About ITS

Important Notification

Working group recommendations require authentication. Please log in to review the materials.

Information Technology Service Management

To ensure that the needs of the community are accurately represented, ITS is seeking feedback on the working groups identified goals, objectives, and strategies. These recommendations were developed by the working group and informed by the needs of the Yale community.  Please use the comment section on this page to share your thoughts or ideas with the working group.

Working Group Description

IT Service Management (ITSM) is a proven and effective framework for helping IT organizations become more adaptive, flexible, cost-effective, and service-oriented. The program will deliver this framework by implementing a set of ITIL (Information Technology Infrastructure Library) processes, mapping those processes to appropriate tools, developing a system of measurement and metrics for reporting on the health of services and processes, leveraging the investment of staff education for organizational change support and the development of ITSM governance with continual service improvement (CSI) initiatives.

Working Group Members

Adriene Radcliffe*, Director, IT Service Management, ITS Management Services
Bill West, Systems Programmer, Production Services
Chloe Turnbull, Business and Process Analyst, ITS Management Services
Dorothy Ortale, Knowledge Manager, ITS Management Services
Lou Tiseo, Director, Data Center Services
Paul DiBello, Director, Client Lead Team, ITS AYA & Development
Ricardo Chavira, Associate Director, Service Management, ITS Management Services
Rick Smith, Director, Metrics and Quality Assurance, ITS Management Services
*working group lead


Improve the level of service provided by the ITS organization by continuing to implement the IT Service Management (ITSM) framework, including the development of a holistic knowledge management process.

previous comments