Established in 1984, ITG is a Full-Service Systems Integrator dedicated to providing turn-key solutions to the U.S. Federal Government. We provide:
- IT systems configuration,
- Life cycle management & maintenance,
- Extended – past OEM – warranty services,
- Designing, testing and installation services using our extensive group of vendors and technicians
Extensive experience providing OCONUS hardware and software remedial break/fix maintenance services, software support, electronic repair and IMAC (Install Move Add Change) services. Extensive network of experienced field engineers and technicians across the globe. Provision of installation and warranty service support for tens of thousands of computer systems to a variety of public and private sector organizations. Field Services include labor, parts and software expertise required to restore any IT system to normal operation by minimizing system failures and extend the useful life of equipment.
What we Offer
- US based Global Support Center
- Coverage 24/7/365 for applicable customer calls.
- Live attendant call routing and no voice mail
- Both 1st-Tier a 2nd-Tier Call Center Support by Technical Account Managers
- Multi-Vendor Service Desk Support
- Field Service Dispatch
- Expansive geographic support to rapidly respond to customer calls
- Server, Client, Printer, AV and Network Support
Stratified Excellence: “Maintenance Service Tiers”
Tier 1: Basic Maintenance (Standard Support)
Services Included: 24/7/365 Help Desk Support / Remote assistance for basic troubleshooting
Onsite Response Time: Next Business Day onsite Support / Or mail drop services
Tier 2: Advanced Maintenance (Extended Support)
Services Included (In addition to Tier 1): Enhanced remote assistance for more complex issues
Onsite Response Time: 4 business hours for critical issues / 2 business days for non-critical issues /
Covers more advanced troubleshooting, hardware-related issues, and on-site support for critical problems.
Tier 3: Premium Maintenance (Comprehensive Support)
Services Included (In addition to Tier 2): 24/7/365 US Based help desk support / Customized website for ticket request and monitoring / Accidental Damage Protection
Onsite Response Time: Immediate response for critical issues / Within 4 business hours for non-critical issues. / Comprehensive coverage, including preventive measures, proactive monitoring, and prioritized support for critical incidents.
Tier 4: Mix & Match (or Custom SLA Development)
- Customized service level agreements (SLAs)
- Dedicated account manager and technical support team.
- Full Time onsite technician for any breakdowns
- Depot Repair
- Mail in services
- TAA Compliant parts
- Certified technicians with security clearance.
- Personalized training sessions and workshops
- Accidental damage protection
- Defective Media Retention
- Custom portal
- Response Time: Customized based on business requirements.
- Scope: Tailored to meet specific hardware and support needs of the organization / May include additional services, such as regular health checks, performance optimization, and strategic planning
There is more!
Our ERP provides a multi-faceted web portal per customer (dedicated URL) with a variety of customized “views” to provide centralized areas for users of all types to get their “configuration item information”, “open support tickets”, “check the repair status “ , and many more they need to be productive.
Planner on Demand!
FREE Planning resources > pave the way for your project’s success!
- A successfully managed service solution starts with meticulous planning.
- From initial assessments to navigating complex tech transitions and ongoing IT Service Management, ITG’s expert team is by your side, committed with no strings attached.
- With strategic planning at its core, ITG propels your technology investments to their full potential.
- Experience the synergy of planning and empowerment with ITG – where success is not just a destination, but a journey we embark on together, commitment-free.
- We conduct thorough inventories, identify cost-saving opportunities, devise deployment strategies, execute seamless asset recovery and tech refreshes, all while providing steadfast ongoing support.
- Services include:
- Managed Client Assessment
- Performance Management
- Program Planning and Design
- Standards Management
- Image Development
- Asset Management
- Lifecycle Management
Asset Management: Inventory at your fingertips!
Do you find yourself caught in a cycle of buying, maintaining, repairing, and retiring equipment? Let’s talk strategy – because your success deserves more than an ad-hoc approach!
Asset Managed Service Plan
- Know what equipment you have
- Know where assets are located
- Reduce acquisition cost through planned purchases, deployment, and refreshes
- Unify your environments
- Reduce support costs with SLAs
- Recover costs through Asset Recovery
- Web-based management tools
Superior Deployment & Installation
- Established and defined Plan with equipment and software requirements, refresh rates and schedules,
- Deployments Management
- Tailor our best practices approach based on the customer’s requirements.
- Destination and Staging
- Software Integration and Imaging
- Installation and Testing
- Data Migration
- Asset Tagging and Labeling
- Disposition of all packaging materials
- Asset Recovery
- Web-based management tools
- Live attendant call routing and no voice mail
ITG’s Quality Management Systems
ITG operates a Quality Management System based on ISO, ITIL and CMMI Principles. The company is the recipient of ISO 9001, ISO 20000, ISO 27001 certifications, CMMI DEV / SVC ML3 appraisals and ITIL certification across our company’s functions. Our CMMI for Services appraisal scope is “Design, Service and Repair of IT equipment, primarily for the Federal Government”.
All certifications were granted for performance