Ordering Information Technology Services

Support

 

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

Need DoIT?

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

IT Service Requests

Agency appointed IT Coordinators should use Remedy On Demand (ROD) "My IT' to submit all IT service requests. ROD "My IT" replaces the IT Service Modification Addendum, Enterprise Service Request, Mainframe Security and the Network Printer service forms.

Login into My IT:


How do I know if I am a "Managed" or "Illinois.gov" user?

Click here to view a listing Managed and Illinois.gov agencies, boards and commissions.

Incident Escalations

Once the help desk receives a request for an escalation, the ticket is flagged in Remedy and the tech and group manager are contacted to let them know of the request.

End User or LAN/IT Coordinator

This is the process that should be followed by a LAN/IT Coordinator or End User to follow up on the status of or request an escalation of an existing help desk ticket.


Send email to doit.helpdesk@illinois.gov
Flag email as high priority (!)
Subject:  Escalation Request - HD Ticket #

Agency CIO, their Designee or other VIP

This is the process that should be followed by an Agency CIO, their designee or other VIP to inquire about the status or request the escalation of an existing help desk ticket.

1. Send email to doit.helpdesk@illinois.gov
    Flag email as high priority (!)
    Subject:  Escalation Request – HD Ticket #
    cc: Agency Relations representative
    If no response within 30 minutes, proceed to Option 2

2. Call ITSD Management

Monica Houston
IT Service Desk Supervisor
monica.a.houston@illinois.gov
217-524-4623 (o)
217-725-4818 (c)

Liz McComb
IT Service Desk Manager
liz.mccomb@illinois.gov
217-782-1490 (o)
217-685-9898 (c)

Amy Gentry
Chief Customer Officer
amy.e.gentry@illinois.gov 
217-782-0781 (o)
217-720-3857 (c)

If unable to reach anyone from Step 2, proceed to Option 3

3. Call  your Agency Relations representative (with a ticket number) - who will document the call and notify a help desk manager for further investigation.

Complaints

Contact ITSD Management via email or phone call – include as much information about the issue as possible – date/time, names, ticket numbers, etc.

Monica Houston
IT Service Desk Supervisor
monica.a.houston@illinois.gov
217-524-4623 (o)
217-725-4818 (c)

Liz McComb
IT Service Desk Manager
liz.mccomb@illinois.gov
217-782-1490 (o)
217-685-9898 (c)

Amy Gentry
Chief Customer Officer
deb.harvey@illinois.gov
217-782-0781 (o)
217-720-3857 (c)