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.
ITG stands apart as the company that holds ISO 9001:2008, Software Engineering Institute (SEI) Capability Maturity Model Integration (CMMI) Level 3, and ISO 20000 and ISO 27001 certifications. We were one of the first five companies in the United States to receive the ISO 20000 certification, the standard that is based on the Information Technology Infrastructure Library (ITIL), and one of the only ones to meet all four quality standards.
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.
CENTRE makes our computer support services approach possible. CENTRE’s special capabilities make contract activities visible and make people accountable for their actions. CENTRE is an inclusive web-based set of integrated tools that uses cutting-edge technology, specifically designed by ITG to support IT services. CENTRE has leading Best Practices integrated in the software, employing workflow processes that enforce Best Practices in the operational model, including ISO 9001:2008, ISO 27001, ISO 20000, CMMI Level 3, and ITIL. CENTRE is ITIL compliant and certified for six V3 and four V2 process areas.
CENTRE is a fully-functional service desk management tool, but it is really much more. Using a web interface, users see the status of submitted service records starting moments after the call and can track them until resolved. Management is provided with comprehensive reports for insight into project performance.
strength is our ability to deliver consistent high-quality
computer support service world wide through our talented
force of service engineers. We offer
consistent quality of service, courteous and professionally-dressed
specialists with uniform training, skills, and
commitment nationwide. Our local-ownership business
model brings dollars back to the community
for our more than 600 subcontractor companies in
over 1,230 locations. No matter where our customers
are, they receive top-notch service.