HP Systems Insight Manager 5.2 Update 2 Technical Reference Guide

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Remote Support Software Manager

The Remote Support Software Manager is installed on the CMS during the HP SIM installation. The Remote

Support Software Manager is included for Typical HP SIM installations, and is the default for Custom

installations. The Remote Support Software Manager installation is non-interactive. Once installed, the Remote

Support Software Manager application can be launched from the CMS. After the HP SIM installation is

complete, you must configure the Remote Support Software Manager to fit your enterprise specifications.

Once configured, the Remote Support Software Manager downloads and installs the most current suite of

Remote Support applications, including:

• Remote Support tool

• Remote Support Common Components (MC3)

• Open Service Event Manager (OSEM)

See the

HP Systems Insight Manager Installation and Configuration Guide for Microsoft Windows

HP SIM

5.2 Installation Guide

at http://h18013.www1.hp.com/products/servers/management/hpsim/infolibrary.html

for more information about setting up Remote Support Pack with HP SIM.

Remote Support tool

The Remote Support tool facilitates the submission of service incidents from monitored devices and establishes

remote connectivity back to HP for reactive support based on service obligation. The Remote Support tool

is accessed through the HP SIM interface and coordinates remote monitoring and event status for qualified

devices in the Enterprise. It provides automated case creation and handling, and supplies entitlement

information such as warranty and contract attributes to HP SIM.

You can access, configure, register, and use the Remote Support tool with HP SIM by selecting

Options→Remote Support Configuration and Services. The Remote Support Configuration and Services

page allows you to enable Remote Support for eligible systems.

See “Service notification events” for information about viewing service incidents in HP SIM.

See “Viewing contract and warranty information” for information about viewing contract and warranty

information in HP SIM.

Remote Support Common Components

The Remote Support Common Components collect configuration data to determine the unique identification

of devices, and supply this information to the Remote Support tool.

Open Service Event Manager

OSEM analyzes SNMP events and data for serviceable events, provides automated diagnosis of hardware

problems, supplies recommended actions and customer self repair procedures, and submits service notifications

to HP SIM and the Remote Support tool.

See “Service notification events” for information about viewing service incidents in HP SIM.

Using HP SIM with the Remote Support Pack

When you use the Remote Support Pack and HP SIM together on a Windows CMS, you can monitor and

view contract and warranty data for HP systems in the HP SIM user interface. Contract and warranty data

is obtained through communication with HP data centers. Information such as a system's serial number,

product ID, or contract ID is sent to HP data centers in order to retrieve the warranty and contract details.

See “Viewing contract and warranty information” for details about where you can view Remote Support

information in the HP SIM user interface.