Computer Help for Midsize Organizations

Mid-size businesses with 50-250 desktop users can typically get the best results from an IT support plan that utilizes co-sourcing, i.e., relying on internal IT staff for day-to-day IT support requirements and using outside consultants to provide advanced expertise when necessary. Small to mid-size businesses can now have all the benefits of Microsoft System Center Operations Manager (SCOM) — including maximum system availability, throughput, and protection — and in addition have reliable access to Progent's Microsoft Premier service experts. With Progent's affordably priced IT support packages, businesses can choose a standard co-sourcing program built around SCOM with monitoring, alerts, reporting, Call Center, and on-location troubleshooting, or a complete 24x7 solution.

System Center Operations Manager proactively scans event records and performance counters from strategic then {filters and analyzes this data by utilizing an extensive built-in technical database. When System Center Operations Manager uncovers an issue, the software runs special corrective routines or generates alarms to warn designated service personnel. System Center Operations Manager also generates trend analysis so IT managers can monitor the performance of your information network. Expertise with SCOM and skill in network support allows Progent to offer information technology co-sourcing and 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
• Comprehensive Network Monitoring

Managed Network Monitoring
If your business has a small internal IT staff, this co-sourcing service program is an affordable way to maximize network availability, performance, and protection.

Important aspects of Progent's Managed Network Monitoring Package include:

• Progent provides a requirements evaluation and installs SCOM
• Progent assigns an offsite System Center Operations Manager server to monitor your designated servers
• Support is provided during standard business hours
• Progent's Help Desk Call Center service works in conjunction with System Center Operations Manager
• System Center Operations Manager alarms are sent to the Progent Helpdesk and to primary and secondary Progent network consultants and copied to your assigned IT person
• Progent's Call Center establishes trouble tickets for all events and oversees the remediation of issues
• Progent's Helpdesk escalates resources as needed
• Your IT staff is copied on up-to-date status information
• Progent remotely monitors, diagnoses, and/or fixes problems
• On-site service escalation is provided if problems can't be fixed online
• Service Level Agreements are negotiated
• All tickets are closed out with detailed solution
• Progent performs regular service maintenance such as installation of service packs and security upgrades
• Computers and network appliances must be under vendor's on-location warranty service
• Progent recommends that you base your IT network on Microsoft Windows 2012 R2 Server or later to maximize network stability and protection

Typical SLAs are:

• 1 hour to Help Desk contact
• 2 hours to start of analysis by a Progent support specialist, either remotely or by phone
• 4 hours for on-location support when help request takes place before 1PM, or, if later, the following business 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 features of Progent's Comprehensive Network Monitoring Package are:

• All features of the Managed Network Monitoring Package including Server Management, Reporting, Contact Center, and On-site support
• Designed for mission critical e-Business, global networks, or other high-uptime situations
• Round-the-clock support
• Your information system must have a minimum degree of fault-tolerant configuration. Progent can help your company to upgrade your network to a fault-tolerant architecture before round-the-clock services begin
• Contracted SLAs with specified off-hours service commitments
• Progent's support team will be provisioned to fix problems 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 amount of servers being tracked and the service level requested by your company. For more information, refer to your Progent service manager.

To find out more about System Center Operations Manager and how Progent can assist your company to achieve enterprise-class information system support by utilizing this state-of-the-art technology, select one of these links:

• What Is SCOM?
• SCOM in Action: A Case Study

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