Insight Remote Support 7.0.9 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
HP Support Center
Hosting Device
Insight Remote Support System Architecture
HP Datacenter
Insight Remote Support 7.0.9
HP Firewall
blw
Integration
Manager
Protocol
Manager
Software
Management
Keystore
Truststore
Managed Devices
Customer User
WBEM
HTTPS
Collection
Controller
HTTPS
Support
Automation
DB
SNMP
WBEM
User
Interface
Service
Execution
Application DB
Keystore
Truststore
HP Systems Insight Manager 7.3
My IT
Environment
My Support
Web
Browser
Keystore
Truststore
SNMP
HTTP
SSH
HTTPS
WMI
HTTP
HTTPS
SSH
Command View
ILO4/
OA
ELMC
P4000 CLI
HTTPS
HTTPS
Keystore
Truststore
ELMC
HTTPS
HTTPS
Internet
Direct Connect
SNMP
DCOM
HP Insight Online
Keystore
Truststore