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Affordable IT management, support and Help Desk services for businesses with 50-250 network users

Medium size companies with 50-250 desktop users can usually get the best results from an IT support strategy based on co-sourcing, that is, depending on internal IT staff for day-to-day IT support issues and utilizing external consultants to receive high-level support when necessary. Small to medium-size companies can now enjoy all the benefits of Operations Manager — such as increased system uptime, performance, and security — and also have guaranteed access to Progent’s Microsoft certified support professionals. With Progent's economically priced network management options, businesses can choose a standard co-sourcing program built around Microsoft System Center Operations Manager 2007 with monitoring, alerts, analytics, Help Desk, and on-site service, or a complete 24x7x365 solution.

Microsoft System Center Operations Manager 2007 proactively monitors event records and performance thresholds from key servers, then sorts and evaluates this data based on an extensive internal technical database. When Microsoft Operations Manager 2007 finds potential trouble, it executes pre-built corrective routines or generates alerts to warn pre-assigned support personnel. Operations Manager also generates past activity reports so IT managers can track the health of your system. Familiarity with Operations Manager and skill in network management makes it possible for Progent to offer IT co-sourcing and outsourcing packages that are both affordable and impactful.

Progent has developed two basic outsourcing support packages based around Microsoft Operations Manager:

• Managed Network Monitoring Package
• Comprehensive Network Monitoring Package

To download single-page datasheets describing Progent's outsourcing service packages based on Microsoft System Center Operations Manager, click:
Network Support Outsourcing for Small Businesses (PDF file) or Network Monitoring for Mid-size Businesses (PDF file)

Managed Network Monitoring Package
If your business has a small internal IT group, this co-sourcing package is an affordable way to optimize system reliability, performance, and security.

Key aspects of Progent's Managed Network Monitoring Package are:

• Progent performs a needs evaluation and installs Microsoft Operations Manager 2007
• Progent assigns a remote System Center Operations Manager 2007 server to watch over your network
• Support is available during normal office hours
• Progent's Contact Center service is coordinated with System Center Operations Manager 2007
• Microsoft Operations Manager alerts are routed to the Progent Contact Center and to primary and secondary Progent network consultants and copied to your designated network support personnel
• Progent's Contact Center creates trouble tickets for all significant alerts and oversees the resolution of problems
• Progent's Contact Center escalates resources as required
• Your IT staff is copied on all status data
• Progent remotely monitors, diagnoses, and/or fixes problems
• On-location support escalation is provided in case problems can’t be resolved online
• SLAs are negotiated
• All trouble tickets are terminated with detailed resolution
• Progent performs regular network maintenance including application of SPs and security updates
• Computers and network appliances must be covered by manufacturer's on-site warranty service
• Progent recommends that you base your IT network on Windows Server 2003 or Microsoft Windows Server 2000 or later to optimize system reliability and security

Common Service Level Agreements are:

• One hour to Helpdesk contact
• Two hours to start of analysis by a Progent engineer, either remotely or by telephone
• Four hours for on-location support when service call is received prior to 1PM, or, if later, the next work-day morning

Comprehensive Network Monitoring Package
For small businesses who need enterprise-class support but cannot justify the cost of staffing, equipping and managing a full in-house IT organization, Progent's 24x7 support package gives mission-critical applications round-the-clock uptime and security at reasonable prices and low risk.

Main aspects of Progent's Comprehensive Network Monitoring Package include:

• All features of the Managed Network Monitoring Service Program including Server Management, Notification, Help Desk Call Center, and On-site service
• Designed for line-of-business e-Business, international connectivity, or other high-uptime situations
• Round-the-clock service
• Your information system must have a minimum degree of high-availability architecture. Progent can assist your business to upgrade your network to a fault-tolerant architecture before round-the-clock support services commence
• Negotiated SLAs with designated after-hours support guarantees
• Progent's service team will be equipped to repair trouble on-location or remotely without the involvement of your in-house support staff

Pricing
Pricing for Progent's Network Monitoring Service Programs are determined by the amount of servers being tracked and the service level requested by your company. For more information, refer to your Progent support representative.

To find out more about Microsoft Operations Manager 2007 and how Progent can help your business to achieve enterprise-level network support by utilizing this powerful technology, choose one of these links:

• What Is Operations Manager 2007?
• Microsoft Operations Manager in Action: A Case Study

For more details about Progent's Network Support Packages, call 1-800-993-9400 or email operations-manager-help@progent.com.