1 / 10

Advancing CRM Implementation in NIIFI: Challenges and Development Plans

Explore the dilemma and current status of Customer Relations Management at NIIFI, detailing the past, present, and development plans for 2009-2012, including key goals and functions. Learn about the integration of CRM components and the necessary improvements for effective implementation. Discover the evolution of roles, management aspects, and essential content to be integrated, alongside the development schedule and present status. Our intention is to study NREN partners' attempts and results carefully for successful development and operation.

sotov
Download Presentation

Advancing CRM Implementation in NIIFI: Challenges and Development Plans

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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!

More Related