Introducing the new two-click service catalog

June 25, 2020

How many clicks does it take you to find a service on the IT website? Do you know about all the IT services available to you? What about services targeted to the faculty, students, and staff you support?

A few months ago, ITS launched a project to improve the IT Service catalog with one goal in mind: Improve the customer experience when searching for IT services. The focus was on getting individuals to the services they need faster and with less confusion. Focusing on the landing page of the IT service catalog, the team kept a few objectives in mind:

  • Reduce the number of clicks to find information about each service
  • Provide filters which help individuals locate services which meet their needs
  • Facilitate browsing of services to help individuals discover the breadth of IT services available

The new IT service catalog landing page provides options to view the entire catalog in one view, or to narrow the view by either category or alphabetically. Additionally, the catalog can now be filtered by role, enabling individuals to get a list of services targeted to their needs. A keyword search, configured to provide real-type updates as someone types, provides additional filtering functionality. The team believes this landing page will provide an improved experience to the Yale community seeking to find more information about IT services.

These improvements to the IT website were identified in the IT Balanced Scorecard as key goals for FY20. The new catalog launches tomorrow evening, June 25. Please share any feedback to the Service Management team.

Service Quality