customer presentation
DESCRIPTION
HP Proactive Insight ExperienceTRANSCRIPT
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Proactive Insight Experience
EMEA Customer Awareness Session
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
Agenda
Insight Remote Support
Proactive care
How it works
Security
Resources
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3
Why HP Insight Remote Support?
Included with HP warranty, HP Care Pack Service, and HP contractual support agreements
Support available 24X7irrespective of the location.
Personalized online dashboard via HP Insight Online
Free resources to focus on the
business
Solutions for Small and Large businesses
Improve business uptime
Business
Channel Partner
HP Support
Customer Value: Up to 66%* faster problem resolution
Accurate Troubleshooting:Up to 95%** First time fix rate
IT budget allocation Survey Findings
Not enough investment in innovation; too much in maintaining legacy infrastructure
65%
25%
10%
Operations Maintenance & Mgmt.Migration & UpgradesInnovation
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
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 White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# 239199, January, 2013
"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 Whitepaper outlines benefits of Proactive Insight Experience
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
An integrated manageability and serviceability experience
HP Proactive Insight experience solutions
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
HP Insight Remote Support
Customer value proposition
Reduced Costs(Do More with Less)
Reduced Risk(Gain Control)
Accelerated Growth(Keep Your Business Running)
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!
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
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 Remote Support 7.x
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.
Key features for 7.0.8
HP Insight RS 7.x has earned the TRUSTed Cloud Data Privacy Certification from TRUSTe. Read more ..
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8
How does HP Insight RS 7.0.8 integrate with HP Insight Online?
HP Integrated Management & Support experienceHP 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 My Customers section: For Partners
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.
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
HP Insight Online How to get started?
Eligibility
Activation
Access
Partnership
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 of this integration simply requires entering the HP Passport User ID and password in Insight Remote Support to enable online access
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
Client: Regional Transportation Commission of Washoe County
Success stories
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
Client: MegaFon
Success stories
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
HP Proactive Care for IT health
Proactive consultation Connected customer experience
Rapid recovery
Proactive consultation
Advanced technical expertise
Prevent problems from occurring with reports, analysis, and recommendations
Rapid recovery if there is a problem
Enhanced call experience with rapid response when there is a problem
Advanced technical expertise and start to finish case ownership
Access to innovative automation tools
Phone home capability and access to data for quick diagnosis
Access to current data for analysis and reports
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14
Technical Account Manager
Review the reports, data analysis, and makes recommendations and advice
Proactive advisory support featuresPrevent problems before they happen
HP Proactive Care Reports
Proactive Scan
Twice yearly proactive scanwith recommendations and advice
Firmware Release & Software Patch ReportTwice yearly firmware, patch& software assessment andupdate recommendations
Incident Report
Quarterly incident trend reports to help identify configuration or environment issues
Account Support Manager with Personalized Support
Features an annual support plan, support review meetings, and best-practice operational and technical advice.
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15
Technical Account Manager
Review the reports, data analysis, and makes recommendations and advice
Proactive advisory support featuresWithout Insight Remote Support
HP Proactive Care Reports
Proactive Scan
Twice yearly proactive scanwith recommendations and advice
Firmware Release & Software Patch ReportTwice yearly firmware, patch& software assessment andupdate recommendations
Incident Report
Quarterly incident trend reports to help identify configuration or environment issues
Account Support Manager with Personalized Support
Features an annual support plan, support review meetings, and best-practice operational and technical advice.
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16
Hardware and Software support featuresRapid response to resolve problems when they happen
Connected Customer 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
Enhanced Call Experience 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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.17
Hardware and Software support featuresWithout Insight Remote Support
Connected Customer 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
Enhanced Call Experience 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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18
Proactive Insight ExperienceAn integrated manageability and serviceability experience
Automate routine tasks to reduce costs
Access IT infrastructure information anytime, anywhere
Prevent problems
before they occur
Automate
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.19
HP Insight Remote Support < - > Insight OnlineHP Insight Remote Support
HP Support
Servers Storage NetworkSelect
Printer
Customer
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20
How it works
Customer site HP site
Insight Remote Support
Diagnosis and dispatch team
Insight RS database
Configuration collections
HP field or channel partner service delivery onsite
interventionOnsite repair by SLA
Recommendations
Configuration collections
Devices with agents or embedded technology
Network
Servers
Storage
Service events
Customer
HP case handling system
Events and case details
HP and channel partners
Inventory and proactive reports
Support processautomation
Secure internet
Proactive Care Reports
Insight Online
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
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.
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22
Release notes, installation and configuration guides, & other technical documents
HP Insight Remote Support
Useful links
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
HP Insight Online - Frequently asked questions
HP Insight Online - Brochure
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23
Release notes, installation and configuration guides, & other technical documents
HP Insight Remote Support
Videos
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/video-
gallery/us/en/products/blades/AD23671E-E721-48A9-92C4-37AA80E4B9C6/r/video/
HP Insight Online
http://www.youtube.com/watch?v=N1-juNL2BLk
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.24
Insight Remote Support 7.0.5Installation and configuration Demo Course
This self-paced course is available through the HP Services Media Library (SML) website for customers and partners
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:
ProLiant G8 Windows
ProLiant G7 Windows
Linux Server
HP-UX
P6000
P4000
P2000C
c-Class BladeSystem
A-Series Switch
Printer
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.25
HP Insight Remote Support
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
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.26
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!
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Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you