NEW IMITS SERVICE DESK FEATURES COMING TO ALL STAFF AND PHYSICIANS ON JULY 29

Beginning July 29, 2020, PHC and all other B.C. health authorities will be moving to a new provider for Service Desk and Deskside technician support. With this transition, the following changes will occur:

How to contact the Service Desk?

  • NEW: A live chat option through the new Self-Service Portal (see below) will be available as an alternative to calling​

  • NEW: Issues can also be reported through the Self-Service Portal as an alternative to emailing         

  • Service Desk phone support continues to be available 24/7 at 604-806-9333

  • Email support continues to be available through servicedesk@vch.ca

How to submit a service request?

  • NEW: Service requests will be submitted through a new Self-Service Portal, replacing the Service Catalogue

    • Links to the portal will be updated on PHC Connect and the IMITS InfoCentre on Wednesday.

    • The Self-Service Portal is only accessible from the Health Authority network, through Google Chrome or a later version of Internet Explorer (version 11)

  • NEW: A new request & issue ticket tracking system will replace the old system. Active requests and issue tickets will automatically move to the new system

    • Requests & tickets can be tracked through the Self-Service Portal, except for CST Cerner requests and issues

    •  Status updates will be emailed from BCHealth.ServiceDesk@nttdata.com

Note that CST Cerner support is not changing. Please continue to use the same process and phone numbers that you use today.

Your Patience is Appreciated

This change is a first step that will lay the foundation for future improvements. As with any major change, it will take time for IMITS and the new service provider to get used to these new tools and workflows, so please bear with us during the first few weeks. There may be some initial bumps that affect the service you receive, so we thank you in advance for your patience and understanding.

Check the IMITS Infocentre for more information, including a short reference guide and Q&A, as we transition to this new service.

This page last updated Jul 27, 2020 6:40pm PDT