Services

There are several resources users can access that do not require assistance from the IT or AV support staff.  Utilizing self-service resources, saves time, and allows you to quickly get the resources you need:

Software Library:

Yale University has an extensive software library that anyone with an Active Yale NetID has access to.  This includes both free, University provided, and licensed (fee based) software. 

There are two main options for accessing software and installing it on devices:

1. Installing software on your personal or Yale non-managed workstation: (admin access is required)

   Access the ITS Software Library (hosted via OnTheHub) provides the Yale community with a simple way to download many software titles that have been licensed by the University and made available at a low or no cost. Additional software titles are also available and may be purchased directly through OnTheHub at discounted educational pricing. The Software Library offers several titles for purchase via Chart of Account (COA) billing, credit card, or PayPal account.
    

2. Installing software on your Yale Bulldog (Yale Managed) workstation: (admin access is NOT required) 

   Yale Bulldog (Yale managed) workstations can use Software Center (Windows) or Company Portal (macOS) which allows the self-installation of certain software without the need for administration rights.  This is intended for Faculty and Staff with a Yale Bulldog workstation.
   Instruction on self-installing software on Yale Bulldog workstations

Storage Options:

Yale IT provides several storage options that you can directly request.   They provide a web app, Yale Storage Finder, that allows you to filter storage options by need.  Below is a listing of the most popular storage options and how to get them.

Self-Service Compute Options:

Yale provides two main self-service compute options.  These are cloud-based computer environments that can run on any device. 

1. Yale MyApps (Azure Virtual Desktop) running Windows OS 11
   MyApps at Yale is a virtual environment where faculty and students can access ITS-supported and licensed applications (apps) and run them from anywhere, at any time, and on any device at no cost.  For staff, you will need to sign up for the service at a cost.  Request a Yale MyApps consultation
    
2. Yale Spinup (Amazon Web Services - AWS - Virtual Server) Options for Linux and Windows Server environments 
   Yale Spinup Portal - Portal to create Spinup spaces, build servers, containers, static websites, and more. (requires VPN enabled if off campus)
   

The Health Sciences Technology Support Services (TSS) team, in partnership with central ITS, provides computer (IT) and audio-visual (AV) technology support services - supporting the clinical, teaching, research, and administrative work of the YSM community. 

How do I get help?

1. Start with the ITS Helpdesk: – phone, chat or email options 
   The ITS Helpdesk solves over 60% of issues during the initial customer contact – and over 80% with a follow-up contact.  If the Helpdesk can’t resolve your issue, they escalate it to one of the Health Sciences, IT support team members.  Helpdesk services include software installation, YaleSecure wi-fi setup, VPN and Duo Security, email questions, Office 365 assistance and Adobe Acrobat access.  
    
2. Walk-in support or by appointment:  YSM Technology Support Center, 9:00am - 4:30pm, Monday through Friday, Yale Medical Library, 333 Cedar Street, L20 
   Health Sciences IT staff at Technology Support Center will assist with AV, computer hardware and software related questions.  
    
3. Desktop IT Support Requests: An online request form for common desktop IT support needs
    
4. Remote Clinical Location Support: If you are located off the main Yale campus at a clinical location, you are supported by Yale New Haven Health’s Desktop IT support team.  To get support, you can submit support requests to the email address: helpdesk@ynhh.org, contents of this email are reviewed within a period of 24 hours. For urgent requests please call (203) 688-4357.   Refer here for more detail on remote support options.

To help us help resolve your inquiry quickly please observe the following: 

• Direct Epic related questions to the YNHH Help Desk: Available via 203-688-HELP from 8 am - 4:30 pm Monday - Friday. 
• Please do not contact HSIT technical team members directly without initiating a support request as outline above.
• YSM on-campus locations do not include Yale West Campus, the VA Hospital, non-Yale owned properties in New Haven and other locations outside of New Haven.   
• Please refer to the General Policies and Support Expectations sections of this site for more detailed information on Health Sciences IT technology support.

Health Sciences IT provides hardware consultation across the health campus and hardware purchase support for School of Medicine central academic units. The centralized school-wide ordering through Life Cycle Refresh is on hold for the rest of FY25.

For School of Medine Central Academic Units

Please note the only laptop currently in stock is the Standard Lenovo Laptop (from the list here).

1. Open a request using the Hardware Consultation form
2. Select if you are Ordering For yourself or someone else. 
3. Check Hardware
4. In the Short Description field note that you are “Requesting LCR computer stock, Standard Lenovo Laptop”
5. In the Description field include the COA.
6. Fill out the remaining information and submit. 

For other School of Medicine units

1. HSIT Approved Standard Configurations, including high-computer Workstations can be previewed here.
2. Equipment ordering is the responsibility of the individual department Business Offices and should be procured through Workday/SciQuest through approved vendors: GovConnection or Apple.   These customized vendor pages will present you with the approved hardware and Yale University only pricing.
3. If additional consultation is needed before ordering, please submit a request via portal link.
4. Once you know your equipment delivery date, please submit a request for desktop support assistance to help with the initial configuration.  Please be sure to include the PO number associated with your equipment order.
5.  Movement/Shipment of equipment around campus and to remote locations is the responsibility of the individual department’s business office.  Please view the Transport, Receiving & Storage (TR&S)

Getting Started with your device:

Frequently Asked Questions

Q: What steps should I take if my device request or a user within the area has a request is denied?

A: If a request is denied, discussing the decision with the approving manager or the department’s business office is essential. They can provide further guidance, potentially identify alternative solutions, or clarify the reasons behind the decision.

Q: What is the recommended procedure for transferring data from an old device to a new one?

A: For data transfer assistance, please refer to the Incident Control (INC) ticket associated with your device request. It contains coordination details with a designated IT technician who will assist you in securely transferring data to your new device.

Q: How can I access IT support or create a support ticket?

A: For IT support, visit the Yale IT Support Portal at https://helpme.yale.edu. Click on “Request A Service” and then select “Open Support Ticket” to submit your query or request assistance. Ensure that detailed information is provided to expedite the support process.

The School of Medicine frequently needs to move IT and AV equipment and assets to new locations. 

If you have an upcoming move planned, the following page outlines our service in assisting with the moving of IT and AV equipment and assets.

What this service includes:

• Project management and coordination of the moving of IT and AV assets
  • Coordinating the IT and AV equipment inventory of the assets to be moved
  • Participation in the larger discussion around the overall move
• Scheduling of the IT and AV support staff labor as part of the move
• Evaluating existing assets and coordinating new IT and AV equipment purchases as required
• Coordination with the moving company, the teardown and setup of IT and AV equipment
• Coordinating the IT and AV support staff’s verification the system is functioning in the new location

What is out of scope with this service:

• Unplugging, boxing, unboxing, and setup of IT and AV equipment
• Unboxing and placement of new IT and AV equipment
• Requesting and coordinating electrical, phones, network drops, and WiFi installations.
• Disposal of trash or assets left behind in the move.
• Any moves that are from or to non-Yale locations.

Yale’s TR&S (Transport Receiving and Storage) Service can coordinate the packing and moving of equipment.  More info is found here: Moving Guide

Costs:

This service is in two parts:

A fixed project cost = $1,000

This cost covers costs that are part of any move.  This includes things like project management work related to coordinating the IT aspect of a move.

A per person cost = $250 / person

This cost covers the labor involved in coordinating and verifying the IT and AV assets in the move. 
This includes but not limited to: 

• Inventory of existing assets
• existing equipment assessments
• ordering replacement equipment as needed
• IT and AV support labor as part of the move process.

How to calculate the cost for this service:

Example: I am moving 30 people from one location to another.

Total project cost = Fixed Project Cost + (Number of people x the per person cost)

Total Project Cost = $1,000 + (30 people x $250) = $8,500