matthew kohut july 20, 2011 thinkpad tablet services customer presentation

Matthew Kohut

July 20, 2011

ThinkPad Tablet ServicesCustomer Presentation

2 © 2011 Lenovo. All rights reserved.��

Target Groups for This PresentationCIO IT Directors

• Lives in the world of business, not IT• Oversees a complex portfolio of ERP, CRM, hardware,

communications – no time for details• Wants predictable budgets• Use terms like “availability” and “resource utilization”• Corporate security a key concern (stay out of the news)

• Worried about deploying tablets effect on budget• Worried about SLAs and roll out schedule• Juggling other initiatives and projects and need to integrate

with those• Multiple devices (phones, PCs, VoIP, tablets, thin clients, …)• Incentive to protect turf and headcount• Want a moderate amount of technical detail• Tracking assets a headache• Metrics include help desk, SLAs, budget• May be invested in status quo and software tools

Procurement Technical Staff

• Measured on savings and up front cost• Want little to zero technical detail• Unique capabilities of a vendor’s offering may be used to

include or exclude a vendor• Want information on ordering and invoicing capability –

ordering process and integration with buying tools• An easy process keeps them happy

• Very tech savvy – want lots of detail• Want to talk specs• Will be supporting devices for end users. Need assurance

that they will have an easy process to get information from vendor

• Fan boy mentality may be present and find an excuse to prevent a solution from entering their environment

• Wanted to be looked at and treated as professionals with their opinions respected


Tablet Deployments Face Uncertainty

How will you make this device business ready?

How will you keep your network secure?

How will you manage the potential for spiraling costs?

How will you manage a new operating system in your environment?

How will you deploy these to your end users in a timely manner?


Lenovo Services Make Tablets Ready for Business

No compromise hardware with pen input combines best of consumer and commercial capabilities Lenovo Warranty Upgrades give tablets the same protection as other computing devices

Increased security for peace of mind Lenovo Asset Tagging Services track and manage corporate assets

Military Grade Build QualityThinkPad Tablet Protection keeps accidental damage from spiraling company costs

Android and Lenovo App Shop add new capabilities to business environments Lenovo Priority Support adds an extended help desk team without the associated payroll costs

Enterprise grade management and deployment capabilityLenovo Factory Imaging Services make end users immediately productive and keep company networks secure

Lower Costs Enhance Capabilities Improve Security


Lenovo Customer Challenge

I just bought 1000 Lenovo ThinkPad Tablets. How do I get them all set up for my users without unboxing and touching each one?

Answer: › Lenovo Imaging Technology Center Factory

Configuration Services


• Installing an image on Android is like installing new firmware on a hard drive– There is no Windows install, bare metal deployment, or Ghost – existing customer processes

won’t work– Flashing or writing your own image voids the system warranty – you must use the tools on the

tablet preload to load your changes and apps

• Customers add corporate custom applications & approved 3rd party apps through:– Lenovo ITC preload of your custom image– Lenovo Corporate App Store (Customer managed portal)

• Lenovo’s ITC is a unique differentiator in the tablet market

Android Tablets Are Not Deployed Like Windows Machines


Android Expertise is Increasingly Expensive

Can you afford to hire more resources than you need to?

http://www.indeed.com/salary/q-Android-Developer-l-San-Francisco,-CA.html


Lenovo Imaging ServicesImage Creation

Image Management

Image Deployment

QinetiQ saved on the labor time and costs that are typically required during initial rollout by not having to oversee the imaging process in-house. Also, the Lenovo delivery method met our high-security needs." - VP, Information Technology QinetiQ, United Kingdom

"With the Lenovo Imaging Services, students' systems were personalized during the first boot-up. And the Rescue & Recovery tool also proved critical on the first day of the laptop rollout, when numerous systems had to be re-imaged." - IT Manager Davies County Public Schools, KY

✔

Single Stage, Configuration Center Image

Time Efficiency via “Shift Left” Strategy

Reduced “Hands-on” Staff Support

Simplification of Image Maintenance

Testing and Validation Prior to Deployment

Proactive Problem Resolution

Gartner Report 3 August 2008 ID Number: G00149793


Lenovo Imaging Services – Shift Left Strategy

Manual Onsite Processes

Factory Services

Zero Touch

3+ HoursVery SkilledLong Attended & Unattended

5 MinutesVery Low SkillNo Attended No Unattended

1+ HoursHigh SkilledModerate Attended & Unattended

1234567 1 2 3 4 5 6 7 80 0

Shift Left

Compress“Squeeze”

Out of box consumer preload

Standard CustomerTablet “Image” Load

Lenovo Tablet Imaging & Application

Customization

Efficien

cy

Time/Effort/Costs

Imaging Services


Lenovo’s Tablet Factory Imaging Service Advantages

Experience Time is MoneyProductivity and Security

• 3,000+ Customers, 8 million images

• Dedicated engineer per account

• Direct link to Google Developers

• Android and Windows expertise on the same team

• Android Developers are Expensive

• Deployment time takes away from end user productivity time and Developer app creation time

• Your security settings are enabled right out of the box – BEFORE an end user can compromise them

• End user self-deployment reduces consistency and increases support costs

• Lenovo engineers have extensive experience getting Windows and Android to sync


Lenovo Imaging Services Reduce Deployment CostsAssumptions

Customer Manual Load and Configuration

Lenovo ITC Imaging Services with Asset Tagging

# of Machines in Pilot 1,000 Salary for each Customer On-Staff Android Expert $125,000Number of Android Experts Needed by Customer 5 2Customer "Image" Development and Testing (Months) 3Minutes to Configure Per Machine 30 0Minutes of Box/Rebox Time at End Customer Configuration Center 5 0Minutes to Tag Asset and Enter into Company Database 2 0Productive Working Hours Per Day 8 8Lenovo ITC Imaging Services Create and Load Image (Per Machine) $25Lenovo Custom Asset Tagging $10Customer Self-Generated and Provided Asset Tag $5

Results"Image" Development Hours 520 52"Image" Development Cost $31,250 $3,125Asset Tagging Cost $5,000 $10,000

Deployment Minutes per Machine 37 0Machines Deployable per Day 64.9 1,000 Days To Deploy Pilot 15 1Cost to Deploy Pilot 73,310$ 38,125$

Note: Embedded spreadsheet. Double click to modify and see assumptions.


Lost and Stolen Computers are Common 329 public and private organizations were studied for one year

Collectively lost $2.1B in data, hardware and productivity Tablets are especially vulnerable

Three most common places that computers are lost Their own offices and homes Hotels Transportation (48%)

Up to 12,000 each week in US airports

5% are recovered

Source:

December 2010

Factory asset tagging keeps asset losses to a minimum.


Lenovo Asset Tagging• Benefits

– Foundation of a strong asset management program

• Lenovo provided list of serial numbers

• Assets are under management from day one

• Optional barcodes allow for very quick and accurate tracking

• Saves time and reduces loss or theft of valuable technology assets

• Capabilities– High quality, professional, flexible asset tag

– Variable location and size

– Customer specified unique asset tag number ranges


Tablets Introduce Business Risk Unless Hardened

Out of the box, a new tablet:• Has all of its ports activated• Does not encrypt its SD slot• Does not have password complexity

requirements• Allows any Android App to be installed

and run• Will not sync to a PC• Cannot connect securely to your network• Does not meet HIPPA or any data privacy

standards

• Has none of your company’s Apps

• Uses Lenovo default wallpaper

• Is a generic consumer device

Tablets need considerable customization before they are ready for business use


Default Android Security is Insecure for Enterprises

Lookout Security warns on Android Market lookalike malware site…the Android browser directs the user to a fake Android Market web site.

A majority of users are simply not technically equipped to make these security decisions…

Top 10 Android Security Risks…Flimsy passwords…AWOL devices…naked data…lack

of security and control


Securing Tablets Requires Different Skills and Tools

Manage Config, not Security

• Enable/Disable ports and features

• Setup VPN or Active Directory access

• No discovery, inventory, or remote wipe capabilities

• Enabled through Lenovo Configuration Profile Handler on ThinkPad Tablet

XML

Manage Security, Not Config

• Great for security policies and remote inventory/wipe

• Not good for basic config like VPN, wireless

• Not for deploying apps• SCCM 2012 will offer more, but

will not be in use for at least 1 year

Manage Config and Secure

• Configuration, including security settings

• Discovery/Inventory• Integrates with Exchange

Server for discovery, inventory, and wipe

• Uses LANDesk for configuration


Lenovo Priority Support for TabletLenovo Priority Support

Provides Direct Access Via Special Hotline to Level 2 TechniciansChoose Enterprise-wide or Role Based Support (IT/Help Desk Support)

Designed to:Provided 24x7 Support without Adding HeadcountSave Your Team Time By Bypassing “Basic” Support

Provides Accelerated/Advanced Break/Fix Phone Support

Formal Escalation Process to Level 3 (Engineering) if needed

Web-Based Tracking of Issues and Resolutions

Access to Critical Situation Support Process Technical Solution Manager is assigned to provide end-to-end

resolution

Direct access to system engineers and design teams

Problem recreation via remote or on-site visits

Proactive parts replacement


“Lenovo's call center service was one of the best we encountered.” Laptop Magazine

#1 Service & SupportNotebooks & DesktopsPC Magazine21st Annual Reader Survey

Lenovo Delivers Technical Support Excellence

#1 Service & SupportNote1 Service books & DesktopsTechnology Business Research

CCID Service Award 11 Consecutive Times (1998-2008)

#1 After Service Ranking of all PC MakersNikkei News; Nikkei Industry News

#1 in Desktop Customer Service IDC-Dataquest, India2008 CIO Survey


Leasing – Ideal Solution for Tablet Pilots RESELLER

LENOVO

FINANCIAL

SERVICES

END USER

End User Financing

Deploying a 1000 seat tablet pilot will add $600,000+ in hardware and associated direct costs to existing budgets.

Tablet Leasing Through Lenovo Financial Services:• Conserves working capital – turns capital into expense• Can turn a tablet pilot into a lifecycle-managed project – bundle hardware,

imaging, damage protection, and enhanced support into a predictable fixed per seat price

• Dedicated Global teams, process, and capabilities• Tablet technology changes rapidly. Leasing can help your customer keep current

as technology evolves.

A possible safety valve for companies deciding tablet deployment is not for them

matthew kohut july 20, 2011 thinkpad tablet services customer presentation

Documents

lenovo services

lenovo thinkpad tablets

lenovo customer challenge

lenovo itc preload

lenovo app shop

tablet preload

tablet market android

spiraling costs