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Introducing HP ProLiant Gen8 ProAactive Service and Support

Today David shares with us the ProActive Insight Architecture that helps to automate the server support lifecycle. In fact, this new server’s architecture is so intelligent, that it enables HP to redefine the service and support experience both for customers and our channel partners.



Let’s start with the automation of the server support processes.  We have created an integrated, automated management and support experience.  This new experience is anchored by new innovations onboard intelligence and online support tools.  HP’s service offers utilize iLO Management Engine embedded capabilities with HP Insight Remote Support version 7.0 to propagate server configurations, events, and status to our new  Insight Online support portal, delivering a one stop focal point for services that  support the complete lifecycle of the ProLiant Gen8 servers, from faster deployment, to one-touch software/firmware updates, consistent monitoring and always on diagnosis, faster problem resolution, proactive capabilities and support services.


Now let’s focus on the Proactive support services. Insight Remote Support as an embedded capability of ProLiant Gen8 servers and HP Insight Online are available as part of valid product warranties, HP Care Pack Services and HP contractual support agreements.  We are utilizing the embedded Gen 8 ProActive Insight architecture capabilities extensively in the delivery of our new proactive support services, which are the first in the industry designed specifically for next generation platforms, leveraging onboard, remote and online intelligence. With these services, the emphasis is on performance optimization and maximizing system uptime.  Our goal is to prevent problems before they cause outages or performance degradation.


Call Center and Field Delivery


HP Proactive services utilize the continual gathering of configuration and diagnostics information from the system through HP Active Health System. This data is transferred to HP’s call centers, so our HP ProLiant Gen8 Server experts can use the data to more quickly and accurately troubleshoot issues and resolve problems faster. This data is also utilized to further improve product and service quality. HP is also enhancing its parts provisioning process for HP ProLiant Gen8 Servers by using the configuration information to ensure appropriate inventories are available worldwide.


And in the event a problem occurs, we will have the necessary information regarding the event and server configuration history to deliver faster problem resolution.


Key capabilities customers will gain access to are, new direct to Gen8 experts or Account Service Manager process’s that deliver instant access to experienced support experts for faster problem resolution and escalation call management. Customers can also reduce operating costs by leveraging unique HP Intellectual Property and remote support resources. Our HP ProLiant Gen8 account specialists will help customers optimize system performance by providing firmware and software update guidance. Customers will significantly save time spent on problem resolution with our one-stop-shop for service support for hardware and HP and third party software. And customers can take advantage of HP’s global ecosystem of channel partners for sales and local service delivery.


Launched in conjunction with HP ProLiant Gen8 servers is the first of a number of new service developments that will totally transform our service portfolio for industry standard servers. In addition to proactive services, HP also offers services support solutions that deliver a single point of contact for server problem diagnosis, hardware problem resolution, basic software diagnosis, and problem isolation and resolution where a remedy is available to HP. If the reported incident is related to a supported 3rd party software  product and cannot be resolved by applying a known fix, HP will contact the 3rd party vendor and create a problem incident on the customer’s behalf.                                                                                                                                                                                                                          

Customers do not have to bounce between multiple vendors or wade through multiple support levels to identify whether they have a hardware or software problem.



Finally let’s highlight how HP’s partner network is key to the HP ProLiant Gen8 services program. Qualified Partners participating in our ServiceONE program are able to sell and participate in the deliver these new HP-branded services.


Several partners have indicated that they expect ServiceONE to help them drive an incremental 5% - 10% of gross profit each year and they are investing in people and resources dedicated to grow their HP Technology Services business.


We enable them to succeed by offering innovative technology plus innovative services and service delivery capabilities across the IT lifecycle.


ServiceONE Partners are trained and certified by HP with HP maintains a strong relationship with all partners in the program, ensuring that customers receive the highest quality service. It is very important for customers to know that ServiceONE partners are backed by HP global resources and meet HP’s highest standard of service quality and technology expertise. 


From a customer perspective they can rely on their local expert – their channel partner to be their trusted advisor and single point of contact.  HP’s support automation tools enable partners to proactively manage their customer’s HP equipment and be alerted automatically, should a problem arise. They can also use the data collected to provide proactive, consultative advice– such as the need to add storage capacity or to renew their support contract.


So as you can see, the combination of ProLiant Gen8 intelligence, innovative HP support services and local channel partner expertise, will significantly improve the quality of partner and customer sales and support experience like never before.


We recommend to take some time to know David, y watching his biography. Thanks for your time; we’d like to hear how you found this topic? Please feel free to drop us a message in our Facebook, YouTube, Twitter or LinkedIn pages.

j_ackerly | ‎03-06-2012 08:34 PM

I am really looking forward to some of these new proactive features!


When will the Insight Online support portal be available?

LucyEllis | ‎03-07-2012 06:14 PM

Insight Online is scheduled to go live in early April 2012, and monitors all registered Insight RS 7.0 and forward devices.   Please note Insight Remote Support 7.0 will only support HP Proliant Gen8 servers. Customers with other systems may manually add their devices to HP Support Center to view contract and warranty status; however, they will not be able to view non-Gen8 hardware events. These monitored devices will be supported via Insight Online with the Insight Remote Support 7.05 release in the summer.  New features will continue to be added to Insight Online in the future.

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About the Author
Hector has marketing and communications expertise. With vast experience within the Enterprise Digital Marketing communications team at HP.

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