HP Proactive Insight Experience: EMEA Customer Awareness Session

HP Proactive Insight
Experience
EMEA Customer Awareness Session
Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Agenda
Insight Remote Support
Proactive care
How it works
Security
Resources
Why HP Insight Remote Support?

Business
Customer Value:
Up to 66%* faster problem resolution
Accurate Troubleshooting:
Up to 95%** First time fix rate
Channel Partner
IT budget allocation
Survey Findings
10%
HP Support
Solutions for Small and

Large businesses
Improve business uptime
Support available 24X7

irrespective of the location.
Personalized online dashboard
via HP Insight Online
Free resources to
focus on the
business
Included with HP warranty, HP Care Pack Service,

and HP contractual support agreements
3
25%
65%
Operations Maintenance & Mgmt.

Migration & Upgrades
Innovation
Not enough investment in innovation; too

much in maintaining legacy infrastructure
Benefits to the customer

Reduced Risk
66% Less unplanned downtime
43% Fewer unplanned downtime incidents
$112, 000 annual cost savings

$31,798 increase in total productivity
$21,300 reduction in IT operation/cost reduction
$59,013 Benefit from risk mitigation/user productivity
IDC Whitepaper outlines benefits

of Proactive Insight Experience
"The best thing about HP Insight Online is the visibility from anywhere, which saves me
time. I'd say a savings of 20 hours per year."
IDC White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# 239199, January, 2013
4
HP Proactive Insight experience solutions

An integrated manageability and serviceability experience
HP Insight Online
24X7 remote monitoring, diagnostics and
problem resolution for servers, storage,
networking and printers
HP Proactive Care
Personalized and simplified support designed for
converged, virtualized environments
Enabled by HP Insight Remote Support
Customer value proposition

HP Insight Remote Support
Accelerated Growth
(Keep Your Business Running)
Reduced Risk
(Gain Control)
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
Anytime, anywhere access via HP
Insight Online
When technology works, business works!
HP Insight Remote Support 7.x

Key features for 7.0.8
Proactive reports and advice before failures occur via Proactive Care
Service and Insight RS. (NEW)
Seamless connection to HP Insight Online for HP IT hardware.
Agentless, fast set up for HP ProLiant Gen8 Servers.
Improved Installation wizards to discover, verify the remotely
supported IT devices and to set up the hosting device. (NEW)
Automatic device grouping, with easy configuration
Improved configurability of notifications
24x7 phone-home from HP or HP Authorized Reseller
Automatic problem reporting and support case submittal to HP support
centers or HP Authorized Service Partner
Browser support includes IE 9, 10, Chrome 18, Firefox 17 and 18 (NEW)
On-site service dispatch via Proactive Care or HP service contract
Secure SNMP v3 support, with service event adapter (NEW)
Local language UI based on browser language
HP Insight RS 7.x has earned the

TRUSTed Cloud Data Privacy
Certification from TRUSTe. Read more ..
Note: HP Insight RS 7.0.8 is a replacement and an upgrade to devices previously supported by HP Insight RS Standard and HP Insight RS 7.0.5.
7
HP Integrated Management & Support experience

How does HP Insight RS 7.0.8 integrate with HP Insight Online?
HP Insight RS with
HP Insight Online
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
the customers IT environment.
HP Insight Online has two sections:
My IT Environment : For Customers
My Customers
: For Partners only
My IT Environment section: For Customers
Can automatically display devices remotely
monitored by HP Insight RS 7.x and provides
the ability to track service events and support
cases, view device configurations and
proactively monitor your service credits
information, HP contracts and warranties
from anywhere and at anytime.
My Customers section: For Partners

With authorization from customers,
HP partners can remotely view their
customers IT environment online from
anywhere and at anytime to provide
service support and consultation.
Customers
Partners
HP Insight Online How to get started?

Eligibility
HP ProLiant Gen8 Servers configured with the Insight Remote Support 7.x host device are automatically
eligible for display on HP Insight Online
Other HP servers, storage, networking and printing devices can be configured using traditional agents
installed on their devices
Activation
Activation of this integration simply requires entering the HP Passport User ID and password in Insight Remote
Support to enable online access
Access
Partnership
Logging into the HP Support Center account will allow you to display any of the HP devices monitored by
Insight Remote Support 7.x since ownership is automatically assigned to you
If you choose to associate your HP Authorized Service Partner with the HP devices monitored by HP Insight
Remote Support 7.x, those devices will also be automatically visible to the partners in their Insight Online
view
Success stories
Client: 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.
John Ponzo,
Senior IT Analyst,
Regional Transportation Commission
of Washoe County
Read More
10
Success stories
Client: MegaFon
Before Insight Remote Support, some of our people

had to spend all of their time just investigating
system logs. Now they are free to do planning and
implementing and to install new systems.
They have time to think!
Svetlana Semicheva,
UNIX System Chief Administrator,
MegaFon North-West
Read More
11
Proactive Care
Enabled by HP Insight Remote Support
HP Proactive Care leverages remote technologies and remote specialist resources to

provide advice, recommendations & reporting that help avoid problems, plus rapid,
expert support to resolve any problems quickly and effectively.
An enhanced call experience with rapid access to advanced technical expertise and start to
finish case ownership when you log a call
Proactive reports with analysis and advice to help prioritize and address potential problems
before they happen
12
HP Proactive Care for IT health

Proactive consultation
Connected customer
experience
Rapid recovery
Proactive consultation
Access to innovative
automation tools
Rapid recovery if there

is a problem
Phone home capability

and access to data for
quick diagnosis
Access to current data for
analysis and reports
Enhanced call experience

with rapid response when
there is a problem
Advanced technical
expertise and start to
finish case ownership
Advanced technical
expertise
Prevent problems from
occurring with reports,
analysis, and
recommendations
13
Proactive advisory support features

Prevent problems before they happen
Proactive Scan
Twice yearly proactive scan
with recommendations and
advice
Firmware Release &

Software Patch Report
Twice yearly firmware, patch
& software assessment and
update recommendations
Incident Report
Quarterly incident trend HP Proactive Care Reports
reports to help identify
configuration or
environment issues
Technical Account Manager

Review the reports, data analysis, and makes recommendations and advice
Account Support Manager with Personalized Support

Features an annual support plan, support review meetings, and best-practice operational and
technical advice.
14
Proactive advisory support features

Without Insight Remote Support
Proactive Scan
Twice yearly proactive scan
with recommendations and
advice
Firmware Release &

Software Patch Report
Twice yearly firmware, patch
& software assessment and
update recommendations
Incident Report
Quarterly incident trend HP Proactive Care Reports
reports to help identify
configuration or
environment issues
Technical Account Manager

Review the reports, data analysis, and makes recommendations and advice
Account Support Manager with Personalized Support

Features an annual support plan, support review meetings, and best-practice operational and
technical advice.
15
Hardware and Software support features

Rapid response to resolve problems when they happen
Connected Customer
Experience
Enhanced Call Experience
Remote tools with phone home

capability that automatically
generates a case and notifies you
Enables immediate remote

diagnostics
Reduces problem identification time
Provides data for Proactive reports
Rapid connection to a technical

solution specialist who handles
your case from start to finish
Enhanced escalation process
Collaboration with 3rd party

SW vendors if SW not on HP contract
Response centers backed by HPs

global delivery and expertise
Problem Response
Flexibility for each system

component with choice of:
NBD, 24 x 7 x 4 , or 6hr Call To

Repair, Hardware Support
Optional Defective Media

Retention or CDMR
24 x 7 basic Software Support

with Collaborative ISV call
management
Delivered by remote Technical Solution Specialists

End to end call ownership
Delivered by Onsite Customer Engineers

Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched
16
Hardware and Software support features

Without Insight Remote Support
Connected Customer
Experience
Enhanced Call Experience
Remote tools with phone home

capability that automatically
generates a case and notifies you
Enables immediate remote

diagnostics
Reduces problem identification time
Provides data for Proactive reports
Rapid connection to a technical

solution specialist who handles
your case from start to finish
Enhanced escalation process
Collaboration with 3rd party

SW vendors if SW not on HP contract
Response centers backed by HPs

global delivery and expertise
Problem Response
Flexibility for each system

component with choice of:
NBD, 24 x 7 x 4 , or 6hr Call To

Repair, Hardware Support
Optional Defective Media

Retention or CDMR
24 x 7 basic Software Support

with Collaborative ISV call
management
Delivered by remote Technical Solution Specialists

End to end call ownership
Delivered by Onsite Customer Engineers

Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched
17
Proactive Insight Experience

An integrated manageability and serviceability experience
Access IT
infrastructure
information
anytime,
anywhere
Prevent
problems
before they
occur
Automate
Automate routine
tasks to reduce costs
18
HP Insight Remote Support < - > Insight Online

Customer
HP Support
Servers
19
Storage
Network
Select
Printer
How it works
Customer site
HP site
Insight Online
Devices with agents or

embedded technology
Support process
automation
Servers
HP case handling
system
Events and case details
Insight Remote
Support
Secure
internet
Configuration
collections
Storage
Insight RS
database
Inventory
and proactive
reports
Network
Diagnosis and
dispatch team
Recommendations
HP and channel
partners
Customer
Service events
20
Configuration collections
HP field or channel partner

service delivery onsite
intervention
Onsite repair by SLA
Proactive Care
Reports
HP Insight Remote Support is secure!

All information collected by Insight
Remote Support is encrypted and
digitally signed using an X.509
certificate prior to transport to HP.
Data is sent to HP via secure HTTPS
(SSLv3 or TLS) and is stored in a secure
data facility in one of HPs corporate
data centers.
21
Useful links
Release notes, installation and configuration guides, & other technical documents
HP Insight Remote Support: www.hp.com/go/insightremotesupport
HP Insight Remote Support - Frequently asked Questions
HP Insight Remote Support Advanced
HP Insight Remote Support Standard
Security White Paper which addresses security questions:

www.hp.com/go/insightfoundation-manuals
Software download: www.software.hp.com
Technical Support: www.hp.com/go/rstechsupport
HP Insight Online: www.hp.com/go/insightonline/info
22
HP Insight Online - Frequently asked questions
HP Insight Online - Brochure
Videos
Release notes, installation and configuration guides, & other technical documents
HP Insight RS : http://www.youtube.com/watch?v=CNB1KjS6iXc
HP Insight RS Secret to a successful business:
http://www.youtube.com/watch?v=zPBoQqsXhjY
Easy Install & Setup of HP Insight 7.0.8 & Insight Online

YouTube Link: http://youtu.be/jaRuqfieU44
Internal Link: http://h20621.www2.hp.com/videogallery/us/en/products/blades/AD23671E-E721-48A9-92C4-37AA80E4B9C6/r/video/
HP Insight Online
http://www.youtube.com/watch?v=N1-juNL2BLk
23
Insight Remote Support 7.0.5

Installation and configuration Demo Course
This self-paced course is available through the HP Services Media Library (SML) website for customers and partners
SML HP Internal http://thesml.hp.com/
SML Partner http://www.hp.com/go/psml
SML Customer Self-Repair http://www.hp.com/go/sml
The demonstration is not intended to replace the product documentation. Always refer to the most current product documentation
when performing an installation.
The release includes configuration on Hosting
Device and the following devices:
24
ProLiant G8 Windows
ProLiant G7 Windows
Linux Server
HP-UX
P6000
P4000
P2000C
c-Class BladeSystem
A-Series Switch
Printer
Why HP?
Industry leading remote support capabilities for
environments of all sizes
Increased Total Customer Experience
Faster problem resolution using innovative diagnostics,

and problem resolution integrated into
HP support centers
Helps enable increased proactive advice
and consultation
25
Call to action
Spend more time focusing on your
business and less time solving problems!
Download HP Insight Remote Support

solution today
and start realizing the benefits!
26
Thank you

HP Proactive Insight Experience: EMEA Customer Awareness Session

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HP Proactive Insight

Why HP Insight Remote Support?

Solutions for Small and

Improve business uptime

Support available 24X7

Included with HP warranty, HP Care Pack Service,

Operations Maintenance & Mgmt.

Not enough investment in innovation; too

Benefits to the customer

$112, 000 annual cost savings

IDC Whitepaper outlines benefits

HP Proactive Insight experience solutions

Enabled by HP Insight Remote Support

Customer value proposition

Simplify and automate day to day

Identify issues before they

Quick resolution helps improve

HP Insight Remote Support 7.x

HP Insight RS 7.x has earned the

HP Integrated Management & Support experience

HP Insight Online (www.hp.com/go/insightonline) is a new capability available through the HP

My Customers section: For Partners

HP Insight Online How to get started?

HP Insight Remote Support software saves us time

Before Insight Remote Support, some of our people

HP Proactive Care leverages remote technologies and remote specialist resources to

HP Proactive Care for IT health

Rapid recovery if there

Phone home capability

Enhanced call experience

Proactive advisory support features

Firmware Release &

Technical Account Manager

Account Support Manager with Personalized Support

Proactive advisory support features

Firmware Release &

Technical Account Manager

Account Support Manager with Personalized Support

Hardware and Software support features

Enhanced Call Experience

Remote tools with phone home

Enables immediate remote

Reduces problem identification time

Provides data for Proactive reports

Rapid connection to a technical

Enhanced escalation process

Collaboration with 3rd party

Response centers backed by HPs

Flexibility for each system

NBD, 24 x 7 x 4 , or 6hr Call To

Optional Defective Media

24 x 7 basic Software Support

Delivered by remote Technical Solution Specialists

Delivered by Onsite Customer Engineers

Hardware and Software support features

Enhanced Call Experience

Remote tools with phone home

Enables immediate remote

Reduces problem identification time

Provides data for Proactive reports

Rapid connection to a technical

Enhanced escalation process

Collaboration with 3rd party