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 problems before they occur. HP Insight Remote
experience and product quality, and to grow your Support is available at no additional cost as part of
business, then you are probably faced with the basic your warranty, HP Care Pack Service, or contractual
challenge of keeping your business up and running. support agreement with HP.
Maintaining infrastructure while controlling costs,
HP Insight Remote Support requires access to an
increasing staff productivity, and preventing system
industry-standard encrypted outbound initiated Internet
downtime are probably other areas of concern
connection (HTTPS/443) only. The technology with
for you.
advanced security features should be acceptable
HP understands your challenges and is offering within the security policies of most companies.
HP Insight Remote Support to meet the needs of
There are two HP Insight Remote Support solutions:
your organization.
HP Insight Remote Support Standard
Spend less time solving problems and HP Insight Remote Support Standard is the ideal
solution for small to midsize environments. HP Insight
more time focused on your business Remote Support Standard provides basic remote
HP Insight Remote Support delivers remote support monitoring, notification/advisories and service
with enhanced security features for your HP servers dispatch and can be installed on a shared HP
and storage, 24x7—so you can spend less time ProLiant Windows application server. The software
solving problems and more time focused on your supports HP EVA storage devices, HP ProLiant, HP
business. You can have your systems remotely BladeSystems, HP Integrity, and HP 9000 servers
monitored for hardware failure using technology that running Microsoft Windows, Red Hat Enterprise Linux,
has been proven at thousands of companies around Novell SUSE, and Novell NetWare.
the world. In many cases, you can avoid
 Supported products include: Supported operating systems include Microsoft
• HP ProLiant Servers Windows, HP-UX, Linux, Tru64, and OpenVMS

• HP BladeSystems The list of supported products will continue to expand;

• HP Integrity Servers therefore, please refer to the HP Insight Remote
Support Advanced release notes for the latest list of
• HP 9000 Servers
supported products.
• HP EVA Storage
Please refer to the comparison table on page 3 to
• HP Attached Storage and Blades
learn more about the two solutions.
Operating systems supported include:
• Microsoft Windows
When business results count, count
• Red Hat Enterprise Linux on HP
• Novell SUSE Gain control by proactively monitoring your systems
and gaining insights for your infrastructure—such as
• Novell NetWare
event notifications and proactive recommendations.
The list of supported products will continue to expand; You can address problems before they turn into
therefore, please refer to the HP Insight Remote reactive service requests or system outages. HP Insight
Support Standard release notes for the latest list of Remote Support allows you to:
supported products. • Reduce intervention and increase control
HP Insight Remote Support Advanced (formerly • Enhance your reputation and achieve peace of mind
HP Service Essentials Remote Support Pack) • Take actions that can help prevent problems
HP Insight Remote Support Advanced is ideal for from occurring
midsize to large environments. HP Insight Remote
Support Advanced is integrated with HP Systems Do more with less by increasing the efficiency of your
Insight Manager (SIM). It contains comprehensive infrastructure. You can simplify and automate
remote monitoring, notification/advisories, dispatch, day-to-day system support and make the most of your
and proactive service support for nearly all HP limited resources. HP Insight Remote Support includes:
servers, storage, networks, and SAN environments • Automated notification and dispatch
plus selected Dell and IBM Windows servers that • Faster support response time and reduced risk
have a support obligation with HP. It also enables freeing resources for business innovation
HP to deliver higher levels of proactive support in
• Access for no additional cost as part of your
line with HP Mission Critical and Proactive Services
warranty and support entitlements
support agreements.
Keep your business running by remotely diagnosing
Supported products include:
and resolving issues with ease and accuracy. You
• HP ProLiant Servers can enhance your system availability and business
• HP Integrity Servers productivity through quick and accurate resolutions.
With HP Insight Remote Support you can:
• HP BladeSystem Enclosures
• Take advantage of a proven technology with
• HP 9000 Servers
advanced security features used by thousands of
• HP Alpha Servers customers around the world
• Selected IBM and Dell Servers • Proactively reduce risk of downtime
• HP Modular Cooling System • Leverage automatic, accurate case submission
• HP Dynamic Smart Cooling and resolution, and reduce the time spent
troubleshooting and resolving problems
• 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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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 Bundled with the HP SIM Installation. Available as a HP SIM download
the Insight Control Environment/Management suite package or as part of 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 • Automated event detection and reporting without any manual
manual intervention intervention
• Automatic service dispatch, based on device’s warranty, HP Care Pack • Automatic service dispatch, based on device’s warranty,
Service or contract definition HP Care Pack Service or contract definition
• 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 No centralized view of all cases Single view through HP Systems Insight Manager (HP SIM) user interface,
devices including case ID and current status

Problem resolution Detailed problem resolution information, including part location in device

Ease of installation and Entire environment is easily installed and configured Entire environment is easily installed and configured and managed
configuration (< 30 minutes after download) centrally. 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 Not integrated. Simple event notification with other management Integrated into HP SIM, which allows simplification of the customer’s IT
platforms and processes applications possible 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 • HP StorageWorks XP Disk Array, Enterprise Virtual Arrays, Modular
Release Notes Smart Arrays, Virtual Library Systems, and Tape Libraries
• 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 For downloads or to learn more about how you can
industry-leading remote support capabilities for gain control over your IT environment, do more with
environments of all sizes. less, and keep your business up and running, visit:
• Faster problem resolution: HP Insight Remote www.hp.com/go/insightremotesupport
Support can provide faster problem resolution using
innovative diagnostics. Regional Transportation Commission of Washoe
• HP server and storage availability with HP Insight County, Nevada
Remote Support is restored, on an average, 20 “Insight Remote Support ultimately saves us time
percent faster due to quicker problem detection, and money by resolving issues faster and detecting
better diagnosis, and more rapid initiation of problems to avoid disruption of our business
repair activities. operations. The benefits of this new software allow for
reduced downtime, and when or if hardware issues
• Cases detected and diagnosed through this software
occur, we are able to restore and minimize
have a near-100 percent first-time fix rate, due to
our downtime.”
the availability of accurate, detailed diagnostic
—John Ponzo, I.T. Analyst
information.
• Proactive advice: HP Insight Remote Support enables
increased proactive advice.
GE Healthcare
• Automation combined with global support center “HP Insight Remote Support adds a very high level
processes makes HP the right choice. of connectivity and report ability to any environment.
• You can have your systems remotely monitored Building a transparent network with full visibility to
for hardware failure 24x7 using technology with any potential errors should be the goal of any IT
advanced security features that have been proven at department. Insight Remote Support can help you
thousands of companies around the world. 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