Faculty and staff shall notify IIT as soon as they anticipate the need for IIT support. All requests for services can be initiated by either:
- Completing the appropriate form as defined below or
- Calling the Technical Service Desk (TSD) at 410-777-4357 or
- Utilizing the online Service Desk client portal: AACC.edu/servicedesk.
Service Request Process
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1. Immediately report all
technical problems to the
Technical Service Desk.
2. Facilities manages all
offices moves and Facilities
Requests.
3. Human Resources
oversees all
Accommodation Requests.
4. Access to existing
Colleague screens is
requested via CAR form.
5. Additions and changes
to Enterprise Applications
such as Ellucian is done
via the COCR and Business
Case form.
6. All standard,routine
technology requests are
made directly to the
Technical Service Desk.
7. Utilize the General Service
Request Form for all other
requests.
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The remainder of this document identifies information which is needed on the Service Request Form. All project requests should be made via the Service Request Form (SRF). This ensures an audit trail of all requests and provides the necessary information for IIT to review and assess the request.
What is needed on the Service Request Form?
- Customer Information – The customer’s name, contact information and division/department.
- Request description - a clear description of the request with any supporting documentation. Please be as specific as possible. Attach any pertinent information. Software quote and installation requests should include the title, publisher, quantity, installation requirements and proof of licensing.
- Expected Benefit/Usage – Document the business benefit to be obtained by completing the request. Also, define the impact to the business if the request is not fulfilled. This will be used within IIT to clarify the request and define the priority.
- Approvals – Approvals from an Assistant Dean or Director shall be present on all project requests. Requests without proper approvals will be returned to the customer.
Where is the Service Request Form sent?
After submitting the Service Request Form, your request will be reviewed by the Technical Service desk and assigned to the appropriate IIT area.
Will the SRF be accepted electronically?
The Service Request Form in the Technical Service Desk client portal is an electronic form. Electronic signatures from the approver will be collected via email.
IIT Process
Service Request Forms will be analyzed and assigned as follows:
- Service requests requiring a feasibility study and/or requirements analysis will be assigned to an IIT supervisor. The supervisor will work with the customer to prioritize the request in relation to outstanding requests and IIT workloads.
- Procedural requests and problems will be assigned directly to a staff member so that work can begin immediately.
Additional Support/Contact Information
1. Create a Ticket for the Technical Service Desk
Browse the Service Catalog for services offered by IIT.
If you can't find what you're looking for, use the options below:
- Select I Need Assistance / Advice with Something button on this page to request help.
- Select the Something is Broken button on this page to report a problem or system outage.
- Select the Service Request Form for service offerings not found in the Service Catalog or requests requiring a feasibility study, approvals, and/or requirements analysis by IIT.
2. Call the Technical Service Desk
Call us at 410-777-HELP (4357)
Service Desk Phone Support Hours
Monday - Thursday 7:30 am - 6:30 pm
Friday 7:30 am - 4:30 pm
Saturday 9:00 am - 1:00 pm
3. Visit the Technical Service Desk In-Person
Visit our drop-in office in the Careers Center Building, room 108.
101 College Parkway, Arnold, MD 21012
Service Desk Drop-in Hours
Monday - Friday 8:30 am - 4:30 pm