Medium size businesses with 50-250 network clients can typically benefit from an IT service strategy based on co-sourcing, that is, relying on internal support staff for day-to-day IT support issues and utilizing outside consultants to receive advanced expertise as needed. Small to mid-size companies can now enjoy all the advantages of Microsoft System Center Operations Manager (SCOM) ó including increased system availability, throughput, and protection ó and also have guaranteed access to Progentís Microsoft certified service professionals. With Progent's economically priced network support packages, you can choose a basic co-sourcing package based on SCOM with monitoring, notification, analytics, Helpdesk, and on-location service, or a complete 24x7x365 solution.

System Center Operations Manager automatically monitors event records and performance counters from critical then {filters and analyzes this information by utilizing a comprehensive built-in service database. When System Center Operations Manager finds potential trouble, it executes special corrective routines or generates alerts to warn pre-assigned support personnel. SCOM also produces trend analysis so you can track the performance of your system. Familiarity with System Center Operations Manager and a long background in network support makes it possible for Progent to offer IT outsourcing packages that are both affordable 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 or over-stretched internal network group, Progent's co-sourcing service program is an economical way to maximize network stability, throughput, and protection.

Key features of Progent's Managed Network Monitoring Package include:

  • Progent provides a requirements assessment and configures SCOM
  • Progent sets up a remote SCOM server to watch over your network
  • Service is provided during normal business hours
  • Progent's Helpdesk service is coordinated with SCOM
  • SCOM alarms are sent to the Progent Helpdesk and to primary and secondary Progent computer consultants and copied to your assigned IT person
  • Progent's Call Center creates tickets for all events and oversees the resolution of problems
  • Progent's Call Center escalates resources as required
  • Your in-house support group is copied on up-to-date status information
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-site service escalation is activated in case trouble canít be fixed online
  • Service Level Agreements are negotiated
  • All tickets are closed out with defined solution
  • Progent performs normal network maintenance such as application of SPs and security upgrades
  • Computers and network appliances must be under manufacturer's on-site warranty service
  • Progent advises that you base your IT network on Microsoft Windows 2012 R2 Server or later to optimize system stability and protection

Common SLAs are:

  • 1 hour to Help Desk Call Center contact
  • 2 hours to initiation of troubleshooting by a Progent support specialist, either remotely or by phone
  • 4 hours for on-site service when help request is received before 1PM, otherwise, the next work-day in the AM

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 aspects of Progent's Comprehensive Network Monitoring Package include:

  • All components of the Managed Network Monitoring Package including Server Management, Notification, Help Desk, and On-site service
  • Intended for mission critical eCommerce, international networks, or other high-availability environments
  • Round-the-clock support
  • Your information network must have a minimum level of high-availability configuration. Progent can help your business to upgrade your network to a fault-tolerant configuration before round-the-clock support services begin
  • Negotiated Service Level Agreements with designated off-hours service guarantees
  • Progent's service team will be provisioned to fix trouble on-location or online without the help of your in-house support staff

Prices for Progent's Outsourcing Packages
Prices for Progent's Network Monitoring Packages are determined by the number of servers being monitored and the service level required by your business. To learn more, contact your Progent service manager.

To find out more about System Center Operations Manager and how Progent can help your company to achieve enterprise-level information system support by deploying this powerful platform, choose one of the following links:

For additional details about Progent's Network Support Service Programs, call 1-800-993-9400 or refer to Contact Progent.

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