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CFAES IT Services strive to provide quality and efficient IT services to our faculty, staff, students and customers.  This includes support for desktops, classrooms and research.

 

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IT4U and Self Service updates coming December

Within the next month, there will be updates to the IT Service Desk phone number and the Self Service site to help streamline support using one system. You can receive support from the IT Service Desk 24/7 through both methods.

24/7 support via 614-514-IT4U (4848)

Beginning December 10, you can call 614-514-IT4U at any time to receive IT support. If it is outside of office hours, your call will be answered by IT Service Desk staff who can assist with many core and common issues directly over the phone. They can also escalate more specialized, unique, or complex issues to one of the on-site support staff for follow-up and resolution.

24/7 support via the Self Service site

On December 28, the CFAES Help Desk website (ithelpdesk.cfaes.ohio-state.edu) you use to request general IT support and order certain services will begin redirecting to the OCIO Self Service site go.osu.edu/IT. You are likely familiar with using the OCIO Self Service site as a way to request help with certain services like email and password resets. You will now be able to use this site to submit tickets, request purchases, and order services for any IT issues.  

Faculty and staff should begin using go.osu.edu/IT to submit tickets for issues and order services on December 28. This allows both you and the IT Service Desk team to track your ticket, communicate with each other through one system, and help resolve issues in an efficient manner. Whether you submit your own ticket/request or they submit one on your behalf, you will begin receiving a series of email notifications from IT Service Desk – Office of the Chief Information Officer (itservicedesk@osu.edu). This will include notifications when:

  • The ticket/request is submitted.

  • Work begins.

  • Work is completed.

These notifications will include information about your ticket/request and will include a reference number beginning with either INC or RITM which can be used to identify your request.

For additional information on how to use go.osu.edu/IT to submit a ticket or order services, including training modules and quick tips, visit the IT Transformation website at it.osu.edu/cfaes.

If you have any questions, please contact the IT Service Desk at 614-514-IT4U.

 

Thank you,

IT Service Desk

 

Purchasing IT-related Items FAQ

Purchasing IT-related Items - Updated 10/31/18

As the transition of IT services and support occurs, we will be rolling out new processes and procedures for the various ways you receive IT support. This update highlights one of those ways – how you purchase IT equipment. Please note that how you receive help desk support has not changed; continue to request IT help as usual, until you receive specific instructions otherwise.

Since the announcement of the partnership between the college and the Office of the Chief Information Officer (OCIO), we have received some excellent questions from faculty and staff. One topic that continues to be raised is how to go about purchasing IT-related items including computers, software, services, or other equipment.

As part of the agreement with OCIO, existing computers will be refreshed every four years. This refresh program will kick off in a few months. In the meantime, the purchasing of new computers is for individuals who have devices that are unusable to effectively do their job or for new employees.

We are introducing a new standard process for all CFAES departments and units to follow to purchase computers and other technology equipment. This includes equipment purchased with grant funds.

If you need to purchase computers or other IT-related items, please contact the IT Service Desk. You can contact it through the following methods:

For individuals who submit eRequests, you should NOT submit an eRequest or purchase the item directly. The IT Service Desk team will work with you to determine specific requirements and find the best option. Based on the joint determination, the IT team will initiate the purchasing transaction. 

Please note that some items are NOT covered by the refresh program. Examples include iPads, software, and some services. The IT Service Desk will work with you to order these items. They will be paid for by your department/unit and billed to your chart fields.

You should still follow your internal department and unit processes and procedures for seeking approval for IT-related items. If someone in your department approves these requests before they are submitted, you should still follow that process.

We know that transition periods can sometimes be confusing. We continue to be committed to addressing any questions as soon as possible. We encourage you to reach out with questions. Please contact Mike Chakerian, Graham Cochran, or Diane Dagefoerde. You can also submit questions through the Ask a Question form at the bottom of the CFAES IT Transformation Project website at any time.