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Unified and personalized? It’s possible with HP Insight Remote Support

charles_quesada| June 30, 2011
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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. 

 

Visit our information pages to learn more about HP Insight Remote Support.

 

To find out more about me, visit my TS Experts profile.

 

 

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Tags: online support services| online tech support online tech help
Labels: Insight Remote Support| remote support services
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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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