Service Quality

Browse recent articles that relate to one of three organizational priorities established by Information Technology at Yale.

April 15, 2021

Let’s face it—sometimes it is hard to see the forest for the trees. Some may feel this way when they are reviewing IT standards. It might feel a bit confusing, like being lost in the forest.

That feeling is a clear sign that it is time to zoom out and see the big picture. Once you understand the standards as a whole, you can better understand how they apply to your work. 

April 15, 2021

Over the last several months, Service Management performed the FY21 Incident Process review. We introduced several tool enhancements. Expect to see many more as we move the Incident Process into a state of continuous improvement. Additionally, the review produced a new common incident process. Today (April 15, 2021), that new process (login required) takes effect.

April 1, 2021

ITS took another critical step to actively reduce vulnerable software that puts the University at increased risk for potential cyber-attacks.

We recently completed a project to remove Java Runtime Environment (JRE) software from Windows devices that do not require it. As of March 2021, over 8,200 devices had JRE successfully removed, and the process continues.

March 18, 2021

Yale’s museums are amongst the oldest and largest university museums globally, with a mission to advance academic scholarship at Yale and beyond. The museums have close to two million digitized objects that make up their collections. Ensuring that these images are available via the web is a big part of exposing their collections to our community and the world.

March 4, 2021

Have you encountered a surprise software bug or unexpected downtime of an application? Have you ever wished for help proactively identifying issues before they bubble up and cause problems? The ITS Quality Assurance (QA) & Testing team is here to help with incorporating QA Testing into your process.

March 4, 2021

The IT Leadership Team met on March 4 and discussed the following topics:

March 4, 2021

While many of us don’t think about how data travels across the Yale network, one team focuses on making sure it does. The Wired Infrastructure team manages over 10,000 miles of cable connecting over 350 buildings and 1300 closets through Yale’s Fiber Backbone.

The Fiber Backbone consists of a series of fiber optic cables that spiderweb across the campus. These cables serve hundreds of buildings via main distribution centers, underground tunnels, conduits, and closets in our buildings, ultimately reaching our desks or connecting us to WiFi.

March 4, 2021

The Service Management team has been busy developing new tools to help you get your work done. These include a new system status subscription service and enhanced functionality for requests.

System Status Subscription Service

You can now say up to date on planned and unplanned outages with our newly implemented system status subscription service. While on the IT at Yale system status page, you can elect to receive emailed status updates each time there is a change in status.

February 18, 2021

Documenting and meeting expectations is key to providing reliable services to the community. Through a Service Level Agreement (SLA), a user can view what to expect when using a service.  An SLAs also defines the responsibilities of the user of the service. This year, a balanced scorecard initiative is to define and establish an IT service ownership model that drives commitment and accountability through documented Service Level agreements (SLAs) and service ownership training.

February 4, 2021

What comes to mind when you think of your managed workstation? We often hear “managed workstations are terrible,” “managed workstations are so locked down, I can’t do my job,” or “my managed workstation is too slow.” Yale’s Endpoint Engineering team has taken these sentiments to heart and has made great strides in improving how we approach managing workstations.