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Support for schools

NORDUNet 2003

Kurt Bøge (kurt.boge@uni-c.dk)

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Overview

• Sektornet – guided tour• Support• Questions and answers

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Sektornet – a guided tour

• Basic network • Security• Services• Support

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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

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Security solution

• A routerbased preconfigured firewall• Advanced and highly flexible• Administered and maintained by UNI-C• Based on the schools needs.

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Security solution – school perspective.

Ad

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istration

Netw

ork - (A

)

Secu

re 'Op

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ork - (X

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tN

etwo

rk - (P)

Services

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ork - (S

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DSLmodem

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Services (basic services)

• DNS• FTP• News

• Web-hotel – 2.500 hotel rooms• SkoleKom – the nationwide e-mail and

conferencing service for schools

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SkoleKom

• +600.000 users• +60.000 closed

conferences• +2.000 open

conferences

• Larger than hotmail in DK

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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

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Support

• Different schools have different needs for support

• Lack of necessary skills• Economy

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Figures - economy

1997

• 300 schools• 30.000 dkk/school/year

2002

• + 3.000 schools• 4.500 dkk/school/year

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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

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Operational support I

• Error-detection and correction• Basic network• Security solutions• Services!

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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

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Support Channels

• Phone• Mail• Fax

• Written support in SkoleKom conferences

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Figures (monthly basis)

• Phone calls: 2.000• Incoming mails: 5.000• Fax < 200

• Written support 200

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Other tasks

• Distribution of operational information• Mail• Web-based• SMS

• Abuse / CERT

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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

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Support organization II

Co

-ord

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Support1. line support

UNI-Csupportcenter

Regionalsupportcenter

Regionalsupportcenter

Regionalsupportcenter

Regionalsupportcenter

Regionalsupportcenter

Regionalsupportcenter

Regionalsupportcenter

Regionalsupportcenter

2.line support

Net Services

...CERTSektornetServices

BasisnetSecurity

Product Groups

Ne

tsekre

taria

t

Ab

use

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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

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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

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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

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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

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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

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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)

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Links

• www.uni-c.dk• www.sektornet.dk• www.skolekom.dk• www.emu.dk• www.skole-it.dk

• kurt.boge@uni-c.dk