How the Yale School of Management meets lofty service expectations in higher education with Atlassian Consumer expectations for service have surged in the digital era. These high standards now extend into professional settings too, where customers assume they will get the same quality service from their employer and colleagues as they do outside of work. Many businesses and organizations, especially those in traditional sectors like education, are struggling to keep up – not so for the Yale School of Management (SOM), a graduate school serving over a thousand students on campus and around the world. While many established IT professionals would be reluctant to change their ways and find new solutions to meet modern users’ needs, SOM’s CIO Ken Wieler has risen to the challe

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