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The Evolution of Remote Monitoring and Support Takes a Giant Step Forward

TS_Guest| April 26, 2012 - last edited May 17, 2012
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By Lisa Ann Williams

With the new remote monitoring tool, HP Insight Remote Support 7.0, about to come out (and with my seventeenth year with HP about to start!) I’ve been contemplating my involvement in the evolution of proactive event reporting.

First came Predictive, a modem-based reporting tool that worked well for what it was designed to do. Next came ISEE, Instant Support Enterprise Edition, which included an SPOP or Single Point of Presence which acted much like the advanced version of HP Insight Remote Support 5.x product that’s been around since 2007, and which is a plug-in application to HP Systems Insight Manager (HPSIM).

And now HP has developed HP Insight RS 7.0, which introduces the HP Insight Online secure portal along with our Always On Support portfolio. Insight RS 7.0 is no longer a plug-in application to HPSIM, although it can still interact with HPSIM.

One of the most exciting aspects to the forthcoming release of HP Insight RS 7.0 and the HP Insight Online Portal is that customers who have HP’s new ProLiant Gen8 servers will automatically see a picture of their servers’ status, as well as any pending alerts and service calls, along with other functionality. Customers with other types of systems may manually add their devices to HP Support Center to view support entitlements through the portal as well; however, they will not be able to view non-Gen8 devices events being remotely monitored by Insight Remote Support 5.x Standard or Advanced.  Many of these monitored devices will be supported by the HP Insight Online portal automatically with the Insight RS 7.x release in the 2012 summer timeframe.

Capabilities for customers using Insight Online + Insight Remote Support 7.x:

  • Instant, secure visibility to critical asset and support alerts
  • Track assets and view device configurations
  • Create reports for proactive asset and support management
  • 24X7 remote monitoring of hardware service events
  • Automated support case generation and status tracking
  • Insight RS 7.0 users can optionally activate Insight Online device auto-discovery
  • Enable your authorized service provider to monitor and support your infrastructure remotely


So, the functionality has evolved exponentially beyond the mere automatic reporting of events to HP. And, for me, being involved with each step has been a thrilling ride!  

Read more about Always On Support from HP.

Get the FAQs on HP Insight Remote Support 7.0

To learn more about what I can do for your organization, check out my HP Technology Expert profile.


lisa_ann.jpgLisa Ann Williams is a Technical Solutions Consultant with HP Global Customer Experience. Her primary functions include support for HP Insight Remote Support and its associated applications. Lisa is also a Knowledge Capture Support (KCS) / Services Access Workbench (SAW) champion for HP.

 

 

 

 

 

 

 

 

 

 

 

 

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Tags: Always On Support| HP Insight Remote Support 7.0| proactive event reporting
Labels: HP Insight Online| HP Insight Remote Support| HP ProLiant Gen8
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About the Author
  • More than 30 years in Sales and Marketing in IT services business. Currently managing global campaigns for Datacenter Care.
  • I graduated in Software Engineering. Joined HP family five years ago, I deliver Insight Remote Support technical consulting for HP customers, in North America, Canada and Latin America. Assist setting up, installing and configuring the solution in customers' IT environments.
  • I am an identical twin. My brother’s name is Greg Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB).
  • I am an identical twin. My brother’s name is Chris Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB). We have always attended the same schools, studied the same material (big surprise, as we are identical twins), and have always worked as a close team and strive to demonstrate our teaming ability’s to others. We each have more than 11 years experience supporting mission-critical enterprise customers on a broad range of technologies. We’ve both won the HP MVP award multiple times as well as coauthored books, programs, and whitepapers in our spare time.
  • More than 25 years in the IT industry, managing ITSM, service development and delivery projects in Technology Services. Specialized in end2end support for ISV based business solutions. Certified ITIL and project management expert.
  • Eduardo Zepeda, WW TS Social Media Program Manager & Internal Communications for WW Technology Services Blogging on behalf of HP Technology Services (TS_Guest)
  • I have been with HP for 13 years, always in Services - first as a Services Channel Sales rep, then a Channel Services Segment Manager, and now, in WW Technology Services Marketing. These may be my formal job titles, but I'm really a Cheerleader for HP Services! I feel that HP has great services, exceptional Technical Experts and Delivery teams, and so many cool things are going on at HP Services. So, stay tuned...
  • I have 27 years of system, storage, and networking experience including detailed work with Data Protector (formerly Omniback II) for the past 14 years. My expertise includes StoreOnce deduplication technology, D2D appliances, performance tuning, complex remediation, and online backup integration with applications like Oracle and infrastructure like VMware. Traveling across the United States and Canada as a Sr. Technical Consultant, I deliver specialized consulting for a broad variety of HP customers.
  • MrCollaboration (aka Jim Evans) is an HP Global Services Alliance Manager. He has worked in the IT industry for more than 30 years, 22 of which were spent with Digital Equipment Corporation, Compaq and HP. He works with many third party vendors and partners to develop processes to facilitate excellent support and service for mutual customers. Jim is also HP’s representative to the Technical Support Alliance Network (TSANet).
  • I've been working in Customer Service for over 20 years. During my career I've provided support services for Languages, Programming Libraries and Operating Systems. During the last 10 years I've provide support for Linux and more recently VMware. My current role is as a Technical Account Manager working in the HP Custom Mission Critical Services Industry Standard Operating Systems team. I provide both reactive and proactive operating system support for proLiant servers and blades. Our services in the Custom teams are built on statement of work contracts for large HP customers who need a customized mission critical support offering.
  • I've been working in HP since 2007 like IT agent, developer, Web designer and then like Web Project Manager
  • I like to listen as much as I like to talk. Why? My 25+ years in the technology industry has taught me that the key to delivering value to customers is to understand what they value in the first place! I developed this passion for customers and consultative selling during my 12 years with Accenture, and I have continued to approach customers in a consultative way during my 12+ year tenure with HP. I also have a passion for HP given my knowledge of our Product and Service Portfolio and the differentiators we possess that position us as a leader in the areas our customers are telling us they want to go. Converged Infrastructure, Converged Cloud, Big Data – and the associated Service and Support implications – all such exciting technology trends where our success will hinge upon our ability to differentiate ourselves versus others in the areas that matter most to our customers. Right up my alley, and I am proud to be part of the great HP team where I know we have the best solutions in the industry!
  • Tom Clement has over 30 years experience in the areas of adult learning, secondary education, and leadership development. During this time Tom has been a consistent champion of “non-traditional” training delivery methods, including blended learning, virtual delivery (self paced and instructor led), the use of training games and simulations, and experiential learning. Tom has spent the past 25 years of his career at Hewlett Packard, focused most recently on HP’s global Virtualization, Cloud, and Converged Infrastructure customer training programs. Tom manages the strategic direction and overall performance of these training programs, ensuring these worldwide programs help HP’s customers capitalize on the business opportunities made available by IT advancements in each of these subject areas. Tom and his global teammates utilize best in class instructors, course content and supporting equipment infrastructure to deliver these training programs to HP’s customers. The team prides itself on providing the Virtualization, Cloud, and Converged Infrastructure content customers need when and where they need it, anywhere in the world. Tom is based in the Washington, DC suburbs and can be reached at tom.clement@hp.com.
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