New & improved IT services website coming this summer

January 25, 2018

Planned for release at the beginning of the new fiscal year, all Yale ITS services and related information will be presented through a newly designed interface built on the latest version of ServiceNow (Jakarta).

Yale ITS web, client support, and service management teams are working collaboratively with the department of Internal Communications to review over a thousand web pages and documents currently hosted on the ITS website. Content is being reviewed for technical accuracy and grammatical consistency. Many documents will be converted from PDF, Word, or PowerPoint formats into public facing knowledge base articles in ServiceNow.

Improvements will include:

  • Content optimization to facilitate search.
  • New public-facing how-to content to improve support and self-service.
  • Consistency in language, format, and style across services to create a uniform experience.

If you are a Service Owner or Service Offering Manager, a member of the project team will reach out to you in the near future to verify technical information about your service. Additionally, if you require an immediate change to the current website, please provide updated copy or desired change via a ServiceNow ticket assigned to the ‘Internal Communications’ assignment group. You may include the updated information directly in the ticket body or attach a Word document.