Mid-size companies with 50-250 desktop clients can usually get the best results from an IT service plan based on co-sourcing, i.e., depending on internal support staff for day-to-day IT management issues and using outside consultants to receive high-level support when necessary. Small to medium-size companies can now enjoy all the benefits of Microsoft System Center Operations Manager (SCOM) — such as maximum network availability, performance, and protection — and in addition have guaranteed access to Progent's Microsoft Certified support professionals. With Progent's economically priced network management options, businesses can choose a standard support program built around System Center Operations Manager with monitoring, notification, analytics, Call Center, and on-location service, or a comprehensive 24x7 support package.

System Center Operations Manager proactively scans event logs and performance thresholds from key network resources and analyzes this data based on a comprehensive internal service database. When SCOM detects an issue, the software executes special remedial routines or sends alerts to warn pre-assigned service people. SCOM also produces trend analysis so IT managers can track the health of your information network. Expertise with SCOM and skill in network management allows Progent to offer IT outsourcing service programs that are both budget friendly and impactful.

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

Managed Network Monitoring
If your business has a small or over-stretched internal IT group, this co-sourcing service program is an affordable way to optimize network stability, performance, and security.

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

  • Progent provides a requirements assessment and configures System Center Operations Manager
  • Progent sets up an offsite SCOM server to monitor your designated servers
  • Support is provided during standard business hours
  • Progent's Call Center service is coordinated with System Center Operations Manager
  • System Center Operations Manager alarms are sent to the Progent Help Desk Call Center and to primary and secondary Progent computer engineers and emailed your assigned network support personnel
  • Progent's Helpdesk creates trouble tickets for all events and oversees the resolution of issues
  • Progent's Call Center escalates technical help as needed
  • Your in-house support group is copied on all status data
  • Progent remotely monitors, diagnoses, and/or fixes problems
  • On-site support escalation is provided if trouble can't be fixed remotely
  • SLAs are negotiated
  • All trouble tickets are terminated with defined solution
  • Progent provides normal service maintenance such as installation of service packs and security upgrades
  • 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 network stability and protection

Common Service Level Agreements are:

  • 1 hour to Help Desk contact
  • 2 hours to initiation of analysis by a Progent support specialist, either online or by telephone
  • 4 hours for on-location support when service call is received prior to 1PM, otherwise, 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.

Key aspects of Progent's Comprehensive Network Monitoring Service Program include:

  • All features of the Managed Network Monitoring Service Program including Server Management, Reporting, Contact Center, and On-site support
  • Intended for line-of-business eCommerce, global networks, or other high-uptime situations
  • Round-the-clock support
  • Your IT network must have a basic level of high-availability configuration. Progent can help your company to upgrade your network to a high-availability architecture before 24x7 services commence
  • Contracted Service Level Agreements with designated off-hours support guarantees
  • Progent's support team will be provisioned to repair problems on-location or online without the involvement of your in-house support group

Prices for Progent's Outsourcing Packages
Pricing for Progent's Network Monitoring Packages are based on the amount of servers being monitored and the service level required by your company. For more information, refer to your Progent service manager.

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

For additional information about Progent's Network Support Service Programs, call 1-800-993-9400 or visit Contact Progent.

© 2002-2026 Progent Corporation. All rights reserved.