IT Services Management

CTG’s IT Services Management offerings ensure the right processes, people, and technology are in place to support business goals and have one objective: to make technology work FOR the organization, not the other way around.

Offerings

  • Engineering and Production Management 
  • Help/Service Desk
  • IT Service Management Process Improvement
  • Technology and Infrastructure Implementation
  • Disaster Recovery and Business Continuity
  • IT Infrastructure Outsourcing/Hosting

CTG's IT Services Management (ITSM) offerings support client needs to deliver IT services in a more effective and efficient manner today and plan for changing business dynamics. 

To do this, CTG leverages our strategic consulting expertise, field experience, and technical skills to help clients set a long-term IT vision sustained by achievable, measurable, and affordable steps. We also help clients identify the most impactful improvements, design the future state, and develop the smoothest transition plan.

CTG masters the whole ITSM domain, from strategic planning, to technical implementation of supporting tools, to managing strategic choices in the selection of a framework (ITIL, COBIT, and ISO 2000*), and the use of outsourcing for IT processes such as help/service desk, monitoring, or software management.  

CTG’s help/service desk experience spans many industries and provides support in multiple languages—from specialized Clinical Helpdesk for our Healthcare and Life Sciences clients, to 24/7, multi-language support for our European commercial clients from CTG’s Delivery Center Business Operations Services (DC-BOS), located in Luxembourg. Our experienced Helpdesk team members provide “first-line-of-defense” problem resolution, escalating to Tier 2/3 analysts only when necessary. CTG’s team members receive vendor-specific training when necessary, resulting in improved first-call resolution.

The results we deliver help clients address the rapidly-changing needs of the business, the underlying technology infrastructure, and ever-changing requirements. Clients count on CTG ITSM offerings to drive greater IT efficiency, agility, availability, security, and compliance.

Partners

CTG’s IT Services Management practice maintains partnerships in Europe with HPOmninetCA TechnologiesMicrosoftDynatrace, Atlassian, and Visual Paradigm.