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).
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.
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 firstname.lastname@example.org
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 email@example.com 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
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.
Contact ITSD Management via email or phone call – include as much information about the issue as possible – date/time, names, ticket numbers, etc.