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When it comes to remote IT support, automation is a key differentiator

The World Wide Web is more than an information highway. For HP, it’s also a method of providing technology hardware support quickly, efficiently and automatically to holders of a standard warranty or any type of contractual agreement, all across the globe. Lately more and more customers are getting to know the software solutions available to enable this feature in their IT environment at no additional cost. Smart people out there!

 

Think about it: HP provides software that will alert the Support Center about a potential problem and create a case automatically. For this type of capability, Insight Remote Support (IRS) is definitely the tool that you want to implement. For those who have not noticed the powerful solution behind IRS, I want to make them aware that an alert is not the only task that IRS will perform automatically. Think for a minute: Automatically reduce cost, reduce risk, and improve availability. Now we are talking about automation. 

 

By simply automating the monitoring tasks through Insight Remote Support, IT managers can reduce the IT budget dedicated to operations and maintenance and instead use the extra dollars in developing new projects, essential for keeping the business in the market. IRS will centralize management, enabling IT personnel to view the full status from a single application, rather than using multiple tools. This means your IT personnel only need to get involved in critical business alerts, not wasting valuable time on alerts with a lower severity that are not so important for the business continuity.

 

HP Insight Remote Support automatically creates a case and assigns it to a remote engineer at the Response Center.  In the support case, the engineer will find attached a detailed description about the issue, listing spare parts necessary and even a starting point for troubleshooting purposes if required to deeply analyze the problem.  Furthermore, the alerts are not just issued when a failure occurs. HP has worked on a prediction mode in order to minimize the risk of a potential hardware component increasing the availability ratio.

 

Besides reducing cost and risk, IRS saves you time and ensures availability of your high-end equipment. IRS allows you to manage your assets and entitlement information automatically, reducing the time necessary to properly create the case and search for entitlement information prior to engaging the Response Center. The alerts, if desired, can also reach the HP Authorized Service Provider (ASP) or Reseller of your preference.  Some customers due to their location find it much more efficient to have its HP ASP receive the alert and quickly work on solving the event.  All this functionality is customizable from the tool itself. 

 

Insight Remote Support has exceeded customer expectations when it comes to accelerating resolution time, improving availability, regaining control and reducing cost and risk to maintain your business successfully. HP has also invested a lot of effort in helping customers  get familiar with the software solutions available; installing and configuring the application remotely through HP Virtual Rooms. The Insight Remote Support Engagement Desk provides virtual Web presentations to customers, HP Authorized Service Providers and HP Resellers who wish to know more about the solution before implementing it. 

 

If you wish to schedule a Web presentation about Insight Remote Support, ask your HP representative to internally submit a lead, to which one of our IRS specialists will be contacting you in less than three business days. You can also reach us by sending an e-mail to InsightRSEngagementDesk@hp.com with your contact information. If you once had a dream to automate and centralize monitoring, HP has made your dream come true.

 

Learn more about how HP is evolving IT support with the new HP Support Center.

 

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Comments
Mr_T | ‎05-26-2011 02:14 PM

Charles, this is really great stuff.  I first experienced this sort of operation years ago with the SureStore XP's ability to "phone home" when a problem was detected.  To now have that sort of rich, proactive functionality across the enterprise is truly exciting.  To have it at no extra charge is mind-blowing.

 

One quick question:  What is the best way to address concerns about network security?  Are all connections outbound from the customer site to HP?  Are special firewall rules required?  I know this was a perennial issue with solutions prior to IRS.

charles_quesada | ‎05-27-2011 12:09 AM

I agree with you Mr_T, it is great stuff.  Insight Remote Support uses an outbound connection to HP using SSL/TLS over HTTPS, port 443 with establish back connectivity, to answer your question about firewall you can read the firewall/port requirements section on the Security Overview for A.05.50, page 25, those are the settings from the CMS (Central Management Server) to HP Backend Servers, for firewall settings from CMS to the Monitored Environment, I recommend to read through the HP SIM Security White Paper, page 12, port listing.

 

For any questions about network security you can contact the support center at 1-800-334-5144.  If this is a new customer which will like to know about the product the HP IRS Engagement Desk can set a virtual presentation about IRS and any security questions can be address at that point.  Any other questions please let me know.

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About the Author
I graduated in Software Engineering. Joined HP family five years ago, I deliver Insight Remote Support technical consulting for HP customers...
About the Author(s)
  • 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...
  • Mr_T? Yes, but in name only. No mohawk or gold chains. In real life I'm Jim Turner, a Master Technologist with HP's Integration and Technical Services team. I leverage my 27 years of system, storage, and networking experience to ensure optimal performance with Data Protector and StoreOnce technologies. Many times the source of a problem is not where it appears to be. A broader view of the landscape and a deeper knowledge of system internals are frequently required, and that's precisely what I deliver.
  • 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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