4B
User-focussed Engagement
and Service Development
4B
User-focussed Engagement and Service Development
Session outline
Motivation for science engagement
- Jakob Tendel, DFN
Collecting user feedback
- Lauren Rotman, ESnet
Florence Hudson, Internet2
Identifying priorities
- Vincenzo Capone, GÉANT
Interactive panel discussion
- Florence Hudson (chair)
Sylvia Kuijpers, SURFnet
Eli Dart, ESnet
David Salmon, Jisc
Jakob Tendel, DFN
TNC16
User-focussed Engagement and Service Development
Deutsches
Forschungsnetz
14 June, 2016
Dr. Jakob Tendel - DFN
3
TNC16
User-focussed Engagement and Service Development
Science Engagement Motivations
Dr. Jakob Tendel - DFN
TNC16
User-focussed Engagement and Service Development
Overview
• Problem statement
• What?
• Why?
• How?
14 June, 2016
Dr. Jakob Tendel - DFN
5
TNC16
User-focussed Engagement and Service Development
Problem Statement
14 June, 2016
Dr. Jakob Tendel - DFN
6
TNC16
User-focussed Engagement and Service Development
Objective
NREN service
R&E
User
Site
NREN
High value access
Data
On-line services
Operations
Development
according to
R&E User needs
14 June, 2016
Dr. Jakob Tendel - DFN
7
TNC16
User-focussed Engagement and Service Development
End-user relations
Challenges:
End-user feedback
Service experience
• performance
• availability
• ease-of-use
NREN
Service evolution
14 June, 2016
Dr. Jakob Tendel - DFN
8
TNC16
User-focussed Engagement and Service Development
End-to-End - Multidomain
Intl.
REN
Site
REN
REN
REN
REN
Communication
End
system
31. Mai, 2016
Site
End
system
Dr. Jakob Tendel - DFN Geschäftsstelle Berlin
9
TNC16
User-focussed Engagement and Service Development
End-to-End – Coordinated REN
Intl.
REN
Site
End
system
31. Mai, 2016
REN
REN
REN
REN
Communication
•
•
•
•
NOC
PERT / eduPERT
CERT / IRT
AARC / REFEDS
Dr. Jakob Tendel - DFN Geschäftsstelle Berlin
Site
End
system
10
TNC16
User-focussed Engagement and Service Development
End-to-End – Closing the Loop
Intl.
REN
Site
End
system
REN
REN
REN
REN
Communication
•
•
•
•
NOC
PERT / eduPERT
CERT / IRT
AARC / REFEDS
Site
End
system
• End-user engagement
31. Mai, 2016
Dr. Jakob Tendel - DFN Geschäftsstelle Berlin
11
TNC16
User-focussed Engagement and Service Development
What is
science engagement?
14 June, 2016
Dr. Jakob Tendel - DFN
12
TNC16
User-focussed Engagement and Service Development
Science engagement is:
Contribution
• End-to-End communication
• At a level above tech support
Outreach to research data infrastructures
What
is it?
• Operators
• Users
Listen - Learn
• Requirements
• Feedback
Promotion
• Network awareness
• Best practices for WAN
14 June, 2016
Dr. Jakob Tendel - DFN
13
TNC16
User-focussed Engagement and Service Development
Why do
science engagement?
And what is in it for us?
14 June, 2016
Dr. Jakob Tendel - DFN
14
TNC16
User-focussed Engagement and Service Development
Science engagement is important to R&E because:
It works
• It makes data-centric science more efficient
• Faster results
Why
do it?
It’s our job
• It supports distributed R&E
It’s good for us too
• Improved network utilisation
• Science success drives grant awards
• Demonstrating value of REN services
• Drives infrastructure investment
14 June, 2016
Dr. Jakob Tendel - DFN
15
TNC16
User-focussed Engagement and Service Development
How do
science engagement?
A work in progress
14 June, 2016
Dr. Jakob Tendel - DFN
16
TNC16
User-focussed Engagement and Service Development
Some success has been achieved by:
Reaching out to user communities and sites
• Attend conferences
• Surveys
• Engage community and on-site champions
• Connect them to NREN support channels
What
to do?
Providing information
• Document REN expertise
• Publish clear best practices
• Compelling use cases
Evolve and integrate services
•Turn feedback into action
•Reduce barriers to adoption
•Study and improve user experience
14 June, 2016
Dr. Jakob Tendel - DFN
17
TNC16
User-focussed Engagement and Service Development
Reference Material
• eduPERT
• http://services.geant.net/edupert/Pages/Home.aspx
• [email protected]
• GN4-2 SIG-PMV
• http://www.inthefieldstories.net/
• https://fasterdata.es.net/
• https://refeds.org/
14 June, 2016
Dr. Jakob Tendel - DFN
18
TNC16
User-focussed Engagement and Service Development
E-infrastructure cooperation conference
14 June, 2016
Dr. Jakob Tendel - DFN
19
TNC16
User-focussed Engagement and Service Development
Hold questions until the
interactive session please.
14 June, 2016
Dr. Jakob Tendel - DFN
20