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Dear HP ITRC Subscriber,

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TABLE OF CONTENTS

Support Highlights
· Log Your Hardware Calls Online
· "Call-Me-Now" Feature added to Hardware Call Manager
· Patch Warnings Replace Patch Recalls
· Software Update Manager (SUM) Easier to Use
· Simplified HP-UX 11.00 Patch Bundles
· HP Supports Microsoft's New Windows XP Operating System
· Access Tech Support Tools at HP OpenView Sites
· HP Storage Critical Support
· Response Center FAQs
· HP Instant Support Now Available in Asia Pacific
· People's Republic of China and Korea Get Localized Database

Forums Highlights
· Members Meet at Special HP World Luncheon
· HP Services Thanks Jim Ferguson
· HP Expert Lends a Hand in the Forums
· Newcomer Blazes into Forums

Training Highlights
· Free Windows XP Course
· Use HP's Virtual Classroom for Your Meetings
· Windows 2000 Online Training for MCSE Certification
· New OpenView Courses

Planning Highlights
· Planning Services Discontinued

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ITRC Available in Italian and Simplified Chinese
New ITRC Site Map
ITRC Wins Second Award This Year

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SUPPORT HIGHLIGHTS

· Log Your Hardware Calls Online
Use the ITRC's Hardware Call Manager (HWCM) to submit hardware
cases directly to the HP Response Center. An engineer will
respond to your case promptly. You can also use HWCM to track
HP's progress on the cases you submit. Within HWCM, you also have
access to the Knowledge Trees and the ability to search through
HP's repository of documents for the solution to your problem.
You can solve many problems yourself with the Technical
Knowledge Base.
http://hp3.m0.net/m/s.asp?HB5037166390X1168449X83571X

In order to use the Hardware Call Manager, your company must have
a valid warranty with HP or an HP hardware support agreement. You
must also link your system handle (a one-time operation in which
you link your ITRC user ID to your company's warranty or support
agreement, so that we know you're entitled to our restricted
services). You can do this under "My profile" on the left bar on
the ITRC home page. If you have any questions or problems about
Hardware Call Manager, please use the "Contact HP" link on the
ITRC to submit your feedback.
http://hp3.m0.net/m/s.asp?HB5037166390X1168450X83571X

· Call-Me-Now Feature Added to Hardware Call Manager
On November 7, a new feature was introduced in Hardware Call
Manager for North America. Now when you log a hardware case
online on a wide range of Enterprise products, a window will
appear that asks if you would like to be connected to an engineer
via telephone (Call-Me-Now). If you choose this option, the
automated phone system will immediately call you back to connect
you to a support engineer trained on your product. And for most
products we'll place your call at the top of the queue for even
faster response.
http://hp3.m0.net/m/s.asp?HB5037166390X1168449X83571X

We feel confident that this new functionality, which blends web
and phone support, will make your hardware support experience
even better and will become your preferred method of hardware
case submittal. But don't just take our word for it; try this new
feature for your next hardware support call and see for yourself.
The Hardware support teams responsible for these Call-Me-Now
cases have been trained and are now ready to assist you.

· Patch Warnings Replace Patch Recalls
We no longer issue patch recalls. Instead, we issue a patch
"warning" whenever a patch has a problem. This "warning" better
describes the nature of the problem. For more information, see
the useful link in Custom Patch Manager under Maintenance
and Support.
http://hp3.m0.net/m/s.asp?HB5037166390X1168451X83571X

· Software Update Manager Easier to Use
We've simplified the Software Update Manager (SUM) user
interface, improved performance by 3 seconds, and expanded SUM's
geographic availability. Now it is even more convenient to use
the web to manage your software updates. You can log into the
ITRC and access SUM from anywhere, at any time. See exactly what
updates are available, whether you've ordered them already, and
whether they've shipped. SUM is also now available in Colombia,
Chile, and Peru.
http://hp3.m0.net/m/s.asp?HB5037166390X1168452X83571X

· Simplified HP-UX 11.00 Patch Bundles
With the September 2001 HP-UX Support Plus release, the General
Release (GR) bundle for HP-UX 11.00 has been consolidated with a
new Quality Pack (QPK) bundle, combining the best features of
both. Support Plus for HP-UX 11.00 now provides only two patch
bundles: the Quality Pack, which contains all defect fixes, and
the Hardware Critical (HWCR) bundle, which provides support for
new hardware devices. HP plans to replace the current
Hardware/Critical (HWCR) bundle with a new Hardware Enablement
(HWE) bundle by December 1, 2001. For more information, including
customer benefits of the simplified HP-UX 11.00 patch bundles and
a detailed question-and-answer document, please click here and
scroll down to "simplified 11.00 patch bundles."
HP-UX Support Plus release: http://hp3.m0.net/m/s.asp?HB5037166390X1168453X83571X
simplified 11.00 patch bundles: http://hp3.m0.net/m/s.asp?HB5037166390X1168454X83571X

· HP Supports Microsoft's New Windows XP Operating System
With the worldwide release of Microsoft's new Windows XP
operating system, HP has introduced a new HP Products and
Microsoft Windows XP website to answer all of your questions about:
- How we're supporting the new operating system and on
  which platforms
- Upgrade options and patches for your existing HP platforms
- Links to Microsoft's Windows XP Home Edition and
  Professional version
- Link to a free Introducing Microsoft Windows XP course
  http://hp3.m0.net/m/s.asp?HB5037166390X1168455X83571X

· Access Tech Support Tools at HP OpenView Sites
Not sure what the OpenView eCare support site is or what it can
do for you? HP OpenView eCare is a fast, efficient way to access
interactive technical support tools needed to manage your
business and ensure uptime. Information and tools used by HP
OpenView phone support experts are now available. Take a tour of
eCare today.
HP OpenView eCare: http://hp3.m0.net/m/s.asp?HB5037166390X1168456X83571X
Take a tour: http://hp3.m0.net/m/s.asp?HB5037166390X1168457X83571X

HP Partner Care for OpenView and Netaction provides technical
assistance to partners and developers to increase the speed, ease
and cost effectiveness of developing, integrating and deploying
products that integrate with HP software solutions. HP Partner
Care gives partners and developers access to the highest level of
technical expertise to provide them the assistance they need to
get products to market faster with lower costs and higher quality.
http://hp3.m0.net/m/s.asp?HB5037166390X1168458X83571X

· HP Storage Critical Support: True Data Availability
Keep your data within easy reach with HP's Storage Critical
Support, a comprehensive storage support solution focused on
maintaining reliable data access on the HP Surestore Disk Array
XP or HP Surestore VA.
http://hp3.m0.net/m/s.asp?HB5037166390X1168459X83571X

· Response Center FAQs
Solve your hardware and software problems by reading the ITRC's
Knowledge Trees and Response Center FAQs. These documents are
hand-selected by our response engineers as the most useful in
solving typical problems that are called into the
response centers.
Hardware Response Center FAQ's
http://hp3.m0.net/m/s.asp?HB5037166390X1168460X83571X
Software Response Center FAQ's
(select a software area to access the FAQs)
http://hp3.m0.net/m/s.asp?HB5037166390X1168461X83571X

Access requirements: for hardware information, you'll need a
support agreement providing hardware support or warranty
coverage. For software information, you'll need a Phone-in level
support agreement or above.

· HP Instant Support Now Available in Asia Pacific
HP Instant Support automates and speeds up the resolution of
computing and printing problems, freeing you from time-consuming
diagnostic chores. Available at no charge, Instant Support is a
value-added service that allows you to operate at Internet speed
and remain competitive. HP Instant Support is now available in
English in Asia Pacific, Australia and surrounding countries,
South East Asia, Singapore, and India.
http://hp3.m0.net/m/s.asp?HB5037166390X1168462X83571X

· Technical Knowledge Database in Simplified Chinese
and Korean
In addition to our customers in Japan, ITRC users in the People's
Republic of China and Korea can now find localized versions of
our most frequently read documents by clicking on a link in the
Technical Knowledge Base.
http://hp3.m0.net/m/s.asp?HB5037166390X1168463X83571X

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FORUMS HIGHLIGHTS
http://hp3.m0.net/m/s.asp?HB5037166390X1168464X83571X

Use the ITRC Forums to Solve Your IT Problems!
http://hp3.m0.net/m/s.asp?HB5037166390X1168465X83571X

· First-Ever ITRC Members-Only Luncheon at HP World
Chicago was host of this year's weeklong HP World Conference and
Exposition in August, and during that week ITRC members were
treated to a first-ever customer appreciation luncheon. HP
honored some of the top ITRC Forums members: Jim Ferguson of
Sarasota Memorial Hospital, Clay Stephenson of ChemFirst, Patrick
Wallek of RME Petroleum, Rita Workman who works for the
Government of West Virginia Bureau Employment Programs, and
Albert Whale of ABS Computer Technology, Inc. At the luncheon
ITRC staff said that Forums members' feedback has driven and
continues to drive ITRC improvement, and took questions and
answers from the audience. A raffle for five $100 Sharper Image
gift certificates was also held.

· HP Services Thanks Jim Ferguson
Jim Ferguson has long been an avid and key contributor to the
ITRC Forums. If you search the Forums, you're likely to find a
post from Jim. Numerous IT professionals around the world credit
Jim for helping them solve critical problems over the past year.
Recently, Jim became the first ITRC member to surpass the Forums'
10,000-point level and currently leads the pack with over 16,000
points--a tribute to his outstanding leadership in the ITRC
Forums community. Jim is a systems architect for Sarasota
Memorial Hospital, a large, public, not-for-profit hospital in
Florida, United States. See one of his many outstanding
contributions to the ITRC Forums. Thank you, Jim, for helping
make the ITRC Forums such a rich community!
http://hp3.m0.net/m/s.asp?HB5037166390X1168466X83571X

· HP Expert Lends a Hand in the Forums
While the ITRC Forums are the gathering place for IT
professionals to exchange knowledge among their fellow peers, HP
experts also find the Forums rewarding and beneficial. One HP
expert who can't stay away from the Forums is noted key
contributor, Bill Hassell. Bill is a SysAdmin Technology
Consultant working in the HP Remote Engineering Services Center
(RESC) in Atlanta, GA. He delivers remote and onsite HP-UX
consulting for customers, including customized training,
performance, and support projects. Recently, Bill gained Royalty
status by surpassing the Forums' 2,500-point level, placing him
in the top 20 users category. See one of the many outstanding
contributions Bill Hassell has made to the ITRC Forums and read
what other members are saying about the great contributions Bill
has made. Thank You, Bill, for supporting and contributing to the
ITRC Forums!
outstanding contributions: http://hp3.m0.net/m/s.asp?HB5037166390X1168467X83571X
other members are saying: http://hp3.m0.net/m/s.asp?HB5037166390X1168468X83571X

· Newcomer Blazes into Forums
On August 16 Sridhar Bhaskarla became an active member of the
ITRC Forums, and he immediately made his presence known. In two
short weeks, Sridhar made 259 posts inside the Forums, receiving
809 points for his efforts (points are awarded by Forums members
for meaningful contributions to discussions). This is one of the
fastest starts out of the gate by any Forums member! See one of
the many outstanding contributions Sridhar Bhaskarla has made to
the ITRC Forums. Thank you, Sridhar, for joining the Forums and
blazing a new trail!
http://hp3.m0.net/m/s.asp?HB5037166390X1168469X83571X

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TRAINING HIGHLIGHTS
http://hp3.m0.net/m/s.asp?HB5037166390X1168470X83571X

· Free Windows XP Course
Microsoft's long-awaited Windows XP is finally available, and HP
is offering a special promotion on our instructor-led online
course Introducing Microsoft Windows XP. For a limited time this
course is available for free! (a US$99.00 value). This training
is intended for IT professionals, experienced home users, IT
managers, and anyone who wants more insights into Windows XP.
Also visit HP's Windows XP curriculum page for more information
on Windows XP/.NET Server training paths, MCSE exams, links to
course descriptions, and schedules.

Introducing Microsoft Windows XP: http://hp3.m0.net/m/s.asp?HB5037166390X1169497X83571X
Windows XP curriculum page: http://hp3.m0.net/m/s.asp?HB5037166390X1169498X83571X

· Use HP's Virtual Classroom for Your Meetings

HP Virtual Classroom, an online meeting room suited for all kinds
of group events, has new features that raise online collaboration
to a new level:
- Application Sharing-You can view and interact with an
  application on another attendee's desktop.
- Animation-Support for animation in Powerpoint slides boosts
  the impact of your online presentations.
- Streaming Video-Adds another dimension to online communication.
- Webcast Instructor Video-Introduces a personal element and
  the power of gesture and body language.

Attend a live demonstration and get more information, or take a
free, online training class in the HP Virtual Classroom.
live demonstration: http://hp3.m0.net/m/s.asp?HB5037166390X1169499X83571X
free, online training class: http://hp3.m0.net/m/s.asp?HB5037166390X1169500X83571X

· Windows 2000 Online Training for MCSE Certification
HP Education Services now has an online training curriculum for
Windows 2000 MCSE certification. For more information and to
register, click on the green boxes of the package you're
interested in.
http://hp3.m0.net/m/s.asp?HB5037166390X1169501X83571X

· New OpenView Courses
"Basic Training for HP OpenView Products" helps technical and
non-technical audiences alike. It will assist managers, business
developers, administrators, or any individual who wants a clear
understanding of OpenView products and what they do. In this
"Basic Training," you will also discover additional resources
that are available.
http://hp3.m0.net/m/s.asp?HB5037166390X1169502X83571X

HP OpenView Network Node Manager has been the leading network
management tool for a decade. Learn how the latest release of
NNM 6.2 enables new levels of network management.
http://hp3.m0.net/m/s.asp?HB5037166390X1169503X83571X

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PLANNING HIGHLIGHTS
http://hp3.m0.net/m/s.asp?HB5037166390X1169504X83571X

· Planning Services Discontinued
We have discontinued the Planning, Design, and Implementation
section of the ITRC. Doing so allows us to improve the sections
of the ITRC that you use the most: Maintenance & Support, Forums,
and Training & Education. Please visit the HP Consulting Website
for assistance with IT-infrastructure planning, design, and
related services.
http://hp3.m0.net/m/s.asp?HB5037166390X1169505X83571X

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ITRC Available in Italian and Simplified Chinese
Customers in Italy and the People's Republic of China can now use
the ITRC in their native languages. The following ITRC screens
are available in simplified Chinese and Italian: ITRC homepage,
login and registration, online help, contact HP, Maintenance &
Support, main menu, and Software Call Manager (SWCM). Click on
"select language" in the upper right-hand corner of the
ITRC Homepage.
http://hp3.m0.net/m/s.asp?HB5037166390X1169506X83571X

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New ITRC Site Map
We've introduced a site map of the IT Resource Center. Use this
tool to navigate directly to the features and services you are
looking for. You can click on the site map from the ITRC
homepage, the Forums main page, and the Online Help pages of each
section of the ITRC.
http://hp3.m0.net/m/s.asp?HB5037166390X1169507X83571X

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ITRC Wins Second Award This Year

The ITRC won a 2001 STAR Award from the Service & Support
Professionals Association (SSPA). The STAR awards are given
annually to recognize excellence in software and technical
support. Competing companies undergo a rigorous self-nominating
process, and SSPA's advisory board members select the winners. HP
entered and won in the category of Sustained
Performance--demonstrating three consecutive years of outstanding
overall software support and high levels of customer
satisfaction. The award-winning submission showcased HP Response
Centers as well as the web-based IT Resource Center. This is the
first time HP has sought and won this well-respected industry
prize. Previous winners in this category include Xerox
and Microsoft.

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More IT Resources
For more IT resources at HP, please visit our resources for IT
professionals page.
http://hp3.m0.net/m/s.asp?HB5037166390X1169508X83571X

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IT Resource Center Website
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