Mid-size companies with 50-250 desktop users can usually benefit from a network service strategy that utilizes co-sourcing, i.e., relying on in-house IT personnel for ordinary network support issues and using external consultants to receive advanced expertise when necessary. Small to mid-size companies can now have all the benefits of Microsoft System Center Operations Manager (SCOM) ó including maximum system uptime, performance, and protection ó and in addition have guaranteed access to Progentís Microsoft Certified service experts. With Progent's economically priced IT support packages, businesses can select a basic support program built around SCOM with monitoring, alerts, reporting, Call Center, and on-location troubleshooting, or a comprehensive 24x7 support package.

SCOM proactively monitors event logs and performance counters from critical servers and applications and analyzes this data based on a comprehensive internal technical knowledge base. When SCOM finds potential trouble, it runs pre-built remedial scripts or sends alarms to notify designated service people. System Center Operations Manager also generates trend reports so IT managers can track the performance of your system. Familiarity with SCOM and skill in computer system support allows Progent to offer IT co-sourcing and outsourcing service programs that are both affordable 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 or over-stretched internal IT group, Progent's co-sourcing package is an economical way to optimize network reliability, throughput, and security.

Key aspects of the Managed Network Monitoring Package include:

  • Progent performs a requirements assessment and installs System Center Operations Manager
  • Progent assigns an offsite System Center Operations Manager server to monitor your designated servers
  • Service is available during normal office hours
  • Progent's Helpdesk support works in conjunction with SCOM
  • System Center Operations Manager alarms are sent to the Progent Call Center and to primary and secondary Progent computer consultants and copied to your assigned network support personnel
  • Progent's Helpdesk establishes trouble tickets for all events and oversees the remediation of problems
  • Progent's Call Center escalates technical help as required
  • Your in-house support group is copied on up-to-date status data
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-location service escalation is provided in case problems canít be resolved online
  • SLAs are negotiated
  • All tickets are terminated with detailed solution
  • Progent performs regular network maintenance including application of service packs and security updates
  • Computers and network appliances must be covered by manufacturer's on-site warranty programs
  • Progent advises that you base your IT network on Microsoft Windows 2012 R2 Server or later to maximize system reliability and security

Typical SLAs are:

  • 1 hour to Help Desk Call Center contact
  • 2 hours to start of analysis by a Progent support specialist, either online or via telephone
  • 4 hours for on-location support when service call takes place before 1PM, otherwise, 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 aspects of Progent's Comprehensive Network Monitoring Service Program are:

  • All components of the Managed Network Monitoring Service Program including Server Management, Reporting, Contact Center, and On-site service
  • Designed for line-of-business e-Business, global connectivity, or other high-uptime environments
  • Round-the-clock support
  • Your information network must have a minimum level of high-availability architecture. Progent can help your company to bring your system to a fault-tolerant architecture before 24x7 support services begin
  • Contracted SLAs with designated after-hours service guarantees
  • Progent's service team will be equipped to fix trouble on-site or online without the involvement of your IT staff

Prices for Progent's Outsourcing Packages
Pricing for Progent's Network Monitoring Packages are determined by the number of servers being tracked and the service level requested by your company. To learn more, refer to your Progent service manager.

To find out more about System Center Operations Manager and how Progent can help your company to get enterprise-class information system management by deploying this powerful technology, choose one of these links:

To learn additional information about Progent's Network Support Packages, phone 1-800-993-9400 or visit Contact Progent.

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