This section is for all staff within ITS-supported agencies.
ITS Customer Service
ITS uses ServiceNow for its IT service management platform. Users can submit tickets for technical assistance, purchasing requests, employee onboarding and offboarding, and more.
The ITS Service Desk is available Monday through Friday from 7am to 6pm MT with on-call services available for emergencies. There are three ways to contact the Service Desk:
- Visit ServiceDesk.Idaho.gov
- Call 208-605-4000, option 1
- Email ServiceDesk@its.idaho.gov
Pro tip: If you are locked out of your account, ITS recommends calling the Service Desk at 208-605-4000, opt. 1.
Agency Liaisons
Your agency leadership will designate a point of contact to coordinate services with ITS, request IT project-related assistance, and assist with troubleshooting escalated technical issues. For any questions about processes specific to your agency, please coordinate with your agency liaison.
ITS Quick Reference Guide
Frequently Asked Questions
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- Incident = Use this category when something is broken
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- Service Request = Use this category when you have a general request or issue
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- System Access Request (SAR) = Managers, supervisors, and other personnel designated by the agency use this category for new employee accounts (emails, phones), employee separations, or access changes
- Our website is down = New Incident
- My printer is broken = New Incident
- My network drive will not connect = New Incident
- I need to update software = Service Request
- I need software installed = Software Install
- I need to buy something = Procurement Request
- I need onsite support = Schedule Onsite Service
- I am hiring a new employee = System Access Request (SAR)
