Scribd
Upload
5 views12 pages

Chapter1 Computer User Support

Chapter 1 introduces computer user support, detailing the historical evolution of computing from the 1950s to the era of cloud computing. It classifies end users based on various factors and outlines the resources they need, as well as the problems they encounter. The chapter also discusses the roles and functions of user support workers and the various organizational structures for providing user support services.

Uploaded by

mytbt2025
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
5 views12 pages

Chapter1 Computer User Support

Chapter 1 introduces computer user support, detailing the historical evolution of computing from the 1950s to the era of cloud computing. It classifies end users based on various factors and outlines the resources they need, as well as the problems they encounter. The chapter also discusses the roles and functions of user support workers and the various organizational structures for providing user support services.

Uploaded by

mytbt2025
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Chapter 1: Introduction to

Computer User Support


Ready-to-Teach Presentation
Based on the provided textbook
Historical Changes in Computer
Use
• - The 1950s and 1960s: Early Computers
• - The 1970s: The First Steps Toward
Decentralized Computing
• - The 1980s and 1990s: The Growth of
Decentralized Computing
• - The Late 1990s and 2000s: The Era of
Distributed and Network Computing
• - The 2010s and Beyond: Cloud Computing
Classifying End Users
• - Environment
• - Skill Level
• - Frequency of Use
• - Software Used
• - Features Used
• - Relationship
Resources End Users Need
• - 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
End-User Application Software
Problems Users Experience
• - Waste of Resources
• - User Mistakes
• - Computer Crime
• - Theft of Resources
• - Invasion of Privacy
• - Abusive Use of Technology
• - Security Threats
• - Health Problems
Addressing the Need for User
Support Workers
How Organizations Provide a User
Support Function
• - Peer Support
• - Part-Time User Support
• - User Support Worker or Work Team
• - Help Desk Support
• - User Support Center
• - User Support as an IT Responsibility
• - User Support Outsourced to a Vendor
User Support Services
• - Staff a Help Desk, Hotline, or Chat Service to
Provide Information
• - Provide Technical Troubleshooting Assistance
• - Locate Information to Assist Users
• - Evaluate Hardware, Software, Network, and
Communication Products and Services
• - Coordinate Organization-Wide Support
Standards
• - Perform Needs Analysis and Provide
Purchase Assistance for Users
Position Descriptions for User
Support Staff
• - Knowledge, Skills, and Abilities
Alternative Career Paths for User
Support Workers
• - Programmer/Developer
• - Network Technician
• - Website Maintainer
• - Support Manager
• - Project Manager
• - Trainer/Technical Writer
• - Security Specialist
Chapter Summary

You might also like