Mid-size companies with 50-250 desktop users can usually benefit from a network support strategy that utilizes co-sourcing, that is, relying on internal IT staff for day-to-day IT support requirements and using outside engineers to provide advanced support as needed. Small to medium-size businesses can now enjoy all the advantages of System Center Operations Manager (SCOM) ó such as maximum system availability, throughput, and security ó and also have reliable access to Progentís Microsoft Certified support professionals. With Progent's economically priced IT support options, you can select a basic co-sourcing program based on SCOM with monitoring, notification, reporting, Call Center, and on-site troubleshooting, or a comprehensive 24x7 support package.

SCOM proactively scans event records and performance counters from key sorts and analyzes this data by utilizing a comprehensive internal technical database. When SCOM finds potential trouble, the software executes special remedial routines or generates alarms to warn designated service personnel. SCOM also generates trend reports so you can monitor the health of your information network. Familiarity with System Center Operations Manager and skill in computer system support makes it possible for Progent to offer information technology co-sourcing and outsourcing service programs 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 or over-stretched internal IT staff, this co-sourcing package is an affordable way to optimize network stability, performance, and security.

Important features of the Managed Network Monitoring Package include:

  • Progent performs a requirements assessment and installs SCOM
  • Progent sets up an offsite System Center Operations Manager server to monitor your network
  • Support is provided during standard business hours
  • Progent's Help Desk Call Center support is coordinated with SCOM
  • SCOM alerts are routed to the Progent Help Desk Call Center and to primary and secondary Progent computer consultants and emailed your assigned network support personnel
  • Progent's Help Desk Call Center creates tickets for all events and monitors the remediation of problems
  • Progent's Helpdesk escalates resources as required
  • Your in-house support group is copied on all status data
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-location support escalation is provided if trouble canít be fixed remotely
  • Service Level Agreements are negotiated
  • All trouble tickets are closed out with defined resolution
  • Progent provides regular network maintenance including installation of service packs and security upgrades
  • Computers and network appliances must be covered by vendor's on-location warranty service
  • Progent advises that you base your IT network on Microsoft Windows 2012 R2 Server or later to maximize system stability and security

Typical SLAs are:

  • 1 hour to Helpdesk contact
  • 2 hours to start of troubleshooting by a Progent engineer, either remotely or via telephone
  • 4 hours for on-site service when help request takes place before 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 aspects of Progent's Comprehensive Network Monitoring Service Program include:

  • All features of the Managed Network Monitoring Package including Server Management, Reporting, Contact Center, and On-site service
  • Designed for line-of-business e-Business, international connectivity, or other high-uptime situations
  • 24x7 service
  • Your IT network must have a basic degree of fault-tolerant configuration. Progent can help your business to upgrade your system to a high-availability architecture before round-the-clock services begin
  • Contracted Service Level Agreements with specified off-hours service guarantees
  • Progent's service staff will be equipped to repair problems on-site or online without the help of your IT group

Prices for Progent's Outsourcing Packages
Pricing for Progent's Network Monitoring Service Programs are determined by the number of servers being tracked and the service level required by your company. For details, contact your Progent service manager.

To find out more about System Center Operations Manager and how Progent can help your business to get enterprise-class network management by utilizing this state-of-the-art technology, select one of these topics:

To learn more information about Progent's Network Support Service Programs, phone 1-800-993-9400 or go to Contact Progent.

More topics of interest: