Medium size companies with 50-250 desktop users can typically get the best results from a network service plan that utilizes co-sourcing, i.e., relying on in-house IT personnel for ordinary network support issues and utilizing external consultants to receive high-level support as needed. Small to mid-size businesses can now enjoy all the benefits of MOM — including increased system availability, throughput, and security — and also have guaranteed access to Progent’s Microsoft qualified support professionals. With Progent's affordably priced IT management packages, you can choose a standard MOM-based co-sourcing program with monitoring, alerts, analytics, Help Desk, and on-site troubleshooting, or a comprehensive 24x7 support package.

Microsoft Operations Manager proactively monitors event logs and performance thresholds from strategic servers, then sorts and evaluates this information by utilizing a comprehensive internal technical knowledge base. When Microsoft Operations Manager finds a problem, it executes pre-built corrective routines or generates alerts to warn pre-assigned service people. Microsoft Operations Manager also generates past activity analysis so you can track the performance of your information network. Expertise with MOM and experience network support allows Progent to offer IT co-sourcing and outsourcing packages that are both budget friendly and effective.

Progent offers mid-sized businesses two basic outsourcing service packages built on MOM:

• Managed Network Monitoring
• Comprehensive Network Monitoring

For an Acrobat PDF datasheet detailing Progent's MOM-based Network Monitoring options for mid-size businesses, click:
Network Monitoring Packages 69 Kb PDF file).

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

Key features of the Managed Network Monitoring Package are:

• Progent provides a requirements assessment and configures Microsoft Operations Manager
• Progent sets up an offsite MOM server to monitor your network
• Service is available during normal business hours
• Progent's Help Desk Call Center support is coordinated with MOM
• Microsoft Operations Manager alerts are routed to the Progent Help Desk and to primary and secondary Progent computer consultants and copied to your assigned IT personnel
• Progent's Help Desk Call Center creates tickets for all events and monitors the resolution of issues
• Progent's Help Desk escalates technical help as needed
• Your in-house support group is sent up-to-date status information
• Progent remotely monitors, diagnoses, and/or fixes problems
• On-site support escalation is activated if problems can’t be fixed online
• SLAs are contracted
• All trouble tickets are terminated with detailed resolution
• Progent performs regular service maintenance including application of service packs and security upgrades
• Computers and network appliances must be covered by vendor's on-site warranty service
• Progent recommends that you base your IT network on Microsoft Windows 2003 Server or Microsoft Windows 2000 Server or later to maximize system reliability and protection

Typical SLAs are:

• One hour to Help Desk contact
• Two hours to start of troubleshooting by a Progent engineer, either remotely or by phone
• 4 hours for on-location support when help request is received prior to 1PM, or, if later, the following 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.

Main features of Progent's Comprehensive Network Monitoring Service Program are:

• All features of the Managed Network Monitoring Package including Server Management, Reporting, Help Desk Call Center, and On-site support
• Intended for line-of-business eCommerce, global connectivity, or other high-uptime environments
• Round-the-clock service
• Your IT network must have a basic degree of fault-tolerant configuration. Progent can assist your company to upgrade your network to a fault-tolerant configuration before round-the-clock support services commence
• Negotiated SLAs with designated after-hours service guarantees
• Progent's support staff will be equipped to fix trouble on-site or online without the help of your IT staff

Prices for Progent's MOM-based Outsourcing Packages
Pricing for Progent's Network Monitoring Packages are based on the number of servers being monitored and the service level required by your company. For details, refer to your Progent support representative.

To find out more about Microsoft Operations Manager and how Progent can help your business to achieve enterprise-class information system management by utilizing this powerful platform, choose one of these topics:

• What Is Microsoft Operations Manager (MOM)?
• MOM in Action: A Case Study

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