Account Advising & Product Management @SURFnet

1. Account Advising & Product Management @SURFnet • 27 September 2012 Walter van Dijk

2. Thispresentation • …explainshow SURFnet is organized:froma customer perspective as well as • …how ‘productization’ is organizedwithin SURFnet andconcludeswith • …someexamples of activitiesthat we organize in order tostimulate service-development & service adoption

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 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 SURFnet - We make innovation work

8. 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

9. Lifecycle of services • Product Management is in the lead at each of the phase transitions • Marketing activities are focused on the phase transitions

10. 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 Infra 2. Network Innovation (BoD) 5. CI Vendor Management 3. Mobile/wireless 6. CI Adoption

11. 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

12. Walter.vanDijk@SURFnet.nl @walingvandijk walingvandijk www.surfnet.nl +31 30 2 305 305 Creative Commons “Attribution” license: http://creativecommons.org/licenses/by/3.0/ W