1. www.uni-c.dk Support for schools NORDUNet 2003 Kurt Bøge (kurt.boge@uni-c.dk)

2. www.uni-c.dk Overview Sektornet – guided tour Support Questions and answers

3. www.uni-c.dk Sektornet – a guided tour Basic network Security Services Support

4. www.uni-c.dk Basic network + 3.000 schools and other institutions with relations to education Homogeneous solution One – and only one – supplier of bandwith (TDC) 32 kb - ? Only one type of equipment - Cisco

5. www.uni-c.dk Security solution A routerbased preconfigured firewall Advanced and highly flexible Administered and maintained by UNI-C Based on the schools needs.

6. www.uni-c.dk Security solution – school perspective.

7. www.uni-c.dk Services (basic services) DNS FTP News Web-hotel – 2.500 hotel rooms SkoleKom – the nationwide e-mail and conferencing service for schools

8. www.uni-c.dk SkoleKom +600.000 users +60.000 closed conferences +2.000 open conferences Larger than hotmail in DK

9. www.uni-c.dk

10. More services and products to support The Toolbox Abuse & CERT Schoolbag SkoDa Newspaper in education Home connection Antivirus School-ict InfoGuide Single Sign On EMU – the electronic meeting point for education

11. www.uni-c.dk

12. Support Different schools have different needs for support Lack of necessary skills Economy

13. www.uni-c.dk Figures - economy 1997 300 schools 30.000 dkk/school/year 2002 + 3.000 schools 4.500 dkk/school/year

14. www.uni-c.dk Establishing support – 1. year Course – Sektornet Basics Written information materials What is a domain name? How to get it How to plan the establishing proces … Kick-off meetings

15. www.uni-c.dk Operational support I Error-detection and correction Basic network Security solutions Services!

16. www.uni-c.dk Operational support II Receptionand processing of administrative orders Additional bandwidth IP-addresses DNS registrations Changes in security solution Activation of Filters QOS Subscription Services Antivirus Access to services SkoleKom School-ict … Web-hotel Extra Changing options Cleaning Scanning

17. www.uni-c.dk Support Channels Phone Mail Fax Written support in SkoleKom conferences

18. www.uni-c.dk Figures (monthly basis) Phone calls: 2.000 Incoming mails:5.000 Fax< 200 Written support200

19. www.uni-c.dk Other tasks Distribution of operational information Mail Web-based SMS Abuse / CERT

20. www.uni-c.dk Support organization I Single point of contact 8 external partners supporting roughly half of the schools The other half is supported by UNI-C 20 employees at UNI-C (16 full year’s work for one person) Opening hours 8:00 – 22:00 Monday-Friday One phone number One fax number One e-mail address

21. www.uni-c.dk Support organization II

22. www.uni-c.dk Behind the scenes Working with knowledge Sharing knowledge Internal use: Knowledge base +1.000 look-ups pr. month External use (still to come) Working with quality service agreements internal contacts Tools Call-Tracking Distribution of operational information Error-detection tools Mail-log Phone-log RequestTracker Router access Access to administrative data

23. www.uni-c.dk Call Tracking 1997 Web-based simple system 1999 High ambitions Java application Process handling Call Tracking + 2 full year’s work  2003 High ambitions Standard system Add-On to CRM-system Call Tracking Out-of-the box solution Costs +1.250.000,- dkk +1 full year’s work

24. www.uni-c.dk Working with quality Definering quality Service agreements with the schools (SLA) Agreements with internal groups (OLA) Monitoring quality Registration of enquiries Service agreements embedded in the call-tracking system – alerting and escalating. Logging telephone systems og mail-queues

25. www.uni-c.dk Working with quality II Clear product definitions Identification of types of problems/orders Change products Change working process Making use of predefined forms Automating processes Domain names DNS-registrations Creation and management of Web-hotel rooms

26. www.uni-c.dk Employees and their profile Easy to find qualified persons Many technical students Many employees with a short technical education Some with academic background Some with no formal education

27. www.uni-c.dk Future From service to self-service Orders dns-registrations Additional bandwith Web-hotel, ordering, changing options etc Scanning of network, KAZAA-filter, QOS, … Support as a self-service FAQ’s, trouble-shooting, how-to’s, hot news etc)

28. www.uni-c.dk Links www.uni-c.dk www.sektornet.dk www.skolekom.dk www.emu.dk www.skole-it.dk kurt.boge@uni-c.dk