Medium size businesses with 50-250 network users can typically get the best results from a network support strategy that utilizes co-sourcing, that is, relying on internal IT personnel for ordinary network management requirements and utilizing outside consultants to provide high-level support as needed. Small to medium-size businesses can now enjoy all the advantages of Microsoft System Center Operations Manager (SCOM) ó including increased system uptime, throughput, and security ó and in addition have reliable access to Progentís Microsoft and Cisco Premier support experts. With Progent's economically priced network management options, businesses can choose a basic support package built around SCOM with monitoring, alerts, reporting, Help Desk Call Center, and on-site troubleshooting, or a comprehensive 24x7x365 support package.

System Center Operations Manager proactively scans event records and performance thresholds from critical network resources and evaluates this data by utilizing a comprehensive built-in technical database. When System Center Operations Manager uncovers a problem, it executes pre-built remedial routines or sends alarms to notify designated support people. System Center Operations Manager also produces trend reports so you can track the health of your system. Expertise with System Center Operations Manager and skill in network management allows Progent to provide 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 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 staff, this co-sourcing package is an affordable way to maximize network availability, performance, and security.

Important features of Progent's Managed Network Monitoring Package are:

  • Progent performs a requirements assessment and configures System Center Operations Manager
  • Progent assigns an offsite System Center Operations Manager server to watch over your designated servers
  • Support is provided during normal office hours
  • Progent's Help Desk service is coordinated with System Center Operations Manager
  • SCOM alarms are routed to the Progent Helpdesk and to primary and secondary Progent computer engineers and emailed your assigned network support personnel
  • Progent's Call Center creates trouble tickets for all significant alerts and monitors the remediation of problems
  • Progent's Help Desk escalates resources as required
  • Your IT staff is copied on all status information
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-location service escalation is provided in case problems canít be fixed remotely
  • Service Level Agreements are negotiated
  • All tickets are closed out with detailed solution
  • Progent provides normal service maintenance including application of SPs and security upgrades
  • Computers and network appliances must be under vendor's on-site warranty service
  • Progent advises that you base your IT network on Microsoft Windows 2012 R2 Server or later to optimize network stability and security

Common Service Level Agreements are:

  • 1 hour to Helpdesk contact
  • 2 hours to initiation of troubleshooting by a Progent support specialist, either remotely or by phone
  • 4 hours for on-site support when help request is received prior to 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 Service Program are:

  • All components of the Managed Network Monitoring Service Program including Server Management, Notification, Helpdesk, and On-location service
  • Designed for line-of-business eCommerce, international connectivity, or other high-uptime situations
  • Round-the-clock service
  • Your IT network must have a minimum level of fault-tolerant architecture. Progent can help your business to bring your system to a high-availability architecture before 24x7 services begin
  • Negotiated SLAs with designated after-hours service commitments
  • Progent's support staff will be provisioned to fix trouble on-location or remotely without the help of your IT staff

Prices for Progent's Outsourcing Packages
Pricing for Progent's Network Monitoring Packages are based on the amount of servers being tracked and the service level requested by your company. To learn more, contact your Progent service manager.

To learn more about Microsoft System Center Operations Manager and how Progent can assist your company to get enterprise-level information system support by deploying this powerful technology, choose one of these topics:

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

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