Service Quality

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

March 5, 2020

The cellular team of Andrea Capelli and Kim Mastroianni, along with intern Katherine Simonetti, undertook a winter project to recoup savings by reviewing cellular devices through our top two providers–Verizon and AT&T. After identifying a total of 3,425 mobile devices, they aimed to review which devices were not being used, and whether these could be cancelled. Mobile devices reach non-usage status when the device shows zero activity for a monthly billing cycle. In-scope mobile devices included those devices reflecting a cellular non-usage status for three or more months.

February 20, 2020

In an effort to better understand the number of non-managed workstations within ITS, Interns Hannah Providence and Shaye Manton conducted analysis from December through February. Through their good work, important data was collected, including insights into equipment providers and warranty data, that will support a streamlined approach to asset management.

February 20, 2020

The Secure Travel Device Loaner service allows faculty and staff to bring only the bare essentials when traveling. This is especially valuable when traveling to parts of the world where data theft is common. There also may be confidential trips where Yale faculty and staff need to maintain anonymity.

February 20, 2020

Once a year, the Service Management team upgrades ServiceNow to the latest version. Testing the new platform consumes a large part of the team’s resources. To reduce the time it takes to complete the upgrade, the Service Management team turned to the Quality Assurance team for help. Together, Quality Assurance and Service Management joined forces to automate 60 of the 114 test cases for the incident management function on the ServiceNow Platform. On average, the manual testing process took three weeks.

February 6, 2020

Jo-Ann DziubaWhat is the recipe for excellent customer service? The ingredient list includes great problem-solving abilities, a friendly attitude, empathy towards others, service expertise, clear communication skills, and unflappability. When you mix all those together, you get Jo-Ann Dziuba, Sr. Telecommunications Specialist, with ITS Telecommunications.

February 6, 2020

The multi-year Enterprise Monitoring project is in fullflight and is introducing several new acronyms to its project participants. Real User Monitoring (RUM), Application Performance Monitoring (APM), Infrastructure Performance Monitoring (IPM), and Digital Experience Monitoring (DEM) are just a few of the areas within the monitoring space that the team is focusing on.

January 6, 2020

Turn on the news and chances are good you have heard about the latest cyber-attack or, in other words, digital attacks to steal your money or other valuable, personal information. Those attacks can extend to your life at Yale, too. Criminals are eager to access and exploit Yale data and information. As cybercrime grows in frequency and sophistication, from phishing emails to ransomware, Yale’s Information Security Office is taking proactive steps to prevent cyberattacks through a multi-tiered approach.

February 6, 2020

From an early age, we were taught red meant stop, freeze, bad:

  • The teacher’s dreaded red marks on our paper
  • Error messages in red font stopping us from proceeding with an activity on the computer
  • Red lights on a police car warning us of danger

We instinctively avoid all things red, but red often indicates there is something which needs our attention. When we take a step back to reassess our path forward, we can objectively view our efforts and determine where to course correct.

February 6, 2020

The Leadership Team met on January 29 to discuss the following projects and updates: 

Progress Made on CCI Goal and Opportunities to Get Involved

Debra Houle shared three updates related to the Climate, Culture, and Inclusion (CCI) task force’s goal of “ensur[ing] fairness of opportunity”:

January 23, 2020

The Schwarzman Center, which opens in September, has chosen several IT systems to support its events and calendaring solutions, including a new solution—Eventbrite.

The Center will use two centrally-supported services, including the Events Management System (EMS) for room reservations and Bedework for event promotion. It will also pilot Eventbrite for free events registration. The decision to use Eventbrite was reached after conducting third party vendor interviews, community-wide Yale surveys, and industry research.