Ordering Information Technology Services

Support

 

Requests for Information Technology Services must be submitted by your agency appointed Agency Technology Service Requesters (ATSR's).  If you do not know who your ATSR is, please contact the Service Desk at 217-524-3648 (Springfield) or 312-814-3648 (Chicago).

Agency Technology Service Requesters (ATSR)

Only agency appointed ATSRs are authorized to sign orders and expend agency funds for DoIT products and services. Appointments of ATSRs require a signature by your agency head

Designated roles include:

  • Service Request Submitter (no spending authority)
  • Agency Technology Service Requester (with spending authority)
See ATSR/Submitter Designation Form for further details and completion.

Need DoIT?

Click here for the steps on how to ask DoIT for assistance.

IT Service Requests

Escalation Process

Service Request

  1. An Agency CIO or Group CIO may email DoIT.ESR.AllAgencies@illinois.gov  or call the IT Service Desk (ITSD) and ask to speak to the IT Service Processing Manager to initiate an escalation for a Service Request. The email should contain supporting documentation for escalation.
  2. Send email to:
    1. DoIT.ESR.Allagencies@illinois.gov 
    2. Flag email as high priority (!)
    3. Subject: Escalation Request – REQ Ticket #
  3. Provide the Service Request number.
  4. Provide justification or business need for the escalation.
  5. The IT Service Processing team creates a work log entry including the provided information.
  6. The IT Service Processing team contacts the DoIT Services fulfillment team / technician and their manager to notify them of the escalation and includes the CIO or Group CIO who initiated the escalation.
  7. The assigned DoIT Services fulfillment team / technician contacts the customer with an update and an estimated time of completion and copies the CIO or Group CIO who initiated the escalation.
  8. The CIO or Group CIO may follow-up with the IT Service Processing Manager or email DoIT.ESR.AllAgencies@illinois.gov if the DoIT Services fulfillment team / technician does not respond or make an onsite visit by the projected ETA for completion.
  9. If no response, the IT Service Processing Manager escalates to the next level of DoIT Management.

Incident Request

  1. An Agency  CIO or Group CIO may email DoIT.Helpdesk@illinois.gov  or call the IT Service Desk (ITSD) to initiate an escalation. The email should contain supporting documentation for escalation.
  2. Send email to:
    1. DoIT.Helpdesk@illinois.gov
    2. Flag email as high priority (!)
    3. Subject: Escalation Request – REQ Ticket #
  3. Provide the Incident number.
  4. The ITSD team creates a work log entry including the provided information.
  5. The ITSD team contacts the DoIT Services fulfillment team / technician and their manager to notify them of the escalation and includes the CIO or Group CIO who initiated the escalation.
  6. The assigned DoIT Services fulfillment team / technician contacts the Customer and copies the CIO or Group CIO with an update and an estimated time of completion.
  7. The CIO or Group CIO may follow-up with the ITSD Manager or email DoIT.Helpdesk@illinois.gov if the DoIT Services fulfillment team / technician does not respond or make an onsite visit by the projected ETA for completion.
  8. If no response, the ITSD Manager escalates to the next level of DoIT Management.

Contact Information - Escalations and Complaints

​IT Service Processing Manager
​IT Service Desk Manager
​Chief Customer Officer
Jill Pence (Service Requests)
Jill.Pence@illinois.gov

(O): 217-557-8000

Liz McComb
Liz.Mccomb@illinois.gov
(O): 217-782-1490
(C): 217-685-9898

Beth Pruitt
Beth.Pruitt@illinois.gov 
(O): 217-558-7129
(C): 217-993-1441