A.05.70 HP Insight Remote Support Advanced and Remote Device Access Security Overview (October 2011, 5900-1735)

system-specific access credentials are usually used, that is, the customer need not divulge administrator
or root passwords.
• Proprietary Collection (Level 3):
Utilize proprietary agents and/or processes hosted by the endpoint device’s operating system to deliver
differentiating services, for example, performance information, operating system command output, log
file contents, and agent data. Privileged access credentials are required. The system administrator may
be required to divulge the managed system’s administrator or root password.
2.11 Remote Device Monitoring
The Remote Device Monitoring collects and monitors hardware events from the monitored device. If an event
requires HP intervention, such as a hardware failure, it is automatically sent to HP for analysis and is acted
upon as per the service level agreement. Systems supported by the Insight Remote Support Advanced solution
include (but are not limited to) servers, storage devices and network devices.
NOTE: A detailed list of supported hardware devices can be found in the document A.05.70 Insight Remote
Support Advanced Release Notes available at http://www.hp.com/go/insightremoteadvanced-docs.
Although the events sent to HP do not involve any business data, they do contain information about the
failing device. This information may include sensitive information such as IP addresses and fully qualified
host names. To ensure that HP customers are protected, HP has implemented a range of standard security
techniques that are highlighted later in this document.
2.11.1 Installation and Setup
Various components within the Insight Remote Support Advanced application suite perform RDM activities.
The Insight Remote Support Advanced Software Manager is included to manage the installation and
maintenance of these components.
2.11.2 Remote Device Monitoring Components
The following Insight Remote Support Advanced components comprise Remote Device Monitoring:
• Remote Support Common Components (MC3)
MC3 provides tools used to enable the collection of information used to uniquely identify the Central
Management Server (CMS).
• Remote Support Eligible List (RSE)
The Remote Support Eligible List (RSE) is actually a collection that is automatically created by HP SIM
when the Insight Remote Support Advanced Client plug-in is successfully installed. The RSE List displays
with other collections in the HP SIM UI and includes systems discovered by HP SIM that are supportable
by Insight Remote Support Advanced. There is also a Remote Support Systems List in the Services Tab
of the Remote Support Option in the HP SIM UI. This list should contain the same systems as the RSE
list; however, enabling Remote Support event submission only happens through the Remote Support
Systems List, not the RSE List.
• Web-Based Enterprise Services (WEBES)
WEBES is a set of service tools, specifically WEBES Director, WEBES Common Components, and
System Event Analyzer, that run on the HP SIM CMS with Insight Remote Support Advanced installed.
These tools are built upon a common set of services included in WEBES, called the WEBES Common
Components. WEBES acts upon platform-specific data using common services to present results to users
in platform-independent ways.
Currently, WEBES integrates three components and service tools, System Event Analyzer (SEA, Computer
Crash Analysis Tool (CCAT), and Event Logging Monitoring Collector (ELMC).
28 HP Insight Remote Support Advanced