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ThinkPad Tablet Services
Customer Presentation
Matthew Kohut
July 20, 2011
Target Groups for This Presentation
CIO
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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)
IT Directors
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Procurement
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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
Technical Staff
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© 2011 Lenovo. All rights reserved.
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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
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 manage
the potential for
spiraling costs?
How will you keep your
network secure?
How will you manage a
new operating system
in your environment?
How will you make this
device business ready?
How will you deploy these to your end users
in a timely manner?
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© 2011 Lenovo. All rights reserved.
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Lenovo Services Make Tablets Ready for Business
Lower Costs
Military Grade Build Quality
ThinkPad Tablet Protection
keeps accidental damage from
spiraling company costs
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© 2011 Lenovo. All rights reserved.
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Enhance Capabilities
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
Improve Security
Increased security for peace
of mind
Lenovo Asset Tagging Services
track and manage corporate assets
Android and Lenovo App Shop
add new capabilities to
business environments
Enterprise grade
management and deployment
capability
Lenovo Priority Support adds an
extended help desk team without the
associated payroll costs
Lenovo Factory Imaging Services
make end users immediately
productive and keep company
networks secure
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
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© 2011 Lenovo. All rights reserved.
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Android Tablets Are Not Deployed Like Windows Machines
• 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
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© 2011 Lenovo. All rights reserved.
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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
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© 2011 Lenovo. All rights reserved.
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Lenovo Imaging Services
Image
Creation
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 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
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 reimaged."
- IT Manager
Davies County Public Schools, KY
Gartner Report 3 August 2008 ID Number: G00149793
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© 2011 Lenovo. All rights reserved.
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Lenovo Imaging Services – Shift Left Strategy
Compress
Shift Left
“Squeeze”
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Imaging Services
Standard Customer
Tablet “Image” Load
Out of box
consumer preload
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Efficiency
Lenovo Tablet
Imaging &
Application
Customization
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Zero
Touch
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© 2011 Lenovo. All rights reserved.
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5 Minutes
Very Low Skill
No Attended
No Unattended
Factory Services
1+ Hours
High Skilled
Moderate Attended
& Unattended
Manual Onsite Processes
Time/Effort/Costs
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3+ Hours
Very Skilled
Long Attended
& Unattended
Lenovo’s Tablet Factory Imaging Service Advantages
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Experience
Time is Money
• 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
© 2011 Lenovo. All rights reserved.
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Productivity
and Security
• 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 Costs
Assumptions
# of Machines in Pilot
Salary for each Customer On-Staff Android Expert
Number of Android Experts Needed by Customer
Customer "Image" Development and Testing (Months)
Minutes to Configure Per Machine
Minutes of Box/Rebox Time at End Customer Configuration Center
Minutes to Tag Asset and Enter into Company Database
Productive Working Hours Per Day
Lenovo ITC Imaging Services Create and Load Image (Per Machine)
Lenovo Custom Asset Tagging
Customer Self-Generated and Provided Asset Tag
Customer Manual Load Lenovo ITC Imaging Services
and Configuration
with Asset Tagging
1,000
$125,000
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30
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$25
$10
$5
Results
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"Image" Development Hours
"Image" Development Cost
Asset Tagging Cost
520
$31,250
$5,000
52
$3,125
$10,000
Deployment Minutes per Machine
Machines Deployable per Day
Days To Deploy Pilot
Cost to Deploy Pilot
37
64.9
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73,310 $
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1,000
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38,125
© 2011 Lenovo. All rights reserved.
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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
Factory asset tagging keeps asset losses to a minimum.
Source:
December 2010
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© 2011 Lenovo. All rights reserved.
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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
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© 2011 Lenovo. All rights reserved.
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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
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© 2011 Lenovo. All rights reserved.
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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
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© 2011 Lenovo. All rights reserved.
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Securing Tablets Requires Different Skills and Tools
XML
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Manage Config, not Security
Manage Security, Not Config
Manage Config and Secure
• 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
• 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
• Configuration, including
security settings
• Discovery/Inventory
• Integrates with Exchange
Server for discovery,
inventory, and wipe
• Uses LANDesk for
configuration
© 2011 Lenovo. All rights reserved.
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Lenovo Priority Support for Tablet
Lenovo Priority Support
Provides Direct Access Via Special Hotline to Level 2 Technicians
Choose Enterprise-wide or Role Based Support (IT/Help Desk Support)
Designed to:
Provided 24x7 Support without Adding Headcount
Save 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
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© 2011 Lenovo. All rights reserved.
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Lenovo Delivers Technical Support Excellence
#1 Service & Support
Note1 Service books & Desktops
Technology Business Research
#1 in Desktop Customer Service
IDC-Dataquest, India
2008 CIO Survey
#1 After Service Ranking
of all PC Makers
Nikkei News; Nikkei Industry News
#1 Service & Support
Notebooks & Desktops
PC Magazine
21st Annual Reader Survey
“Lenovo's call center service was one
of the best we encountered.”
Laptop Magazine
CCID Service Award 11 Consecutive Times (1998-2008)
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© 2011 Lenovo. All rights reserved.
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End User Financing
Leasing – Ideal Solution for Tablet Pilots
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
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© 2011 Lenovo. All rights reserved.
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