Customer Experience Standardization for Infrastructure (CESI)
Providing an enhanced experience for Hosting Services customers
CESI: The Why
The Customer Experience Standardization for Infrastructure project (CESI) was launched to provide a consistent experience for Hosting Services customers.
Hosting Services set the following objectives for the CESI project:
- Provide consistent data about customers and assets,
- Update processes and creating consistencies amongst the Hosting Services' teams (provisioning, asset tracking, and communication),
- Provide more customer control over assets,
- Create detailed asset inventories for customers,
- Centralize reporting on assets, and
- Update outdated customer information (contact information, who could provision assets, who could access, and more).
CESI: The What
As a result of the ongoing CESI project, Hosting Services teams:
- Created a new, consistent definition of a customer,
- Established a key set of metadata about the assets,
- Normalized provisioning processes to support new data, and
- Onboarded over 90 IT units across the institution.
By automating data feeds into Google Sheets, unit specific asset inventories (updated nightly) are produced.
CESI: The Results
As a result of the CESI project,
- Customers find new processes straightforward and appreciate the consistently across platforms.
- Fully automated provisioning is now available for several platforms.
- Hundreds of orphaned assets were retired.
- The owners of many outdated assets were accurately identified.
- There are many new projects and people leveraging Hosting Services’ updated data.
- Security reports (Qualys) are now delivered to IT units to understand application layer vulnerabilities on their system(s).
- Relationships between Hosting and IT groups across the University were strengthened.