© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Keith Neuhofer
HP Insight Remote Support product manager
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
BB2094
How to converge your management systems as well as your infrastructure
Keith Neuhofer, HP Insight Remote Support product managerJune 2012
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3
This is a rolling (up to three year) Roadmap and is subject to change
without notice.
Forward-looking statements
This document contains forward looking statements regarding future operations, product development, product capabilities and availability dates. This information is subject to substantial uncertainties and is subject to change at any time without prior notification. Statements contained in this document concerning these matters only reflect Hewlett Packard's predictions and / or expectations as of the date of this document and actual results and future plans of Hewlett-Packard may differ significantly as a result of, among other things, changes in product strategy resulting from technological, internal corporate, market and other changes. This is not a commitment to deliver any material, code or functionality and should not be relied upon in making purchasing decisions.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
Introduction
This presentation will explain how to converge your management systems by taking advantage of Insight Remote Support
• Help you to meet business challenges regardless of the size of your IT environment
• Highlighting key features and benefits
• Explaining how your investments in management tools can be leveraged
• Announcing HP Insight Remote Support 7.0.5
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
Business challenges
Shift resources from maintenance to innovation
• Keep my system up and running
• Maintain infrastructure while controlling costs
• Increase staff productivity
• Prevent system downtime
• Better control my assetsNot enough investment in
innovation; too much in maintaining legacy infrastructure
IT budget allocation
Migration &
Upgrades
Innovation
Operations –Maintenance
& Mgmt.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
DIKW hierarchy
Data
Information
Knowledge
Wisdom
Auto
mati
on
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IT monitoring challenges
• Each member of the IT monitoring team can only analyze fixed number of events per day.
• Analysis of hardware events with regards to criticality takes expert knowledge that is expensive to hire and maintain .
• Exceeding the limits of the monitoring team means that some events are ignored and can cause instability and downtime.
• Business challenges can require changes or the need to add more devices quickly. Can you add more staff as quickly?
# of HW events per day to be analyzed
# o
f devic
es
IT staff capacity
Challenge to IT managers equals 'do more with less'
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Insight Remote Support
Helping you with today’s business challenges
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
HP Insight Remote SupportCustomer value proposition
Reduced Risk(Gain Control)
Accelerated Growth(Keep Your Business Running)
Reduced Costs (Do More with Less)
Simplify and automate day to day system support to reduce cost and time spent in troubleshooting
• Make the most of limited resources (time, people, and money)
• Increase the efficiency of your infrastructure
Identify issues before they become problems
• Address problems before they become reactive service requests or system outages
• Proactively monitor your systems and gain insight for your infrastructure
Quick resolution helps improve business uptime
• Enhance system availability and business productivity
• Reduce troubleshooting and resolution time as we know who you are and what your problem is
When technology works, business works.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
HP Insight Remote Support – how it works
Devices with agents or embedded technology
IT Operator
Customer Site
HP Site
Servers
StorageNetwork
Insight Remote Support
HP Case Handling System
Secure Internet
HP field or channel partner service delivery onsite intervention
Diagnosis and Dispatch team
Support ProcessAutomation
Events & case details
Onsite repair by SLA
Insight RS database
Configuration Collections
HP Sales and Channel Partners
Inventory and proactive reports
Recommendations
Service Events
Configuration Collections
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
HP Insight Remote Support – reducing event load
Event volume reduces at each
level
Event created by Diagnostic Monitor
Event filtered by analysis/correlation and transmitted to HP
Event filtered by multi-product/event correlation &
passed to trouble shooting team
HP expert qualifies the problem
HP site
Remote Resolution
Onsite SupportCustomer site
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12
Benefits• Improves efficiency of IT staff • Accelerated time-to-resolution - improving
system availability and business productivity (up to 66%
• Increased accuracy of diagnosis – up to 95% first time fix rate
• Ability to optionally configure your Authorized Sales partner/HP to provide recommendations to your IT infrastructure
• Ability to optionally configure your Authorized Service partner to deliver service for specific devices
• Proactive services to address problems before they turn into reactive service requests or system outages for the IT environment2
Key features• Single Management Console to include
serviceability attributes• 24x7 remote monitoring of systems
regardless of IT staff coverage hours1
• Events are detected and reported without any manual intervention
• Detailed problem resolution information including part location in device
• Contract and Warranty details automatically retrieved
• Leverages standard Internet security protocols and principles
• Configuration collections for proactive services contracts integrated2
HP Insight Remote Support portfolio
1 Where the contract has an associated 'coverage window' events raised outside of that window will be responded to as if they had been logged at the commencement of the next period of coverage.
2 Proactive services are currently only available with the HP Insight Remote Support Advanced 5.x software solution
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
• Servers including HP ProLiant, HP Integrity, HP 9000, HP Alpha, HP NonStop plus selected multivendor
• Operating systems including Microsoft Windows, Linux, HP-UX, OpenVMS, VMware ESX(i), Tru64 ...
• Storage including P6000, P9000, P4000, P2000, tape libraries and SAN switches
• Network devices including E-Series and A-Series switches (formerly HP ProCurve an H3C/3Com)
• Printing and imaging devices including HP Color Laserjet, OfficeJet Pro and many more
Broadest coverage in the industry
For more details, please see www.hp.com/go/insightremotesupport
New
New
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Integration with your management platform
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15
A common view between you, HP and your management platform Integration helps – You still need a single view
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16
Plug-In
Up to 3,250 monitored
devices
HP Insight Remote Support Advanced
Integration with HP Systems Insight Manager
IT Environment
Storage, servers, and networking
devices
Insight Remote Support Advanced
Secure Internet
HP Systems Insight Manager
HP Channel Partner
HP Support
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17
Managed device
HP Insight Remote Support Advanced
Integration with HP Operations Manager
Application
Operating System
Hardware
OM agent
HP Insight RSA
HP Systems Insight Manager
Optional ticketing system (e.g. HP Service Center)
HP Operations Manager
Diagnostic agent
2x
x Cut link
1
43b
Application ticket
Hardware ticket
3a
Benefits:• HP Operations Manager remains your unified view of your IT environment• HP Insight RSA automatically identifies only those events that require an intervention, leaving your staff to
concentrate on key business processes• Automated event submission to HP improving time to resolution by 66%• No additional license fees
HP Support
Secure Internet
HP Channel Partner
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18
Customer Service Desk
HP Insight RemoteSupport Advanced &
HP Systems Insight Manager
Integration with SAP Solution Manager
Global Support Background
Global Infrastructure Support
Solution Manager
SAP Workflow
HP Workflow Partner SAPSolution Manager
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Announcing HP Insight Remote Support 7.0.5
The next generation of HP Insight Remote Support
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20
Announcing Insight RS 7.0.5 – Coming summer 2012In March 2012, HP announced the Integrated Management and Support Experience that includes new embedded product capabilities, a new integrated portal and HP Insight Remote Support 7.0.
Today, we are pleased to announce the next version of HP Insight Remote Support 7.0.5 that contains comprehensive HP product coverage, including the inclusion of select HP printer and imaging products.
This new version still enables seamless integration with HP Insight Online which has also extended its product coverage to align with Insight RS 7.0.5.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
HP integrated management & support experience
IT Environment Insight Remote Support 7.0.5Console
HP SIM 7.x Integration (Optional)
HP Insight Online
Customer View
Secure Internet
HP Global Solution Center
HP Channel Partner View
HP Insight Online
Note: HP Authorized Partners will be able to view and provide support to their customer’s IT environment when authorized by their customers.
IT Environment
Up to 500 monitored
devices
IT Environment
ProLiant Gen8
servers
New! Available in
Summer 2012
HP Servers, Storage,
networking and printers
With agents
Agentless
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22
Monitored Device Readiness*
Improved installation experience
Channel Partner integration
HP Insight Online
Discovery and Readiness checks
available for customer use before installation
Quicker and easier installation through
guided experience and contextual help
Insight RS integration now seamlessly
available in HP Insight Online
All Insight RS devices automatically
populated
Improved capabilities
HP Insight Remote Support 7.0.5
*Available with HP Insight RS 7.0.5 in summer 2012
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23
How does HP ProLiant Gen8 server integrate with HP Insight RS 7.0.5 ?
HP ProLiant Gen8 and its embedded features
Embedded features of the new HP ProLiant Gen8 servers:
• Intelligent provisioning built into the iLO 4
• Ability to register with HP Insight Remote Support 7.0.5 Hosting Device from the iLO 4 (without the need for OS diagnostic agents)
• Automatic event submission and collection gathering to Insight Remote Support
• New advanced collection capabilities through the Active Health System functionality
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.24
How does HP Insight RS 7.0.5 integrate with HP Insight Online ?
HP Integrated Management & Support experience
HP Insight Online (www.hp.com/go/insightonline) is a new
capability available through the HP Support Center portal
for one stop, secure access to product and HP support
information specific to IT environment.My IT Environment section: For Customers
My Customers section: For Partners
• Automatically displays devices remotely monitored by HP Insight RS 7.0.5, if configured
• Provides the ability to track service events and support cases
• View device configurations and proactively monitor your service credits information
• View and manage HP contracts and warranties
With authorization from customers, HP partners can:
• Remotely view their customer’s IT environment online
• Provide service support and consultation
Customers Partners
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Proactive service delivery
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Assessments and analysis to deliver proactive service contractsEnabled by HP Insight Remote Support Advanced:
• Revision and configuration management
• Assessments including Patch, firmware, configuration analysis etc.
• System Health Check assessments
• Performance analysis
• Availability measurement
• Trend Analysis Measurement Service
• HP Cluster Consistency ServiceBased on your support obligation, your HP Account Support team will provide you with the relevant output and recommendations.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.27
Why HP can help you
Reactive support
Proactive support
Holistic support
Holistic support designed to meet your specific business critical IT
requirements
Proactive support for discrete and environment
level assistance
Reactive support on individual devices and tailored response levels
Efficiency, performance, improved business ROI
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.28
Client: Regional Transportation Commission of Washoe County
Success stories
John Ponzo, Senior IT Analyst,Regional Transportation Commission of Washoe County
“HP Insight Remote Support software saves us time and money by monitoring our systems 24/7. By detecting and resolving issues faster, it helps us avoid disruption to business operations. By initiating service calls automatically, it frees us to focus on other things.”
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.29
Call to action
If you want to see HP Insight Remote Support in action:
• Visit us at our HP Support Automation with Insight Remote Support demo booth to see a demonstration of the HP Insight Remote Support portfolio
• Attend the Insight Online Hands-on-lab
Your feedback is important to us. Please take a few minutes to complete the session survey.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.31
Useful links
To find more information about HP Insight Remote Support, please visit:
• HP Insight Remote Support : www.hp.com/go/insightremotesupport
• HP Insight Remote Support Solution Brief: http://h20195.www2.hp.com/V2/GetPDF.aspx/4AA2-4676ENW.pdf
• Download HP Insight Remote Support: www.software.hp.com
• HP Insight Online: www.hp.com/go/insightonline/info
• HP Insight Software Demos: www.hp.com/go/insightswdemos
• iLO Management – www.hp.com/go/ilo
• HP ProLiant Gen8: www.hp.com/go/Gen8AtDiscover