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Remote
Support tools
The HPS Customer Support team in Galway is the R&D headquarters for
HP's remote support program called ISEE (http://www.hp.com/hps/hardware/hw_enterprise.html).
This R&D team is responsible for the design of secure bi-directional
connectivity solutions between HP and its customers. ISEE is used
to support remote monitoring and reactive and proactive diagnosis
of heterogeneous customer environments.
Proactive Service tools
HPS Customer Support's proactive service tools team is managed out
of the Galway facility. This team is responsible for the R&D of the
tools supporting Customers Support's Mission Critical (http://www.hp.com/hps/mission/)
and Integrated Support services (http://www.hp.com/hps/integrated/).
The tool suite includes proactive performance, security, configuration,
patch and availability management tools as well as a service management
and reporting portal. Aggregrated, these tools in conjunction with
ISEE, provide a base level framework for ITIL/ITSM based service management.
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