most popular model of KVM in the data center. From the enterprise to the mid-tier to a small company’s server room, two concurrent users is the most commonly requested configuration in the KVM industry. There have been a handful of studies done to understand why 2 user switches are so popular which found that the inherent blocking built in to single user switches is most likely the reason.

In small data rooms like an SMB environment with between 20-30 servers, a multi-user KVM IP switch is a perfect tool for cost effective remote, BIOS level server management, as well as local, at the rack access. The ROC dongles for 2 user switches allow servers to be up to 100’ from the switch with no video resolution distortion. This means more than 1 cabinet or servers/desktops (not in a cabinet) can be connected to the switch and managed effortlessly.

Minicom recently added a couple of 2-user switches to our Smart Family Line, a competitively priced solution for businesses with multiple branch locations. These offices often have several servers and network devices but do not have a full time IT person. Remote BIOS level access provides IT staff at corporate headquarters with a quick, cost effective and simple way to get access to servers and devices in remote offices.

The new Smart 216 IP, also available with 32 ports - Smart 232 IP, enables one local and two remote users, access and control of up to 16 (or 32) servers. In addition, two remote users can operate serial sessions for controlling serial devices such as routers, managed network switches or PDU's.

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Related Resources:

• White Paper: “Remote Support using KVM IP Technology”
• Upcoming Webinar: Remote KVM Management 101, March 24th, 2:00 EST
• NEW Webcast: The Smart 2-User KVM Series
• Free Live Online Demo of all Minicom IP Products

Surviving 2009 With Remote KVM

Guest Post by Rami Sasson, Vice President Sales at Minicom

I came across an article, Data center efficiency critical for surviving 2009 by Matt Stansberry, Executive Editor, Data Center and Virtualization Media, TechTarget. In the article Mr. Stansberry points out that the need for more computing power in the datacenter will continue to increase despite the economic downturn and slashed budgets so companies will have to do more with what they have.

I think this also true for remote KVM. With IT staffs being cut along with all other department head count reductions the need for the IT staff efficiency is paramount. Having the ability to have full remote access to hardware is critical for admins to minimize server downtime but I hear from many companies they don't have the budgets to upgrade to expensive digital KVM switches. This is where the power of Minicom's "Real Needs" approach to KVM solutions grabs their attention. We explain to a corporate CIO they can continue to use their existing KVM switch and simply upgrade it to an IP KVM for a fraction of the cost of putting in a completely new digital KVM.

The IT staff organization must live with the reality that they have to do more with less but that does not mean throwing up their hands in desperation. What do you Really need? Minicom can provide it.

An excerpt of the article:

Data center efficiency critical for surviving 2009
by Matt Stansberry, Executive Editor, Data Center and Virtualization Media, TechTarget

Extending the life of the data center in lean times. Despite the down economy, business demand for data center services continues to increase. And the cost of building data centers has skyrocketed. During boom times, companies would build new data center facilities because they have run out of power and cooling capacity and literally can’t supply more power into the building. But in today’s economic and credit climate, this isn’t a workable solution.

"Take a look around you. What you have now is likely what you are going to have to work with going forward, at least until the economy picks up," said Chuck Goolsbee, a data center executive at Seattle-based hosting firm Digital Forest. "If facility or operations staff have grandiose plans in process, expect them to get scaled back or shelved. Even projects in progress are at risk."

According to Goolsbee, executives aren’t funding data center projects. And even if they were, outside financing in the form of debt would be almost impossible to find.
"Ironically, demand for data center services is not going to change that much," Goolsbee said. "In my 15 years in the business, data center demand has remained on a steady ramp and hardly ever wavered."

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Want to learn more about Remote KVM Access?

Join Minicom for a FREE Webinar Remote Management - 101

Date: March 24, 2009

Time: 2:00 PM EST (Duration 1 hour)

Whether you have 10 servers or 500, learn the basic tools needed to remotely access and manage servers, PCs and devices. You’ll learn the difference between RDP, VNC, ILO and KVM. You’ll understand each tool’s value and about the products that enable you to effectively utilize all of them in an efficient and intuitive manner. If you are an IT salesperson or consultant looking to get a better understanding of the most commonly used tools and terminology that your customers utilize or an IT professional looking for a solution to a disjointed remote management strategy, this webinar is for you.

If you cannot make the live webinar, all of our podcasts and archived webinars are available at the Minicom Media Club.

Mission Impossible – Destroy Data on a Stolen Laptop

When you work remotely or have the need to access and manage a server over IP, you will most likely be using a company laptop. What happens when you loose or misplace your laptop that has privileged or top secret information? It doesn’t matter who you are, if you ever lost your laptop or had it stolen you know the uneasy feeling of having someone finding it and looking at all your data.

Lenevos came out with a new feature that allows you to just send an SMS to it and everything self destructs. This is an ingenious invention. No doubt, someone came up with the idea after having their own laptop stolen or lost with top secret data on it. With all the fears of identity theft, even if it’s not for a corporate computer, I would want one for my personal use – there is way too much information on there.

Read the eWeek article with the new “Constant Secure Remote Disable” feature by Lenovos that will be available on certain ThinkPad notebooks equipped with mobile broadband.

Minicom Article: KVM IP Management for Today’s IT Budget

Add-On Technology that Maximizes Your IT Installed Base

By Kenneth Dukofsky, Marketing Communications Manager of Minicom Advanced Systems

The numerous benefits of remote KVM IP access and management have made them the new must have technologies for IT managers. With KVM IP, companies can perform remote maintenance, increase response times, reduce downtime, slash travel costs and increase security. Unfortunately many remote access and management solutions are too costly for SMB’s. Much of their high costs derive from the contemporary “Rip and Replace” approach.

With over 60% of KVM switches in server rooms analog-based, IT administrators have a heavy investment in their current KVM systems. But when it comes to adding KVM IP access, most KVM manufacturers advocate replacing everything. In order to add KVM IP access to your server environment these companies make you completely remove your perfectly functioning analog KVM switches and replace them with their KVM switches with built-in IP technology. This makes their solutions very costly as you are paying for the KVM switch component twice, once for the analog KVM switch that you are throwing away and once for the new one.

An alternative approach allows companies to upgrade their existing analog switches; transforming them into IP enabled KVM switches. This is achieved by simply adding a technology layer on top of the legacy KVM systems, safeguarding the company investment. This cost effective solution, where you buy only what you need, costs less than half the price of competing systems. This approach saves time and money without sacrificing functionality providing a cost effective solution to KVM IP access. Minicom Advanced Systems calls this the Real Needs ™ approach.

The Real Needs approach is an affordable way to add KVM IP access that makes more sense for the end user. All companies really need to remotely control IT devices is a KVM IP gateway and a management system that is third party KVM switch compatible. There is simply no need to replace analog KVM switches. With the Real Needs approach companies upgrade to IP access and management for half the price of conventional methods saving tens of thousands of dollars in the process.

The Real Needs approach also slashes installation costs. IT managers have spent months building the perfect server racks and years laying wires all over their building. The thought of ripping up thousands of meters/feet of wire and laying brand new ones is a nightmare. Instead of destroying everything they have built up over the years and starting all over from zero, they can keep everything in place. With the Real Needs approach they simply add an additional technology layer on top of the existing systems. Not only do IT managers save themselves many hours of work, they also eliminate critical downtime for their company in the process.

Click here to read more about add-on technology that maximizes your IT installed base in Minicom’s new white paper
“KVM IP Management for Today’s IT Budget”.


Please visit our website for free informative resources such as white papers, case studies, podcasts and webinars on the subjects of KVM and Digital Signage.

The writer, Kenneth Dukofsky, is the Marketing Communications Manager of Minicom Advanced Systems. Minicom manufactures KVM server and computer management solutions that facilitate the control of the enterprise and corporate IT environments. Additionally, Minicom is an innovative manufacturer of distribution and extension solutions that provide the Digital Signage Last Mile™ player-to-screens stage of connectivity for Digital Signage systems. Minicom is an Intel Capital portfolio company and was named a Deloitte Technology Fast 500 company. Founded in 1988 Minicom has an international presence in over 70 countries, with headquarters in Israel and regional offices in North America and Europe.

Reducing Travel Costs with Remote Server Access

In the current recession and with the recent steep climb in oil prices, companies are looking for ways to reduce their travel expenses. Travel also causes damage to the environment. A single passenger flying business class from New York to London will cause the emission of 3.5 tons of CO2 increasing the amount of greenhouse gasses responsible for global warming.

Due to the high cost of travel, many IT professionals are forced to limit both maintenance and repair efforts to a few scheduled onsite visits. Important work may be left undone for days or weeks. If the problem requires specialized hardware or software, work can be delayed even further – whether the visit is across the city or across the world.

There is however a way to keep IT assets running smoothly by remotely maintaining your computers via remote access. Instead of hopping into a car or plane to maintain or fix remote computers, IT staff can access the computers and work on them from the comfort of their own office, saving their company thousands of dollars in the process.

Taking it to the next level, using a KVM IP hardware solution allows accessing your servers at the deeper BIOS level, something software solutions are unable to accomplish. Remote access uses digital access to (keyboard, video, mouse) KVM switches via the TCP/IP (internet) protocol in order to allow administrators to manage systems from anywhere in the world.

This KVM access enables a number of unique missions to be performed of which remote software solutions are incapable, such as: booting from another hard disk if the main hard disk is broken; bypassing faulty hardware components; entering the Windows recovery console; entering ‘safe mode’ without networking; reconfiguring low level drivers; remotely booting to another operating system (dual boot); recovering and restoring the hard drive from a previous image etc.

According to an Intel Corporation study on trouble tickets and spending[1], approximately 5 percent of technical desktop computer-related support incidents represent slightly over 50 percent of total support costs, largely due to the costs of labor and travel. Certainly, any way to cut the cost of remote diagnosis/service—even just one of every four or five incidents—can mean significant budget savings, as well as returning users to business as usual.

Supportindustry.com reports that most IT help desk managers surveyed said that having instant access to accurate diagnostic information would make it faster (66 percent) and easier (62 percent) to resolve problems[2].

Due to spiraling travel costs, remote IT access has evolved from a luxury into a necessity. IT managers can simply no longer afford to be without it. Using remote access solutions, your computers and intelligent devices can be monitored and maintained from anywhere in the world. Problems can thereby be diagnosed more accurately and fixed in less time and at lower cost. Please visit our website for free informative resources such as white papers, case studies, podcasts and webinars on the subjects of KVM and Digital Signage.

By Kenneth Dukofsky, Marketing Communications Manager of Minicom Advanced Systems

The writer Kenneth Dukofsky is the Marketing Communications Manager of Minicom Advanced Systems. Minicom manufactures KVM server and computer management solutions that facilitate the control of the enterprise and corporate IT environments. Additionally, Minicom is an innovative manufacturer of distribution and extension solutions that provide the Digital Signage Last Mile™ player-to-screens stage of connectivity for Digital Signage systems. Minicom is an Intel Capital portfolio company and was named a Deloitte Technology Fast 500 company. Founded in 1988 Minicom has an international presence in over 70 countries, with headquarters in Israel and regional offices in North America and Europe.

[1] Intel IT Trouble Tickets & Spending, Intel Corp., 2003
[2] 66% of IT Help Desk Managers Not Completely Satisfied with Help Desk Technology Investment, Reports SupportSoft