1. Certificate Service Survey Summary
Trust & Identity, Internet2
April 2018

2. Summary
The survey identified these top three most challenging tasks: Domain Control Validation (DCV), wrangling the Extended Validation agreement, and submitting requests using the Comodo Certificate Manager (CCM) tool
Multifactor Authentication is widely deployed among certificate survey respondents; to a lesser extent it is integrated with their campus Identity Provider (IdP). Allowing certificate service admins to use MFA with the IdP continues as a priority for a secure deployment
Top requested enhancements include deploying an Automated Certificate Management Environment (ACME), providing federated SSO for user certificate self-enrollment, and improvements to the API
While satisfaction with support continues to be more positive than negative, improvements are needed
Top training requests are: installing a signed certificate, the EV certificate process, and DCV

3. Survey Overview
Survey distributed on February 8, 2018, to and
Closed on February 26, 2018
Closely mirrored the survey distributed in 2016, with additional feature choices and questions regarding MFA/SSO.
Goals: Highlight areas of satisfaction and opportunities for improvement
On slides indicating “top” answers, categories receiving under 5 responses were not included

4. Survey Participants

5. Participant Highlights
2016 Results:
164 Responses
76 anonymous
88 named
Total subscribers: 388
2018 Results:
166 Responses
66 anonymous
100 named
Total subscribers: 422

6. Institution Classification

7. Service Role

8. Role at Institution

9. Survey Respondents: Current Subscribers

10. Organizations with an Identity Provider (IdP) Registered in the InCommon Federation

11. Multi Factor Authentication (MFA)

12. MFA: Current State

13. MFA: Current State & Preferences

14. Certificates

15. Top Types of Certificates Deployed

16. Top Current Service Features in Use

17. Lifecycle Management

18. Most Challenging Tasks

19. Other Challenging Task Themes
Lacking ACME.
Challenges with the API.
Lack of notification for items in approval queues.
The wizard.

20. Training

21. Top Training Interests

22. Desired Enhancements

23. 2018 Enhancement Priorities

24. Support

25. Have you ever needed and contacted support for the InCommon Certificate Service?

26. Top Areas of Requested Support

27. When Requesting Support, Did you Feel You Knew Where to Request Support?

28. Top Methods of Contacting Support

29. After Contacting Support, Were your Issues Satisfactorily Resolved?

30. Are you satisfied with the Reliability and Availability of the InCommon Certificate Service?

31. Satisfaction with Comodo Certificate Manager Web Interface

32. Overall Satisfaction with Comodo Features

33. Summary of Suggestions to Improve the Certificate Service
ACME and associated documentation.
Add functionality to approve multiple SSL certificates at once. 
Share case studies of schools who do a particular function well.
Offer a webinar to highlight features.