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Administrative procedure #15 : Office of Information Technology (OITS) Service Request Methodology

• Section 15.1 Purpose
• Section 15.2 Definitions
• Section 15.3 Request for Office of Information Technology Services (OITS) / Projects (CFS 822)
• Section 15.4 Request for Access to Information Technology Systems
• Section 15.6 Request to Move Information Technology Equipment
• Section 15.7 Request for New Information Technology Hardware or Software

ADMINISTRATIVE PROCEDURE #15

OFFICE OF INFORMATION TECHNOLOGY SERVICES (OITS)

SERVICE REQUEST METHODOLOGY

Section 15.1 Purpose

The purpose of this administrative procedure is to provide a standard process to be used by the staff of the Department of Children and Family Services (DCFS) when requesting services from the Office of Information Technology Services (OITS). This procedure should be followed when requesting all types of services relating to electronic information technology (IT) such as new projects, system maintenance, system enhancements, hardware, software, access to systems, technology training, and consulting services.

New project, system maintenance, system enhancement, and consulting services requests should all be submitted using the OITS Request for Services form CFS 822, DCFS/Office of Information Technology Request for Services form. All other requests, such as problem resolution, equipment moves, equipment maintenance, and equipment repairs should be requested by calling the DCFS/SACWIS Consolidated Service Desk (Help Desk). Security requests, such as access to systems (i.e. SACWIS, PACIS, CYCIS, and etc.) should be submitted to the Security Administrator at Security Admin mailbox.

This administrative procedure provides:

· Guidelines for requesting services from OITS

· Effective evaluation of requests for services

· Approval of requests in accordance with State of Illinois initiatives, DCFS initiatives and OITS initiatives and OITS resources

· Fair and equitable access to OITS resources

This administrative procedure does not provide:

· Guidelines for requesting services from OITS by Purchase of Service (POS) agencies