ITS Technical Services Transition to Wipro Complete
Monday, February 18, 2013
The transition of select ITS Technical Services to Wipro, which began in a phased approach in October 2012, is now complete. CHI’s Service Desk/ITS Help Desk, Desktop/End User Computing, Network and Data Centers are now managed by Wipro.
This transition immediately affects KentuckyOne Health employees in central/eastern Kentucky. KentuckyOne employees in the Louisville area will gradually transition from Dell to Wipro for ITS technical services through the end of May or early June 2013.
KentuckyOne employees in central/eastern Kentucky (former SJHS):
Because of the magnitude of this transition, the next few weeks could be a “bumpy road.” Even though a tremendous effort has taken place documenting our services and to transfer knowledge, there will be challenges. End users, including physicians, have shared language barriers and longer than average wait times – Wipro and CHI are aware of them and they are addressing them as quickly as possible.
Please continue to escalate ITS Help Desk concerns by asking for a supervisor. Local ITS site managers and directors are also actively engaged in resolving any issues and addressing any escalations, please contact them as needed.
We expect that the road will “smooth out” quickly and that end users will see the benefits of our transition in the near future – those benefits include improvements in response time, more proactive monitoring and support and an overall increase in the level of service provided by ITS Technical Services. Wipro will be implementing customer satisfaction surveys and closely monitoring end user feedback. Please watch for opportunities to share your experiences.
Information about ITS Help Desk improvements and process changes will be shared in the near future. Thank you for your support while we work through this transition.
Need IT Help?
- Continue calling the ITS Help Desk 24x7x365 using your local extension or at 866.236.0441
to submit a ticket.
- Use CHI Password at CHIPassword.CatholicHealth.net or call 866.236.0441 Option 2 then 1 to reset your network logon password for Inside CHI, Standard Time and Attendance, Webmail or CHI Connect. (Remember that a one-time online registration is required for CHI Password.)
KentuckyOne employees in the Louisville area (former JHSMH):
KentuckyOne's Louisville-area facilities will gradually transition from Dell to Wipro for ITS technical services through the end of May or early June 2013. At this time there will not be changes to the current JHSMH Help Desk phone number or processes. Meditech support currently provided through Dell will be transitioned to the CHI Meditech support team during this same time frame and user provisioning will be transitioned to Wipro; information will be shared as appropriate.