What is IT Service Management?

Here are some common questions asked about EITS version of ITSM (HEAT).

 

  • Question: Who will have access to ITSM?
  • Answer: As of right now Only State Employees will be allowed access.
  • Question: Who else can see my requests/tickets within ITSM?
  • Answer: We only allow you to see your requests/tickets. ***There is an IT View Mode currently being worked on. Your Department/Division's IT will be able to see requests submitted by you.***
  • Question: How much does it cost to submit/login to ITSM?
  • Answer: Just like our forms, there isn't a cost to submit something to EITS or login to ITSM.
  • Question: What version of ITSM is EITS running?
  • Answer: Current Version is 2018.3.1, with every update that Ivanti (Vendor) provides. EITS will test the update in a test environment. Once testing has concluded with no major issues the update is then applied to Production.
  • Question: Is ITSM secure?
  • Answer: It lives behind the state network, while it is currently accessible to the outside world. It requires an active account within the system to login. In short it is secure but just like with everything in Life, nothing is perfect.
  • Question: What is IT View Mode?
  • Answer: This is a custom built View Only mode that is in its early testing phase, as of right now only ITSM Administrators can use this mode and a select few EITS Help Desk staff. In the future it is planned to allow Department/Divison IT to see all of their Incidents and Service Requests submitted to EITS. ***Please note this is an early concept and may not be fully implemented if issues arise or it causes logging issues within the system.***
  • Question: I noticed a majority of your forms say "support will be discontinued on 12/31/19"; why is that?
  • Answer: This is so we are only updating forms in one centeral location.
  • Question: This ITSM site, will I have to have a separate login for it?
  • Answer: If you are not a child of state.nv.us then you will use the first part of your email address to login with your email password.
  • Question: I have no idea what child of state.nv.us means, how do I find out?
  • Answer: Talk to your IT Help Desk, they will know more!
  • Question: EITS HD is my help desk!
  • Answer: You are not a child of state.nv.us
  • Question: Access to ITSM is restricted to State Employees, why?
  • Answer: This is due to usage concerns as our external user base is smaller compared to state employees. ***State Approved Contractors will not be granted access at this time.***
  • Question: I have more questions regarding this ITSM; who should I ask about this site?
  • Answer: Email heatadmins@admin.nv.gov and we will address your questions in the order we recieve.
  • Question: I would like training on this new site. 
  • Answer: If 5 or more people request training for ITSM; the ITSM Administrators will setup a class. You will then be notifed of a date and time for the class; on average the class runs 2 hours and 45 minutes. Classes are typically scheduled for 4 hours to allow for questions and concerns.

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