1. Services

2. Blackboard Consulting Blackboard Training Blackboard ASP Services
Agenda
Overview
Managing the Transitions of The Networked Transaction Environment
Blackboard Consulting
Who We Are and What We Do
Blackboard Training
Blackboard ASP Services
Why Choose Blackboard ASP
Blackboard Client Support
How Blackboard Provides Support
Summary and Discussion
Next Steps

3. Blackboard’s Product Strategy
Leading institutions are wiring their campuses to connect people and resources in new and powerful ways.
In moving beyond Meal Plan Administration, these institutions are deploying their core technologies in an effort to establish a dynamic and cohesive commerce and access network.
Blackboard’s product strategy is to develop and support the core technologies that enable a true Networked Transaction Environment.

4. The Networked Transaction Environment
A true networked transaction environment exists when any student, teacher or member of the university community can use a universal account on campus, off campus, and online for all commerce transactions, activities and facilities access and web services.

5. A User’s Perspective of the Networked Transaction Environment
Residential Life
Securely enters and leaves facilities
BbOne
Local merchants accept University ID Card as payment
The Online Campus
Check your account balance,
order items online
Bookstore
Purchase goods and services
Campus Activities
Purchase game tickets
Parking
Pay for garage fees
Food Service
Cafeterias and vending machines

6. The Path to the Networked Transaction Environment
INSTITUTIONAL GROWTH
EXPLORATORY
SUPPORTED
STRATEGIC
MISSION CRITICAL
TRANSFORMATIVE: THE NETWORKED TRANSACTION ENVIRONMENT
A single department solution
Multiple departments supported by a dedicated administrator
Institution wide support for all campus transactions and event access with back-office systems
A central account for all members of the institution that can be utilized both on and off campus and maximum student and faculty convenience.
When any student, teacher, or member of the university community can use a universal account on campus, off campus, and online for all commerce transactions, activities and facilities access and web services.
Phase I
Phase 2
Phase 3
Phase 4
Phase 5
TIME

7. The Benefits of a Networked Transaction Environment
INSTITUTIONAL BENEFITS
EXPLORATORY
SUPPORTED
STRATEGIC
MISSION CRITICAL
TRANSFORMATIVE: THE NETWORKED TRANSACTION ENVIRONMENT
Business Efficiency
Distributed Management
Student & Faculty Service
Safety and Security
New Revenue Opportunities
Phase I
Phase 2
Phase 3
Phase 4
Phase 5
TIME

8. Organic vs. Planned Adoption
Organic Adoption
Organic / Exploratory Adoption
Initially driven by a single application
Application Plateau
Strategic Phase Necessary for continued growth
Planned Adoption
Planned/Foundational Adoption
Initially driven by Executive Sponsor
Adoption across multiple campus businesses
Accelerated growth
Strategic planning upfront
Phase 2
Phase 3
Phase 4
MISSION CRITICAL
FOUNDATIONAL
SUPPORTED
TRANSFORMATIVE
Phase I
Transition 1
Transition 2
Transition 3
MISSION CRITICAL
EXPLORATORY
SUPPORTED
STRATEGIC
TRANSFORMATIVE
Phase I
Phase 2
Phase 3
Phase 4
Phase 5
Transition 1
Transition 2
Transition 3
Transition 4
Transition Management is the key to successful adoption regardless of approach.

9. Managing the Phases of Transition– to Achieve the Networked Transaction Environment
The Transitions represent specific stages that must be managed to allow campus systems to mature and expand service offerings to all campus constituents
Two components for successful transition management
Implementation Approach
A specific process for managing and planning the institution’s maturing needs for expansion to total adoption of daily life services on campus, off campus and online
Implementation Activities:
Those specific activities required for a successful transition at each phase of implementation for expanded service offerings and successful return on investment

10. Blackboard Services
Blackboard Consulting
Blackboard Training
Blackboard ASP
Blackboard Support

11. Blackboard Consulting: Who We Are
100+ consultants
20+ dedicated consultants experienced in leading and assisting with Blackboard Commerce Suite implementations
Consultant Profile
Project managers experienced in software requirements and project implementation
Technical consultants experienced in core Blackboard Commerce Suite hardware and software
Development consultants with special skill sets in programming languages, web technologies, database programming, backup and recovery, and network operations
Experience implementing over 400 client engagements

12. Blackboard Consulting: What We Do
Plan
Implement
Integrate & Customize
Manage
Strategic Planning
Blackboard System Planning
Business Continuity and Risk Management
Solution Implementation
Application Installation and Configuration
Hardware Installation
System Conversion
System “Go Live”
Integration and Customization
Systems Integration
Business Intelligence Reporting
Web-enabled System Management
System Customization
Solution Management
System Maintenance
Recarding
Reconfiguration

13. Blackboard Transaction System Planning
Client Objective
Implement the Blackboard Transaction System to accommodate 20% annual campus student attendance growth
Plan the implementation, perform the installation and train client support personnel for three interfacing enterprise systems within a three month timeframe
Blackboard Consulting Deliverables
Implementation of the Blackboard Transaction System within a three month window
Integration with Best Security System and Residential Management System
Outcomes
Secure and reliable implementation of a Networked Transaction Environment with a clear foundation and path for future growth
Implementation and integration adhering to the client’s “go live” date
Plan
Implement
Integrate & Customize
Manage

14. Blackboard Community System Planning
Client Objective
Unify e-Commerce on campus
Virtually extend the campus card program
Create seamless interface between Bb Academic Suite and Bb Commerce Suite
Blackboard Consulting Deliverables
Community System Planning Workbook
Defined phase activities
Implemented interface between academic and commerce environments on campus
Outcomes
Implemented first phase for students paying fines
Planned second phase activities
Seamlessly integrated Bb Community System and Bb Learning System
Plan
Implement
Integrate & Customize
Manage

15. Business Continuity and Risk Management
Client Objectives
Define business continuity requirements that include a redundant server using a former production server
Implement and test a solution to meet those requirements
Document the solution to ensure the campus and Blackboard is prepared to fail over to the recovery server
Blackboard Consulting Deliverables
Business Continuity Plan
Business Continuity Solution
Qualified Testing
Solution Documentation on campus and at Blackboard
Client Outcomes
Recovery Time Objective (amount of time needed to bring up recovery server):
Less than 2 hours
Loss of Data Exposure: 
Less than 1 minute
Plan
Implement
Integrate & Customize
Manage

16. Application Installation and Configuration
Client Objectives
Implement Blackboard Transaction System, replacing previous solution
Configure system to meet campus business requirements for transaction processing
Integrate with existing systems in place for security and print management
Blackboard Consulting Deliverables
Blackboard Transaction System implementation project plan and management
Integrated solution with Identipass, Equitrac and Follett systems
Installed new point of sale devices and expanded the number of card-accepting locations
Client Outcomes
A fully integrated environment encompassing multiple systems with the Blackboard Transaction System
Expanded the points of services on campus for user convenience
Plan
Implement
Integrate & Customize
Manage

17. Hardware Installation
Client Objectives
Installation of a very large implementation with a variety of hardware components that require complex interconnection to a parking system
Blackboard Consulting Deliverables
Installed door access, value transfer stations, point of sale systems, and ID Works badging system
Interfaced to a complex parking system
Installation completion required in a very tight timeframe
Client Outcomes
In just over a week, all reader hardware was installed
Within the short time frame completed a successful interface between the Blackboard Transaction System and a complex parking system
Plan
Implement
Integrate & Customize
Manage

18. System Conversion Client Objectives Blackboard Consulting Deliverables
Replace an existing Diebold card system with the Blackboard Transaction System
Integrate multiple systems across multiple campuses
Blackboard Consulting Deliverables
Implemented full system replacement
Installed new points of service
Automated integration with payroll, athletic, parking, bookstore and point of sale systems in a short time frame
Integrated with campus portal.
Client Outcomes
Implementation of full system replacement and points of service
Automation of integration with payroll, athletic, parking, bookstore and Micros system in 6 weeks
Expanded integration with custom portal and automated management of athletic funds to ensure NCAA compliance
Custom
SIS Database
Data transfer of Meal $$ and Flex $$ balance info
Person and privilege data
Import of Payroll deduction
Flex $$ Transaction Interface
Bb Extract Reports translated into Great Plains import file
Import and management of Meal $$ per NCAA guidelines
Formatted Micros Report translated into Great Plains import file
Plan
Implement
Integrate & Customize
Manage

19. System “Go Live” Client Objectives Blackboard Consulting Deliverables
Replace existing laundry and dining system on campus
Move to complete IP-based reader family
Expand card-accepting locations to include vending machines, copiers and the bookstore
Blackboard Consulting Deliverables
Developed project plan for implementation of the Blackboard Transaction System including vending machines, copiers, laundry rooms, and dining locations
Enable ability for account holders to check their balances and add money to their accounts
Configure the Blackboard Transaction System before installation enabling a “go live” date in the middle of the school year in the middle of the week
Provide on-site training assistance for office staff as system went “live”
Assist in the transition and reconciliation of funds from former system
Client Outcomes
Experienced a smooth launch of the system after installation and conversion from the previously installed systems with no impact to cardholders
Custom training was provided to all system users on campus
Plan
Implement
Integrate & Customize
Manage

20. Systems Integration Client Objective
Automate the process of calculating merchant reporting, accounting and payment for campus card-based transaction activity via the web
Direct integration to Oracle financials payment system
Blackboard Consulting Deliverables
Designed and delivered web interface for merchant settlement management including customer-definable accounting codes, management fees and merchant variables
Automated merchant disbursement including the general ledger system files for automated integration
Provide integration between the merchant reporting system and the general ledger operation within the financial system for automated reconciliation
Client Outcomes
Eliminated requirement of person days of effort annually and eliminated errors resulting from manual processing
Resulted in a basis for significant merchant growth with minimal incremental management tasks
Provided a more timely settlement with merchants and a potential for increased revenues by charging a higher fee for more frequent disbursement options
Plan
Implement
Integrate & Customize
Manage

21. Business Intelligence Reporting
Client Objective
Provide customized, user defined reports on demand via the web
Blackboard Consulting Deliverables
Created a web-interface that authenticates a user and delivers customized report data to vendors and departments on demand reducing staff time and effort
Client Outcomes
Eliminated the manual effort of compiling data from numerous reports
Decreased the time required to deliver key operational data to vendors and departments
Provided the ability to increase services to vendors by giving direct access to information within 24 hours
Plan
Implement
Integrate & Customize
Manage

22. Web-enabled System Management
Client Objective
Allow any Privilege/Account/Meal Plan changes and/or purchases from a kiosk at the card office.
Provide a web interface to allow office staff to choose options that could assign complete Privilege packages
Ability to deduct the cost from a debit account and open up as an on-line service to cardholders
Blackboard Consulting Deliverables
Developed processes that return all current cardholder information upon request. 
Implemented a process that accepts cardholder change requests from the web application and executes the Privilege and Account changes determined by that application
Client Outcomes
Clemson has the ability to change and modify cardholder information upon request and apply those changes immediately
Cardholder services are vastly improved by self service capability to change and modify plans and purchases of plans online
Plan
Implement
Integrate & Customize
Manage

23. Off Line TIA Transaction Text File
System Customization
Client Objective
Provide an interface to the Blackboard Transaction System – UNIX Edition allowing an offline system to submit transactions via a text file.
Blackboard Consulting Deliverables
Developed a custom, configurable offline interface using Java that can run from any platform: Unix, Windows, Mac, Linux
Developed a process to accept a text file provided by the external system, submit the transactions to the system and creates a log file for easy review
Support for communication through the interface using 128 bit AES encryption
Client Outcomes
University of Pennsylvania uses the offline interface to manually submit withdrawal and refund transactions to the Blackboard Transaction System – UNIX Edition resulting in a more efficient process and reducing errors through automation
Future plans incorporate automating the integration with the offline interface running an hourly batch process
Off Line TIA Transaction Text File
Off Line TIA
File Handler
Transaction
Handler
Blackboard
System
Plan
Implement
Integrate & Customize
Manage

24. System Maintenance Client Objective Blackboard Consulting Deliverables
Required assistance in managing the card system after the loss of staff
Blackboard Consulting Deliverables
Assisted with management and maintenance of the Blackboard Transaction System
Reviewed system operations for efficiency
Assisted in cleaning the system data for improved efficiency
Client Outcomes
Allow campus time to effectively staff card office operations
Enhanced operations to enrich processes on campus
Provided continuous system functionality while searching to replace staff
Plan
Implement
Integrate & Customize
Manage

25. Re-carding Client Objectives Blackboard Consulting Deliverables
Convert social security numbers in the Blackboard Transaction System to new numbering scheme and recard 25,000 cardholders
Blackboard Consulting Deliverables
Replaced the social security numbers within the Blackboard Transaction System
Re-issued 25,000 existing cards to faculty, staff and students
Sorted output to distribute cards in various locations throughout the campus
Client Outcomes
Personalized and distributed 25,000 cards in eight weeks
Plan
Implement
Integrate & Customize
Manage

26. Re-configuration Client Objectives Blackboard Consulting Deliverables
Convert multiple spending accounts to a single, universal account that is accepted on and off campus
Blackboard Consulting Deliverables
Provided tight business analysis and planning management
Converted multiple accounts to a single account while maintaining previous account history
Improved the ability to expand locations on and off campus
Client Outcomes
Delivered a smooth and timely transition to one account
Resulted in a 35% overall increase in deposits and commission revenues in the first year following the conversion
Plan
Implement
Integrate & Customize
Manage

27. Blackboard Training: Who We Are
7 Project Managers, 4 Developers, 4 Technical Consultants
Services Profile
Skilled technical project managers and implementation specialists. Average tenure on job or in industry is 5+ years.
Experience since the early 1980’s with training thousands of users from hundreds of client institutions
Provide standard implementations, training, integration with other client systems, and customized solutions for entire Blackboard Commerce Suite systems.

28. Blackboard Training: What We Do
Types of Training
Training for New Clients: Launch Training
Training for Existing Clients: Refresher Training
Custom Training
Training Series
Blackboard Transaction System Series
Blackboard Community System Series
Training Location Options
Onsite Workshops at client locations
Onsite customized agenda
Regional Events at facilities in Washington DC or Phoenix, Arizona

29. Blackboard Transaction System Training
Client Objective
Training of staff on the use and administration of the Blackboard Commerce Suite for maintaining day to day operations
Blackboard Training Deliverable:
Blackboard Transaction System Launch Training
On-site training for system administrators, system users, system operators and point of service cashiers, providing an introduction to the system for all users.
Blackboard Transaction System Refresher Training
A number of training modules to satisfy varied client demands including training classes for specific system components as well as a full system refresher class.
Client Outcome:
Effective implementation, administration and on-going management of the Blackboard Transaction System on campus.

30. Blackboard Community System Training
Client Objective
Successful implementation and adoption of online services for the campus community through the Blackboard Community System.
Blackboard Training Deliverables
Blackboard Community System Administration
Blackboard Training works with clients to ensure that they are ready to successfully administer the Blackboard Community System. In an onsite or regional format
Blackboard Community System Essentials
Blackboard trainers provide staff, administrators and students with the knowledge required to set up e-Commerce storefronts, build online communities, manage information exchange and deliver community-based information and services effectively using the Blackboard platform
Client Outcomes
Greater adoption and more effective use of online services
Minimized support costs due to strong base of end user knowledge and online support tools

31. Blackboard Custom Training
Client Objective
Training of staff and administrators based on specific clients requirements
Blackboard Training Deliverables
Delivered Blackboard System Administrator training
Provide customized classes at the client location or Blackboard Training facilities
Develop curriculum based on specific client needs
Client Outcomes
Fulfill knowledge gaps on system administration
Secure individualized instruction in familiar location
Blackboard documentation developed to campus configuration for on-going education

32. Blackboard Services: Blackboard ASP Services
Over 300 Customers from All Market Sectors
Over 3 Million Users in our Systems – Over 2 Million Enrolled Users
1000+ Servers
11 Terabytes of Storage Capacity & Growing
7 Terabytes of Data Transferred Daily
72,000, HTTP Requests Served Per Day
99.7% or Better Uptime Guarantee
Corinthian, DeVry and Strayer
250 colleges
Market CAP 500M

33. 5 Key Reasons to Choose Blackboard ASP Services
Cost
Control
Security
Reliability
Scalability
Fully
Managed
Service

34. Reliability: Build Redundancy & Stability
ASP Infrastructures located in Tier-1 Datacenters at key Internet hubs
Multiple physical connections to three Tier-1 ISPs for redundant access to Internet & aggregate 2.4 Gbps capacity
Multiple, Redundant Routers, Firewalls, Load Balancers, Switches & Servers
4 levels of power backups for 100% power availability
Climate control for optimal network environment
How Blackboard ASP Service addresses the Reliability factor: by building redundancy and stability.
Cost
Control
Security
Reliability
Scalability
Fully
Managed
Service

35. Security: Protect Network and Backup Data
Physical Security – Tier-1 datacenter security including:
limited access to authorized personnel
identification badges
security cameras
24x7 on-site security
Network Security – Including:
Firewall & Intrusion Detection System
Full-time Security Engineer
Third Party Audit
Data Security: Multiple levels of database and file backup
How does Blackboard ASP Service address the security factor? By protecting the network in multiple levels (physical and network-wide) and backing up client’s data in multiple levels.
Cost
Control
Security
Reliability
Scalability
Fully
Managed
Service

36. Scalability: Build an Environment to Support Growth
Bandwidth and Storage is Never Capped
Additional Bandwidth on Demand
Available in 1 Mbps increments
Additional Storage on Demand
10 GB unit increments for Learning System
1 TB unit increments for Content System
Additional Servers Added as Needs Grow
Additional Active Users Support
Includes incremental bandwidth, storage and hardware
Software Updates/Upgrades Made Easy
How does Blackboard ASP Service address Scalability factor? By building an expandable network environment and offering a set of value added services for various stages of needs.
Cost
Control
Security
Reliability
Scalability
Fully
Managed
Service

37. Fully Managed Service: 24x7 Operations and Support
One Stop Client Support from experts who design and host the software
Services backed up by 99.7% Availability Guarantee – credit issued for violations
24 x 7 ASP Support
Dedicated Application Support Manager
Single Point of Contact for Blackboard Software and Hosting
Two Designated Client System Administrators
Phone, Web and based Ticketing System
Escalation and Response Time based on Severity
All Upgrade and Patch Applications Provisioned by Experienced Professionals
Cost
Control
Security
Reliability
Scalability
Fully
Managed
Service

38. Cost Control: Lower Costs than Self-Hosted
By hosting their Blackboard systems through Blackboard ASP Services, institutions realize significant savings when compared to hosting the systems on campus.
Savings depend on the type & size of implementation & institutions’ circumstance.
Blackboard ASP can provide a customizable three-year Total Cost of Ownership (TCO) calculation document.
Cost
Control
Security
Reliability
Scalability
Fully
Managed
Service

39. Blackboard Services: Blackboard Client Support
Software Maintenance and Support:
Basic
Gold
Platinum
Hardware Maintenance and Support:
Silver
Benefits:
Dedicated Technical Support Manager
24 hour support
Toll free number
Upgrades and Maintenance
Access to Behind the Blackboard, the web-based support solution
Surveys, newsletters, and other client communication
Client service reviews
“My experience with support has been extremely positive. Our upgrade process has always gone smoothly. Everyone at Blackboard Client Support is professional and responsive to our needs." Stuart Roberts, University of Alaska Anchorage
“Blackboard is very customer oriented. When I call Blackboard Client support, they are more than helpful.“ Nancy Harshman, Clemson University

40. Bb Commerce Suite: Hardware Support
Hardware Support Offerings
Basic
Silver
Depot Repair Services for Bb manufactured products 
Depot Repair Service for third party products
Product shipped to client via Fed-Ex
Confirmation tracking sent to Client
Replacement of worn components as necessary
Expedited Shipping
Temporary Replacement and Availability
On-Site Technical Reader Training (one trip; limit 24 hours)

41. Bb Commerce Suite: Software Support
Software Support Offerings
Basic
Gold
Platinum
Customer Support During Coverage Hours 
24x7 Emergency Customer Assistance.
24 Hour NP Support (Bb Transaction System - UNIX Edition Only)
Software Application Upgrades During Coverage Hours
Software Application Restoration During Coverage Hours
Network Reader Coverage
Emergency Onsite Assistance
24x7 Non Emergency/Troubleshooting Customer Assistance
Off-Hour Scheduled Software Upgrades - 3 hours before or 3 hours after standard business hours
System Administration and Technical Services
Participation in Product Release Conference Calls
Quarterly Report Cards
Disaster Recovery

42. Platinum Software Support Advantage
Recent enhancements to Platinum Support
One price for all billable support activities (no after hour pricing differential)
Support upgrade extension 3 AM - 9 PM EST
RMA requests highly prioritized for quick turn around
Network Processor – Same Day Shipping
Monthly “System Health Check” Report Card
Case Management Analysis
Review of issues that required advanced testing and troubleshooting to determine root cause and resolution
Recommendations for system maintenance and management
Quarterly Back-up tape verification
Invitation to product Webinars based on client specific needs

43. Blackboard’s Support Standards: The 4 C’s
Competency
Professional and efficient communication
Thorough analysis
Leverage of knowledge resources
Commitment
Exceeding expectations
Ownership
Developing relationships
Holistic and forward-thinking approach to assisting clients
Communication
Responsive
Proactive
Clear
Care
Respect and understanding
Sensitive to the importance of every situation

44. How Blackboard Implements our Support Standards
People
Technology
Process
Performance
Indicators
System Administrators
Client Advocacy
Underlying Technology Expertise
TSM AM
Community
User Groups
List_serv
Behind the Blackboard
Peoplesoft
Google
IP Telephony
Parature
Lab infrastructure
“How to” Documentation
Release Notes
Tutorials
Project 24
Engineering Services
Bb Consulting and Bb ASP Services
Client-driven requirements
Enhancement Requests
Performance Benchmarking Team
Root Cause Analysis
Client Satisfaction
Response Time
Case Reviews
Live Call Rate
Total Contacts
Employee Satisfaction
Cost/Productivity Goals
Organizational/ Maturity goals

45. Summary Quality service standards Dedicated Consulting Team
Industry experienced consultants
Client centric deliverables through effective needs assessments
Measured through successful client outcomes

46. Questions, Discussion