Customer Presentation

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.

Agenda • Insight Remote Support

• Proactive care • How it works

• Security • Resources

2


Why HP Insight Remote Support? Business

Customer Value: Up to 66%* faster problem resolution Accurate Troubleshooting: Up to 95%** First time fix rate

Channel Partner

IT budget allocation – Survey Findings 10%

HP Support

Solutions for Small and Large businesses

Improve business uptime

Support available 24X7 irrespective of the location. Personalized online dashboard via HP Insight Online

Free resources to focus on the business

Included with HP warranty, HP Care Pack Service, and HP contractual support agreements 3


25%

65%

Operations Maintenance & Mgmt. Migration & Upgrades Innovation

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

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 Whitepaper outlines benefits of Proactive Insight Experience

"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 White Paper Sponsored by HP & Intel, The Business Value of the HP Proactive Insight Experience, Doc# 239199, January, 2013 4


HP Proactive Insight experience solutions An integrated manageability and serviceability experience

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

5


Customer value proposition HP Insight Remote Support

Accelerated Growth (Keep Your Business Running)

Reduced Risk (Gain Control)

Reduced Costs (Do More with Less)

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

6

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!

HP Insight Remote Support 7.x Key features for 7.0.8 •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 RS 7.x has earned the TRUSTed Cloud Data Privacy Certification from TRUSTe. Read more ..

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. 7


HP Integrated Management & Support experience How does HP Insight RS 7.0.8 integrate with HP Insight Online?

HP 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 customer’s IT environment. HP Insight Online has two sections: • My IT Environment : For Customers • My Customers : For Partners only My IT Environment section: For Customers 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.

8

My Customers section: For Partners With authorization from customers, HP partners can remotely view their customer’s IT environment online from anywhere and at anytime to provide service support and consultation.

Customers


Partners

HP Insight Online – How to get started? Eligibility

• 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

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

Access

Partnership

9

• 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


Success stories Client: Regional Transportation Commission of Washoe County

“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 10


Success stories Client: MegaFon

“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 11


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 12


HP Proactive Care for IT health Proactive consultation

Connected customer experience

Rapid recovery

Proactive consultation

Access to innovative automation tools

Rapid recovery if there is a problem

• Phone home capability and access to data for quick diagnosis • Access to current data for analysis and reports

• Enhanced call experience with rapid response when there is a problem • Advanced technical expertise and start to finish case ownership

• Advanced technical expertise • Prevent problems from occurring with reports, analysis, and recommendations

13


Proactive advisory support features Prevent problems before they happen Proactive Scan Twice yearly proactive scan with recommendations and advice

Firmware Release & Software Patch Report Twice yearly firmware, patch & software assessment and update recommendations

Incident Report Quarterly incident trend HP Proactive Care Reports reports – to help identify configuration or environment issues

Technical Account Manager Review the reports, data analysis, and makes recommendations and advice

Account Support Manager with Personalized Support Features an annual support plan, support review meetings, and best-practice operational and technical advice. 14


Proactive advisory support features Without Insight Remote Support Proactive Scan Twice yearly proactive scan with recommendations and advice

Firmware Release & Software Patch Report Twice yearly firmware, patch & software assessment and update recommendations

Incident Report Quarterly incident trend HP Proactive Care Reports reports – to help identify configuration or environment issues

Technical Account Manager Review the reports, data analysis, and makes recommendations and advice

Account Support Manager with Personalized Support Features an annual support plan, support review meetings, and best-practice operational and technical advice. 15


Hardware and Software support features Rapid response to resolve problems when they happen Connected Customer Experience •

Enhanced Call 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

•

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 HP’s 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

16


Hardware and Software support features Without Insight Remote Support Connected Customer Experience •

Enhanced Call 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

•

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 HP’s 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

17


Proactive Insight Experience An integrated manageability and serviceability experience

Access IT infrastructure information anytime, anywhere

Prevent problems before they occur

Automate Automate routine tasks to reduce costs 18


HP Insight Remote Support < - > Insight Online HP Insight Remote Support

Customer HP Support

Servers 19

Storage

Network

Select Printer


How it works Customer site

HP site Insight Online

Devices with agents or embedded technology

Support process automation

Servers

HP case handling system Events and case details

Insight Remote Support

Secure internet

Configuration collections

Storage Insight RS database Inventory and proactive reports

Network

Diagnosis and dispatch team

Recommendations

HP and channel partners

Customer

Service events

20

Configuration collections

HP field or channel partner service delivery onsite intervention

Onsite repair by SLA


Proactive Care Reports

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 HP’s corporate data centers.

21


Useful links HP Insight Remote Support Release notes, installation and configuration guides, & other technical documents • 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

22

–

HP Insight Online - Frequently asked questions

–

HP Insight Online - Brochure


Videos HP Insight Remote Support Release notes, installation and configuration guides, & other technical documents • 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/videogallery/us/en/products/blades/AD23671E-E721-48A9-92C4-37AA80E4B9C6/r/video/

• HP Insight Online • http://www.youtube.com/watch?v=N1-juNL2BLk

23


Insight Remote Support 7.0.5 Installation and configuration Demo Course This self-paced course is available through the HP Services Media Library (SML) website for customers and partners • 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 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:

24

•

ProLiant G8 Windows

•

ProLiant G7 Windows

•

Linux Server

•

HP-UX

•

P6000

•

P4000

•

P2000C

•

c-Class BladeSystem

•

A-Series Switch

•

Printer


Why HP? HP Insight Remote Support • 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

25


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!

26


Thank you


Customer Presentation

Recommend Documents