I just read this paper authored by some of Intel's IT experts in the area of client management. As an employee of Intel, I am now a huge fan of these rock stars. Why? because they were able, through proactive IT management practices, reduce blue screens inside Intel's employee base by over 50% in the last year (Q2'08 to Q3'09). There are now 3,000 fewer laptop blue screens than there were a year ago --> that is a huge productivity advantage for Intel workers.
Issue Tracking, Pareto Analysis and use of new management capabilities and technologies like Intel vPro Technology were at the center of these capabilities.