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FAQs

Technology Services FAQs

What is the VITA service portal?

The new VITA service portal provides a user-friendly web-based portal for agency employees to easily request help or a new IT service or IT-related item. You can search the knowledge base (a collection of articles) to see if there is a known solution to your issue, you can submit a ticket to have your issue fixed, check on the real-time status of your ticket and update the information if needed, or you can submit feedback. The requests submitted via the portal are automated and go directly to the designated IT team.

Which internet browsers does the service portal support?

It supports all major browsers: Mozilla Firefox, Internet Explorer and Google Chrome.

Do I need to download the new VITA service portal?

You do not need to download the new VITA service portal. The VITA service portal is accessible from a web browser. 

How do I enter a self-service ticket?

Log in to the service portal (https://vccc.vita.virginia.gov/vita). Click on the "Report a Problem" icon. Complete the self-service form.

What is the service catalog?

The service catalog is an online listing of IT services and products that VITA offers its customers. Authorized users can go to the service catalog to request a new IT service or product.

Will I still be able to access the work request management (WRM) database?

The WRM database is no longer available. All open work requests were migrated from WRM to Keystone Edge, VITA's request management-and-fulfillment system.

How do I submit a request in the catalog?

Go to the service portal and click "Order Something." Then select your request and fill out the associated form. Each request item has a different form. Depending on the item requested, the form will be routed to the appropriate reviewers.

How do I submit a request if it does not appear on the catalog?

First, search the catalog to be sure the service or product is not currently in the catalog. If the item being requested is not listed, then and only then, utilize the "General Service Request" form to submit the request.

What should I know about the service portal and catalog?

The new VITA service catalog includes VITA services found in the previous catalog, plus some new additions. Users are encouraged to browse through the catalog to become familiar with the categories and listings. You may also search for catalog items using the "Search Service Catalog" bar. In many cases, service-specific automated forms have been provided to make it easier to place a service request.

Please follow your agency’s internal process for requesting and obtaining agency approvals for ordering catalog IT services from VITA prior to submitting your service request in the service catalog. (Catalog requests should not be entered into eVA). After the service request has been submitted in the service catalog it will be sent to your agency information technology resource (AITR) or information security officer (ISO), for their approval. Approved orders will be processed in the service portal and sent to VITA for review and fulfillment.

Links are also provided in the upper left bar of the main catalog page for items that will continue to be ordered outside of the VITA service catalog. These include TEBS telecommunications services, eVA items and items ordered directly from statewide contracts.

Which agency employees can order equipment?

Currently, our new catalog mirrors the previous catalog in that any employee may request services, including equipment. Agency staff should follow their agency's internal process for requesting and obtaining agency approvals for ordering services from VITA prior to submitting a service request in the service catalog. The catalog workflow requires the AITR's approval (or, in some cases, the ISO's approval) prior to transmitting any order to VITA for review and fulfillment.

Have approval flows been added to the service catalog?

Yes. Currently all catalog requests route to either the AITR, or in some cases the information security officer (ISO), for approvals. VITA is adding additional, agency-specific approval workflows for those agencies needing them.

Does a user have the option to add someone to an approval flow?

Users are not able to add approvers to their request. However, they can add a reference note to the item and request the VCCC to manually add an individual to the approval flow.

Can we continue using eVA?

Many items that were previously ordered through the eVA procurement system are now provided by one or more of VITA's primary suppliers. These include, for example, desktop, laptop and tablet personal computing (PC) devices, printers, copiers, RSA tokens, SSL certificates and PowerPath. These have been added to the VITA service catalog and should be ordered via a service request, not through eVA. (Note that computer accessories and desktop peripherals that do not come bundled with a PC should still be ordered in eVA). We recommend agencies first check the catalog to see if the item is available there and order from the VITA service catalog when possible. If items are not offered in the service catalog, then, please use eVA.

How can we create agency "bundles"?

Agencies can reach out to their business relationship managers (BRM) to create bundles of services/products commonly ordered together, that can be added to the VITA service catalog for their entire agency, making it easy to order the same items again in the future. Individual users can create their own bundles by placing all items they would like to include in the bundle in their shopping carts, then clicking the button to "save bundle" before they submit it for order.

Can I still call or email the VITA Customer Care Center (VCCC)?

Yes, you can always call (866) 637-8482 to report an outage* or request service or email the VCCC at vccc@vita.virginia.gov.

*Please note: Email should not be used to report critical issues or outages impacting an agency. To report a critical issue, please call the VCCC directly.

How do I access the service portal?

Access the service portal by navigating to https://vccc.vita.virginia.gov/vita. You will be logged in automatically using your Commonwealth of Virginia (COV) account credentials.

In my agency, we have multiple designated AITRs. Which one is the AITR approver?

The agency IT resource (AITR) approver will be the individual in the agency who has the designated AITR role. To confirm who this individual is, please ask your customer account manager (CAM) or business relationship manager (BRM). View the CAMs and Other VITA Contacts page. If an agency wishes to have multiple people with the AITR approver role – individuals can be added to the AITR approval list on a per agency basis, by request.