Scout thru the jungle of NonStop Service Portals Marcus Pullen, - - PowerPoint PPT Presentation

Scout thru the jungle of NonStop Service Portals

Marcus Pullen, Account Support Manager

eGTUG, May 16th 2018

HPE Pointnext reinforces our strategy

We make Hybrid IT simple We have the Expertise to make it happen We power the Intelligent Edge

Campus & Branch Industrial Internet of Things Traditional Data Center Software-defined Infrastructure and Private Cloud Multi-cloud partnerships Advisory & Professional Services Technical Services IT Consumption Models

Be the industry’s leading provider of hybrid IT, built on the secure, next-generation, software-defined infrastructure that will run customers’ data centers today, bridge to multi-cloud environments tomorrow, and power the emerging intelligent edge that will run campus, branch and Industrial IoT applications for decades to come. All delivered through a world class services capability.

We make Hybrid IT simple

Traditional Data Center Software-defined Infrastructure and Private Cloud Multi-cloud Partnerships

We have the Expertise to make it happen

Be the industry’s leading provider of Hybrid IT, built on the secure, next-generation, software-defined infrastructure that will run customers’ data centers today, bridge to multi-cloud environments tomorrow, and power the emerging Intelligent Edge that will run campus, branch, and Industrial IoT applications for decades to come. All delivered through a world-class services capability.

We power the Intelligent Edge

Campus & Branch Industrial Internet of Things Advise and Transform Design and implement Operate and Support

Advisory & Transformation Professional Operational

Conducted post-installation review Ongoing support for integrated, multi-vendor solution Understand customer outcomes and challenges Seamlessly integrated, multi-vendor ecosystem environment Proof of concept and pilot Design optimal transformation solution Rapid deployment

• f solution

Simplifying your transformation journey

Agenda

• Overview of available Support related Portals for NonStop
• Support tool applications in NonStop eService Portal (NEP)
• NonStop Knowledgebase and Manuals inside HPE Support

Center (HPESC)

• How to use iManage Share

Overview of available Support related Portals for NonStop

Hewlett Packard Enterprise Service Portals

• Tap into exptertknowledge
• Use a variety of methods to

access knowledge

• Manage contracts and

warranties online

• Submit support cases online
• Download Software and

Patches

• Access support documents

and manuals

Improve productivity Save time Reduce Risks

The NonStop eService Portal https://www.hpe.com/servers/nonstop-nep

The NonStop eService Portal

Your first-stop support center

Scout for NonStop Servers

• view, research and

download Patches (Software Product Revisions – SPRs)

• rder NonStop Release

Software (Site Update Tapes - SUTs) and Independent Product DVDs Virtualized NonStop Server

• Customer Software

Download Portal Software and Services

• Provides a Software Products

Relationship

• Provides an Enterprise

Customer report by system and contract

• Shows all products licensed

for a particular system number and compatible with the specified Software Release

• Provides the current product

list information for existing hardware and software contracts in addition to licensed software products

• View NonStop Software

Products Maintenance List (SPML) and NonStop Hardware Product Maintenance List (HPML)

Total Web Support (TWS) - Submit and track support cases

• Allows to submit problems

and questions directly to the Global NonStop Solution Center (GNSC) Express Notice - Customized delivery of support notifications.

• automatic global delivery

system proactively delivers support information

What has been changed ?

• We have changed the NonStop eServices Portal (NEP) to use the Hewlett

Packard Enterprise (HPE) single-sign-on (SSO) called HPE Passport. This allows customers to logon with HPE Passport and they can then navigate to other HPE applications (HPE Support Center etc.) without having to sign in again

• New feature in Scout to download selected SPRs within one ZIP file
• New and enhanced Support Note and HotStuff search capability in Scout for

NonStop servers to replace that which was provided by former NTL

• Product Lifecycle Information (Software- and Hardware Products Maintenance

Lists - SPML & HPML) are now available from NEP

• Customer Software Download Portal for Virtualized NonStop Server software

Hewlett Packard Enterprise Support Center http://www.hpe.com/support/hpesc

Hewlett Packard Enterprise Support Center

• Download and View support

documents and Manuals

• Provides all up-to-date NonStop

Technical Library documents

• Download the „Interactive

Upgrade Guide 2“

• New products and new features

available in a specific RVU

• Upgrade and migration highlights

tailored to your migration path

• Fallback information specific to an

RVU

• Access to NonStop Knowledge

Base

• Contains solutions compiled from the

worldwide Global NonStop Solution Center

• Contains descriptions to problems and

questions

• Provide answers to common

questions and reported hardware and software problems

For Manuals- and Knowledge Base Access

What has been changed ?

Get faster, more efficient access to your HPE support information Software and Support documentation is now easier and more efficient with the release of new HPE Support Center search and navigation enhancements.

• New search algorithm improvements for more relevant product suggestions
• Ability to search by HPE Product Number
• Flexibility to display search results by 25, 50 or 100 per page
• New 'Tabs' for Drivers & Software or Documents to improve navigation
• New Boolean operators to enable Wild Card, AND/OR searches, and special characters for search

flexibility

• Links to relevant additional resources based on search terms
• Improved header navigation for easier access to other key tools

View our new Search Tutorial video or read the latest Release Notes for more detail.

NonStop Special !!

Public NonStop Manuals tool

• Would you like to have all NonStop Manuals local on your PC ?
• Would you like to have an excellent and fast search capability to search for Manuals, or even better,

search for content inside all these Manuals ? There might be a solution called Public NonStop Manuals

Important notice: This is not an official or a supported tool!

Software Depot http://www.hpe.com/info/softwaredepot

Software Depot

To download Tools, Trials and Manuals

• HPE NonStop RPM
• NonStop Support and Service Tools
• HPE Operations Agents for NonStop
• HPE NonStop Development Environment for Eclipse v7.0

Document Repository iManage Share https://www.imanageshare.com

Document Repository iManage Share

• iManage Share is a Document

Repository dedicated to HPE Mission Critical and Proactive Support Customers

• iManage Share is an easy-to-use, cloud-

based solution designed to help you securely store and enable access to information for improved collaboration.

• The solution provides access from

virtually anywhere, via a web browser, to a complete set of proven document management tools for capture, store, search, retrieval, sharing, and more.

Support tool applications in NEP

HP NonStop Support Process

Customer Global Dispatch Center Problem Management System HP/3rd Party Vendor Support NonStop Field Engineers NED Development System Dial Out NonStop Escalation Group NonStop Duty Manager & Ops Mgrs NonStop eServices Portal HP NonStop Knowledge Base HPSC SW/HW Product Teams

SOFTWARE HARDWARE

Customer System Remote Notification

• NonStop eServices Portal
• HPE Support Center
• Document Repository

Global Dispatch Center Problem Management System NED Development NonStop Escalations Group HP/3rd Party Vendor Support NonStop Duty Manager & Ops Managers NonStop Field Engineers

eService Portal Registration

– Customers must first register at the NonStop eServices Portal website to use the tools and services. – Registration may take up to 5 days as registration team need to confirm identity and contracts as per legal requirements

eService Registration (1/3)

eService Registration (2/3)

eService Registration (3/3)

eService Portal Home

Products included in the NonStop OS

Software Cross Reference Marketing Product Number L-Series BE338AC, BE071AM (telco) J-Series QSN01, *QSN31 (telco)

System & Software

Lookup system numbers along with identifying information such as System Type, Software Release Version update and Central Site System number (if applicable)

System & Software – Customer System Overview

System & Software – System Details

Service & Software – Support Contract

Virtualized NonStop Server software

Customer Software Download Portal

Total Web Support

Allows to submit problems and questions directly to the Global NonStop Solution Center (GNSC)

Total Web Support – New Case

Total Web Support – New Case

– Type

– Hardware – Software – Administrative – Professional Services – SOW

– Subtype

– Problem – Question – RFE

– Impact

– Major – Minor – No Impact

Total Web Support - Impact Definition

– Critical (not available with TWS, please call the GNSC directly)

– System or application is down or at high risk; customer cannot conduct business; there are continual failures and/or data corruption. (i.e. business critical production system or critical development system)

– Major

– The performance of a system or application has been interrupted; there is a risk of recurrence; intermittent failures or interrupts are impacting business operations significantly

– Minor

– Isolated or localized defect that is a nuisance but does not significantly impact business operations

– No Impact

– Trivial problem; no effect on business operations

Total Web Support – Case Query

Excursion to HotStuffs and Support Notes

–HotStuffs

− General HotStuffs

• contains critical information about a product

− Outage Prevention Notice (OPN)

• describes a problem that potentially could cause an

application outage and actions to take to prevent it

–Support Notes

− General Support and Service related information − First Customer Shipment (FCS) notice Support Notes

– contains information of newly released RVUs, CLIM- and NSC Software …

− Software Product Revisions (SPR) for Special Consideration Support Notes

Express Notice

• Automatic proactive global delivery system notifies pre-selected contact person via their e-mail account

address

• Delivers system support information for HPE NonStop Servers platforms
• Extensive and flexible enrollment profiling capabilities
• Provides you with the ability to customize your own account information with your particular system

management needs.

• Can be further tailored to a single system or to the entire computing environment

Examples:

• HotStuff notifications
• Release documents and notifications
• Software product revisions (SPRs)
• Support notes

Scout for NonStop Servers

• View, research and download SPRs
• Request site update tapes (SUTs) and Independent Product (IP)
• Document Search of HotStuff - , Support Notes and Softdocs
• Search & view Software Product Revisions (SPRs) for special consideration
• Search & view content of available Release Version Updates (RVUs)

Scout - Home

Scout - Independent Product and RVU Requests

Scout - Independent Product Request

Scout – Detailed SPR info

Scout – Detailed SPR Information

Scout – Product Versions

Scout – Product Versions

Scout – Product Version Information

Scout – Product Information

Scout – SPR Information

Scout –SPR Information Summary

Scout – SPR „Add to Worksheet“

1. 2.

Scout - SPR Supersede / Requisites

Scout - SPR Present in RVU

Scout - SPR VPROC Information

Scout – Search / Get SPRs

Scout – Search / Get SPRs

Red highlighting in Scout indicates warnings for Customers. SOFTDOCs must be consulted for conditional requisites and other special requirements before applying SPRs.

Scout – Search / Get SPRs

New feature from 2016, to download all selected SPRs within on ZIP file

Scout – RVU

Scout - Document Search

Scout - Document Search

NonStop Knowledgebase and Manuals inside HPE Support Center

HPESC 2.0 Home Page

For a customized experience, log in with your HPE Passport account Without a login go directly to “new search”

From the HPESC Home Search Page

Search for “NonStop L-Series” documentation

Choose the documents icon Tip: If you know the title of the manual you are searching for, just type it in the search box

From the NonStop Technical Library

Choosing the documents icon brings you directly to documents

Refine your search

NonStop L-Series, SQL/MX

If you do not know a document title, start entering terms to refine the search

NonStop L-Series, SQL/MX 3.5

Refine the search by product revision

Use Faceted Search for further refinement

Refine by document type – I am only interested in Reference information

Viewing the document

Open the document Email the link

Accessing NonStop manuals quickly

Shortcuts

– hpe.com/info/nonstop-docs – Landing page provides direct links NonStop documentation collections on the HPESC

Learn more

– Support Center help

– https://support.hpe.com/help/en/Content/welcome.htm

– Search specific help

– https://support.hpe.com/help/en/Content/productSupport/sear ch.html

Documentation online

Shortcuts to NonStop Documents on the HPSC

Top-level www.hpe.com/info/nonstop-docs

– Fast links into RVU-specific manuals:  Manuals for L-series: http://www.hpe.com/info/nonstop-ldocs  Manuals for J-series: http://www.hpe.com/info/nonstop-jdocs  Manuals for H-series: http://www.hpe.com/info/nonstop-hdocs  Manuals for G-series: http://www.hpe.com/info/nonstop-gdocs  Release and Migration Manuals: http://www.hpe.com/info/nonstop-releasedocs – Other shortcuts, with content in transition:

• Softdocs Pointer:

http://www.hpe.com/info/nonstop-softdocs

• Troubleshooting:

http://www.hpe.com/info/nonstop-troubleshooting

• Service Procedures:

http://www.hpe.com/info/nonstop-serviceprocedures

• Service Information:

http://www.hpe.com/info/nonstop-serviceinfo

Please provide feedback to the HPESC team

As you use the search feature, please provide feedback using this button

How to use iManage Share

Document repository benefits

The new document repository capability features include:

• Drag and drop functionality, including the ability to move multiple files at once
• No file size restrictions
• Robust search capability, including use of content tags
• Automatic versioning and history tracking
• Mobile app available
• Subscribe to folders to be informed of changes
• Security – data is encrypted and protected within highly secure data centers

Search feature overview

iManage Share uses OCR technology to allow for searching content within files that have been scanned and/or uploaded to your iManage Share account Search your Library for:

• Files
• Folders
• Tags
• Text within documents

iManage Share - Home

iManage Share – customer folder

Customer folders structure in iManage Share

Customer Communications (Email correspondence, welcome letter, written communications, etc.) Other (Anything else) Contact Lists (Customer contacts, account teams, communication matrix, partners, etc ) Customer Reports (Contractual Deliverables Only – SHC, Incident Reports, Patch Analysis, ASP, etc.) Technical Documents (Installation config files, topology maps, etc.) Customer Company Name NOTE: The standard five folders should remain unchanged but the ASM/TAM can create sub folders as needed.

How Secure is my Data stored in the repository?

• ‘Data at Rest' in the HPE Support

Center Document Repository is encrypted with 256-bit AES encryption and is stored in multiple secure physical locations that are protected 24/7 by

• nsite

security, video monitoring, and daily third-party audits

• Data is safe from natural disaster and

intrusion

• 'Data in Transit' to and from HPESC

Document Repository is moved with 256-bit encryption

How Secure is my data stored in the repository?

Information Protection Question Answer Does HPE have a dedicated team responsible for the security standards, architecture and information risk management of your environment?

• Yes. HPE has dedicated Global Security, Cyber Security, Privacy,

Information Security , and PPS Web Operations Security Teams. Does HPE conduct or arrange in-house vulnerability scanning for all the infrastructure, servers, databases and applications, on at least a quarterly basis?

• Yes. HPE performs internal and external vulnerability scans for all

systems at least quarterly. Change tickets are opened to remediate high risk vulnerabilities. Does HPE’s computing environment undergo external penetration testing by an independent, qualified vendor at least once per year?

• Yes. HPE performs internal and external vulnerability scans for all

systems at least quarterly. Change tickets are opened to remediate high risk vulnerabilities. Does HPE undergo a SOC 1,2 or 3 certification for data center services

• fferings?
• Yes. HPE can provide, under NDA , a hardcopy audit report covering the

data center hosting infrastructure. Is encryption used to protect the confidentiality of transmitted information as well ‘Data at rest’, especially for personal information and confidential business information?

• Yes. HPE Support Center Document Repository uses industry standard

encryption (SSL). Does HPE conduct or require background screenings for all personnel (employees and contractors ) that have access to critical infrastructure , servers, applications or data?

• Yes. Background checks are done as part of the hiring process for HPE.

Does HPE use automated mechanisms to ensure that operating systems, security configurations, and networks are kept up –to- date and accurate?

• Yes. When deploying our servers, HPE keeps the packages up-to-date

through chef automation, updated OS images, and application

• packages. All levels of HP Flow CM software are updated as HP releases

new software , which occurs at least monthly. HP’s Global Security

• rganization also monitors and communicates security vulnerabilities.

How Secure is my data stored in the repository?

Information Protection Question Answer Does HPE have standards for applying security patches with defined implementation schedules?

• Yes. HPE has monitoring systems through HP Global security, Also all

levels of iManage Share software are updated as HP releases new software, which occurs at least monthly. Does HPE maintain reasonable security precautions consistent with industry best practices?

• Yes. HPE’s security controls are modeled after industry standards and

best practices such as ISO and NIST Does HPE follow a process to regularly review audit logs for abnormal system events, potential system compromise , etc.?

• Yes. Currently, logs are checked regularly. Additional logging and

monitoring is also being added in the near future. Does HP back up and retain audit logs for a minimum of 90 days? Yes. If HPE developed an application, is security a core component within your design and development process?

• Yes. Security is a priority for HPE. We actively look for potential areas in

which security vulnerabilities could be a potential threat. Does HPE have a documented and published privacy policy that strictly prohibits the sale, rental, transfer, trading, or disclosure of personal information to third parties

• Yes. The global HPE privacy standards and policy can be found on the

iManage Share support website. Does HPE provide security and privacy training for HP employees who handle confidential or personal information?

• Yes. HPE requires every employee to complete a security training course.

Does HPE have a documented process to ensure personal information handled by HP is processed and protected in accordance with global information protection laws?

• Yes. HPE adheres to global personally identifiable information (PII)

standards and processes. Is HPE Safe Harbor Certified? Yes.

Thank you

Marcus.Pullen@hpe.com +49 (0) 172 674 675 3

http://www.linkedin.com/pub/marcus-pullen/35/855/196

Glossary – Support Contract Schedule ID’s

Schedule Description Schedule Description AD – AD29 Hardware Maintenance Charges (BMMC) CLC – CLC1 Monthly License Charges (Servernet Cluster) ATHW Atalla Hardware Maintenance Charges (BMMC) CMS – CMS1 Monthly SW Support Charge (Servernet Cluster) ATH2- ATH4 Atalla Hardware Maintenance Charges (BMMC) DMR – DMR2 Defective Media Retention ATLC Atalla Software License Charge s (MLC) ED Education Charges ATOL Atalla Software License Charges (OLC) HLR – HLR9 Monthly SW Support Charge (HLR/INS) ATOT Atalla One-Time Charge (OTC) HL10 – HL21 Monthly SW Support Charge (HLR/INS) ATSW Atalla Software Maintenance Charges (MSC) HWEX HW Service Extension (No OHW Agreement) ATS2 Atalla Software Maintenance Charges (MSC) INS – INS7 Installation Charges CC – CC1 Hardware Maintenance Charges (BMMC- COOP) LEAS Monthly License Charges

Glossary – Schedule ID’s

Schedule Description Schedule Description MLC – MLC9 Monthly License Charges HWEX HW Service Extension (No OHW Agreement) MSC – MSC9 Monthly SW Support Charges INS – INS7 Installation Charges MS10 – MS11 Monthly SW Support Charges LEAS Monthly License Charges NH – NH10 Neoview HW Maintenance Charges MLC – MLC9 Monthly License Charges NS – NS10 Neoview SW Maintenance Charges MSC – MSC9 Monthly SW Support Charges NTDM Non-Tandem Equipment Maintenance Chgs. MS10 – MS11 Monthly SW Support Charges DMR – DMR2 Defective Media Retention NH – NH10 Neoview HW Maintenance Charges HLR – HLR9 Monthly SW Support Charge (HLR/INS) NS – NS10 Neoview SW Maintenance Charges HL10 – HL21 Monthly SW Support Charge (HLR/INS) NTDM Non-Tandem Equipment Maintenance Chgs.

Glossary – Schedule ID’s

Schedule Description Schedule Description OHW – OHW3 Obsolete HW Support Extension Charges RNT – RNT5 Rental Equipment OLC – OLC9 One-time License Charges RSHW Return to Support Fee - Hardware ONS Hardware Maintenance On-site Spares RSSW Return to Support Fee - Software OTC – OTC9 One-time Charge (Software) SD – SD3 Startup and Deployment Services P&D – P&D5 Hardware Maintenance Charges SE – SE2 Site Services Expenses PP – PP24 Spare Parts Purchase Charges SS - SS2 Site Services Charges PS – PS25 Professional Services Charges TM – TM5 Time and Materials RM – RM3 Required Module (Proactive Services) VTI - VTI2 Virtual Tape Install RNT – RNT5 Rental Equipment WARR Warranty Upgrade Charges

Glossary – Schedule ID’s

New URLs

New URLs

New URLs

Thank you

Marcus.Pullen@hpe.com