Keith Neuhofer - BB2094 - How to converge your management systems as well as your infrastucture

© 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


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.


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


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.


DIKW hierarchy

Data

Information

Knowledge

Wisdom

Auto

mati

on


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'


HP Insight Remote Support

Helping you with today’s business challenges


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.


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


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


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


• 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

http://www.hp.com/go/insightremotesupport


Integration with your management platform


A common view between you, HP and your management platform Integration helps – You still need a single view


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


Managed device

HP Insight Remote Support Advanced

Integration with HP Operations Manager

Application

Operating System

Hardware

OM agent

HP Insight RSA


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


Customer Service Desk

HP Insight RemoteSupport Advanced &


Integration with SAP Solution Manager

Global Support Background

Global Infrastructure Support

Solution Manager

SAP Workflow

HP Workflow Partner SAPSolution Manager


Announcing HP Insight Remote Support 7.0.5

The next generation of HP Insight Remote Support


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.


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


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


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


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

http://www.hp.com/go/insightonline


Proactive service delivery


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.


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


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.”


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.


Thank you


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

http://www.hp.com/go/insightremotesupport

http://h20195.www2.hp.com/V2/GetPDF.aspx/4AA2-4676ENW.pdf

http://h20195.www2.hp.com/V2/GetPDF.aspx/4AA2-4676ENW.pdf

http://www.software.hp.com/

http://www.hp.com/go/insightonline/info

http://www.hp.com/go/insightswdemos

http://www.hp.com/go/ilo

http://www.hp.com/go/Gen8AtDiscover

Technology

Keith Neuhofer - BB2094 - How to converge your management systems as well as your infrastucture