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July 23, 2014

Migrators make more of mobile support app

A serious share of HP 3000 sites that have migrated to HP's alternative server solutions have cited vendor support as a key reason to leave MPE. Hewlett-Packard has been catering to their vendor-support needs with an iPhone/Android app, one which has gotten a refresh recently.

HPSCm screenshotsFor customers who have Connected Products via HP's Remote Support technologies, the HP Support Center Mobile (HPSCm) app with Insight Online will automatically display devices which are remotely monitored. The app allows a manager to track service events and related support cases, view device configurations and proactively monitor HP contracts, warranties and service credits.

Using the app requires that the products be linked through the vendor's HP Passport ID. But this is the kind of attempt at improving support communication which 3000 managers wished for back in the 1990s. This is a type of mobile tracking that can be hard to find from independent support companies. To be fair, that's probably because a standard phone call, email or text will yield an immediate indie response rather than a "tell me who you are, again" pre-screener.

But HPSCm does give a manager another way to link to HP support documents (PDF files), something that would be useful if a manager is employing a tablet. That content is similar to what can be seen for free, or subject to contract by public audiences, via the HP Business Portal. (Some of that content is locked behind a HP Passport contract ID.) This kind of support -- for example, you can break into a chat with HP personnel right from the phone or tablet -- represents the service that some large companies seem to demand to operate their enterprise datacenters.

Weird-zucchiniThere's also a Self-Solve feature in the HP mobile app, to guide users to documents most likely to help in resolving a support issue. Like the self-check line in the grocery, it's supposed to save time -- unless you've got a rare veggie of a problem to look up.

Remote system administration isn't unheard of in the 3000 world. Allegro Consultants' iAdmin got an update to iOS 7 this month. It supports MPE servers, as well as HP-UX, Solaris, Linux and OS X. iAdmin requires a back-end subscription for each server monitored, just like the HPSCm app. But iAdmin draws its information from a secure server in the cloud; the monitored systems feed their status to that secure server.

HPSCm offers one distinction from independent service arrangements: managers and companies can report they're getting mobile updates via HP itself -- instead of a more focused support company, like Pivital Solutions, which specializes in 3000 issues. Migrated sites have stopped caring about 3000 support, but those who are still mulling over the ideal of using more modern servers might try out the HP app. They can do so if they've already registered monitoring access for servers and such via HP Passport.

05:06 PM in Migration, News Outta HP | Permalink

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