IT Service Management with CENTRE
The ITG help desk facility, offering worldwide on-site support capability, responds to customer calls as “National Support Center”, operates 24 hours a day, 365 days a year and processes toll free calls via US 1-800-835-7823 and International 1-800-900-20060 numbers.
One 1-800 number, one invoice, one contractor.
Our National Support Center provides a service delivery solution that starts from a philosophy of problem prevention and ends with extremely high customer satisfaction from our skilled Service Desk and global computer support service engineers.
State-of-the-Art Service Desk. Our solution centers on an ITIL certified Service Desk model that provides rapid response and ITIL-certified processes addressing service requests wherever their geographic location may be. Our skilled computer support engineers will quickly and effectively resolve incidents using sophisticated tools and technology to get users up and running fast. When desk-side computer support is needed, we select the nearest of our more than 1,230 locations worldwide to dispatch a qualified support engineer, armed with everything needed – tools, software, equipment configuration, and asset information – to make the repair rapidly and efficiently.
Proactive Approach. Besides resolving customer incidents, our solution includes proactive problem detection using our innovative system management tools to identify potential failures before they are even detectable by our users. Preventing an incident is even better than resolving it promptly.
Customer “First” Attitude. We make it easy to engage with ITG. When customers sign up with us, we implement a hassle-free, comprehensive start-up plan-Quick-Start-that gets the customer equipment or software in an on-line CMDB immediately. Our Help Desk is answered by “Real Human Beings” in Falls Church, Virginia. From a complete site survey to a configuration analysis to personalized service from our Computer Support Consultants, we make the benefits of ITG’s service excellence immediate. As applicable, we follow through with frequent visits, “white glove” treatment, and continual building of relationships with our users.
1. Best Practices
|ITG stands apart as the company that holds ISO 9001:2008, Software Engineering Institute (SEI) Capability Maturity Model Integration (CMMI) Level III for DEV and SVC, ISO 20000-1:2005, and ISO 27001 certifications. We are one of the first five companies in the United States to receive the ISO 20000-1:2005 certification, the standard that is based on the Information Technology Infrastructure Library (ITIL), and the only one to meet all five quality standards. Our project management team adheres to practices recognized by the Project Management Body of Knowledge (PMBOK).
The practical, positive results of applying Best Practices are felt throughout an organization both internally and externally, whether providing services or receiving services. When providing computer support services, resources are aware of their responsibilities, enabling them to perform at optimum efficiency. As a service recipient, Best Practices means expectations are met and quality is consistent.
2. CENTRE Management Platform
|ITG’s Common Enterprise Resource platform (CENTRE) makes our service approach possible. CENTRE is a comprehensive web-based application that integrates the essential operations of our business and is certified by Pink Elephant’s Pink VERIFYTM for process areas of ITIL V.2 and V.3. CENTRE’s unique capabilities provide transparency to contract activities and make people accountable for their actions. CENTRE is an inclusive Web-based set of integrated tools that uses leading-edge technology designed by ITG specifically to support IT services.|
3. Consistent Worldwide Service
|Our principal strength is our ability to deliver consistent high-quality service worldwide through our trusted field technicians and SME service engineers. We offer a consistent quality of service through courteous and professionally dressed specialists with uniform training, skills, and customer satisfaction commitment. Our support model includes a state of the art depot facility with over five million dollars of tested and ready for delivery spare parts coupled with a cadre of highly skilled bench technicians.|