HP Expert Chat on How Insight Remote Support and InsightOnline Bring New Capabilities to Self-Solving IT ProblemsTranscrip...
decisions need to be conducted with ongoing visibility, performance analytics, and, of course,time is important, so near r...
Well also hear specifically on how HP is redefining modern data-center support, enabling farmore insights into performance a...
Now, let’s sit back and look at how this support has changed throughout the years. Support usedto be very manual. A lot of...
How much does it cost in downtime? What if your individual servers are impacting your factory?For us, its about keeping yo...
been able to achieve a faster installation process, eliminating a lot of those hurdles that made itmore difficult. Its now ...
Security and privacyFirst of all, security and privacy are extremely important. We actually compare our privacypolicy agai...
Weve created a new portfolio of services that is taking advantage of this new knowledge andinfrastructure to provide new v...
Eliminate licensing issuesPaddy Medley: The good news is, Dana, is that what we’re trying to do with the solution here    ...
Hosting deviceIf you have a bunch of legacy devices in your environment, you’d have to set up what we call ahosting device...
Our security is multilayer. It starts with information collected at the customer site. First of all, thecustomer has visib...
running on the operating system. If you want to get some of the benefits of the new HP InsightOnline portal or use the bake...
where you can view events and view the devices, thats limited to access within the environment,within the VPN, and only to...
What were doing with the solution here is that, as we collect configuration and eventinformation from customer environments...
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HP Expert Chat on How Insight Remote Support and Insight Online Bring New Capabilities to Self-Solving IT Problems


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HP Expert Chat on How Insight Remote Support and Insight Online Bring New Capabilities to Self-Solving IT Problems

  1. 1. HP Expert Chat on How Insight Remote Support and InsightOnline Bring New Capabilities to Self-Solving IT ProblemsTranscript of a BriefingsDirect expert chat with HP on new frontiers in automated remotesupport.Listen to the podcast. Find it on iTunes/iPod. Sponsor: HPDana Gardner: Welcome to a special BriefingsDirect presentation, a sponsored podcast created from a recent HP Expert Chat discussion on new approaches to data center support, remote support, and support automation. Data centers must do whatever it takes to make businesses lean, agile, and intelligent. Modern support services then need to be able to empower the workers and IT personnel alike to maintain peak control, and to keep the systems and processes performing reliably at lowest cost.This is Dana Gardner, Principal Analyst at Interarbor Solutions. To help find out more about howto best implement improved and productive IT support processes, I recently moderated an HPExpert Chat session with Tommaso Esmanech, Director of Automation Strategies at HPTechnology Services. [Disclosure: HP is a sponsor of BriefingsDirect podcasts.]Tommaso has more than 16 years of HP IT support experience, and has been a leader indesigning new innovations in support automation.In our discussion now, you’ll hear the latest on how HP is revolutionizing support to offer newinnovations in support automation and efficiency.As part of our discussion, were also joined by two other HP experts, Andy Claiborne, UsabilityLead for HP Insight Remote Support, and Paddy Medley, Director of Enterprise Business IT forHP Technology Services.Our overall discussion begins now with a brief overview from me of the data center agilitymarket, and need for improved IT support capabilities.I begin by looking at why industry and business leaders are forcing a rethinking of data centersand their support. Agility is the key nowadays. The speed of business has really never beenfaster, and it needs to be ever more responsive. It seems that even more time compression isinvolved in reacting to customers. And reacting to markets now is more than essential, its aboutsurvival. Those that cant keep up are in a pretty tough -- even perilous -- situation.Modern data centers therefore must serve many masters, but ultimately, its primarily a tool ofbusiness, and it must perform therefore at the speed of business. For example, nowadays theimpacts of big data are demanding that decisions are increasingly data-driven. A lot more dataneeds to be tapped and mined. Decisions need to be made based on data -- and those business
  2. 2. decisions need to be conducted with ongoing visibility, performance analytics, and, of course,time is important, so near real-time.But even as data centers support these new levels of agility and analysis, they also need tobecome cost-reduction centers. Modern IT must do more for less, and that extends especially toongoing operations and support, which for many people are their largest long-term costs in theirtotal cost equation.Big date requirementsBut not only are data centers supporting many types of converged infrastructure, and now increasingly virtualized technical workloads, too. Theyre supporting big data requirements -- as we pointed out, data continues to explode -- but they must do this all efficiently, with increased automation as a key component of that efficiency. And moving towards lower energy costs is increasingly important as well. To accomplish this high efficiency and to exploit the best in performance management and operational governance, these new requirements are all essential to delivering that never failing reliability. And we can also move nowtoward proactive types of support -- to continue the ongoing improvement and to maintainsystems with those high expectations met.In a nutshell, data centers must do whatever it takes to make businesses lean, agile andintelligent, as businesses and innovate and excel in their fast-changing markets. Modern supportservices need to be able to empower the workers and the IT personnel alike need to be able tomaintain peak control, even within an ecosystem of support, so constituents can keep thesesystems and processes performing reliably, at the lowest possible cost.Fortunately, todays modern data centers are like no others before. For the first time, data centerscan accommodate the interrelated short-term tactical imperatives and the long-term strategicrequirements demanded by their dynamic business demands and requirements.By delivering fit-for-purpose utilization and converged infrastructure control -- and by putting apriority on energy conservation and automated support -- total costs are no longer spiraling out ofcontrol. By doing all of this correctly -- managing your data center for efficiency and putting inproactive support to continue operational efficiency – you can gain huge payoffs.But there are big challenges in getting there as well. So its important to execute properly to keepthat efficiency continuing and building over time. This is, after all, a journey. So today, weregoing to learn about how modern data centers are being built for business demands first andforemost, and well see how converged infrastructure methods and technologies are being used toretrofit older data centers into fleet, responsive engines of innovation.
  3. 3. Well also hear specifically on how HP is redefining modern data-center support, enabling farmore insights into performance and operation and modernizing through efficiency projects likeVoyager, Moonshot and Odyssey, the big initiatives at HP that weve heard quite a bit about, andthat are changing the very definition of the data center.Moreover, were going to see how HP Technology Services places a proactive edge on servicesupport. And they’re pioneering support automation and remote support, with all of this designedto make IT more responsive so that the businesses themselves can stay adaptive.I now have the pleasure of introducing our main speaker, Tommaso Esmanech, Director ofAutomation Strategies at HP in the Technology Services Group. Hes going to provide anoverview on how HP is revolutionizing support to offer new innovation in support automation.Tommaso leads the Deployment and Business Impact of Web Services implementation, changemanagement, and technologies intended to distribute faster and more customer-oriented servicesvia the Internet.Support automationTommaso Esmanech: Thank you, Dana, and good day to everyone joining today. Before we dive into how HP is implementing support automation and enabling a new and a next generation of data centers, we need to understand what HP is trying to achieve with support automation. Our intent is to automate the entire support processes, eliminate minor work, and improve production and activities for the entire enterprise. This involves finding solutions for software and hardware, and making hardware and software work seamlessly together by providing a best-in-class customer experience.What we need to understand is that the world is changing. Customers are using devices that noware providing a new, innovative experience. Their front end is becoming easier. Customersdemand integrated capabilities and are requesting a seamless experience, though the back end,the data center, is still complex, articulated, and provided by multiple vendors.You have network storage and management software that needs to start working together. Webegan a the journey about 18 months ago in HP to make that change, and we’ve called itConverged Infrastructure. HP took on the journey, mostly because were the only provider in theindustry that provides all the components to make the data center run seamlessly. Were the onlyprovider for data-center network solutions, storage, servers, and management software.Let’s put this in context of support automation. When you have hardware and software workingtogether and you’re supplying services within that chemistry, you achieve a powerful position forcustomers. Furthermore, if youre able to automate the entire support and service process, youprovide a win-win situation for you, our customers, our HP partners, and for HP, of course.
  4. 4. Now, let’s sit back and look at how this support has changed throughout the years. Support usedto be very manual. A lot of the activities used to reside on site where a very qualified workforce,customer engineers and system engineers, would interact to resolve and manage situations.In the early 90s, we saw a change with infrastructure support moving from decentralized tocentralized global and regional centers, moving routine activities into those centers andproviding a new role for the customer engineers by focusing on value-added infrastructure andcapabilities.In the 90s, we saw the explosion of the Internet. The basic task was to move to the Web sales,service, our system knowledge base, chat, support cases and case management. A lot of theseactivities were still manual, relying on human factor activities, to determine the root cause of aproblem.In 2000, we saw more growth of machine-to-machine diagnostics. Now, imagine that we cancompletely revolutionize that experience. We can integrate the entire delivery support processes,leveraging the machine experience, incorporating that with customer options of all theinformation with the customer in control, and really blending a remote support, onsite, phone,Web and machine-to-machine into a new automated experience. We believe that unimaginableefficiency can be achieved.Gardner: Tommaso, I just have a quick question. As we talk about support automation, how isthis actually reaching the customer? How do these technologies get into the sites where they’reneeded, and what are some of the proof points that this is making an impact?Intelligent devicesEsmanech: Let me talk about how we’re bringing the support automation to the customer. Itstarts with how we build intelligence and connectivity into the devices. You probably followedthe announcement in February of our new ProLiant servers, our Generation 8 servers.We have basically embedded more support capabilities into the DNA. We call it Insight Online.As of December 2012, we will be able to support in a similar fashion the existing installed base.This provides the customer a truly one-stop-shop experience for the entire IT data center.Now that it is easier to utilize and take advantage of an automated support infrastructure, whatare the key points? You dont have to make, or necessarily have to make, a phone call. You donthave to wait for a document provide a description. All those activities are automated, because themachine tells us how it’s feeling and what is its health status.Furthermore, if we compare our support infrastructure to standard human interaction andtechnical support, weve seen a 66 percent improvement in problem resolution. All these numbersare great for your business.
  5. 5. How much does it cost in downtime? What if your individual servers are impacting your factory?For us, its about keeping your systems up and running, making sure that you meet the customercommitments, and delivering your products on time.You may say, “Well, machine-to-machine support automation existed before.” Yes, some of themdid. What we added just recently is a new customer experience. The management of theinfrastructure, the access to the information, how it’s performing, was very much limited to thelocal management, with access only to the technical few, and they knew how to use it, they knewhow to read it.With Insight Online, accessible through the Web, we now provide secure, personalized anytime/anywhere access to the information. Were totally changing the dynamics from few who hadaccess to those who need to have access to the information. That reduces high learning times thatwere necessary before, and moves to the user-friendly, innovative, and integrated content that ourcustomers are requesting.Furthermore, Insight Online is integrated in real-time with a back end. Its not just a report ordashboard of information that is routinely updated. It truly becomes a management tool, whenyou can view the infrastructure.One of the other key aspects with Insight Online, this new Web experience, is that we didn’twant to create a new portal. We had made a conscious decision in integrating it with the existingcapabilities that youre using to do basic support tasks like accessing a knowledge base,downloading drivers and patches, downloading documentation, and making the infrastructure runseamlessly. The access to the information has to be seamless.Weve also leveraged HP Passport, the identification methodology that you use within your HPexperience, providing one infrastructure and not multiple access points.Gardner: Tommaso, can you give us a bit more detail about how it all comes together, the servermanagement and the support experience?Customer connectivityEsmanech: It starts with the connectivity on the customer side. We have a new Generation 8with embedded DNA that directly connects to the HP back end through Insight Remote Support.Through Insight Remote Support, were able to collect information and provide alerts aboutevents, warranty, case-management status, and collect all the information necessary for us todeliver on the customer commitments.In this new version, weve embedded new functions. For example, we allow you to provideidentification on the HP service partner that is working on managing your environment. It couldbe HP, or it could be a certified HP service partner. We have authentication through HP Passportthat allows and permits access to the information on Insight Online. Last but not least, weve
  6. 6. been able to achieve a faster installation process, eliminating a lot of those hurdles that made itmore difficult. Its now significantly easier to adopt Insight Online.Whats important to recognize is that as we collected the bulk of knowledge and information onhow these patches are performing, Insight Remote Support does role matching and eventcorrelation.It not only provides, as we say, traffic-light alerts. Youre able to correlate an event with otherevents to propose a multipurpose action and, in the end, trigger the appropriate delivery andsupport processes. For example, we can automatically send the right part to you in case you needto manage the device. We link with the standard support processes.When information is flowing from the customer side into HP support, they have access to thecustomer in Insight Online. We have access to a customer through our dashboard. This providesalerts and information about how the devices are performing and automatically links warranties.It informs the staff of when theyre going to expire, so you can take more proactive actions aboutrenewing it. They also automatically link support cases to events, and with one click, you cannavigate to the website.One new feature of Insight Online is access for our HP partners. I talked about having to identifya partner that is actually working on the device? What we have is now a new partner view, again,through HP servers and Insight Online. This uses a new tab called My Customers, and nowothers can be part of the entire interaction by being able to manage devices on behalf of thecustomer.You don’t have to install any of your own software. You don’t have to develop it. We areproviding the tools to be more productive, right from the start, by installing the HP server, HPinfrastructure, data network storage, and giving you new tools to give you more efficiency.HP Support Center with Insight Online also provides access to multiple users. You could be anaccount manager, managing infrastructure, who is going to meet the customer and you want totalk about that infrastructure, how its performing. You log onto Insight Online and review theinformation.Your HP partner can automatically view the information before even going on site and takingactions on a customer device. You will have everything accessible. If users complain that theinfrastructure is not performing, you will view the management software and know what isactually going on.You can actually gain that without having to be in the environment. It is kind of giving the lifeback, that is the way I would like you to see. Now, let’s also look at this in terms of security. Youhave information flowing from your data center back into HP and now accessible online.
  7. 7. Security and privacyFirst of all, security and privacy are extremely important. We actually compare our privacypolicy against all the countries that we do business in. Security is highly scrutinized. Weve beenaudited and certified for our security, and it’s extremely important for us to take care of yoursecurity concerns.Gardner: Tommaso, one of the things I hear quite a bit from folks is that they’re trying tounderstand how this all works in a fairly complex environment, like a data center, with manypeople involved with support. There are individuals working on the customer IT infrastructureinternally, self-maintainers as well, within that group.But they’re also relying on partners, and there are other vendors and other devices and equipmentand technologies involved. So how does the support automation capability that you have beendescribing address and manage a fairly fragmented support environment like that?Esmanech: It is indeed one of the questions we asked ourselves, when we started looking at howdo we solve todays problem? How do we give something more than just management software.It’s all about the users that need to access the information.As I said before, access through a management console is limited to the few that can have accessto that environment, because theyre within the network or they have the knowledge how to usethe tools. With the new experience, by providing cloud-based service in support automation,were able to provide tools to the customer to enable access to the right people to do the right job.HP shares devices or views devices or groups of devices with multiple users through the Web-based capabilities that we have with Insight Online. The customers then create groups. Also allcustomers manage. So youre in control of setting up those groups, saying who has the right toview the information and what he is able to do with such information.Another important aspect is the security when employees move on. Its part of life. You havesomebody working for you, and tomorrow he’s going to move to another organization. You don’twant that individual to have access to your information any longer. So weve given the ability tocontrol who is accessing information and eventually removing the users right to go into HPSupport Center Insight Online and see your environment. So it’s not only providing access, butalso controlling access.Let me take another look how things are changing. We have this easy-to-adopt Insight RemoteSupport. You have this new access methodology and you have all this knowledge, information,and content flowing from the customer environment into the hands of the right people to keep thesystem up and running.If you are under warranty, which is the minimal requirement to take advantage of thisinfrastructure, you still have a self-solve capability. You have to figure out what you have to do insome cases. While theres information provided, its still up to you.
  8. 8. Weve created a new portfolio of services that is taking advantage of this new knowledge andinfrastructure to provide new value to the customer.Proactive careOn the technology side, we need to look at proactive care service. First of all, a technicalaccount manager is assigned as a single point of contact for the software. Several componentsand reports are sent or made available to the customer. Incorporated incident reports arereviewed with a technical account manager.This allows them to decide configuration, performance, and security, match it against bestpractices. It allows them to understand what is the current version of software to keep theinfrastructure up and running at the optimal level.I want to close with few takeaways. First of all, products and services have come together toprovide an innovative and exciting user experience, helping to guarantee a 24x7 coverage, andproviding access to anywhere/anytime cloud-based and secure support, while managing who canreceive such information.Weve embedded this also with a new portfolio to take advantage of old HP expertise andknowhow. Now, partners, customers, and HP experts work together to dramatically increaseuptime and achieve efficiency at 66 percent.This concludes our main presentation, and I want to turn it back to you, Dana, for our Q&Asession.Gardner: Thank you, Tommaso, and I’d like to introduce to our audience a couple of moreexperts that we have with us today.Were here with Andrew Claiborne, Usability Lead for HP Insight Remote Support. Andy hasdeveloped HP remote support solutions for a half-dozen years within HP’s internal developmentlabs. He also developed portions of the HP Insight Remote Support capabilities with a specialfocus on usability.Were also here with Paddy Medley, Director of Enterprise Business IT for HP TechnologyServices. Paddy has more than 25 years of experience in the R&D of technology solutions for theHP services organization, responsible for the formulation and execution of technology solutionsthat are underpinning the delivery of HP technology services. Welcome to you both.Let me start with you, Paddy, about licensing. Do we use the full functions of iLO 4 and the newHP SIM without any licensing issues?
  9. 9. Eliminate licensing issuesPaddy Medley: The good news is, Dana, is that what we’re trying to do with the solution here is to make it as pervasive as possible and to eliminate licensing issues. HP SIM is essentially a product attribute. Once a customer purchases a storage server from HP or they’ve got such device that’s under service contracts, they are actually entitled to HP SIM by default. With iLO, iLO really comes in two formats, the standard format and advanced format. The standard format is effectively free, and the advanced format is for fee. The advanced format has additional facilities, such as supporting virtualmedia, directory support, and so on.Gardner: Thank you. We have a question here directed at Insight Remote Support. It’s about thesoftware. Theyre asking, is it included, and is it difficult to install?Medley: The preface of the first answer applies to this answer as well. What we’ve done withour overall solution is make it as easy to install as possible for the huge amount of human factoreffort in behind that. At its most basic level, what’s required is Insight Remote Support software,and that needs to be installed on a Windows-based system or a VMware guest or Windows guest.That’s pretty pervasive.The actual install process is pretty straightforward and very intuitive. As I said, its an area wherewe’ve gone through extensive human factors to make that as easy as possible to install.The other part of that is if the customer has Insight Manager already installed, theyll actuallyinherit its features, and there is an integration point there. For instance, if Insight Manager hasalready discovered a number of devices on the customer’s environments, we’ll inherit those withInsight Remote Support, and for pertinent events occurring in those systems, we’ll try to tracethem through Insight Manager into Insight Remote Support and back to HP.Gardner: Andy Claiborne, a question for you. Our viewers say that theyre working tomodernize their infrastructure and virtualize their environment. Theyd like to implement supportautomation like Insight Remote Support, but they feel the cost is too high. What does it cost toimplement this?Andy Claiborne: Previous versions of Insight Remote Support were very challenging to get installed, especially at large customer sites. Trying to address that has been one of the key features that weve been trying to bake into our latest release of our support automation tools. If you have just a couple of Gen8 ProLiants that you want to deploy in your environment and support using our support automation solutions, those systems are able to connect directly to HP, and that capability is just bakedinto their firmware. So its really straightforward to set those up.
  10. 10. Hosting deviceIf you have a bunch of legacy devices in your environment, you’d have to set up what we call ahosting device, which is one system that sits in your environment that listens to all of yourdevices and sends service events back to HP. For our latest release, weve dramatically reducedthe amount of time that it takes to set up, install, and configure the hosting device and implementremote support in your environment.In the labs, we have cases that used to take our expert testers 45 minutes to get through. Ourtesters can now get through them in five minutes. So it should be a dramatic improvement, and itshould be relatively easy.Gardner: Heres a related question. How soon can we recover the upfront cost of implementingHP support automation? I think this is really getting to the return-on-investment (ROI) equation.Claiborne: We look at two aspects. What does it cost to deploy it, and what benefit do you getfrom having remote support? As we said, the cost is greatly reduced from previous releases.The benefit, as Tommaso mentioned, is in looking at our case resolution data across thousands ofcases that have been opened, we see a 66 percent reduction in problem resolution time. Whenyou think about just how incredibly expensive it is if one of your critical system goes down andhow much that costs every second that that system is down, the benefits can be huge. So thepayoff should be pretty quick.Gardner: Okay, Tommaso, a question for you. They ask, why is Insight Remote Supportmandatory for proactive care?Esmanech: If you think about the amount of data that we need to collect to deliver against theproactive care, if we were to all do that activity manually, that would definitely make the valueproposition of proactive care through event and revision management, almost impossible tomanage or to adapt as a value proposition. So we separate those. Through the entire supportprocesses and collection of the data, were able to provide a price quantity that is very interestingand a great value proposition for our customers.A customer can choose as a part of our portfolio, foundation care, but of course, the price pointand the value it will provide is going to be different.Gardner: Here is a question that gets to the heart of the issue about your getting data from insideof other peoples systems. They ask, our company has very strict security requirements. Howdoes HP ensure the security of this data?Esmanech: That is really one of the most asked questions. After we start talking with thesecurity experts at the customer sites, were able to solve all the problems.
  11. 11. Our security is multilayer. It starts with information collected at the customer site. First of all, thecustomer has visibility into everything that we collect. When we collect it and transfer it to HP’sback end, all that information is encrypted. When we talk about providing access on InsightOnline through the Web, the access goes through HTTPS, so its encrypted access of information.For a password, for example, a minimum set of characters is required for an alphanumericpassword. Also, the customer has knowledge and information about who is accessing his andviewing his devices. Last but not least, we have certified our environment end-to-end for eTrust,which is one of the most important certifications of security for these type of services ininfrastructure.Product supportGardner: Paddy, a question from an organization with ProLiant servers as well as HP storageand networking products. Will Insight Remote support all of those products, or is it just theProLiant servers?Medley: Weve had our initial release of the new Insight Remote Support and Insight Onlinesolution. The initial solution covers Gen8 products only. In parallel with that, were working onthe second release, and that will be coming out in the summer.That will, in effect, provide similar support for all of our legacy devices, network storage, andserver spaces with the exception of three private tools, which we are looking at delivering in afuture release. Our objective here is to have pervasive coverage across all of our enterprise-basedproducts.Gardner: Okay, is there an upgrade path for Insight Remote Support, so that older versions cangain some of the new capabilities?Medley: There is indeed. We have our legacy remote support solution, which has very significantusage in customer sites. Were providing an upgrade path to customers to migrate from thatlegacy solution to our new solution, and that’s part of the bundle that will go with the summerrelease that I just spoke about.Gardner: Andy, we have a question here from another user. They have a lot of ProLiant serversrunning Insight Remote Support today and they are purchasing some of the new ProLiant Gen8s.Will different versions of Insight Remote Support interact, and how so, how would that work?Claiborne: A lot of you might have spent a lot of time and energy deploying our currentgeneration of remote support tools and youre wondering what does it do to the mix when we adda Gen8 ProLiant.First, if youre happy with your current set of features, you can monitor the Gen8 ProLiants withthe current Insight Remote Support tools, just as you would with any other ProLiant using agents
  12. 12. running on the operating system. If you want to get some of the benefits of the new HP InsightOnline portal or use the baked-in firmware-enabled remote support features of the new Gen8ProLiants, you would have to upgrade to the latest version of Insight Remote Support, and we’vetried to make this as easy as possible. Today, we have Remote Support Standard and RemoteSupport Advanced.Our next release of Remote Support, Version 7.0.5, will allow most Remote Support Standardcustomers and some Remote Support Advanced customers to upgrade automatically. We madethis upgrade as seamless as possible. It should be hands-off. We will import all of your devicedata, credentials, site information, contact information, and event history, into our new tool.Also, we’ve gone through extensive testing to make sure that, for example, if you had an OpenService event in your current Version 5 solution and you upgrade to Version 7, the service eventwill still be visible in your user interface and you’ll be able to get updates for it.Hands-off upgradeFor the remainder of Remote Support Advanced customers, if you have mission-critical features-- youre monitoring like an XP Array or a dynamic smartcooling device, things like that --support for those will come in the subsequent release, Version 7.1. With that, we will alsoimplement a seamless hands-off comprehensive upgrade process.Gardner: A user asks, Do I need a dedicated server to run Insight Remote Support?Claiborne: If youre running Insight Remote Support, you have this hosting device in yourenvironment that listens to events from all of your devices in the environment. That doesnt needto be a dedicated server and it doesnt need to be running on HP hardware either. You can run thaton any computer that meets the minimum system requirements, and you can even run that on aVMware box.We end up doing a lot of our testing in the lab in VMware systems, and we’ve realized that a lotof you out there are probably implementing VMware systems in your customer environments. SoVMware is supported as well.The one thing to remember, though, is that this box is the conduit for service events from yourenvironment to HP. So you need to make sure that the box is available and turned on and that itsnot a box that’s going to be accidentally powered off over the weekend or something like that.Gardner: Back to Tommaso, and the question is, what is the difference between Insight Onlineand Insight Remote Support?Esmanech: That’s come up before. The easy way to describe these is that Insight Online is theWeb access of Insight Remote Support. Its part of the entire support of the informationecosystem. While we do recognize that Insight Remote Support has a management console,
  13. 13. where you can view events and view the devices, thats limited to access within the environment,within the VPN, and only to the few people that know how to manage the environment.You also have to recognize that Insight Remote Support goes beyond just a management console.It has event correlation and it collects all the data. As Andy said, its a conduit back to HP. Theconduit back to HP leads to Insight Online. The way it is now, there are two systems, and theyrepart of the same ecosystem.Gardner: Tommaso, you mentioned self-solve services. What are those, and what did youmean?Esmanech: The term self-solve we define as those activities and capabilities for which acustomer can find a solution of the problem by himself. For example, if you were going on awebsite for support, youre accessing that knowledge base, finding articles and information onhow to troubleshoot or solutions to the problem. If you were just loading drivers, it’d becomponent of self-solve.By themselves, theyre not services that we sell, but theyre part of our services support portfolio.Its about doing business.Some of the self-solve capabilities may be available to customers with contracts, versuscustomers who have a warranty, or or dont even have an HP device, but we give the customerthe ability to solve problems by themselves.Future directionGardner: Next one to you, Paddy. This is sort of a big question. They are asking, can youpredict HP support automations future direction for the next 10 years? Can you look at yourcrystal ball and tell us what people should expect in terms of some of the capabilities to come?Medley: Were seeing a number of trends in the industry. We talked earlier about the convergedinfrastructure of storage, servers, and networks into single tabs and converged management ofthat environment.We’re seeing a move to virtualization. Storage is continuing to grow at a pervasive rate, andhardware continues to become more and more reliable. So when you look at that backdrop, thefuture is different from the past, in terms of service and service need. We’re seeing this greaterneed for interoperability, management, revision, configuration management, and for areas likeperformance and security.In other words, were also seeing a move to greater needs that are proactive, as well as reactive,service support. The beauty of the Insight Online solution is that it provides us a framework to goalong that path. It provides us the basic framework to provide remote event monitoring orreactive monitoring in the case of subsequent events occurring, and then getting those eventsback to HP, but also to deliver proactive service.
  14. 14. What were doing with the solution here is that, as we collect configuration and eventinformation from customer environments, that configuration and event information is securelytransported back to HP. Parts are loaded into a database against a defined data model.We’re bringing convergence of all the reference data associated with the products that we supportand then providing a set of analytics that analyze that collected data against that reference data,producing recommendations and actions and events management. In fact, aggregation and thatability to do that in that aggregated back end, that’s really providing us, we see, with a keydifferentiator.And then, all of that information is presented through the Insight Online portal, along with ourknowledge bases, forums, and other reference data. So its that whole aggregation that’s reallythe sweet spot with this overall solution.Gardner: Well, that sounds very exciting. Im afraid we’ll have to leave it there. A huge thanksto Tommaso Esmanech, Andy Claiborne and Paddy Medley.I’d also like to thank you, our audience, for taking your time, and I hope this was helpful anduseful for you. Im Dana Gardner, Principal Analyst at Interarbor Solutions. Goodbye until nexttime until the next HP expert chat session. Thank you.Listen to the podcast. Find it on iTunes/iPod. Sponsor: HPTranscript of a BriefingsDirect expert chat with HP on new frontiers in automated remotesupport. Copyright Interarbor Solutions, LLC, 2005-2012. All rights reserved.You may also be interested in: • Expert Chat with HP on How Better Understanding Security Makes it an Enabler, Rather than an Inhibitor, of Cloud Adoption • Expert Chat with HP on How IT Can Enable Cloud While Maintaining Control and Governance • Expert Chat on How HP Ecosystem Provides Holistic Support for VMware Virtualized IT Environments • Continuous Improvement and Flexibility Are Keys to Successful Data Center Transformation, Say HP Experts • HPs Liz Roche on Why Enterprise Technology Strategy Must Move Beyond the Professional and Consumer Split • Well-Planned Data Center Transformation Effort Delivers IT Efficiency Paybacks, Green IT Boost for Valero Energy