Name: One IT Service Portal: Enhancing Access to IT Services through a Unified, Persona-Driven Experience
Start: 2025-03-19T14:15:00-0400
End: 2025-03-19T15:00:00-0400

Add sessions to your personal schedule to register your attendance (Check-In).

Wednesday March 19, 2025 2:15pm - 3:00pm EDT

2420 Betts Classroom

The One IT Service Portal initiative seeks to transform how the Yale community interacts with IT services by creating a seamless, user-centric platform. By identifying key personas and mapping their service journeys, we aim to improve the taxonomy and user navigation experience, ensuring that faculty, staff, and students can easily find, understand, and request IT services. This foundational version of the portal will serve as an iterative platform, evolving based on user feedback and technological advancements. With collaboration across Central IT and various school and IT teams, this initiative will enhance efficiency, transparency, and accessibility, ultimately streamlining engagement with essential IT resources.
What We Will Present:

First Look at the One IT Service Portal – A demonstration of the platform’s interface, navigation, and key features.
Supporting IT Clients – How the portal simplifies service discovery, request submission, and tracking for users across Yale.
Empowering Service Owners – Tools and structures within the portal that help service teams manage offerings, improve visibility, and refine user engagement.
Key Personas: How We Designed Them – Our approach to defining personas, including research methods, stakeholder input, and insights that shaped the user experience.
Next Steps & Evolution – Our iterative approach to refining and expanding the portal based on user feedback and technological advancements.

This session provides an opportunity for stakeholders to see the portal in action and contribute insights that will shape its future development.

Speakers

Select ticket

Uniting Perspectives: Shared Vision

Ray McKeon

Glenn Hasiotis

Christina Lago

Uniting Perspectives: Shared Vision

Ray McKeon

Glenn Hasiotis

Christina Lago

Log in to save this to your schedule, view media, leave feedback and see who's attending!