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HOW TO ASK FOR DoIT ASSISTANCE

Download a print friendly copy of the Service Transaction Description (STD)

INCIDENT

An incident is needed if an existing component or function is no longer working or is degraded in quality (i.e. something is broken and in need of repair).

The incident is submitted by the end user via entry  into the  WEB Report-A-Problem online form. 

OR
by calling the DoIT IT Service Desk at:

Springfield: 217-524-DoIT (217-524-3648)
Chicago: 312-814-DoIT (312-814-3648)

Standard Support Service Hours
Mon-Fri: 8:00 a.m. - 5:00 p.m.
 

SERVICE REQUEST

A service request is needed to obtain a new service, modify an existing service, or discontinue a service (i.e.. receive a new component or function, change an existing component or function, or disable/delete an existing component or function).
End users must notify their designated Agency Technology Service Requester (ATSR) of what is needed.
The ATSR will confirm spending approval and submit Service Request to DoIT via Remedy ON Demand.
  

GOVERNANCE

Governance is necessary when a service need requires significant effort based on number of affected users, time to execute, and/or cost. Qualifying guidelines are as follows:
  • Add or modify business functionality
  • Move to new or update technology platform
  • Replace existing system
  • System in/out-sourced
  • Enterprise (multi-agency) implications

Governance is initiated by submittal of a project by the Business Owner via the EPM Portal.