Service Glossary
The following is a listing of the services that we provide in the seven county Twin Cities area for private, public and government organizations. In addition SMTI is set-up to do business in fourteen (14) States and Vancouver, Canada.
Desktop Architecture
Software Distribution
Window Server Administration
Workstation Analysts
Configuration / Imaging Professional Services
Hardware Repair
Relocation (Disconnects and Reconnects)
Depot Repair
Un-Supported Hardware Repair
Laptop Pool
Asset Management and Inventory Control
Resource Recovery
National Call / Dispatch Center
Call Center Management (Helpdesk)
Warranty Management
Managed Services Program
Preventative Maintenance & Support, Monitoring and Patch Management
Project / Technology Integration
Outsourced CIO
Security Services
Desktop Management
Desktop Architecture – provides a standard workstation environment, image creation. (top)
Software Distribution – distribute new software, upgrades and patches. (top)
Window Server Administration – Implementation, Active Directory, DNS, Network Management (top)
Workstation Analysts - provides work station software support (level 1 through 4) either remotely or on-site. (top)
Configuration / Imaging Professional Services - provides hardware / software configuration for new equipment. (top)
Hardware Repair – manages / handles all service requests for repair of servers, desktops, laptops, printers, fax and copiers. Authorized Warranty Service Provider for Tier 1 OEM's ( HP, IBM / Lenovo, Dell) (top)
Relocation (Disconnects and Reconnects) - manage, coordinate and facilitate the disconnecting of IT hardware at the client user's present location and the reconnection of the equipment at the users new location (bldg, floor wing etc). (top)
Depot Repair - SMT will place a technician on-site to handle hardware repair for remote customer employees (sales rep etc.) through a depot repair function or will provide the depot support through our Service Center. (top)
Un-Supported Hardware Repair - This area is responsible for handling hardware/software repair that the customer deems as unsupported by its IT policy. (top)
Laptop Pool - This function provides properly configured laptops for customer’s employees that need to have a portable device as a loaner for business trips etc. SMT manages the request system, configures the equipment with the proper software, delivers, train the user as needed. Upon completion of the trip / need picks up the equipment and prepares it for the next user request. (top)
Asset Management and Inventory Control - manages the inventory collection of laptops / desktops technology being refreshed, the data wiping and prep of the equipment for SMT’s bi-weekly online or e-bay auction if the product is re-marketable. (top)
Resource Recovery - manages the customers IT equipment that is not re-marketable, ensuring that data is properly secured and all company markings are remove and the equipment is then recycled / destroyed in accordance with Federal, State and Local regulations. (top)
National Call / Dispatch Center - coordinate and handle our national service / parts requests. (top)
Call Center Management (Helpdesk) – provides 7 day a week, 24 hours a day hardware, software and system support for our customers. Systems Support includes Network Monitoring and problem escalation. Questions ranging from Corporate Applications (Oracle, Lotus Notes etc.), VPN (Remote Access) to standard applications support (Microsoft Office Suite). (top)
Warranty Management - we are an authorized dealer that can support IBM, HP, Compaq, Toshiba and other OEM’s to provide warranty coverage for various hardware platforms. In addition our technicians are certified to perform warranty and non-warranty support. (top)
Preventative Maintenance & Support, Monitoring and Patch
Management – At the foundation of our program is a comprehensive monitoring and preventative maintenance program. Our model results in the prevention of a high percentage of potential problems and enables SMT to remediate the majority of the problems that do occur very quickly. Our dedicated Help Desk is standing by, staffed by certified agents who are ready and willing to help at a moment’s notice. The Help Desk offering allows for unlimited remote support for all users. Our experienced field engineering team will handle any issues requiring on-site support. (top)
Project / Technology Integration – SMT takes pride in the way we scope, plan and implement IT projects for our clients. We use a proven project methodology for every project, thus greatly increasing satisfaction while mitigating and managing risk. Projects can be handled on a case-by-case T&M or fixed fee basis. (top)
Outsourced CIO – SMT’s Outsourced CIO services program is a high level consulting program designed to align our clients IT investment with their business goals and objectives. Under the current proposal, this program would be made available through one of the retainer options. (top)
Security Services – SMT recognizes that security of both the network, as well as vital information is critical to limiting risk and exposure for many of our customers. With that in mind, we have developed a comprehensive security services offering that includes ongoing security practices and support that will keep your company’s network, private information and mission critical data safe from threats and intrusion. Beginning with a thorough security audit, SMT will tailor the security solution specifically to meet our customer’s needs and vulnerabilities. (top)
Desktop Management – The desktop can be a source of issues that can often lead to effects on the entire network. Also, poorly configured or non-optimized desktops can lead to lost employee productivity, increased service calls and security issues, and frustration. SMT’s desktop management module includes services that will ensure desktops are not a weak link in your organization’s security infrastructure. It will also achieve an ongoing level of performance optimization, so that employees can work at peak productivity levels. (top)
