1. 1 NIIF-Hungarnet Towards CRM (Customer Relations Management) at NIIFI Lajos Balint lajos.balint@niif.hu NIIFI TF-MSP meeting Rome, 04.02.2010

2. 2 Dilemma and status Living without CRM –difficult Developing/introducing CRM – difficult Living with CRM –difficult Past and present: A number of activities (quasi CRM components) Lack of integration, lack of harmonisation

3. 3 Development plans 2009-2012 More NREN functions – need for CRM NDP projects (infrastructure/services) Time-scale: 2010-2011 (-2012) Goal: URIM (rather than CRM), portal based (User Relations and Information Mgmt.) Results as yet: Draft specification First architecture variants Schedule of development Preliminary implementation plan

4. 4 Basic goals I. – Web access Planned major WebForm items IPv4 / IPv6 address registration DNS registration LDAP administration AAI / eduroam registration CA registration Mail-box request handling / registration + mgmt. Web hosting service registration / management HPC and Grid access management Home access management Integrated with help-desk functions

5. 5 Basic goals II. – Roleplayers Roles and privileges: Organisational management (admin aspects) Network administrators Backbone managers VoIP / VideoConf management Network operators (lower technical expertise) Grid operators AAI administrators Security coordinator CRM administrator Users of the services (with credentials / certificates)

6. 6 Basic goals III. – Content Important information to be involved: Ticketing (CSIRT, network) Measurement –Network –Collaboration (VoIP, VideoConferencing) –Web statistics –Weathermap –Others (servers) SLA System management Contracts Equipment stock + configuration data base Resources (domains, IP-addresses, mail-boxes, etc.) Network topology Registered requests

7. 7 Development schedule Timeline: Draft specification – early 2009 First architecture variants – mid-2009 Schedule of development – late 2009 Preliminary implementation plan – early 2010 Development and implementation – 2010/2011 Status of functions to be integrated: about 60 %

8. 8 Present status I. – Coverage Covered activities (not yet integrated) IPv4 / IPv6 address registration DNS registration LDAP administration AAI / eduroam registration CA registration Mail-box request handling / registration + mgmt. Web hosting service registration / management HPC and Grid access management Home access management Help-desk functions

9. 9 Present status II. – Deficiencies Development needed: Overall database services CSIRT service integration Backbone and access network data access VoIP / VideoConf management QoS improvement CRM administration Usage of the services needs convincing / persuading

10. 10 Our intention Development / implementation / operation: NREN partners’ - attempts - practices - results - failures to be carefully studied!