Account Advising & Product Management @SURFnet

Account Advising & Product Management @SURFnet

Walter van Dijk

27 September 2012

This presentation

…explains how SURFnet is organized: from a customer perspective

as well as …how ‘productization’ is organized within

SURFnetand concludes with …some examples of activities that we organize

in order to stimulate service-development & service adoption

SURFnet - We make innovation work 3

SURFnet: the Dutch NREN• SURFnet is the Dutch National Research & Education Network

(NREN)– Services, innovation, knowledge– Not for profit– Task organisation of Stichting SURF = ICT collaboration of higher

education & research

• A small operation serving a large community:– 85 employees– 160 connected institutions– 1 million end-users– Turnover 35 million Euro; 1/3 innovation subsidies

SURFnet - We make innovation work 4

SURFnet: the Dutch NREN

• Our community– Research universities– Universities of Applied Sciences– Academic & teaching hospitals– Research institutes– Research departments of companies– Scientific libraries– Secondary vocational education & training

• SURFnet characteristics: – On the demand side of the market– Global collaboration in innovation– Unique relationship with both users and suppliers– Bridge between R&D and market

SURFnet - We make innovation work 5

Service portfolio 2012

Network Infastructure Collaboration Infrastructure SURFinternetSURFlightpathsConnecting dislocation via IPSURFdashboardSURFopzichter SURFinternetpinnen (guar. 2015)eduroamSURFcert SURFmailfilter (guar. 2015)SURFconsultancySURFdomainnames

SURFconextSURFgroepen (EoL 2012)SURFmedia (EoL 2012)SURFcertificaten (guar. 2015)SURFcontact (EoL 2012)

SURFnet - We make innovation work 6

Organization principles

• Principles– Foster tension between technology and user perspectives in

organization– Management of professionals– Keep people working on innovation and operations close

together (SURFnet outsources all operational management of services)

– Flat organization

• Matrix organization– All people and operations in departments– Innovation in multi-disciplinary teams

SURFnet - We make innovation work 7

Internal organization

Three ‘customer facing’ departments

Account Advising (12) Account Advisers (5) + Support (1) Product & Service Management Network Infrastructure (2) Vendor Management Cloud services (2) Project Managers (2)

Community Support (9) Community Managers Research (4) Product & Service Management Collaboration Infrastructure (5)

Communication & Marketing (5) Corporate communications Knowledge dissemination from innovation & projects Marketing coordination

Lifecycle of services

Product Management is in the lead at each of the phase transitions Marketing activities are focused on the phase transitions

Fostering service development

Innovation meetings Marketplace for innovative concepts Focused on SURFnet employees Three meetings a year with competition (voting) Winning concepts honored with 5-25K

Innovation teams Six teams of 5-10 fte, focused on innovation:Network Infra: Collaboration Infra:1. SURFnet7 Infra 4. SURFconext Infra2. Network Innovation (BoD) 5. CI Vendor Management 3. Mobile/wireless 6. CI Adoption

Fostering service adoption

Enlighten your Research Focus on the adoption of lightpaths & SURFconext Focus on end-users Close collaboration with ICT-departments Winning concepts honored with lightpaths

Campus Challenge Focus on development of campus infrastructure Focus on ICT-management Involvement of lead-users Winning concept honored with co-financing

W

[email protected]

@walingvandijk

walingvandijk

www.surfnet.nl

+31 30 2 305 305

Creative Commons “Attribution” license: http://creativecommons.org/licenses/by/3.0/