A.05.80 HP Insight Remote Support Advanced and Remote Device Access Security Overview (October 2012)

Security Overview
Chapter 2: HP Insight Remote Support Advanced
Utilize standard network protocols such as SNMP and WBEM to get attributes from the endpoint
device, for example operating system type and version, kernel parameters, and installed software. This
information will then be used to deliver as many remote support services as possible. Non-privileged
system-specific access credentials are usually used, that is, the customer need not divulge
administrator or root passwords.
l 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.
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 Insight Remote
Support Advanced Release Notes available at
http://www.hp.com/go/insightremotesupport/irsa/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.
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.
Remote Device Monitoring Components
The following Insight Remote Support Advanced components comprise Remote Device Monitoring:
l Remote Support Common Components (MC3)
MC3 provides tools used to enable the collection of information used to uniquely identify the Central
Management Server (CMS).
l 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
HP Insight Remote Support Advanced and Remote Device Access (A.05.80)Page 27 of 97