Clients from UIC can reach us at (312) 996-4806.
Clients from UIS and Urbana can call (217) 333-3102.
You can also email us at servicedeskaits@uillinois.edu. E-mailing this address will generate a ticket and you will receive an automated response with a ticket number for reference on any follow-up.
What is ITIL?
Information Technology Infrastructure Library (ITIL) is a set of practices for service management that allows IT services to be aligned with business needs. ITIL is designed as a set of best practices used to support Information Technology Service Management (ITSM). This idea is to use this protocol to improve efficiency while maintaining agreed upon service levels. In SDM, ITIL consists of the following objects: Requests, Incidents, Problems, and Change Orders. In their simplest definitions, Requests are used to provide service to individuals requesting access or individual issues, Incidents are used to support wide spread break/fix issues, and Problems are used to track long term or high resource issues with long timelines. Change Orders are used to provide documentation of upcoming changes to services or assets. SDM utilizes all four of these objects to provide a framework for ITIL customer support.
How do I get access to the SDM tool?
To gain access to Service Desk as an analyst, contact the AITS Service Desk:
You can call the AITS Service Desk at:
217-333-3102 (from Urbana-Champaign or Springfield) or 312-996-4806 (from Chicago)
You can also email the AITS Service Desk at: servicedeskaits@uillinois.edu