ITSO Service Request

ITSO Service Request

When is an ITSO Service Request needed?

Departments should submit a Service Request email to itso-servicerqst@purdue.edu when they have a new departmental project that requires ITaP Infrastructure support in the following areas: Oracle and SQL Server database administration, Application Hosting (Windows, UNIX/Linux), Web Hosting, SharePoint Sites, Messaging, Co-location, Departmental File Services and Printer Queues. The ITSO Service Request email should contain the detailed information about the service being requested.

What happens after the ITSO Service Request email submitted?

All Requests for Service will generate a Remedy Help Desk Request assigned to the ITSO Service Manager. The requests will be assessed and a service representative will contact the requestor within 24hrs of ticket receipt. The Service Manager will assign an individual to work with you on your request. Initial discussions, via telephone or in person, may occur in order to get your project off the ground. This individual will be your ITSO Technical Point of Contact (POC) throughout the life of the request.

How will I know the status of my request?

All Customers will receive an email from the Remedy system with a description of the ticket and a web-link where they can track the ticket activity. During the progression of the request, the customer can acquire additional information from the assigned ITSO Technical POC.