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).

Need DoIT?

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

IT Service Requests

Agency appointed Agency Technology Service Requesters (ATSR's) 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.

Escalation Process

Service Request

 

  1. An Agency Business Representative 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. The email should contain supporting documentation for escalation.
  2. Send email to:
    1. Flag email as high priority (!)
    2. Subject: Escalation Request – REQ Ticket #
  3. Provide the Remedy Service Request number (if  known).
  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 team / technician to notify them of the escalation.
  7. The assigned DoIT Services team / technician contacts the customer with an update and an estimated time of completion.
  8. The Business Representative may follow-up with the IT Service Processing Manager or email DoIT.ESR.AllAgencies@illinois.gov if the DoIT Services 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 End User 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. Flag email as high priority (!)
    2. Subject: Escalation Request – REQ Ticket #
  3. Provide the Remedy Incident number (if  known).
  4. The ITSD team creates a work log entry including the provided information.
  5. The ITSD team contacts the DoIT Services team / technician to notify them of the escalation.
  6. The assigned DoIT Services team / technician contacts the Customer with an update and an estimated time of completion.
  7. The Agency End User may follow-up with the ITSD Manager or email DoIT.Helpdesk@illinois.gov if the DoIT Services 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 (Service Requests)
Jill Pence
Jill.Pence@illinois.gov
O: 217-557-8000

IT Help Desk Supervisor (Incidents)
Monica Houston
Monica.Houston@illinois.gov
O: 217.524.4623
C: 217.725.4818

Liz McComb
IT Service Desk Manager
Liz.Mccomb@illinois.gov
O: 217-782-1490
C: 217-685-9898

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