Operational Excellence Initiative
Building a more connected, measurable and user-centred IT service experience for the York community.
Explore the roadmapThe Operational Excellence Initiative is improving how York delivers, manages, measures, and continuously improves IT services. It connects Halo, our service catalogue, knowledge base, and user-facing support channels into a more consistent service ecosystem for the York community and the teams who support it.
Initiative Benefits
Easier to get help
Create new, clearer, more consistent pathways across websites, portals, emails, chats, and frontline support.
Faster, more consistent service
Improve routing, implement a trusted and maintained knowledge base and leverage automation to reduce manual effort and unnecessary back-and-forth.
Better insight and decisions
Reliable service data helps teams understand demand, performance and where improvements will have the greatest effect.
Objectives
Our Operational Excellence Initiative is designed to make IT service delivery more connected, measurable and user-centred across the full support lifecycle
Improve the requestor experience
Make it easier for students, faculty and staff to get help through the right channel, with clearer, more streamlined options and better guidance throughout their service journey.
Harmonize service framework
Align catalogue items, categories, request types, change records, service owners and knowledge so Halo reflects how services are delivered.
Unlock automation
Use workflow automation and integrations to remove unnecessary manual steps, especially for common, high-volume tasks.
Enable continuous improvement
Use reliable operational data, dashboards, process mining and service metrics to identify the ways we can improve.
Projects
Operational excellence happens one innovation at a time. Check out the projects on our roadmap.
Showing 6 projects
Automatic Triage
Automates how emails sent to askIT@yorku.ca are interpreted and routed, reducing manual work to improve response speed and consistency. Requests reach the team that can help more quickly and with less back-and-forth.
Expected outcome
Requests reach the right support team faster, with fewer manual triage steps and less back-and-forth for users.
Virtual Support
Expands digital support through live-agent Halo Chat and AI-powered virtual support agents that can provide fast assistance, guide users to the right services and connect them with a person when needed.
Expected outcome
Users receive faster answers and clearer guidance, while complex needs still reach a person.
Knowledge Base
Creates a central hub for trusted service knowledge. Powered by KCS, it turns support expertise into clear, reusable articles that help users resolve common needs and give support teams consistent, current information.
Expected outcome
Users can resolve more common needs independently, while support teams work from consistent, current knowledge.
Harmonized Catalogue
Aligns incidents, service requests, change records, categories, self-service articles and service-ownership data to create a cleaner, more consistent foundation for service delivery across UIT.
Expected outcome
Halo becomes easier to manage, report on, automate and improve because its service data is cleaner and more consistent.
Modern Reporting
Brings ticket, event, user-state, service-category and SCAMP data into Databricks and Power BI to support clearer dashboards, more reliable metrics and better insight into service performance, demand and trends.
Expected outcome
Teams gain more reliable metrics and clearer evidence for understanding demand, performance and improvement priorities.
Integrated Website
Replaces the current UIT website with a modern experience built from trusted knowledge articles, service catalogue entries and incident catalogue information so support stays accurate, browsable and easier to find.
Expected outcome
People can browse trusted, current support information and find the right service or help path when they need it.
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Initiatives
Learn what we’re working on and how it benefits everyone at York.