Customer Presentation

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

HP Proactive Insight Experience

EMEA Customer Awareness Session

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2

Agenda

Insight Remote Support

Proactive care

How it works

Security

Resources


Why HP Insight Remote Support?

Included with HP warranty, HP Care Pack Service, and HP contractual support agreements

Support available 24X7irrespective of the location.

Personalized online dashboard via HP Insight Online

Free resources to focus on the

business

Solutions for Small and Large businesses

Improve business uptime

Business

Channel Partner

HP Support

Customer Value: Up to 66%* faster problem resolution

Accurate Troubleshooting:Up to 95%** First time fix rate

IT budget allocation Survey Findings

Not enough investment in innovation; too much in maintaining legacy infrastructure

65%

25%

10%

Operations Maintenance & Mgmt.Migration & UpgradesInnovation


Benefits to the customer

Reduced Risk

66% Less unplanned downtime

43% Fewer unplanned downtime incidents

$112, 000 annual cost savings

$31,798 increase in total productivity

$21,300 reduction in IT operation/cost reduction

$59,013 Benefit from risk mitigation/user productivity

IDC White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# 239199, January, 2013

"The best thing about HP Insight Online is the visibility from anywhere, which saves me time. I'd say a savings of 20 hours per year."

IDC Whitepaper outlines benefits of Proactive Insight Experience


An integrated manageability and serviceability experience

HP Proactive Insight experience solutions

HP Insight Online

24X7 remote monitoring, diagnostics and problem resolution for servers, storage, networking and printers

HP Proactive Care

Personalized and simplified support designed for converged, virtualized environments

Enabled by HP Insight Remote Support


HP Insight Remote Support

Customer value proposition

Reduced Costs(Do More with Less)

Reduced Risk(Gain Control)

Accelerated Growth(Keep Your Business Running)

Simplify and automate day to day system support to reduce cost and time spent in troubleshooting Make the most of limited resources

(time, people, and money) Increase the efficiency of your

infrastructure

Identify issues before they

become problems

Address problems before they become

reactive service requests or system

outages

Proactively monitor your systems and

gain insight for your infrastructure

Quick resolution helps improve

business uptime

Enhance system availability and

business productivity

Reduce troubleshooting and resolution

time as we know who you are and what

your problem is

Anytime, anywhere access via HP

Insight Online

When technology works, business works!


Proactive reports and advice before failures occur via Proactive Care Service and Insight RS. (NEW) Seamless connection to HP Insight Online for HP IT hardware. Agentless, fast set up for HP ProLiant Gen8 Servers. Improved Installation wizards to discover, verify the remotely supported IT devices and to set up the hosting device. (NEW) Automatic device grouping, with easy configuration Improved configurability of notifications 24x7 phone-home from HP or HP Authorized Reseller Automatic problem reporting and support case submittal to HP support centers or HP Authorized Service Partner Browser support includes IE 9, 10, Chrome 18, Firefox 17 and 18 (NEW) On-site service dispatch via Proactive Care or HP service contract Secure SNMP v3 support, with service event adapter (NEW) Local language UI based on browser language

HP Insight Remote Support 7.x

Note: HP Insight RS 7.0.8 is a replacement and an upgrade to devices previously supported by HP Insight RS Standard and HP Insight RS 7.0.5.

Key features for 7.0.8

HP Insight RS 7.x has earned the TRUSTed Cloud Data Privacy Certification from TRUSTe. Read more ..


How does HP Insight RS 7.0.8 integrate with HP Insight Online?

HP Integrated Management & Support experienceHP Insight RS with HP Insight Online

HP Insight Online (www.hp.com/go/insightonline) is a new capability available through the HP Support Center portal for one stop, secure access to product and HP support information specific to the customers IT environment.

HP Insight Online has two sections:

My IT Environment : For Customers

My Customers : For Partners only

My IT Environment section: For Customers My Customers section: For Partners

Can automatically display devices remotely

monitored by HP Insight RS 7.x and provides

the ability to track service events and support

cases, view device configurations and

proactively monitor your service credits

information, HP contracts and warranties

from anywhere and at anytime.

With authorization from customers,

HP partners can remotely view their

customers IT environment online from anywhere and at anytime to provide

service support and consultation.

Customers Partners


HP Insight Online How to get started?

Eligibility

Activation

Access

Partnership

HP ProLiant Gen8 Servers configured with the Insight Remote Support 7.x host device are automatically eligible for display on HP Insight Online

Other HP servers, storage, networking and printing devices can be configured using traditional agents installed on their devices

Activation of this integration simply requires entering the HP Passport User ID and password in Insight Remote Support to enable online access

Logging into the HP Support Center account will allow you to display any of the HP devices monitored by Insight Remote Support 7.x since ownership is automatically assigned to you

If you choose to associate your HP Authorized Service Partner with the HP devices monitored by HP Insight Remote Support 7.x, those devices will also be automatically visible to the partners in their Insight Online view


Client: Regional Transportation Commission of Washoe County

Success stories

HP Insight Remote Support software saves us time and money by monitoring our systems 24/7. By detecting and resolving issues faster, it helps us

avoid disruption to business operations. By initiating service calls automatically, it frees us to

focus on other things.

John Ponzo, Senior IT Analyst,

Regional Transportation Commission of Washoe County

Read More


Client: MegaFon

Success stories

Before Insight Remote Support, some of our people had to spend all of their time just investigating

system logs. Now they are free to do planning and implementing and to install new systems.

They have time to think!

Svetlana Semicheva,UNIX System Chief Administrator,

MegaFon North-West

Read More


Proactive Care

Enabled by HP Insight Remote Support

HP Proactive Care leverages remote technologies and remote specialist resources to provide advice, recommendations & reporting that help avoid problems, plus rapid, expert support to resolve any problems quickly and effectively.

An enhanced call experience with rapid access to advanced technical expertise and start to finish case ownership when you log a call

Proactive reports with analysis and advice to help prioritize and address potential problems before they happen


HP Proactive Care for IT health

Proactive consultation Connected customer experience

Rapid recovery

Proactive consultation

Advanced technical expertise

Prevent problems from occurring with reports, analysis, and recommendations

Rapid recovery if there is a problem

Enhanced call experience with rapid response when there is a problem

Advanced technical expertise and start to finish case ownership

Access to innovative automation tools

Phone home capability and access to data for quick diagnosis

Access to current data for analysis and reports


Technical Account Manager

Review the reports, data analysis, and makes recommendations and advice

Proactive advisory support featuresPrevent problems before they happen

HP Proactive Care Reports

Proactive Scan

Twice yearly proactive scanwith recommendations and advice

Firmware Release & Software Patch ReportTwice yearly firmware, patch& software assessment andupdate recommendations

Incident Report

Quarterly incident trend reports to help identify configuration or environment issues

Account Support Manager with Personalized Support

Features an annual support plan, support review meetings, and best-practice operational and technical advice.


Technical Account Manager

Review the reports, data analysis, and makes recommendations and advice

Proactive advisory support featuresWithout Insight Remote Support

HP Proactive Care Reports

Proactive Scan

Twice yearly proactive scanwith recommendations and advice

Firmware Release & Software Patch ReportTwice yearly firmware, patch& software assessment andupdate recommendations

Incident Report

Quarterly incident trend reports to help identify configuration or environment issues

Account Support Manager with Personalized Support

Features an annual support plan, support review meetings, and best-practice operational and technical advice.


Hardware and Software support featuresRapid response to resolve problems when they happen

Connected Customer Experience Remote tools with phone home

capability that automatically generates a case and notifies you

Enables immediate remote diagnostics

Reduces problem identification time

Provides data for Proactive reports

Enhanced Call Experience Rapid connection to a technical

solution specialist who handles your case from start to finish

Enhanced escalation process

Collaboration with 3rd party SW vendors if SW not on HP contract

Response centers backed by HPs global delivery and expertise

Problem Response Flexibility for each system

component with choice of:

NBD, 24 x 7 x 4 , or 6hr Call To Repair, Hardware Support

Optional Defective Media Retention or CDMR

24 x 7 basic Software Support with Collaborative ISV call management

Delivered by remote Technical Solution Specialists End to end call ownership

Delivered by Onsite Customer Engineers Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched


Hardware and Software support featuresWithout Insight Remote Support

Connected Customer Experience Remote tools with phone home

capability that automatically generates a case and notifies you

Enables immediate remote diagnostics

Reduces problem identification time

Provides data for Proactive reports

Enhanced Call Experience Rapid connection to a technical

solution specialist who handles your case from start to finish

Enhanced escalation process

Collaboration with 3rd party SW vendors if SW not on HP contract

Response centers backed by HPs global delivery and expertise

Problem Response Flexibility for each system

component with choice of:

NBD, 24 x 7 x 4 , or 6hr Call To Repair, Hardware Support

Optional Defective Media Retention or CDMR

24 x 7 basic Software Support with Collaborative ISV call management

Delivered by remote Technical Solution Specialists End to end call ownership

Delivered by Onsite Customer Engineers Provides onsite repair if required. Customer Engineers with the appropriate skills are dispatched


Proactive Insight ExperienceAn integrated manageability and serviceability experience

Automate routine tasks to reduce costs

Access IT infrastructure information anytime, anywhere

Prevent problems

before they occur

Automate


HP Insight Remote Support < - > Insight OnlineHP Insight Remote Support

HP Support

Servers Storage NetworkSelect

Printer

Customer


How it works

Customer site HP site

Insight Remote Support

Diagnosis and dispatch team

Insight RS database

Configuration collections

HP field or channel partner service delivery onsite

interventionOnsite repair by SLA

Recommendations

Configuration collections

Devices with agents or embedded technology

Network

Servers

Storage

Service events

Customer

HP case handling system

Events and case details

HP and channel partners

Inventory and proactive reports

Support processautomation

Secure internet

Proactive Care Reports

Insight Online


HP Insight Remote Support is secure!

All information collected by Insight

Remote Support is encrypted and

digitally signed using an X.509

certificate prior to transport to HP.

Data is sent to HP via secure HTTPS

(SSLv3 or TLS) and is stored in a secure

data facility in one of HPs corporate

data centers.


Release notes, installation and configuration guides, & other technical documents


Useful links

HP Insight Remote Support: www.hp.com/go/insightremotesupport

HP Insight Remote Support - Frequently asked Questions

HP Insight Remote Support Advanced

HP Insight Remote Support Standard

Security White Paper which addresses security questions:

www.hp.com/go/insightfoundation-manuals

Software download: www.software.hp.com

Technical Support: www.hp.com/go/rstechsupport

HP Insight Online: www.hp.com/go/insightonline/info

HP Insight Online - Frequently asked questions

HP Insight Online - Brochure


Release notes, installation and configuration guides, & other technical documents


Videos

HP Insight RS : http://www.youtube.com/watch?v=CNB1KjS6iXc

HP Insight RS Secret to a successful business: http://www.youtube.com/watch?v=zPBoQqsXhjY

Easy Install & Setup of HP Insight 7.0.8 & Insight Online

YouTube Link: http://youtu.be/jaRuqfieU44

Internal Link: http://h20621.www2.hp.com/video-

gallery/us/en/products/blades/AD23671E-E721-48A9-92C4-37AA80E4B9C6/r/video/

HP Insight Online

http://www.youtube.com/watch?v=N1-juNL2BLk


Insight Remote Support 7.0.5Installation and configuration Demo Course

This self-paced course is available through the HP Services Media Library (SML) website for customers and partners

The demonstration is not intended to replace the product documentation. Always refer to the most current product documentation when performing an installation.

The release includes configuration on Hosting

Device and the following devices:

ProLiant G8 Windows

ProLiant G7 Windows

Linux Server

HP-UX

P6000

P4000

P2000C

c-Class BladeSystem

A-Series Switch

Printer

SML HP Internal http://thesml.hp.com/

SML Partner http://www.hp.com/go/psml

SML Customer Self-Repair http://www.hp.com/go/sml



Why HP?

Industry leading remote support capabilities for

environments of all sizes

Increased Total Customer Experience

Faster problem resolution using innovative diagnostics,

and problem resolution integrated into

HP support centers

Helps enable increased proactive advice

and consultation


Call to action

Spend more time focusing on your business and less time solving problems!

Download HP Insight Remote Support solution today

and start realizing the benefits!

Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Thank you

Customer Presentation

Documents

Transcript of Customer Presentation