Service Quality

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

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?

May 28, 2020
In February, we spoke of multiple functional stakeholders reviewing a ‘To Be’ process flow focused on the elimination of the Graduate Student Payment System (GSPS) by optimizing the use of Yale’s Student, Financial Aid, HR, and Finance ERP systems. Creating the Proof of Concept (POC) for the proposed solution has been underway since that time. By considering other institutions’ solutions, a Workday capability (External Student) that exists but has not yet been implemented, and a creative use of Banner Financial Aid, the POC process flows are beginning to take shape.
May 14, 2020

Over the winter, the Operational Excellence (OE) team piloted the new Business Process Improvement (BPI) service. Chris Farmer and Joe Lott developed and refined repeatable processes, created a BPI toolkit, and practiced elicitation, documentation, and analysis of current processes. The methodology used consists of understanding the organizational context for the process, defining and analyzing current state, identifying opportunities for improvement, developing future state with improved processes, and creating measures as well as an action plan for implementation of the future state.

April 30, 2020

As a part of continual service improvement, Service Management will create a data certification process for service offering managers to validate and populate data in the IT Service Catalog.

April 30, 2020

The Yale Animal Resources Center (YARC) is Yale’s comprehensive source for laboratory animals, responsible for managing operations and safety of all on-campus animal lab personnel supporting Yale’s critical research. As new social distance safety guidelines emerged in response to the pandemic, YARC turned to IT for help to address a new need.

April 16, 2020

On Friday, March 13, each member of the Student and Academic Support Systems (SASS) team along with others in IT signed a remote work agreement without fully knowing if the department’s operations would be impacted by the transition to remote work that would begin on March 16. The team was ready and willing to hold each other accountable, go the extra mile, and maintain the high level of quality we are accustomed to, but to have the entirety of the team work remotely was uncharted territory.

April 16, 2020

Bob Haig provides Help Desk support from his home Bob Haig provides Help Desk support from his home

April 2, 2020

The Leadership Team met on March 25 to discuss the following projects and updates.

Recognizing Outstanding Work
Paul Rivers started the meeting by asking Leaders to acknowledge the incredible work that has taken place, particularly over the last few weeks to prepare the campus for remote learning, teaching, and working. Kudos were given to the entire IT organization for their Service Quality as well as their patience, energy, and enthusiasm.

March 5, 2020

Network Time Protocol (NTP) allows distributed systems to maintain accurate time against national standards. Accurate time is necessary for consistent log data across our distributed infrastructure. Adherence to this standard enables Yale to further harden security through event correlation, improve service performance through enterprise monitoring, and meet regulatory requirements through forensics.

March 5, 2020

The Leadership Team met on February 25 to discuss the following projects and updates:

Reflections on the PMO Concierge Model

Michael van Emmenes and NiCole Schlagheck provided insight into a new Portfolio Management Office (PMO) Concierge Model which connects pillars, SLT support staff, pillar chairs, pillar points of contact (POC) and Project Management Office (PMO) POCs for enhanced communication and project delivery. The model has begun to enhance partnerships across Enterprise Applications and is cascading to all ITS areas, to clarify how to navigate PMO processes.