Federal Government IT Services, OEM Hardware Maintenance and SLA Management

Hardware Maintenance and Support

ITG provides Government OEM Hardware Maintenance and IT Services to thousands of government users in our parts repair, integration, and logistics facility near our headquarters in Falls Church, VA. At this site, which is guarded by full-time security, we repair and refurbish our own parts to OEM specs.

Since 1984, our business model has expanded to accommodate contracts with aggressive SLAs, creating a nationwide on-site response time of one to four hours.

ISO 9001 Repair Facility

ITG is authorized to maintain a repair facility for many of the large OEM product lines and our warehouse is included in our ISO 9001 certification. Through our efficient dispatch and service record tracking and monitoring system, we are able to respond to incidents in a timely manner. Our qualified technicians, considerable inventory of necessary spare parts, and a committed corporate team support our Government IT services mission.

Professional IT Services

For more than 30 years, Government Agencies have trusted ITG with their IT needs. The provisioning of IT services is our core competency as demonstrated by the successful implementation of hundreds of contracts across the IT services spectrum.

Our SLA attainment exceeds 99.5% across all of our contracts. Our experience has been instrumental in developing measurements and action plans to guarantee SLA attainment. We have received awards and thousands of customer appreciation letters for our SLA compliance.

We value our customers and invest in policies and procedures to maintain customer satisfaction, such as:

• Our automated software calculates, tracks and triggers responses to monitor SLA compliance
• Maintaining full-time team of Quality Assurance personnel
• All SLA performance metrics and non-cpmpliant instances are reported directly to Executive Management in real time
• All issues are subject to corrective actions to minimize the impact and prevent recurrence
• ITG pursued and successfully attained ISO 9001, ISO 20000-1, ISO 27001 certifications and CMMI-SVC, CMMI-DEV appraisals

Assistive Products Support

ITG understands that visually impaired users rely heavily on adaptive equipment not just in the workplace, but in everyday life as well that’s why has prepared a Customer Care Plan specifically designed to accommodate the challenging requirements of the adaptive technology world.

The Customer Care Plan is supported by a cadre of technicians, spare parts and logistics at the Fairfax VA facility to assure expedited repair and return of these life enhancing devices.

VTC Maintenance

ITG’s proactive approach embraces innovation and partnership with our clients. We deliver service excellence through our employees, leadership in best practices, internally developed and owned ITIL certified management platform and our worldwide managed services capability.