1

Inputs

PhysicalResources

Environment

The General Systems Model of the firm

TransformationProcess

OutputResources

PhysicalResources

InformationProcessor

Data

Informationand data

Standards

ManagementInformationDecisions

2

IFS410.81 End-User Support

3

IFS410.81 End User Support

• While a problem can be harmful or potentially harmful to a firm in a negative way, it can also be beneficial or potentially beneficial in a positive way

• The outcome of the problem-solving activity is a solution

• A decision is a particular selected course of action

4

IFS410.81 End User Support

5

IFS410.81 End User Support

6

IFS410.81 End User Support

• Benefits:– Match Capabilities and Challenges– Reduce Communications Gap  

• Risks:– Poorly Aimed Systems   – Poorly Designed and Documented Systems   – Inefficient Use of Information Resources  – Loss of Data Integrity– Loss of Security    

– Loss of Control  

7

IFS410 End User Support

• Definition: SYSTEM

• Group of interrelated components working together to solve a problem

8

IFS410.81 End User Support

• A structured problem consists of elements and relationships between elements, all of which are understood by the problem solver

• An unstructured problem is one that contains no elements or relationships between elements that are understood by the problem solver

• A semi structured problem is one that contains some elements or relationships that are understood by the problem solver and some that are not

9

IFS410.81 End User Support

• Programmed decisions are:– repetitive and routine– a definite procedure has been worked out for

handling them

• Non programmed decisions are: – novel, unstructured, and unusually

consequential. There’s no cut-and-dried method for handling the problem

– it needs a custom-tailored treatment

10

End User Classification

• Environment: home or personal user versus corporate or organizational user

• Skill level: novice, unskilled, semi-skilled, expert• Principal applications: for example, word

processing, e-mail, accounting• Frequency of use: occasional, frequent, constant• Features used: basic, intermediate, and advanced• Location: internal user versus external user

11

Resources End Users Need (Overview)

• Basic Hardware• Add-on Peripherals• Hardware maintenance and upgrades• Software and software upgrades• Supplies • Data and information• Technical support• Facilities, administration, and overhead

12

Hardware Maintenance and Upgrades

• Hardware warranty period• Extended warranty

• Common Upgrades– Additional internal memory– Increased CPU speed– Additional hard disk drive space– Increased peripheral speed (e.g., modem or printer)– Enhanced sound system– CD burner– DVD player or burner– Other system components

13

Software and Software Upgrades

• Operating system

• Applications software packages

• Software upgrades to new versions

14

Technical Support

• Installation assistance

• Training courses

• Training materials

• Books and magazines

• Access to help desks and technical support

15

Total cost of ownership

• All of the accumulated costs to purchase, upgrade, and support a personal computer system over its expected useful lifetime.

• The total cost of ownership includes – Hardware

– Software

– Network

– Information

– Training

– Technical support costs

16

End User Application Software

• Electronic Mail

• Instant Messaging

• Web Browser

• Word Processor

• Spreadsheet

• Database Management

• Graphics

• Planning and Scheduling

• Desktop Publishing

• Web Site Development

• Educational Software

• Entertainment software

• Mainframe applications

17

Problems with End User Computing

• Waste

• Mistakes

• Computer crime

• Piracy

• Invasion of privacy

• Loss of data

• Computer viruses

• Health problems