HP Insight Remote Support
Overview
• Gain control of the environment
• Do more with less
• Keep the business up and running
If you rely on technology to improve your customer
experience and product quality, and to grow your
business, then you are probably faced with the basic
challenge of keeping your business up and running.
Maintaining infrastructure while controlling costs,
increasing staff productivity, and preventing system
downtime are probably other areas of concern
for you.
HP understands your challenges and is offering
HP Insight Remote Support to meet the needs of
your organization.
Spend less time solving problems and
more time focused on your business
HP Insight Remote Support delivers remote support
with enhanced security features for your HP servers
and storage, 24x7—so you can spend less time
solving problems and more time focused on your
business. You can have your systems remotely
monitored for hardware failure using technology that
has been proven at thousands of companies around
the world. In many cases, you can avoid
problems before they occur. HP Insight Remote
Support is available at no additional cost as part of
your warranty, HP Care Pack Service, or contractual
support agreement with HP.
HP Insight Remote Support requires access to an
industry-standard encrypted outbound initiated Internet
connection (HTTPS/443) only. The technology with
advanced security features should be acceptable
within the security policies of most companies.
There are two HP Insight Remote Support solutions:
HP Insight Remote Support Standard
HP Insight Remote Support Standard is the ideal
solution for small to midsize environments. HP Insight
Remote Support Standard provides basic remote
monitoring, notification/advisories and service
dispatch and can be installed on a shared HP
ProLiant Windows application server. The software
supports HP EVA storage devices, HP ProLiant, HP
BladeSystems, HP Integrity, and HP 9000 servers
running Microsoft Windows, Red Hat Enterprise Linux,
Novell SUSE, and Novell NetWare.
 Supported products include:
• HP ProLiant Servers
• HP BladeSystems
• HP Integrity Servers
• HP 9000 Servers
• HP EVA Storage
• HP Attached Storage and Blades
Operating systems supported include:
• Microsoft Windows
• Red Hat Enterprise Linux
• Novell SUSE
• Novell NetWare
The list of supported products will continue to expand;
therefore, please refer to the HP Insight Remote
Support Standard release notes for the latest list of
supported products.
HP Insight Remote Support Advanced (formerly
HP Service Essentials Remote Support Pack)
HP Insight Remote Support Advanced is ideal for
midsize to large environments. HP Insight Remote
Support Advanced is integrated with HP Systems
Insight Manager (SIM). It contains comprehensive
remote monitoring, notification/advisories, dispatch,
and proactive service support for nearly all HP
servers, storage, networks, and SAN environments
plus selected Dell and IBM Windows servers that
have a support obligation with HP. It also enables
HP to deliver higher levels of proactive support in
line with HP Mission Critical and Proactive Services
support agreements.
Supported products include:
• HP ProLiant Servers
• HP Integrity Servers
• HP BladeSystem Enclosures
• HP 9000 Servers
• HP Alpha Servers
• Selected IBM and Dell Servers
• HP Modular Cooling System
• HP Dynamic Smart Cooling
• HP StorageWorks XP Disk Array, SAN switches,
Arrays, Storage Servers, Storage Blades, Virtual
Library Systems, and Tape Libraries
• HP Rack-mountable and Tower UPS
• Network devices such as HP ProCurve or
Cisco devices
2
Supported operating systems include Microsoft
Windows, HP-UX, Linux, Tru64, and OpenVMS
The list of supported products will continue to expand;
therefore, please refer to the HP Insight Remote
Support Advanced release notes for the latest list of
supported products.
Please refer to the comparison table on page 3 to
learn more about the two solutions.
When business results count, count
on HP
Gain control by proactively monitoring your systems
and gaining insights for your infrastructure—such as
event notifications and proactive recommendations.
You can address problems before they turn into
reactive service requests or system outages. HP Insight
Remote Support allows you to:
• Reduce intervention and increase control
• Enhance your reputation and achieve peace of mind
• Take actions that can help prevent problems
from occurring
Do more with less by increasing the efficiency of your
infrastructure. You can simplify and automate
day-to-day system support and make the most of your
limited resources. HP Insight Remote Support includes:
• Automated notification and dispatch
• Faster support response time and reduced risk
freeing resources for business innovation
• Access for no additional cost as part of your
warranty and support entitlements
Keep your business running by remotely diagnosing
and resolving issues with ease and accuracy. You
can enhance your system availability and business
productivity through quick and accurate resolutions.
With HP Insight Remote Support you can:
• Take advantage of a proven technology with
advanced security features used by thousands of
customers around the world
• Proactively reduce risk of downtime
• Leverage automatic, accurate case submission
and resolution, and reduce the time spent
troubleshooting and resolving problems
Comparison table to learn more about the two solutions

Functionality HP Insight Remote Support Standard HP Insight Remote Support Advanced*

Cost of solution Available at no additional cost for all customers with a warranty, HP Care Pack Service and HP contract support obligation. No licensing fees.

Installation  vailable as a download package from HP Software Depot or as part of

A Bundled with the HP SIM Installation. Available as a HP SIM download
the Insight Control Environment/Management suite package or as part of the Insight Control Environment/Management suite

Security Based on standard Internet security protocols as frequently used for applications like home banking

Monitored environment size Optimized for 1-50 devices Optimized for up to 1,400 monitored devices

Hosting device Windows ProLiant server that can be shared with other applications Dedicated server required to host both HP SIM and Insight RSA

Remote capabilities • 24x7 remote monitoring • 24x7 remote monitoring

• Automated event detection and reporting without any
manual intervention
• Automatic service dispatch, based on device’s warranty, HP Care Pack
Service or contract definition
• Automated event detection and reporting without any manual
intervention
• Automatic service dispatch, based on device’s warranty,
HP Care Pack Service or contract definition
• Ability to view warranty and contract details for all discovered
HP devices

Proactive services Not available Additional capabilities to deliver proactive services such as health
checks, availability, patching and so on. Available for HP Mission
Critical Services customers

Software updates Managed automatically through the Remote Support Software Manager

View of incident details for all No centralized view of all cases Single view through HP Systems Insight Manager (HP SIM) user interface,
devices including case ID and current status

Problem resolution Detailed problem resolution information, including part location in device

Ease of installation and Entire environment is easily installed and configured Entire environment is easily installed and configured and managed
configuration (< 30 minutes after download) centrally. centrally. Configuration time proportionate to number of
monitored devices.

Extensibility Not available Easily extendable platform by leveraging other HP SIM extensions,
for example, provisioning, patch, Virtual Machine, power, and
performance management

Integration with management Not integrated. Simple event notification with other management Integrated into HP SIM, which allows simplification of the customer’s IT
platforms and processes applications possible support processes. Ability to intelligently integrate with HP Operations
Manager. Simple event notification with other management applications
possible.

Products Supported Servers: Servers:

• HP ProLiant, Integrity, and HP 9000 commercial servers • HP ProLiant, Integrity, and HP 9000 Servers
• HP BladeSystem Enclosures • HP BladeSystem Enclosures
Storage: • HP Alpha Servers
• HP StorageWorks Enterprise Virtual Arrays and Modular Smart Arrays • Selected IBM, Sun, and Dell non-HP servers
• HP StorageWorks Storage Blades and Servers Storage and Networks:
For more details, please see the HP Insight Remote Support Standard • HP StorageWorks XP Disk Array, Enterprise Virtual Arrays, Modular
Release Notes Smart Arrays, Virtual Library Systems, and Tape Libraries
• HP StorageWorks and other SAN Switches
• HP StorageWorks Storage Blades and Servers
• HP Rack Mountable and Tower UPS
• Network devices (for example, HP ProCurve or Cisco devices)
Environmental:
• HP Modular Cooling System
• HP Dynamic Smart Cooling
F or more details, please see the HP Insight Remote Support Advanced
Release Notes*

Formerly known as HP Service Essentials Remote Support Pack

*

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 Why HP?
• Industry-leading remote support: HP provides
industry-leading remote support capabilities for
environments of all sizes.
• Faster problem resolution: HP Insight Remote
Support can provide faster problem resolution using
innovative diagnostics.
• HP server and storage availability with HP Insight
Remote Support is restored, on an average, 20
percent faster due to quicker problem detection,
better diagnosis, and more rapid initiation of
repair activities.
• Cases detected and diagnosed through this software
have a near-100 percent first-time fix rate, due to
the availability of accurate, detailed diagnostic
information.
• Proactive advice: HP Insight Remote Support enables
increased proactive advice.
• Automation combined with global support center
processes makes HP the right choice.
• You can have your systems remotely monitored
for hardware failure 24x7 using technology with
advanced security features that have been proven at
thousands of companies around the world.
Technology for better business outcomes
To learn more, visit www.hp.com/go/insightremotesupport
© Copyright 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject
to change without notice. The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein should be construed as
constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions
contained herein.
4AA2-6203ENW Rev.1, July 2009
For more information
For downloads or to learn more about how you can
gain control over your IT environment, do more with
less, and keep your business up and running, visit:
www.hp.com/go/insightremotesupport
Regional Transportation Commission of Washoe
County, Nevada
“Insight Remote Support ultimately saves us time
and money by resolving issues faster and detecting
problems to avoid disruption of our business
operations. The benefits of this new software allow for
reduced downtime, and when or if hardware issues
occur, we are able to restore and minimize
our downtime.”
—John Ponzo, I.T. Analyst
GE Healthcare
“HP Insight Remote Support adds a very high level
of connectivity and report ability to any environment.
Building a transparent network with full visibility to
any potential errors should be the goal of any IT
department. Insight Remote Support can help you
achieve this.”
—Josh Cash, Site Support Specialist
This is an HP Indigo print.