HP Device Health & System Health Apps - Security White Paper

The following illustration (Figure 2) shows a common model of how Device Health and HP Smart
Device Service communicate with printers.
Acronym Key/Footnote:
CRM
HPs Customer Relationship Management system
Telemetry UI
Tool for call agents to look at telemetry data & related
troubleshooting steps
Mobil app
Mobile tool for getting/receiving case & work order information as
well as trouble shooting
GCM
Galois/Counter Mode – an encryption methodology
TLS
Transport Layer Security
Figure 2: Communication between HP SDS and customer devices via Device Health.
• HP Device Health – an HP cloud service, interacts with the HP Smart Device Service cloud and with
printers in a customer environment via secure and encrypted connections.
• The HP SDS Cloud - the secure repository where device telemetry resides.
• Mobile App - a tool HP provides service technicians so that they have visibility to work orders, device
telemetry and event logs of the printers & MFPs they’ve been assigned to service along with simple
access to the associated troubleshooting steps.
• The HP Smart Device Services platform infrastructure consists of multiple servers (also known as a
stack) that comprise working parts of the overall system. Examples of major components in the
working system are load balancers, application servers, HP Smart Device Services platform servers,
and database infrastructure.