Chapter 13 • Leading the Information Systems Function 545- TroubleshootingA hotline or help desk 24/7 or as needed
- ConsultingOne-on-one consulting with IS specialists on application development, query tools, and so on
- Training and EducationTechnology (tool) training in classroom setting as well as self-paced e-learning modules; educa-
tion in system development methodologies, security procedures, and so on - Tool Research and EvaluationIdentifying and evaluating new end-user tools and recommending products for trial by users
- Tool Purchasing, Installation and MaintenanceHardware, software, networks
- Information SharingFormalizing communications between support personnel and end users, as well as across and end-
users groups; typical sharing mechanisms include newsletters, Web pages on an intranet, and periodic meetings for users
to evaluate new tools and share development and technology “tips”
FIGURE 13.8 Service Level Agreements for Desktop Support
Service Level Agreements (SLAs) by Severity Level of Desktop Problem
80% of Severity 1 problems will be resolved in 4 hours; 95% in 24 hours
80% of Severity 2 problems will be resolved in 8 hours; 95% in 24 hours
80% of Severity 3 problems will be resolved in 3 business days; 95% in 5 days
80% of Severity 4 problems will be resolved in 5 business days; 95% in 15 daysFIGURE 13.9 Common Support Services for Computer Users
Some organizations have used help desk positions as an
initial training ground for entry-level IS department
positions; in a very short time, the new employee gained a
firsthand appreciation of the difficulties faced by the orga-
nization’s business users. However, just as many compa-
nies today are outsourcing some of their customer service
support to organizations that can easily support customers
in different time zones at a lower cost, many help desks for
internal computer users are also being outsourced. Help
desk personnel (both in-house and those working directly
for an external vendor) typically are guided by computer
tools that provide them with “scripts” to follow to help
them document and/or diagnose a problem in response to
telephone inquiries. Today’s network administrators also
have an array of sophisticated tools to help them trou-
bleshoot problems at remote sites.
Supporting users also involves preparing employ-
ees for new application systems and upgrades of existing
software that can impact the way a user gets his or her
work done. For example, when new versions of an oper-
ating systems (e.g., Microsoft’s Vista or Windows 7) or a
major revision of a personal productivity package (e.g.,
Microsoft’s Office) is involved, user training as well as
upgrading a user’s computer equipment (e.g., adding
more memory or disk storage space to support the new
software) may be required. By the late 1990s many
organizations adopted a three-year replacement strategy
for personal computer hardware to more easily handle
such upgrades. However, some organizations have found
that a five-year replacement strategy can be sufficient for
some computer users.
The list in Figure 13.9 also includes not just tool
training but also user education: Training refers to learn-
ing to use a specific tool or software application. IS edu-
cation refers to more general computer literacy—such as
learning “best practices” and alternative methodologies
for user-developed applications or better managing their
e-mail (see the box “Training for E-Mail Hoarders”).
Many organizations have attempted to reduce
classroom training costs by providing self-paced training
alternatives. Large firms in particular have found it cost-
effective to invest in learning management systems.
Intranet tools for sharing solutions to common problems
and answers to frequently asked questions (FAQs) can also
reduce support costs.
The outsourcing of user training has also become
more popular as firms have begun to standardize on office
productivity tools and other purchased software whenever
possible. However, it should be noted that by turning
over classroom training to an outside firm, a desktop sup-
port organization may lose a valuable opportunity for
education on company-specific IS issues as well as an
opportunity to establish a support-service relationship
with business users.