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End-user Computing

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refers to the use of computer technology for both business and personal use

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Early 50's and 60's

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Early Computers: they were very large and very expensive to buy and operate because of this they were installed in secure central locations. These computer systems (mainframes) were programmed and operated by computer professionals only

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encouraged the transition of decentralizing computing

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1. the introduction of terminals (integrated keyboards and display screens) located on workers' desks and could be connected directly to large computers 2. development of smaller, less expensive computers that reduced cost

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80's and 90's

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workers in many companies began to use computers on a daily basis

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Major reasons for the growth of decentralized computing

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- The backlog of requests for new computer applications - an increase in the number of knowledge workers -availability of inexpensive personal computers -availability of inexpensive productivity software -the development of user-friendly graphical user interfaces

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Applications development backlog

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refers to the excess demand for computer applications (programs) that could not be met by existing supply of computer professionals available to develop them

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Knowledge worker

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an employee whose primary job is to collect, prepare, process, and distribute information; growth in these correspond to shift from world economy of agricultural and industrial to automated work tasks that rely on computing technology

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microcomputer

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a complete computer: often called a PC, built on a smaller scale than large scale or workgroup systems with a central processing unit (CPU)

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80's

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organizations spent more on programming custom software applications than on hardware

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graphical user interfaces (GUI)

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screen images that enable users to access program features and functions intuitively. Made programs much easier to use than command oriented software that had to be typed at a terminal keyboard (80s and 90s)

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Distributed computing

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describes an environment in which the needs of an organization and its workers determine the location of its computer resources (common during late 90s and 2000s) Relies on servers, wired, wireless, and internet network technology to link workers and clients in a small business or throughout an entire enterprise

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cloud computing

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powerful servers store and process data remotely-delivering information, communication tools, and software applications (apps) on demand to local devices via internet. Can be connected here from variety of desktop and mobile devices provides: processing power, application software, data storage, and support services

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classifying end users

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ENVIRONMENT: personal (home) user or work user SKILL LEVEL: Novice, semiskilled, expert FREQUENCY OF USE: Occasional, frequent, or extensive SOFTWARE USE: word processing email, accounting, or others FEATURES USED: basic, intermediate, or advanced (power users) RELATIONSHIP: internal user (coworker) or external user (client)

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Internal user

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people who work in the same organization that provides technical support services (in house clients)

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external user

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people who are clients or customers who are not part of the organization that provides the support services

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Resources End-Users need

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Basic Hardware Add-on Peripherals Hardware Maintenance and Upgrades Software and software upgrades Supplies Data and Information Technical support Facilities, administration, and overhead total cost of ownership

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Basic Hardware

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electrical and mechanical components that are part of a computer - Central processing unit (CPU), memory, storage space, a keyboard, mouse, monitor, perhaps modem, usually printer

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Peripheral devices

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hardware ad ons that plug into the computer's system unit, either internally (inside the case) or externally -dial-up, broadband, wireless modem for internet -scanner, digital camera -removable disk

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CAD (computer aided design) program

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software package tailored to a specific business

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TCO (total cost of ownership)

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total expenditures necessary to purchase maintain, upgrade and support a user's personal computer or device over its expected useful lifetime

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Hardware

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accounts for 20% of the total cost of ownership

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total cost of ownership to an organization for a personal computer over four year period

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$23,000; or $5800 per year reduced to $3400 if kept in a well managed environment

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Problems Users Experience

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-Waste of resources -User mistakes -Computer crime -Theft of resources -Invasion of privacy -Abusive users -Security threats -Health problems

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software piracy

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when a user illegally copies, or uses computer programs or information

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computer virus

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a piece of software created with malicious intent that can destroy information, erase or corrupt software or data, or adversely affect the operation of an infected computer or other device

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keystroke logger

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a malware program that captures keystrokes a user enters at a PC and transmits the captured information to an external site

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carpal tunnel syndrome

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severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist

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ergonomics

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field that studies how to design a workspace that promotes worker health, safety and productivity

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trends that influenced the demand for user support workers

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-economic recession 2007 to 2009 increase in U.S. unemployment rate -transfer of technical support jobs overseas (lower wages/well trained workers available) reduced demand for IT and technical support workers in U.S. -some organizations that need technical support services now contract with temporary employment agencies then become permanent -some organizations have experienced an increased demand for support workers due to expansion of mobile technologies and increased need for computer security specialists

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Computer user support

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provides information and services to workers or clients to help them solve problems and use computers more productively in their jobs or at home

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technical support

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a higher level support function that focuses on advanced troubleshooting and problem solving

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peer support

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one or more workers whose job titles usually have little to do directly with technology (like office managers, administrative specialists, or accounting department heads) are generally recognized as the person to turn to when a user has a technology question; this form of support is informal

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part-time user support

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often the first step an organization takes toward a formal support function occurs when user support responsibilities are written into an existing worker's position description

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user support team

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organizing the existing part-time support workers; a formal workgroup that provides technology support resources and services; can consist of workers who provide support in addition to other job responsibilities; can also combine full and part time staff into a support group

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help desk

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provides a single point of contact for users in need of technology support services, whether they are internal workers or external clients; may stand alone or be part of a larger user support group

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help desk

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- has a physical location where internal workers or external clients can go when they have a question or problem; or want to request online visit or call - has a telephone number that can be called for assistance - has an email or website or online chat service that workers or clients can contact for tech assistance

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user support center

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provides a wider range of services than a help desk to an organization's internal computer users -consult on tech purchases -training via training center or program -information and troubleshooting assistance provided by a help desk

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outsource

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an organization contracts with a vendor that specializes in support functions to handle problem incidents

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Disadvantages of outsourcing user support

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-usually occurs by telephone or email because on site assistance is expensive -costs are typically predictable -relying on a vendor's staff for important functions and does not develop its own in house tech support expertise -support staff rarely develops a personal relationship with an organization's end user/a personal relationship between end users and support staff means users more likely to report problems and seek help

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workers who provide info services may do these

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-respond to requests for product info -provide solutions to common problems -market and sell products and services -receive and log user complaints about product features -handle warranty claims and authorize product returns or exchanges

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locating information to assist users

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printed vendor manuals, trade books and textbooks, online help, databases, websites, and automated telephone voice response units

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Support standards

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lists of computer products that an organization allows or encourages its workers to use and that it will support reduces support costs

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computer facilities management

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tasks such as network security, media backup, virus detection and prevention, ergonomic analyses, supplies management, preventive maintenance, repairs on hardware and peripherals, and other related tasks

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position description

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a written description of the qualifications for and responsibilities of a job in an organization ; tool that reflects how an organization structures its user support function

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KSA

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knowledge, skills and abilities needed to perform a job

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skill

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a task that can be performed

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ability

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function that an applicant either can or cannot do

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True

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The goal of a early large-scale computers was to automate as much manual processing of business information as possible

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all of these

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Which of these developments account for the trend to decentralized computers in the 1980s and 1990s?

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environment, software use, features used, relationship

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Computer users can be classified by characteristics such as skill level, frequency use,________________, and _______________

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information technology (IT) information services (IS)

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A modern name for the Data Processing Department is _________________

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1990s

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Widespread use of the Internet among business and home computer users first occurred during which decade?

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worker in an organization

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An internal user is a(n)

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false

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Technical support costs are generally included in the purchase price of a technology product, and therefore technical support is free to users

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ergonomics

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_____________ is a field that studies how to design a work environment that promotes worker health, safety, and productivity.

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an invasion of privacy

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Use of a computer to obtain unauthorized access to information about a customer, student, or patient is

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graphical user interface (GUI)

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A(n) _____________ uses pull down menus and screen images that are easier to use than software that require users to memorize and type lengthy commands

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true

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Small companies often meet their need for technology support by combining user support with another position

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true

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A help desk provides a single point of contact for technology users in need of support.

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A physical location where users can get help a telephone hotline users can call for help an email address where users can send a message

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Help desk services can be provided via:

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outsourcing uses expertise a company may not have

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Which of the following statements is an advantage of using outsourcing to provide user support?

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increase

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OVer the next ten years, employment in computer and network support occupations is expected to:

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needs analysis, needs assessment

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The process of matching a user's needs wit supported technology products is called a(n)________

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support standards

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______________ are lists of approved and recommended technology products that an organization is committed to support

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operates a large scale computer

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Which of the following job responsibilities would you least expect to find in a position description for a user support specialist?

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documentation, documents, user manual

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Printed or online tutorial or reference materials for computer users are called________

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knowledge, skills, and abilities (KSAs)

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A(n) ______________ outlines what you need to know or be able to do to perform a job.

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chat session

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A web-based communication between two internet users who are outlined at the same time and alternately type and view messages is called:

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