7.0.8 Insight Remote Support Security White Paper

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Insight Remote Support - Onsite
Insight Remote Support is a suite of support applications and services used to enhance the support experience by
automating routine support tasks. Insight Remote Support does this in three ways.
Remote Device Monitoring (RDM)
RDM monitors supported devices in your environment by listening for event messages from the local diagnostic
monitors. Diagnostic monitor event messages are analyzed by Insight Remote Support (Insight RS) and if it is
determined that preventative or corrective action by HP is needed to address the issue, the event is automatically sent
to HP where it can be further analyzed and processed. If further analysis indicates that a response by HP is necessary, a
support case will be automatically logged and the appropriate support teams will be notified of the issue.
Remote Data Collection (RDC)
Many of the devices in today’s IT environment can have complex configurations. Insight Remote Support has the ability
to collect configuration information for devices on a scheduled basis and send this information to HP. HP can use this
information to help restore your device configuration after replacement. HP can also use the device configuration
information for proactive services, by analyzing the configuration information, looking for anomalies, and reporting
them to you before they result in unplanned downtime.
Remote Device Access (RDA)
Remote Device Access gives your IT System Administrators the ability to allow authorized HP personnel access to your
environment in a secure and controlled way. HP understands that security policies may vary from customer to customer.
Therefore HP offers several secure remote access options to choose from, all of which provide a secure and controlled
connection for HP authorized support personnel into your network.
Figure 1: Insight Remote Support Onsite Architecture