Proactive Service & Support with Insight Online

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Insight Online is the industry’s first, comprehensive, IT management and support solution that’s accessible anytime, anywhere, and from any device. You, our trusted partners, can now proactively manage your customers underlying IT infrastructure, gain real-time insight on their server health and service events, rapidly resolve issues and do all this through our new  user inspired interface.

Challenges

HP Insight Online has been designed with both our partners and customers in mind.  We all need better ways to manage our precious time, mounting costs and the ever growing complexity that binds us down.  Today, you probably find it difficult for you to keep up with the pace of IT growth and the demand for information.  And when a problem does occur with the infrastructure, finding and fixing the problems quickly are of paramount importance. Even tracking customers’ device configurations, contracts and warranties is time consuming and inefficient.   As a trusted advisor, our partners are challenged to “figure it all out” and provide improved levels of service to keep more complex solutions up and running.   You must have access to effective tools to help keep you and your clients out of reactive situations and help them proactively plan for their business needs.  There has to be a better way, and now we have Insight Online to help you. 

Insight Online features and benefits

HP Insight Online is seamlessly integrated with HP Insight Remote Support 7.0 and the iLO Management Engine found on every HP ProLIant Gen8 server. When enabled, it automatically collects a comprehensive view of customers’ assets and key health information so less time is spent searching for information and on the phone, resulting in higher productivity for customers and partners.  Because of this seamless integration, Insight Online can aggregate  system health and key service and support information like asset and warranty status  and secure it in one place for easy access. . All the information is displayed in a single dashboard for you to better manage your customers, accessible 24/7, regardless of location or time zone, through the HP Support Center portal.  

There is a new user interface with key information laid out including a “My IT Environment” designed for customers, and a “My Customers” area designed for HP Authorized Partners.  We put a lot of effort into designing a simple and intuitive user interface that cleanly organizes IT and service data. And, the information is personalized and organized in the context of a customer’s own IT environment that lets them – and you – quickly see and understand key information. With 24/7 automated event monitoring, we can automatically generate a support case and automatically diagnose if the server active health data suggests a problem. That means you can resolve issues before they become problems and can help your clients resolve problems up to 40% faster than they currently do. All the HP Service and Support innovations we’re introducing increase your clients’ uptime and productivity.

HP Partners will save time too. We have a personalized Insight Online partner portal view that allows you to use this great ProActive Insight innovation to grow your practice.  You can arrange and manage your fleet of clients in a simple dashboard that provides an intuitive view of your clients and the health of their devices. A comprehensive multi-customer grid lets you view device health and alert status for each of your clients that highlights where you need to focus attention.  It gives you a visual status of individual devices and device groups. Here, you can organize devices for easier management and share the information with other co-workers.  You can also view status and obtain detailed configuration information at the device level and the entire client environment.

Rest assured that each client’s data is secure. This helps solidifying your trusted advisor relationship with your clients.  You can renew and suggest new entitlements, helping you stay on top of clients’ contract and warranty status, and provide opportunities to engage at a deeper level for new services to keep them up and running.  And, you can expand sales with a richer view of the client environment and build new service practices that will further simplify the customers IT burdens and improve existing SLA’s.

And it doesn’t stop there. HP ProLiant Gen8 servers, Insight Online and Insight Remote Support 7.0 have been designed to help you get the solution up and running faster than ever.  Agentless support, built into HP ProLiant Gen8 servers, eliminates the need to deploy agents.  The new Insight Remote Support Installation Setup Wizard quickly facilitates set up and Insight Remote Support validates deployment.  Grouping devices by HW type is automatic and customizing configuration is easier than ever.  All three work together, putting the information you need at your fingertips so you can focus on growing your business.

A new iLO Management Engine capability embedded within the HP ProLiant Gen8 Servers, called HP Active Health System, continually gathers diagnostics information from the system.  This data is transferred to HP call centers, so our 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.

As said earlier, our proactive services can help you “shepherd” your clients’ infrastructure to actually find and fix problems before you or your customer even know there’s a problem. So what is the bottom line?  The benefits for customers are higher uptime and productivity.  Customers can save as much as 85% in time spent tracking asset configurations and up to 90% in time spent tracking status of contracts and warranties. Partners can now get configuration reports to proactively plan for your clients. Gone are the days when you manually track your clients’ configurations in spreadsheets. You can now proactively see the configurations.  And with the automated alerting and support generation capabilities of Insight Remote Support 7.0, customers have accurate resolution in 40% less time with less hassle.

HP has connected the dots. We’ve combined the intelligence in the HP ProLiant servers with our industry leading service and support capabilities.  This is only a portion of the innovations HP is bringing to market so please watch the Proactive Services video that gives more details on the new Proactive Services designed for the next generation HP ProLiant. We are aiming to redefine the service and support experience for our customers and partners.

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