account advising @surfnet walter van dijk

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TF-MSP Meeting Rome – 4 February 2010 Account Advising @SURFnet Walter van Dijk

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Account Advising @SURFnet Walter van Dijk. Organisation SURFnet. Three outlets. - PowerPoint PPT Presentation

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Page 1: Account Advising @SURFnet Walter van Dijk

TF-MSP Meeting Rome – 4 February 2010

Account Advising @SURFnetWalter van Dijk

Page 2: Account Advising @SURFnet Walter van Dijk

Organisation SURFnet

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Page 3: Account Advising @SURFnet Walter van Dijk

Three outlets- Account Advising is responsible for customer relations and focuses on

the ICT-management of all connected institutions. Focus shifts from SURFnet service-portfolio towards trusted and independent advice on ICT in higher education and research.

- Community Support aims to facilitate the end-users of the SURFnet-network and to support them with the use of SURFnet services. The department organises workshops and online communities are supported.

- Communication & Marketing is responsible for the internal and external communication of SURFnet. In that respect this department is responsible for the printed and electronic information made available by SURFnet.

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Page 4: Account Advising @SURFnet Walter van Dijk

End user (teachter, scientist) Connected institutions

Community Manager

Communication &

Marketing

Account Advisor

Product Manager

Technical Product Manager

Subcontractor for service delivery

Role of the outlets

Page 5: Account Advising @SURFnet Walter van Dijk

Two functions / rolesAccount Advisor

Every customer has a dedicated account advisor Primary interface to the SURFnet service-portfolio Daily contact for all customer roles: CON, ICP en ICO Important source of input for product managers

Product Manager Every SURFnet-service has two “owners”:

Product Manager (PM) & Technical Product Manager PM responsible for all customer related aspects Input via market survey, customer panels etc.

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Page 6: Account Advising @SURFnet Walter van Dijk

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Account Advising (1)- Dedicated account adviser per sector:

- Universities : Andres Steijaert & Roland Staring- HBO-institutions : Jasper Distelbrink- MBO-institutions : Remco Rutten- Researchorganisations : Arian Oijevaar - Academic hospitals : Roland Staring- Teaching hospitals : Remco Rutten- Publishers : Eefje van der Harst- Libraries : Eefje van der Harst- Broadcasters : Remco Rutten- Back-office : Ida Bezemer

Page 7: Account Advising @SURFnet Walter van Dijk

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Product Management

IP/Lightpaths/OPN’s - Maurice van den AkkerSURFfederation - Eefje van der HarstSURFcertificates - Eefje van der HarstEduroam - Eefje van der HarstSURFcert - Jacques SchuurmanSURFmailfilter - Maurice van den AkkerSURFcontact - Roland StaringDashboard - Maurice van den AkkerSURF Qualtiy Guard - Maurice van den Akker

Page 8: Account Advising @SURFnet Walter van Dijk

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Introducing…

Jacques Schuurman

Eefje van der HarstRemco Rutten

Arian Ooijevaar

Andres Steijaert Jasper Distelbrink

Maurice van den Akker

Ida Bezemer Walter van Dijk

Roland Staring Albert Hankel

Vacature

Page 9: Account Advising @SURFnet Walter van Dijk

- Strengthen role of trusted advisor:

- One-on-one meetings with ICT-managers (~250)- Study trips (US with vendors, I2 with ICT-managers)- Expert group around every service- Yearly symposium for ICT-managers- Joint innovation and co-creation (SURFnet Labs)- Develop and share expertise in 8 domains (UC, Online Apps,

Sustainability, IdM, Security, Campusinfra, Cloudinfra and Shared Service Centers)

- Focus product management on “priority services”: SURFlightpaths, SURFfederation and Online Multimedia Cooperation

Priorities in 2010

Page 10: Account Advising @SURFnet Walter van Dijk

SURFnet, grensverleggend netwerk voor hoger onderwijs en onderzoek10

Walter van [email protected]