Account Advising @SURFnet Walter van Dijk
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TF-MSP Meeting Rome – 4 February 2010
Account Advising @SURFnetWalter van Dijk
Organisation SURFnet
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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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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
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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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
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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
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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
- 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
SURFnet, grensverleggend netwerk voor hoger onderwijs en onderzoek10
Walter van DijkWalter.vanDijk@SURFnet.nl
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