Mid-size businesses with 50-250 network users can typically benefit from an IT support plan that utilizes co-sourcing, i.e., depending on in-house IT personnel for day-to-day network support issues and using external consultants to provide advanced expertise as needed. Small to medium-size businesses can now have all the advantages of Operations Manager — including increased network uptime, throughput, and security — and also have reliable access to Progent’s Microsoft certified service professionals. With Progent's economically priced IT support options, you can choose a standard co-sourcing package built around Microsoft System Center Operations Manager with monitoring, alerts, analytics, Help Desk, and on-site troubleshooting, or a comprehensive 24x7x365 solution.
Microsoft System Center Operations Manager 2007 automatically scans event records and performance thresholds from strategic servers, then filters and evaluates this data based on an extensive internal technical knowledge base. When System Center Operations Manager 2007 detects potential trouble, it runs special corrective scripts or generates alerts to warn designated support personnel. System Center Operations Manager also produces trend reports so IT managers can track the performance of your system. Expertise with Operations Manager 2007 and a long background in computer system support allows Progent to offer IT co-sourcing and outsourcing service programs that are both budget friendly and impactful.
Progent offers mid-sized businesses two basic outsourcing service packages built on Microsoft System Center Operations Manager:
For an Acrobat PDF datasheet detailing Progent's Operations Manager-based Network Monitoring options for mid-size businesses, click:
Network Monitoring Packages .
Managed Network Monitoring
If your business has a small internal IT group, Progent's co-sourcing service program is an economical way to optimize network availability, throughput, and security.
Important features of the Managed Network Monitoring Package are:
- Progent performs a needs assessment and configures System Center Operations Manager
- Progent assigns an offsite Microsoft System Center Operations Manager 2007 server to watch over your network
- Service is available during normal office hours
- Progent's Helpdesk service works in conjunction with System Center Operations Manager 2007
- Microsoft Operations Manager 2007 alarms are routed to the Progent Contact Center and to primary and secondary Progent network engineers and copied to your assigned IT personnel
- Progent's Helpdesk establishes tickets for all events and monitors the remediation of issues
- Progent's Help Desk escalates resources as needed
- Your IT staff is copied on all status data
- Progent remotely monitors, diagnoses, and/or fixes problems
- On-site service escalation is provided if trouble can’t be resolved remotely
- Service Level Agreements are contracted
- All trouble tickets are closed out with detailed resolution
- Progent performs normal network maintenance including application of SPs and security updates
- Computers and network appliances must be under vendor's on-site warranty service
- Progent advises that you base your IT network on Microsoft Windows 2003 Server or Windows Server 2000 or later to optimize system stability and protection
Typical SLAs are:
- 1 hour to Helpdesk contact
- 2 hours to start of analysis by a Progent support specialist, either online or via phone
- Four hours for on-site support when help request is received before 1PM, or, if later, the next work-day morning
Comprehensive Network Monitoring
For medium-size businesses who need enterprise-level network support but cannot afford the expense of staffing, provisioning, and administering a large internal IT group, Progent's Comprehensive Network Monitoring service program offers 24x7 availability and security for line-of-business applications at affordable cost and minimal management hassle.
Key features of Progent's Comprehensive Network Monitoring Service Program include:
- All features of the Managed Network Monitoring Service Program including Server Management, Reporting, Help Desk Call Center, and On-site service
- Intended for line-of-business eCommerce, global networks, or other high-availability environments
- 24x7 service
- Your information network must have a basic level of high-availability architecture. Progent can help your company to upgrade your network to a fault-tolerant architecture before round-the-clock support services begin
- Contracted Service Level Agreements with specified off-hours support guarantees
- Progent's support staff will be provisioned to fix problems on-location or remotely without the help of your in-house support group
Prices for Progent's Outsourcing Packages
Pricing for Progent's Network Monitoring Service Programs are based on the number of servers being monitored and the service level requested by your business. For more information, refer to your Progent service representative.
To learn more about Microsoft System Center Operations Manager and how Progent can assist your business to get enterprise-level network support by utilizing this state-of-the-art platform, select one of the following topics:
For additional details about Progent's Network Support Service Programs, call 1-800-993-9400
or email operations-manager-help@progent.com.
