Mid-size businesses with 50-250 desktop users can typically get the best results from a network support plan based on co-sourcing, that is, depending on internal support personnel for day-to-day IT management issues and using outside consultants to provide high-level expertise when necessary. Small to mid-size companies can now have all the advantages of System Center Operations Manager (SCOM) — including maximum network uptime, performance, and security — and also have guaranteed access to Progent's Microsoft and Cisco Premier support experts. With Progent's affordably priced IT management options, businesses can select a standard support package built around SCOM with monitoring, notification, analytics, Help Desk, and on-location troubleshooting, or a complete 24x7x365 solution.

SCOM automatically monitors event records and performance thresholds from strategic servers and applications and evaluates this information based on an extensive internal technical knowledge base. When System Center Operations Manager finds potential trouble, it executes pre-built remedial scripts or generates alerts to warn designated support people. SCOM also produces trend reports so you can monitor the health of your system. Familiarity with SCOM and a long background in network support allows Progent to offer information technology co-sourcing and outsourcing packages that are both affordable and effective.

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 IT group, this co-sourcing package is an affordable way to maximize system stability, throughput, and security.

Important features of Progent's Managed Network Monitoring Package are:

  • Progent provides a needs assessment and installs System Center Operations Manager
  • Progent sets up a remote System Center Operations Manager server to monitor your designated servers
  • Support is provided during normal business hours
  • Progent's Help Desk service works in conjunction with System Center Operations Manager
  • System Center Operations Manager alerts are routed to the Progent Help Desk Call Center and to primary and secondary Progent network consultants and emailed your designated network support person
  • Progent's Help Desk Call Center creates tickets for all events and monitors the remediation of problems
  • Progent's Help Desk escalates resources as required
  • Your in-house support group is sent all status data
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-site service escalation is provided if trouble can't be fixed remotely
  • SLAs are negotiated
  • All tickets are terminated with detailed solution
  • Progent provides regular network maintenance such as installation of service packs and security upgrades
  • Computers and network appliances must be under vendor's on-location warranty programs
  • Progent recommends that you base your environment on Microsoft Windows 2012 R2 Server or later to optimize system stability and protection

Common SLAs are:

  • 1 hour to Call Center contact
  • 2 hours to initiation of troubleshooting by a Progent engineer, either online or by telephone
  • 4 hours for on-location support when help request takes place prior to 1PM, otherwise, the next work-day 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.

Main features of Progent's Comprehensive Network Monitoring Service Program include:

  • All components of the Managed Network Monitoring Service Program including Server Management, Reporting, Help Desk, and On-location support
  • Intended for mission critical eCommerce, global networks, or other high-uptime situations
  • Round-the-clock support
  • Your information system must have a minimum level of fault-tolerant architecture. Progent can help your business to bring your system to a fault-tolerant architecture before round-the-clock services commence
  • Contracted SLAs with specified after-hours service commitments
  • Progent's service team will be provisioned to fix trouble on-location or online without the involvement of your in-house support group

Prices for Progent's Outsourcing Packages
Prices for Progent's Network Monitoring Service Programs are determined by the amount of servers being monitored and the service level required by your business. To learn more, contact your Progent service manager.

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

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



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