Consumer On-line Technical Service - would you sign-up for such a service?

By Jeff Kataoka (Intel) (18 posts) on June 24, 2009 at 2:38 pm

Whenever I have a problem with my home personal computer, I always wish I could just call an on-line technical service person, just like I can do at the office. Using a network management software application, they can look at my system remotely and help solve my problem. If I provide permission, they can take over my system and make the changes that are required to fix my problem. I know there are various services to help consumers with their home PC problems, but only a few that offer this type of on-line technical service nationally. Of course, there are various security issues and logistics, but now as more system management technology such a Intel® vPro™ technology has been used by business, this is starting to look like it might grow for consumer use. What are your thoughts on this type of service for consumers? Do you think more consumer will begin to sign-up for on-line technical service? Would you?

Categories: Academic, Intel SW Partner Program, Intel® Software Network 2.0, Manageability, Parallel Prog. & Multi-Core

Comments (4)

June 24, 2009 5:34 PM PDT

Maria Camila Gomez-Silva
Total Points:
1,130
Status Points:
630
Brown Belt
 Interesting... I think that security is the big issue here... too much phishing, hacking and backoffices will keep people from signing up.

I would not sign up.. maybe because I am used to solve most of my tech problems (or able to Google a solution).

But I may consider subscribing my mom to a service I find reliable (that will keep them from calling for IT help)
June 25, 2009 1:10 AM PDT

Raghuraman
Total Points:
15
Registered User
 I am not sure of this 'facility' especially in countries like India where the infrastructure is not as developed as it could be in the Americas or Europe. Also language issues come to the fore. The scenario of 'If I provide permission, they can take over my system' is simply ruled out. Maybe it is a cultural issue as well.

The penetration of personal computers, licensed software is one key issue that needs to be solved in non-US countries before we even think or toy with ideas as 'online n/w mgmt s/w' application.
June 26, 2009 4:33 PM PDT

Jeff Kataoka (Intel)
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1,425
Status Points:
925
Brown Belt
 Very interesting comments. I agree that security can be a concern as mentioned by Maria and Raghuraman. With hacking and phishing, it certainly can be a concern when deciding if you should sign-up for an on-line technical service. Some careful scrutiny would need to be used before signing up with a on-line security service to ensure their expertise and legitimacy. But I agree, this type of service might be very good for people who are not very familiar with computer usage. I had not considered the differences that might develop with various geo regions, so that sounds like something to consider.
July 5, 2009 7:53 PM PDT

李铎锋--Duofeng Li (Intel)
Total Points:
5,305
Status Points:
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Brown Belt
 Interesting, I am always thinking that service solution. I have experienced many times to help some of my friends solve computer issues via remote desktop tools(not MS's). One disadvantages of those tools is they can only work when OS and its network environment run well, so I was only able to help them solve application level issues remotely. For OS or network issues, they had to look up someone nearby for help, but always couldn't find one. And OS and network issues are the most issues they need an experienced IT man for help. So, I am sure Intel vPro tech(especially Intel AMT) should be the core tech(or infrastructure) to provide solutions solving those OS or network issues remotely.

Currently, Intel AMT has been demonstrated a key tech (especially AMT 6 new features) for solving OS issues remotely, but for network issues, seems it can't do much help so far. So if there will be a tech which can be helpful to remote identify and solve end users' network issue (especially ADSL dial issue in PRC), it will be wonderful.

For service fee, I think most are willing to pay for that service. Just like care repair and maintenance service, as computer has become a more critical component in people lives(not sure in other GEO, at lease in PRC it is the truth; more and more people are using computer for online shopping, online investing in stock and son on), most people has thought pay some money for their computers' repair is reasonable.

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