account advising & product management @surfnet
DESCRIPTION
Account Advising & Product Management @SURFnet. 2 7 S eptember 2012. Walter van Dijk. This presentation. … e xplains how SURFnet is organized : from a customer perspective a s well as … how ‘ productization ’ is organized within SURFnet a nd concludes with - PowerPoint PPT PresentationTRANSCRIPT
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Account Advising & Product Management @SURFnet
Walter van Dijk
27 September 2012
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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
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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
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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
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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)
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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
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SURFnet - We make innovation work 7
Internal organization
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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
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Lifecycle of services
Product Management is in the lead at each of the phase transitions Marketing activities are focused on the phase transitions
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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
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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
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W
@walingvandijk
walingvandijk
www.surfnet.nl
+31 30 2 305 305
Creative Commons “Attribution” license: http://creativecommons.org/licenses/by/3.0/