Mid-size companies with 50-250 desktop users can usually get the best results from an IT support strategy that utilizes co-sourcing, that is, depending on internal support staff for ordinary IT support requirements and using outside engineers to receive advanced support as needed. Small to medium-size businesses can now enjoy all the advantages of System Center Operations Manager (SCOM) — such as increased network uptime, throughput, and security — and also have reliable access to Progent's Microsoft and Cisco Premier support professionals. With Progent's affordably priced network management packages, businesses can select a standard co-sourcing package based on System Center Operations Manager with monitoring, notification, analytics, Helpdesk, and on-site service, or a comprehensive 24x7x365 solution.

System Center Operations Manager proactively monitors event records and performance counters from key servers and applications and analyzes this data by utilizing an extensive built-in service database. When System Center Operations Manager finds a problem, it runs pre-built corrective scripts or sends alarms to warn designated support people. System Center Operations Manager also produces trend analysis so you can monitor the health of your information network. Expertise with System Center Operations Manager and a long background in network support makes it possible for Progent to provide information technology outsourcing service programs that are both affordable and impactful.

Progent offers mid-sized businesses two basic outsourcing service packages built on Microsoft System Center Operations Manager:

Managed Network Monitoring
If your company has a small or over-stretched internal network staff, Progent's co-sourcing service program is an affordable way to optimize system reliability, throughput, and protection.

Important features of the Managed Network Monitoring Package include:

  • Progent performs a requirements assessment and configures SCOM
  • Progent sets up an offsite System Center Operations Manager server to monitor your designated servers
  • Support is available during normal office hours
  • Progent's Helpdesk support is coordinated with System Center Operations Manager
  • SCOM alarms are sent to the Progent Help Desk and to primary and secondary Progent network engineers and emailed your designated network support personnel
  • Progent's Help Desk creates trouble tickets for all significant alerts and oversees the remediation of issues
  • Progent's Call Center escalates technical help as required
  • Your IT staff is copied on up-to-date status data
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-location support escalation is provided if problems can't be fixed remotely
  • Service Level Agreements are contracted
  • All trouble tickets are closed out with defined resolution
  • Progent performs normal service maintenance including installation of service packs and security updates
  • Computers and network appliances must be covered by manufacturer's on-site warranty service
  • Progent recommends that you base your IT network on Microsoft Windows 2012 R2 Server or later to maximize system reliability and protection

Typical SLAs are:

  • 1 hour to Help Desk contact
  • 2 hours to initiation of troubleshooting by a Progent support specialist, either remotely or by phone
  • 4 hours for on-site service when service call takes place prior to 1PM, otherwise, the next business morning

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

  • All features of the Managed Network Monitoring Service Program including Server Management, Notification, Contact Center, and On-site support
  • Designed for mission critical e-Business, global networks, or other high-uptime environments
  • 24x7 service
  • Your information network must have a minimum degree of high-availability configuration. Progent can help your company to upgrade your system to a high-availability configuration before 24x7 support services commence
  • Negotiated SLAs with designated off-hours service commitments
  • Progent's support team will be equipped to repair trouble on-location or remotely without the help of your in-house support staff

Prices for Progent's Outsourcing Packages
Pricing for Progent's Network Monitoring Packages are determined by the amount of servers being tracked and the service level requested by your company. For more information, refer to your Progent support representative.

To learn more about System Center Operations Manager and how Progent can assist your business to get enterprise-class information system management by deploying this state-of-the-art platform, select one of the following topics:

For additional details about Progent's Network Support Packages, call 1-800-993-9400 or see Contact Progent.



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