1. 1 Inputs Physical Resources Environment The General Systems Model of the firm Transformation Process Output Resources Physical Resources Information Processor Data Information and data Standards Management Information Decisions

2. 2 IFS410.81 End-User Support

3. 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. 4 IFS410.81 End User Support

5. 5

6. 6 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. 7 IFS410 End User Support Definition: SYSTEM Group of interrelated components working together to solve a problem

8. 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. 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. 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. 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. 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. 13 Software and Software Upgrades Operating system Applications software packages Software upgrades to new versions

14. 14 Technical Support Installation assistance Training courses Training materials Books and magazines Access to help desks and technical support

15. 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. 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. 17 Problems with End User Computing Waste Mistakes Computer crime Piracy Invasion of privacy Loss of data Computer viruses Health problems