White Paper:
How Businesses Can Benefit by Outsourcing and Co-sourcing IT Services from Progent
Section 3 of 9

Progent's Outsourcing and Co-sourcing Model: The Help Desk
IT outsourcing is a special type of business partnership whose benefits increase for the client and service provider alike the longer the relationship lasts. But as with most long-term relationships, successful IT outsourcing requires the goals of both parties to stay closely aligned. Progent has developed a model for outsourcing that makes it easy for a client to engage Progent's services, expand or cut back when appropriate, and terminate if necessary. This model provides the basis for a long-term IT outsourcing or co-sourcing partnership by allowing the flexibility to adapt quickly to changing conditions.

Progent's support services are built around a proven Help Desk model refined during the course of three decades of providing IT and business management consulting, application development, and network troubleshooting. The Help Desk paradigm provides Progent with an efficient structure for delivering a wide variety of remote and onsite IT services that range from advanced services such as network infrastructure design or project management to emergency desktop support or disaster recovery.

Key features of Progent's Help Desk model for service delivery include:

  • Quick online access to IT experts
  • An easy engagement process with fast task initiation via phone, email, or web
  • Expertise in Microsoft, Cisco, Apple, VMware, Oracle, and other key technologies
  • Smooth escalation to world-class specialists such as CISSP-certified security engineers
  • Prompt and consistent follow-through with automated tracking and enforcement
  • Immediate status updates for clients via email and a real-time web portal
  • Comprehensive service documentation to make sure management stays informed
  • Per-minute billing with no retainers, minimums, or off-hour premiums
Progent's Help Desk service delivery model gives small businesses an effective alternative to freelance consultants or small IT service firms by offering dependable, consistently high-quality support. This model also gives enterprise clients an easy way to supplement in-house resources or provide critical expertise that is unavailable internally. Progent's large team of engineers gives clients the backup needed to ensure that task-relevant expertise is accessible when it's needed, and Progent's comprehensive service documentation makes it easy for clients to move to other support providers or to backsource service responsibility in-house. This avoids the common scenario of becoming captive to a single service provider.

Progent's breadth of expertise allows clients to avoid the finger-pointing scenarios typical of mass-market computer support giants when problems involve multiple vendors. The Help Desk model applies to Progent's Technical Response Center, which is Progent's online Help Desk call center for immediate support, as well as to Progent's senior consultants, who can provide high-level, project-oriented services such as Disaster Recovery/Business Continuity planning, application development, security and compliance testing, or end-user training.

In all cases, Progent's support is easy to initiate, track, and terminate, follow-through is consistent, services are thoroughly documented, and costs are controlled.

End of Section 3
If you are interested in using Progent's outsourcing, consulting or support services, call 800-993-9400 or visit Contact Progent.

To download a PDF file of the complete IT Outsourcing White Paper, click:
How Businesses Can Benefit by Outsourcing and Co-sourcing IT Services from Progent (PDF - 135 KB)



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