Service Quality

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

April 14, 2022

Summary

The Yale Information Technology Services (ITS) Fit for Purpose Computing team is happy to announce that the virtual computing platform, MyApps at Yale, is now available as a pilot program to staff using Apple computers.

April 14, 2022

In ServiceNow, groups control access to the ServiceNow system and individual assignment groups or teams. Members of these assignment groups are responsible for processing tickets assigned to that team. You can use our Group Management form to submit requests for changes to group membership. This form was routing approval requests to the ServiceNow Development and Support team. Beginning on Friday, April 22, the form will send approval requests to the respective group manager and queue managers, thereby aligning the approvals with individuals better able to make access decisions.

March 10, 2022

Approvals can be set up in ServiceNow to require authorization before work is done. Currently, approvals are set up to perform high and medium risk changes, publish knowledge articles, and to fulfill various service requests. In order to ensure timely approvals, the ServiceNow Development and Support team has implemented approval reminders, which will be sent at the 7-day and 14-day mark. Overdue approvals cause delays in delivering services which in turn causes client dissatisfaction. Let’s all do our part to ensure timely delivery of our services.

March 10, 2022

Yale faculty, students, and staff have access to an annual, renewable subscription to the Adobe Creative Cloud suite of applications. This includes well know graphical software such as Photoshop and InDesign, office productivity software such as Acrobat DC, and a growing list of mobile device and web-based tools.

March 10, 2022

The IT Leadership Team met on February 23, and provided leaders with an update on the IT Job Family Redesign Project, expanding on last month’s discussion. Sarah Beardsley also engaged the group in discussion around improving the Major Incident Process.

March 10, 2022

Summary

Yale ITS and the Office of Public Affairs & Communications (OPAC) are progressing with the transition of YaleSites, Yale’s web-publishing service, to an upgraded version that reflects Yale’s usability, accessibility, and visual identity standards. It will improve the authoring experience and provide the tools necessary to create engaging web content.

February 10, 2022

Join the New Year, New You campaign to build your cyber-fitness. Get your cyber skills in shape and keep your personal information safe. Start your workout today with three simple actions:

February 10, 2022

The Academic Record, a MOD PL/SQL web application using Oracle Reports run by many academic administrative departments on campus as a form of unofficial transcript and advisory tool for over 15 years has been retired and replaced by reporting tools Degree Audit and Jaspersoft. This furthers our team’s goals to reduce technical debt, chiefly Oracle Reports, and provide our functional owners and users with modern, innovative technology that better meets their needs.

February 10, 2022

Filing taxes can be complicated, time-consuming, and stressful. The same can be said for preparing tax documents for nearly 20,000 students, which Yale does annually in January.

This year Yale ITS and Accounts Receivable (AR) worked together within a very short time-frame to move the 1098T web display for students out of Banner Student Self-Service and the print and mailing to YalePay. This is familiar technology to students and their designees since they already used YalePay to view account statements and pay bills.

February 10, 2022

The Workday interface will soon include Workday Assistant, a virtual chatbot that uses natural language processing to provide quick access to a wide range of commonly sought actions.

Workday Assistant is one of several features of a more extensive update called Workday Today that has been in pilot mode for several months. While implementation of the other new enhancements - a new homepage and search feature - have been postponed until fall, Workday Assistant is on track to benefit the community beginning in mid-March.

Pages