Services

1. Services

2. Agenda • Overview • Managing the Transitions of The Networked Transaction Environment • Blackboard Consulting • Who We Are and What We Do • Blackboard Training • Who We Are and What We Do • Blackboard ASP Services • Why Choose Blackboard ASP • Blackboard Client Support • How Blackboard Provides Support • Summary and Discussion • Next Steps

3. Blackboard’s Product Strategy • Leading institutions are wiring their campuses to connect people and resources in new and powerful ways. • In moving beyond Meal Plan Administration, these institutions are deploying their core technologies in an effort to establish a dynamic and cohesive commerce and access network. • Blackboard’s product strategy is to develop and support the core technologies that enable a true Networked Transaction Environment.

4. The Networked Transaction Environment A true networked transaction environment exists when any student, teacher or member of the university community can use a universal account on campus, off campus, and online for all commerce transactions, activities and facilities access and web services.

5. A User’s Perspective of theNetworked Transaction Environment Residential Life Securely enters and leaves facilities BbOne Local merchants acceptUniversity ID Card as payment The Online Campus Check your account balance, order items online Bookstore Purchase goods and services Campus Activities Purchase game tickets Parking Pay for garage fees Food Service Cafeterias and vending machines

6. The Path to the Networked Transaction Environment INSTITUTIONAL GROWTH EXPLORATORY SUPPORTED STRATEGIC MISSION CRITICAL TRANSFORMATIVE:THE NETWORKED TRANSACTION ENVIRONMENT • A single department solution • When any student, teacher, or member of the university community can use a universal account on campus, off campus, and online for all commerce transactions, activities and facilities access and web services. • A central account for all members of the institution that can be utilized both on and off campus and maximum student and faculty convenience. • Institution wide support for all campus transactions and event access with back-office systems • Multiple departments supported by a dedicated administrator Phase 5 Phase 2 Phase 3 Phase 4 Phase I TIME

7. Business Efficiency Distributed Management Student & Faculty Service Safety and Security New Revenue Opportunities The Benefits of aNetworked Transaction Environment INSTITUTIONAL BENEFITS EXPLORATORY SUPPORTED STRATEGIC MISSION CRITICAL TRANSFORMATIVE:THE NETWORKED TRANSACTION ENVIRONMENT Phase 5 Phase 2 Phase 3 Phase 4 Phase I TIME

8. Organic Adoption Organic / Exploratory Adoption Initially driven by a single application Application Plateau Strategic Phase Necessary for continued growth Planned Adoption Planned/Foundational Adoption Initially driven by Executive Sponsor Adoption across multiple campus businesses Accelerated growth Strategic planning upfront FOUNDATIONAL SUPPORTED MISSION CRITICAL TRANSFORMATIVE EXPLORATORY SUPPORTED STRATEGIC MISSION CRITICAL TRANSFORMATIVE Transition 4 Transition 3 Transition 2 Transition 3 Transition 2 Transition 1 Transition 1 Phase I Phase 2 Phase 3 Phase 4 Phase I Phase 2 Phase 3 Phase 4 Phase 5 Organic vs. Planned Adoption Transition Management is the key to successful adoption regardless of approach.

9. Managing the Phases of Transition– to Achieve the Networked Transaction Environment • The Transitions represent specific stages that must be managed to allow campus systems to mature and expand service offerings to all campus constituents • Two components for successful transition management • Implementation Approach • A specific process for managing and planning the institution’s maturing needs for expansion to total adoption of daily life services on campus, off campus and online • Implementation Activities: • Those specific activities required for a successful transition at each phaseof implementation for expanded service offerings and successful return on investment

10. Blackboard Services • Blackboard Consulting • Blackboard Training • Blackboard ASP • Blackboard Support

11. Blackboard Consulting: Who We Are • 100+ consultants • 20+ dedicated consultants experienced in leading and assisting with Blackboard Commerce Suite implementations • Consultant Profile • Project managers experienced in software requirements and project implementation • Technical consultants experienced in core Blackboard Commerce Suite hardware and software • Development consultants with special skill sets in programming languages, web technologies, database programming, backup and recovery, and network operations • Experience implementing over 400 client engagements

12. Integrate & Customize Manage Implement Plan Blackboard Consulting: What We Do • Strategic Planning • Blackboard System Planning • Business Continuity and Risk Management • Solution Implementation • Application Installation and Configuration • Hardware Installation • System Conversion • System “Go Live” • Integration and Customization • Systems Integration • Business Intelligence Reporting • Web-enabled System Management • System Customization • Solution Management • System Maintenance • Recarding • Reconfiguration

13. Integrate & Customize Manage Implement Plan Blackboard Transaction System Planning Client Objective • Implement the Blackboard Transaction System to accommodate 20% annual campus student attendance growth • Plan the implementation, perform the installation and train client support personnel for three interfacing enterprise systems within a three month timeframe Blackboard Consulting Deliverables • Implementation of the Blackboard Transaction System within a three month window • Integration with Best Security System and Residential Management System Outcomes • Secure and reliable implementation of a Networked Transaction Environment with a clear foundation and path for future growth • Implementation and integration adhering to the client’s “go live” date

14. Integrate & Customize Manage Implement Plan Blackboard Community System Planning Client Objective • Unify e-Commerce on campus • Virtually extend the campus card program • Create seamless interface between Bb Academic Suite and Bb Commerce Suite Blackboard Consulting Deliverables • Community System Planning Workbook • Defined phase activities • Implemented interface between academic and commerce environments on campus Outcomes • Implemented first phase for students paying fines • Planned second phase activities • Seamlessly integrated Bb Community System and Bb Learning System

15. Integrate & Customize Manage Implement Plan Business Continuity and Risk Management Client Objectives • Define business continuity requirements that include a redundant server using a former production server • Implement and test a solution to meet those requirements • Document the solution to ensure the campus and Blackboard is prepared to fail over to the recovery server Blackboard Consulting Deliverables • Business Continuity Plan • Business Continuity Solution • Qualified Testing • Solution Documentation on campus and at Blackboard Client Outcomes • Recovery Time Objective (amount of time needed to bring up recovery server): • Less than 2 hours • Loss of Data Exposure:  • Less than 1 minute

16. Integrate & Customize Manage Implement Plan Application Installation and Configuration Client Objectives • Implement Blackboard Transaction System, replacing previous solution • Configure system to meet campus business requirements for transaction processing • Integrate with existing systems in place for security and print management Blackboard Consulting Deliverables • Blackboard Transaction System implementation project plan and management • Integrated solution with Identipass, Equitrac and Follett systems • Installed new point of sale devices and expanded the number of card-accepting locations Client Outcomes • A fully integrated environment encompassing multiple systems with the Blackboard Transaction System • Expanded the points of services on campus for user convenience

17. Integrate & Customize Manage Implement Plan Hardware Installation Client Objectives • Installation of a very large implementation with a variety of hardware components that require complex interconnection to a parking system Blackboard Consulting Deliverables • Installed door access, value transfer stations, point of sale systems, and ID Works badging system • Interfaced to a complex parking system • Installation completion required in a very tight timeframe Client Outcomes • In just over a week, all reader hardware was installed • Within the short time frame completed a successful interface between the Blackboard Transaction System and a complex parking system

18. Integrate & Customize Manage Implement Plan System Conversion Client Objectives • Replace an existing Diebold card system with the Blackboard Transaction System • Integrate multiple systems across multiple campuses Blackboard Consulting Deliverables • Implemented full system replacement • Installed new points of service • Automated integration with payroll, athletic, parking, bookstore and point of sale systems in a short time frame • Integrated with campus portal. Client Outcomes • Implementation of full system replacement and points of service • Automation of integration with payroll, athletic, parking, bookstore and Micros system in 6 weeks • Expanded integration with custom portal and automated management of athletic funds to ensure NCAA compliance Custom SIS Database Data transfer of Meal $$ and Flex $$ balance info Person and privilege data Flex $$ Transaction Interface Import of Payroll deduction Bb Extract Reports translated into Great Plains import file Import and management of Meal $$ per NCAA guidelines Formatted Micros Report translated into Great Plains import file

19. Integrate & Customize Manage Implement Plan System “Go Live” Client Objectives • Replace existing laundry and dining system on campus • Move to complete IP-based reader family • Expand card-accepting locations to include vending machines, copiers and the bookstore Blackboard Consulting Deliverables • Developed project plan for implementation of the Blackboard Transaction System including vending machines, copiers, laundry rooms, and dining locations • Enable ability for account holders to check their balances and add money to their accounts • Configure the Blackboard Transaction System before installation enabling a “go live” date in the middle of the school year in the middle of the week • Provide on-site training assistance for office staff as system went “live” • Assist in the transition and reconciliation of funds from former system Client Outcomes • Experienced a smooth launch of the system after installation and conversion from the previously installed systems with no impact to cardholders • Custom training was provided to all system users on campus

20. Integrate & Customize Manage Implement Plan Systems Integration Client Objective • Automate the process of calculating merchant reporting, accounting and payment for campus card-based transaction activity via the web • Direct integration to Oracle financials payment system Blackboard Consulting Deliverables • Designed and delivered web interface for merchant settlement management including customer-definable accounting codes, management fees and merchant variables • Automated merchant disbursement including the general ledger system files for automated integration • Provide integration between the merchant reporting system and the general ledger operation within the financial system for automated reconciliation Client Outcomes • Eliminated requirement of 36-50 person days of effort annually and eliminated errors resulting from manual processing • Resulted in a basis for significant merchant growth with minimal incremental management tasks • Provided a more timely settlement with merchants and a potential for increased revenues by charging a higher fee for more frequent disbursement options

21. Integrate & Customize Manage Implement Plan Business Intelligence Reporting Client Objective • Provide customized, user defined reports on demand via the web Blackboard Consulting Deliverables • Created a web-interface that authenticates a user and delivers customized report data to vendors and departments on demand reducing staff time and effort Client Outcomes • Eliminated the manual effort of compiling data from numerous reports • Decreased the time required to deliver key operational data to vendors and departments • Provided the ability to increase services to vendors by giving direct access to information within 24 hours

22. Integrate & Customize Manage Implement Plan Web-enabled System Management Client Objective • Allow any Privilege/Account/Meal Plan changes and/or purchases from a kiosk at the card office. • Provide a web interface to allow office staff to choose options that could assign complete Privilege packages • Ability to deduct the cost from a debit account and open up as an on-line service to cardholders Blackboard Consulting Deliverables • Developed processes that return all current cardholder information upon request.  • Implemented a process that accepts cardholder change requests from the web application and executes the Privilege and Account changes determined by that application Client Outcomes • Clemson has the ability to change and modify cardholder information upon request and apply those changes immediately • Cardholder services are vastly improved by self service capability to change and modify plans and purchases of plans online

23. Off Line TIA Transaction Text File Off Line TIA Off Line TIA File Handler Transaction Handler Blackboard Transaction System Integrate & Customize Manage Implement Plan System Customization Client Objective • Provide an interface to the Blackboard Transaction System – UNIX Edition allowing an offline system to submit transactions via a text file. Blackboard Consulting Deliverables • Developed a custom, configurable offline interface using Java that can run from any platform: Unix, Windows, Mac, Linux • Developed a process to accept a text file provided by the external system, submit the transactions to the system and creates a log file for easy review • Support for communication through the interface using 128 bit AES encryption Client Outcomes • University of Pennsylvania uses the offline interface to manually submit withdrawal and refund transactions to the Blackboard Transaction System – UNIX Edition resulting in a more efficient process and reducing errors through automation • Future plans incorporate automating the integration with the offline interface running an hourly batch process

24. Integrate & Customize Manage Implement Plan System Maintenance Client Objective • Required assistance in managing the card system after the loss of staff Blackboard Consulting Deliverables • Assisted with management and maintenance of the Blackboard Transaction System • Reviewed system operations for efficiency • Assisted in cleaning the system data for improved efficiency Client Outcomes • Allow campus time to effectively staff card office operations • Enhanced operations to enrich processes on campus • Provided continuous system functionality while searching to replace staff

25. Integrate & Customize Manage Implement Plan Re-carding Client Objectives • Convert social security numbers in the Blackboard Transaction System to new numbering scheme and recard 25,000 cardholders Blackboard Consulting Deliverables • Replaced the social security numbers within the Blackboard Transaction System • Re-issued 25,000 existing cards to faculty, staff and students • Sorted output to distribute cards in various locations throughout the campus Client Outcomes • Personalized and distributed 25,000 cards in eight weeks

26. Integrate & Customize Manage Implement Plan Re-configuration Client Objectives • Convert multiple spending accounts to a single, universal account that is accepted on and off campus Blackboard Consulting Deliverables • Provided tight business analysis and planning management • Converted multiple accounts to a single account while maintaining previous account history • Improved the ability to expand locations on and off campus Client Outcomes • Delivered a smooth and timely transition to one account • Resulted in a 35% overall increase in deposits and commission revenues in the first year following the conversion

27. Blackboard Training: Who We Are • 7 Project Managers, 4 Developers, 4 Technical Consultants • Services Profile • Skilled technical project managers and implementation specialists. Average tenure on job or in industry is 5+ years. • Experience since the early 1980’s with training thousands of users from hundreds of client institutions • Provide standard implementations, training, integration with other client systems, and customized solutions for entire Blackboard Commerce Suite systems.

28. Blackboard Training: What We Do • Types of Training • Training for New Clients: Launch Training • Training for Existing Clients: Refresher Training • Custom Training • Training Series • Blackboard Transaction System Series • Blackboard Community System Series • Training Location Options • Onsite Workshops at client locations • Onsite customized agenda • Regional Events at facilities in Washington DC or Phoenix, Arizona

29. Blackboard Transaction System Training • Client Objective • Training of staff on the use and administration of the Blackboard Commerce Suite for maintaining day to day operations • Blackboard Training Deliverable: • Blackboard Transaction System Launch Training • On-site training for system administrators, system users, system operators and point of service cashiers, providing an introduction to the system for all users. • Blackboard Transaction System Refresher Training • A number of training modules to satisfy varied client demands including training classes for specific system components as well as a full system refresher class. • Client Outcome: • Effective implementation, administration and on-going management of the Blackboard Transaction System on campus.

30. Blackboard Community System Training Client Objective • Successful implementation and adoption of online services for the campus community through the Blackboard Community System. Blackboard Training Deliverables • Blackboard Community System Administration • Blackboard Training works with clients to ensure that they are ready to successfully administer the Blackboard Community System. In an onsite or regional format • Blackboard Community System Essentials • Blackboard trainers provide staff, administrators and students with the knowledge required to set up e-Commerce storefronts, build online communities, manage information exchange and deliver community-based information and services effectively using the Blackboard platform Client Outcomes • Greater adoption and more effective use of online services • Minimized support costs due to strong base of end user knowledge and online support tools

31. Blackboard Custom Training Client Objective • Training of staff and administrators based on specific clients requirements Blackboard Training Deliverables • Delivered Blackboard System Administrator training • Provide customized classes at the client location or Blackboard Training facilities • Develop curriculum based on specific client needs Client Outcomes • Fulfill knowledge gaps on system administration • Secure individualized instruction in familiar location • Blackboard documentation developed to campus configuration for on-going education

32. Blackboard Services:Blackboard ASP Services • Over 300 Customers from All Market Sectors • Over 3 Million Users in our Systems – Over 2 Million Enrolled Users • 1000+ Servers • 11 Terabytes of Storage Capacity & Growing • 7 Terabytes of Data Transferred Daily • 72,000,000 + HTTP Requests Served Per Day • 99.7% or Better Uptime Guarantee

33. Security Reliability Cost Control Fully Managed Service Scalability 5 Key Reasons to Choose Blackboard ASP Services

34. Security Reliability Cost Control Fully Managed Service Scalability Reliability: Build Redundancy & Stability • ASP Infrastructures located in Tier-1 Datacenters at key Internet hubs • Multiple physical connections to three Tier-1 ISPs for redundant access to Internet & aggregate 2.4 Gbps capacity • Multiple, Redundant Routers, Firewalls, Load Balancers, Switches & Servers • 4 levels of power backups for 100% power availability • Climate control for optimal network environment

35. Security Reliability Cost Control Fully Managed Service Scalability Security: Protect Network and Backup Data • Physical Security – Tier-1 datacenter security including: • limited access to authorized personnel • identification badges • security cameras • 24x7 on-site security • Network Security – Including: • Firewall & Intrusion Detection System • Full-time Security Engineer • Third Party Audit • Data Security: Multiple levels of database and file backup

36. Security Reliability Cost Control Fully Managed Service Scalability Scalability: Build an Environment to Support Growth • Bandwidth and Storage is Never Capped • Additional Bandwidth on Demand • Available in 1 Mbps increments • Additional Storage on Demand • 10 GB unit increments for Learning System • 1 TB unit increments for Content System • Additional Servers Added as Needs Grow • Additional Active Users Support • Includes incremental bandwidth, storage and hardware • Software Updates/Upgrades Made Easy

37. Security Reliability Cost Control Fully Managed Service Scalability Fully Managed Service: 24x7 Operations and Support • One Stop Client Support from experts who design and host the software • Services backed up by 99.7% Availability Guarantee – credit issued for violations • 24 x 7 ASP Support • Dedicated Application Support Manager • Single Point of Contact for Blackboard Software and Hosting • Two Designated Client System Administrators • Phone, Web and Email based Ticketing System • Escalation and Response Time based on Severity • All Upgrade and Patch Applications Provisioned by Experienced Professionals

38. Security Reliability Cost Control Fully Managed Service Scalability Cost Control: Lower Costs than Self-Hosted • By hosting their Blackboard systems through Blackboard ASP Services, institutions realize significant savings when compared to hosting the systems on campus. • Savings depend on the type & size of implementation & institutions’ circumstance. • Blackboard ASP can provide a customizable three-year Total Cost of Ownership (TCO) calculation document.

39. “My experience with support has been extremely positive. Our upgrade process has always gone smoothly. Everyone at Blackboard Client Support is professional and responsive to our needs."Stuart Roberts, University of Alaska Anchorage “Blackboard is very customer oriented. When I call Blackboard Client support, they are more than helpful.“NancyHarshman, Clemson University Software Maintenance and Support: Basic Gold Platinum Hardware Maintenance and Support: Basic Silver Benefits: Dedicated Technical Support Manager 24 hour support Toll free number Upgrades and Maintenance Access to Behind the Blackboard, the web-based support solution Surveys, newsletters, and other client communication Client service reviews Blackboard Services:Blackboard Client Support

40. Bb Commerce Suite: Hardware Support

41. Bb Commerce Suite: Software Support

42. Platinum Software Support Advantage • Recent enhancements to Platinum Support • One price for all billable support activities (no after hour pricing differential) • Support upgrade extension 3 AM - 9 PM EST • RMA requests highly prioritized for quick turn around • Network Processor – Same Day Shipping • Monthly “System Health Check” Report Card • Case Management Analysis • Review of issues that required advanced testing and troubleshooting to determine root cause and resolution • Recommendations for system maintenance and management • Quarterly Back-up tape verification • Invitation to product Webinars based on client specific needs

43. Blackboard’s Support Standards: The 4 C’s • Competency • Professional and efficient communication • Thorough analysis • Leverage of knowledge resources • Commitment • Exceeding expectations • Ownership • Developing relationships • Holistic and forward-thinking approach to assisting clients • Communication • Responsive • Proactive • Clear • Care • Respect and understanding • Sensitive to the importance of every situation

44. How Blackboard Implements our Support Standards People Performance Indicators Technology Process • System Administrators • Client Advocacy • Underlying Technology Expertise • TSM • AM • Community • User Groups • List_serv • Client Satisfaction • Response Time • Case Reviews • Live Call Rate • Total Contacts • Employee Satisfaction • Cost/Productivity Goals • Organizational/ Maturity goals • Project 24 • Engineering Services • Bb Consulting and Bb ASP Services • Client-driven requirements • Enhancement Requests • Performance Benchmarking Team • Root Cause Analysis • Behind the Blackboard • Peoplesoft • Google • IP Telephony • Parature • Lab infrastructure • “How to” Documentation • Release Notes • Tutorials

45. Summary • Quality service standards • Dedicated Consulting Team • Industry experienced consultants • Client centric deliverables through effective needs assessments • Measured through successful client outcomes

46. Questions, Discussion