Terena Networking Conference, 22 May 2007 Stimulating adoption of NREN services Featuring dashboard

Terena Networking Conference, 22 May 2007

Stimulating adoption of NREN servicesFeaturing dashboard

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NRENs and customers…

You’ve got great services!

But, we don’t use them, sorry…

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Agenda

1. Lack of usage of ‘great services’: possible causes

2. SURFnets action against lack of usage: project stimulating the adoption of services

3. The dashboard platform as orphan house

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Lack of usage?

New services are build every year Security, AAI, Video, Groupcommunications Technology Push AND Demand pull Lifecycle and portfolio management SURFnet involves the institutes in developing

Many service highly rated but…

Many services have few users

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Many services not much used.

Possible causes defined:

1. It is not evident where (new) services can be found. Information about services is scattered everywhere due to innovation islands

2. Services are not mature enough (userfriendlyness, doesn’t fit with customer’s environment)

3. Customers don’t have time/knowledge to implement

4. Customers don’t know benefits and costs

5. Customers don’t know about services due to lack of contact with the NREN

6. Customers don’t need our services (there are alternative products, price to high, etc..)

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Actions SURFnet

Goal: increase number of users of specific services (set hard targets!)

4 subprojects:1.Specific Support to Institutes2.Stimulating Computer Security Incident Response teams3.Marketing Communications4.Dashboard

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1. Specific support to institutes

Account adviser investigates the needs, barriers, cost/benefits, …, at the customer in relation to the services of SURFnet

A contract is signed. The institute agrees to put effort in the adoption of chosen services. SURFnet will deliver specific support

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2. Stimulate CSIRTs

CSIRT teams increase the need of innovative security services

Action: stimulate CSIRTs by

1.TRANSITS CSIRT training:http://www.terena.org/activities/csirt-training/

2.Offer consultancy to support the installation of a CSIRT @ institute

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3. Enhance marketing communication

Aim for personal and to the point communication: Per group, per user?

No mass marketing

Enable communities

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4. Dashboard (improving presentation services)

•One platform for all services

•Added value: combine services, integrate reports, etcetera

•Redesign user interfaces: build corresponding look and feel

•User manuals

•Service monitor (a la nagios)

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Sup

port

?

Core

applica

tions

Info

rmatio

n

iSelf-se

rvice

ap

ps

Monitor tool

SURFnet dashboardWebforms

Theme portal

WebsiteDownloads

SURF groepen

Kennisbank

webapp dienst

Dashboard integrates services, support and

all relevant information within one webservice

Dashboard11

12 <click>

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SURFnet Dashboard Terug Monitoring

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Uitlegt

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Hidden agenda??

No, because

- Institutes want to use SURFnet services

- Institutes have influence in SURFnet service portfolio

- Institutes ask SURFnet to build services they need

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Merci pour votre attention

Maurice van den AkkerMaurice.vandenAkker-at-surfnet.nlwww.surfnet.nl