HP Insight Remote Support - Overview

HP Insight Remote Support Overview

• Gain control of the environment • Do more with less • Keep the business up and running If you rely on technology to improve your customer experience and product quality, and to grow your business, then you are probably faced with the basic challenge of keeping your business up and running. Maintaining infrastructure while controlling costs, increasing staff productivity, and preventing system downtime are probably other areas of concern for you. HP understands your challenges and is offering HP Insight Remote Support to meet the needs of your organization.

Spend less time solving problems and more time focused on your business HP Insight Remote Support delivers remote support with enhanced security features for your HP servers and storage, 24x7—so you can spend less time solving problems and more time focused on your business. You can have your systems remotely monitored for hardware failure using technology that has been proven at thousands of companies around the world. In many cases, you can avoid

problems before they occur. HP Insight Remote Support is available at no additional cost as part of your warranty, HP Care Pack Service, or contractual support agreement with HP. HP Insight Remote Support requires access to an industry-standard encrypted outbound initiated Internet connection (HTTPS/443) only. The technology with advanced security features should be acceptable within the security policies of most companies. There are two HP Insight Remote Support solutions: HP Insight Remote Support Standard HP Insight Remote Support Standard is the ideal solution for small to midsize environments. HP Insight Remote Support Standard provides basic remote monitoring, notification/advisories and service dispatch and can be installed on a shared HP ProLiant Windows application server. The software supports HP EVA storage devices, HP ProLiant, HP BladeSystems, HP Integrity, and HP 9000 servers running Microsoft Windows, Red Hat Enterprise Linux, Novell SUSE, and Novell NetWare.

Supported products include: • HP ProLiant Servers • HP BladeSystems • HP Integrity Servers • HP 9000 Servers • HP EVA Storage • HP Attached Storage and Blades Operating systems supported include: • Microsoft Windows • Red Hat Enterprise Linux • Novell SUSE • Novell NetWare The list of supported products will continue to expand; therefore, please refer to the HP Insight Remote Support Standard release notes for the latest list of supported products. HP Insight Remote Support Advanced (formerly HP Service Essentials Remote Support Pack) HP Insight Remote Support Advanced is ideal for midsize to large environments. HP Insight Remote Support Advanced is integrated with HP Systems Insight Manager (SIM). It contains comprehensive remote monitoring, notification/advisories, dispatch, and proactive service support for nearly all HP servers, storage, networks, and SAN environments plus selected Dell and IBM Windows servers that have a support obligation with HP. It also enables HP to deliver higher levels of proactive support in line with HP Mission Critical and Proactive Services support agreements. Supported products include: • HP ProLiant Servers • HP Integrity Servers • HP BladeSystem Enclosures

The list of supported products will continue to expand; therefore, please refer to the HP Insight Remote Support Advanced release notes for the latest list of supported products. Please refer to the comparison table on page 3 to learn more about the two solutions.

When business results count, count on HP Gain control by proactively monitoring your systems and gaining insights for your infrastructure—such as event notifications and proactive recommendations. You can address problems before they turn into reactive service requests or system outages. HP Insight Remote Support allows you to: • Reduce intervention and increase control • Enhance your reputation and achieve peace of mind • Take actions that can help prevent problems from occurring Do more with less by increasing the efficiency of your infrastructure. You can simplify and automate day-to-day system support and make the most of your limited resources. HP Insight Remote Support includes: • Automated notification and dispatch • Faster support response time and reduced risk freeing resources for business innovation • Access for no additional cost as part of your warranty and support entitlements Keep your business running by remotely diagnosing and resolving issues with ease and accuracy. You can enhance your system availability and business productivity through quick and accurate resolutions. With HP Insight Remote Support you can:

• HP Alpha Servers

• Take advantage of a proven technology with advanced security features used by thousands of customers around the world

• Selected IBM and Dell Servers

• Proactively reduce risk of downtime

• HP Modular Cooling System

• Leverage automatic, accurate case submission and resolution, and reduce the time spent troubleshooting and resolving problems

• HP 9000 Servers

• HP Dynamic Smart Cooling • HP StorageWorks XP Disk Array, SAN switches, Arrays, Storage Servers, Storage Blades, Virtual Library Systems, and Tape Libraries • HP Rack-mountable and Tower UPS • Network devices such as HP ProCurve or Cisco devices

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Supported operating systems include Microsoft Windows, HP-UX, Linux, Tru64, and OpenVMS

Comparison table to learn more about the two solutions Functionality

HP Insight Remote Support Standard

HP Insight Remote Support Advanced*

Cost of solution

Available at no additional cost for all customers with a warranty, HP Care Pack Service and HP contract support obligation. No licensing fees.

Installation

 vailable as a download package from HP Software Depot or as part of A the Insight Control Environment/Management suite

Security

Based on standard Internet security protocols as frequently used for applications like home banking

Monitored environment size

Optimized for 1-50 devices

Optimized for up to 1,400 monitored devices

Hosting device

Windows ProLiant server that can be shared with other applications

Dedicated server required to host both HP SIM and Insight RSA

Remote capabilities

• 24x7 remote monitoring

• 24x7 remote monitoring

• Automated event detection and reporting without any manual intervention

• Automated event detection and reporting without any manual intervention

• Automatic service dispatch, based on device’s warranty, HP Care Pack Service or contract definition

• Automatic service dispatch, based on device’s warranty, HP Care Pack Service or contract definition

Bundled with the HP SIM Installation. Available as a HP SIM download package or as part of the Insight Control Environment/Management suite

• Ability to view warranty and contract details for all discovered HP devices Proactive services

Not available

Additional capabilities to deliver proactive services such as health checks, availability, patching and so on. Available for HP Mission Critical Services customers

Software updates

Managed automatically through the Remote Support Software Manager

View of incident details for all devices

No centralized view of all cases

Problem resolution

Detailed problem resolution information, including part location in device

Ease of installation and configuration

Entire environment is easily installed and configured (< 30 minutes after download) centrally.

Entire environment is easily installed and configured and managed centrally. Configuration time proportionate to number of monitored devices.

Extensibility

Not available

Easily extendable platform by leveraging other HP SIM extensions, for example, provisioning, patch, Virtual Machine, power, and performance management

Integration with management platforms and processes

Not integrated. Simple event notification with other management applications possible

Integrated into HP SIM, which allows simplification of the customer’s IT support processes. Ability to intelligently integrate with HP Operations Manager. Simple event notification with other management applications possible.

Products Supported

Servers:

Servers:

• HP ProLiant, Integrity, and HP 9000 commercial servers

• HP ProLiant, Integrity, and HP 9000 Servers

• HP BladeSystem Enclosures

• HP BladeSystem Enclosures

Storage:

• HP Alpha Servers

• HP StorageWorks Enterprise Virtual Arrays and Modular Smart Arrays

• Selected IBM, Sun, and Dell non-HP servers

• HP StorageWorks Storage Blades and Servers

Storage and Networks:

For more details, please see the HP Insight Remote Support Standard Release Notes

• HP StorageWorks XP Disk Array, Enterprise Virtual Arrays, Modular Smart Arrays, Virtual Library Systems, and Tape Libraries

Single view through HP Systems Insight Manager (HP SIM) user interface, including case ID and current status

• HP StorageWorks and other SAN Switches • HP StorageWorks Storage Blades and Servers • HP Rack Mountable and Tower UPS • Network devices (for example, HP ProCurve or Cisco devices) Environmental: • HP Modular Cooling System • HP Dynamic Smart Cooling F or more details, please see the HP Insight Remote Support Advanced Release Notes* Formerly known as HP Service Essentials Remote Support Pack

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Why HP?

For more information

• Industry-leading remote support: HP provides industry-leading remote support capabilities for environments of all sizes.

For downloads or to learn more about how you can gain control over your IT environment, do more with less, and keep your business up and running, visit: www.hp.com/go/insightremotesupport

• Faster problem resolution: HP Insight Remote Support can provide faster problem resolution using innovative diagnostics. • HP server and storage availability with HP Insight Remote Support is restored, on an average, 20 percent faster due to quicker problem detection, better diagnosis, and more rapid initiation of repair activities. • Cases detected and diagnosed through this software have a near-100 percent first-time fix rate, due to the availability of accurate, detailed diagnostic information. • Proactive advice: HP Insight Remote Support enables increased proactive advice. • Automation combined with global support center processes makes HP the right choice. • You can have your systems remotely monitored for hardware failure 24x7 using technology with advanced security features that have been proven at thousands of companies around the world.

Regional Transportation Commission of Washoe County, Nevada “Insight Remote Support ultimately saves us time and money by resolving issues faster and detecting problems to avoid disruption of our business operations. The benefits of this new software allow for reduced downtime, and when or if hardware issues occur, we are able to restore and minimize our downtime.” —John Ponzo, I.T. Analyst

GE Healthcare “HP Insight Remote Support adds a very high level of connectivity and report ability to any environment. Building a transparent network with full visibility to any potential errors should be the goal of any IT department. Insight Remote Support can help you achieve this.” —Josh Cash, Site Support Specialist

This is an HP Indigo print.

Technology for better business outcomes To learn more, visit www.hp.com/go/insightremotesupport © Copyright 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA2-6203ENW Rev.1, July 2009