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Account Advising @SURFnet Walter van Dijk

Account Advising @SURFnet Walter van Dijk. Organisation SURFnet. Three outlets.

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Account Advising @SURFnet Walter van Dijk

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  1. Account Advising @SURFnetWalter van Dijk

  2. Organisation SURFnet

  3. 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.

  4. Role of the outlets End user (teachter, scientist) Connectedinstitutions Community Manager Communication & Marketing Account Advisor Product Manager Technical Product Manager Subcontractor for service delivery

  5. Two functions / roles Account 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.

  6. 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

  7. Product Management IP/Lightpaths/OPN’s - Maurice van den Akker SURFfederation - Eefje van der Harst SURFcertificates - Eefje van der Harst Eduroam - Eefje van der Harst SURFcert - Jacques Schuurman SURFmailfilter - Maurice van den Akker SURFcontact - Roland Staring Dashboard - Maurice van den Akker SURF Qualtiy Guard - Maurice van den Akker

  8. Introducing… Andres Steijaert Roland Staring Jasper Distelbrink Remco Rutten Eefje van der Harst Albert Hankel Ida Bezemer Walter van Dijk Vacature Maurice van den Akker Arian Ooijevaar Jacques Schuurman

  9. 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

  10. Walter van Dijk Walter.vanDijk@SURFnet.nl SURFnet, grensverleggend netwerk voor hoger onderwijs en onderzoek

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