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NIIF-Hungarnet

NIIF-Hungarnet. Towards CRM (Customer Relations Management) at NIIFI Lajos Balint lajos.balint@niif.hu NIIFI TF-MSP meeting Rome, 04.02.2010. Dilemma and status. Living without CRM – difficult Developing/introducing CRM – difficult

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NIIF-Hungarnet

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  1. NIIF-Hungarnet Towards CRM (Customer Relations Management) at NIIFI Lajos Balint lajos.balint@niif.hu NIIFI TF-MSP meeting Rome, 04.02.2010

  2. Dilemma and status • Living without CRM – difficult • Developing/introducing CRM – difficult • Living with CRM – difficult Past and present: • A number of activities (quasi CRM components) • Lack of integration, lack of harmonisation

  3. Development plans 2009-2012 • More NREN functions – need for CRM • NDP projects (infrastructure/services) • Time-scale: 2010-2011 (-2012) • Goal: URIM (rather than CRM), portal based (User Relations and Information Mgmt.) Results as yet: • Draft specification • First architecture variants • Schedule of development • Preliminary implementation plan

  4. Basic goals I. – Web access Planned major WebForm items • IPv4 / IPv6 address registration • DNS registration • LDAP administration • AAI / eduroam registration • CA registration • Mail-box request handling / registration + mgmt. • Web hosting service registration / management • HPC and Grid access management • Home access management • Integrated with help-desk functions

  5. Basic goals II. – Roleplayers Roles and privileges: • Organisational management (admin aspects) • Network administrators • Backbone managers • VoIP / VideoConf management • Network operators (lower technical expertise) • Grid operators • AAI administrators • Security coordinator • CRM administrator • Users of the services (with credentials / certificates)

  6. Basic goals III. – Content Important information to be involved: • Ticketing (CSIRT, network) • Measurement • Network • Collaboration (VoIP, VideoConferencing) • Web statistics • Weathermap • Others (servers) • SLA • System management • Contracts • Equipment stock + configuration data base • Resources (domains, IP-addresses, mail-boxes, etc.) • Network topology • Registered requests

  7. Development schedule Timeline: • Draft specification – early 2009 • First architecture variants – mid-2009 • Schedule of development – late 2009 • Preliminary implementation plan – early 2010 • Development and implementation – 2010/2011 Status of functions to be integrated: about 60 %

  8. Present status I. – Coverage Covered activities (not yet integrated) • IPv4 / IPv6 address registration • DNS registration • LDAP administration • AAI / eduroam registration • CA registration • Mail-box request handling / registration + mgmt. • Web hosting service registration / management • HPC and Grid access management • Home access management • Help-desk functions

  9. Present status II. – Deficiencies Development needed: • Overall database services • CSIRT service integration • Backbone and access network data access • VoIP / VideoConf management • QoS improvement • CRM administration • Usage of the services needs convincing / persuading

  10. Our intention Development / implementation / operation: NREN partners’ - attempts - practices - results - failures to be carefully studied!

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