Over the years, technology has changed a great deal, introducing improved computing equipment, new operating system releases and versions, and different management protocols. Although these changes are beneficial in many aspects when it comes to upgrading to new hardware and better technologies, it introduces challenges to enterprises like Hewlett Packard, whose main objectives are to integrate and centralize its customers’ environments, while at the same time to provide the option to customize their IT management and monitoring methodology. These can seem like two opposing forces.
I would like to congratulate the entire Hewlett Packard staff dedicated to work on Insight Remote Support (IRS) software’s requirements to achieve a complicated task, which I will refer to as “unified enterprise personalization”. It is not easy to create an application that accomplishes customization so harmonically, allowing users to choose from several management protocols, select what components to install based on their support agreement level and current asset types, provide the option to decide which HP representative to notify with alerts, and finally, offer the possibility to integrate with other service-desk applications.
A few revisions back, Simple Network Management Protocol (SNMP) was the management protocol used by customers to monitor ProLiant Servers running Linux and Windows operating systems. In today’s complex IT environments, Insight Remote Support now provides the option to monitor ProLiant environments with Web-Based Enterprise Management (WBEM) for Linux-based operating systems, or Windows Instrumentation Management (WMI) for Microsoft operating systems. This enhancement allows end users to select which management protocol is most adequate to their warehouse. Even though this decision must be considered next to certain variables, HP Insight Remote Support is flexible enough to allow its users to manipulate what management protocol to run on.
Unreachable Device Notification (UDN) performs reach-ability monitoring and alerts HP Support and engineers on site when a device is not replying back. Even though this feature is useful for those customers that have a high-level contract agreement on the monitored equipment, IRS installers gives the option to install UDN only if necessary and if you have the support level required.
Insight Remote Support is capable of monitoring non-HP servers such as IBM AIX and Sun Solaris Servers through the Multi-Vendor and Application Adapter (MVAA). This component is required to enable break-fix hardware monitoring services on third-party hardware. In most cases environments are homogeneous, populated with HP equipment only and the MVAA component is not a prerequisite for monitoring purposes. Excluding this component from the typical installation is the correct action plan to follow.
Another impressive personalization feature which can be customizable in either one of the IRS solutions available is the fact that an end user can chose to send the alerts straight to HP Support Center or send them to their preferred Authorized Service Provider (ASP) or HP Reseller. Insight Remote Support will send the alert to the HP ASP, where they will create the case through the Partner Channel Portal and provide the support the customer is entitled to. This is in case the customer finds it more reliable to notify their preferred ASP instead of HP Support Center.
Finally, for those who are familiar with HP Operations Manager and SAP Solution Manager, the MVAA software component has the ability to synchronize service alerts, enhancing customers who are currently using either one of those applications to take advantage of this feature and view incidents on those solutions. This will allow users to view all the tickets that are sent and created at HP.
Insight Remote Support is definitely a software solution created for general monitoring enterprise purposes which does adapt to the end user’s needs, fulfilling requirements and achieving the business goals. IRS continues adapting and changing through time, becoming more and more flexible, increasing the advantages and benefits for our beloved customers.
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