Network Support for Small and Mid-size Organizations

Full Documentation of IT Services
Progent has uses a sophisticated service reporting system that records and archives detailed documentation for all delivered services. Unlike freelance consultants who often provide scant documentation or details of services performed, every service provided by Progent is accompanied by comprehensive documentation. Progent's support technicians and engineers can access the service reports generated by every staff member to every client. The discipline of documenting and storing service records results in more efficient service and avoids a variety of common and unfortunate scenarios  such as when a service customer is effectively held hostage to a consultant who won't release the keys to the kingdom.

Key features and benefits of Progent's services documentation include:

• Promote Best Practices
  Progent's highly evolved service reporting system provides detailed documentation for all delivered services. Every Progent staff member has full access to all the details of services delivered by any staff member to every client. This record of problems and solutions, as well as false alarms and missteps, is organized as an easily accessible and searchable internal database that allows Progent's consultants to share their experiences company-wide so that the overall effectiveness of Progent's support grows over time. Find out more about the scope and benefits of Progent's best practices for IT consulting.

• Web-based Customer Portal
  Progent's web-based Customer Portal allows clients to see the current status of all open tickets as well as historical information about all closed tickets. You can see a complete description of the services provided, who delivered the support, and the time entered for each ticket with to-the-minute granularity. You always know the status of any issue and you can make sure you are getting full value for the dollars you spend on IT service.

• Receive Better Value for Your Support Budget
  Progent's service reports add to a continually expanding, company-wide internal support database that allows Progent's consultants to analyze and resolve problems quickly. Fast solutions save your business direct support dollars and avoids costly losses of productivity. Find out more about the how Progent offers the best value for IT consulting.

• Knowledge Transfer
  Detailed service reports provide your internal IT staff with greater understanding of important technical issues surrounding your network and offer insight into how to anticipate and resolve problems in the future. Find out more about the benefits of Progent's knowledge transfer.

• Avoid Dependence on a Single Service Provider
  The accumulated service reports created for your company by Progent help you avoid becoming dependent on a single consultant. Detailed service reports make it possible for one Progent consultant to take up where another left off while minimizing time spent getting up to speed on your network environment. Another benefit of Progent's service reporting system is that your company can more easily build up an internal IT support organization if and when it becomes economical to do so, or you can move to another consulting firm if you become dissatisfied with Progent's service.

• Track Where Your Support Dollars are Spent
  Progent's service reports can help you evaluate the effectiveness of Progent's consultants, compare budgeted expenses to actual ones, and estimate future support costs. In case your company is considering building up your IT staff in order to assume more support responsibility internally, Progent's service reports will provide the return on investment data to help you make an informed make-or-buy decision.

For an example of how Microsoft Operations Manager helped a business achieve enterprise-class network management, read the Microsoft Operations Manager Case Study.

To get in touch with Progent about small business network support services, call 1-800-993-9400 or visit Contact Progent.