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: Large, expensive mainframes in
centralized locations; operated by professionals using punch cards.
• - The 1970s: The First Steps Toward Decentralized Computing: Terminals
on desks connected to mainframes and smaller, affordable workgroup
computers appeared.
• - The 1980s and 1990s: The Growth of Decentralized Computing: PCs
became common, GUIs emerged, software grew, costs fell, and knowledge
workers increased.
• - The Late 1990s and 2000s: The Era of Distributed and Network
Computing: Rise of distributed systems; integration of PCs and servers via
networks for enterprise use.
• - The 2010s and Beyond: Cloud Computing: Cloud services provide
storage, processing, and apps; shift back to centralized resources with
flexible access.
Milestones in Computer Technology
Classifying End Users
• - Environment: Home users vs business/enterprise users.
• - Skill Level: Novices to experts, varying by application.
• - Frequency of Use: Occasional to daily or constant use.
• - Software Used: Different apps: word processing, email, databases, etc.
• - Features Used: Basic, intermediate, or advanced features (power users).
• - Relationship: Internal users (employees) vs external users (clients).
Common Categories of End Users
Resources End Users Need
• - Basic Hardware: CPU, memory, storage, input/output devices like
keyboard, monitor, printer.
• - Add-On Peripherals: Scanners, cameras, network devices, storage drives
add capabilities.
• - Hardware Maintenance and Upgrades: Repairs, warranties,
replacements, and upgrading memory or CPU.
• - Software and Software Upgrades: OS and apps, including costs of
upgrades and licenses.
• - Supplies: Consumables like paper, ink, storage media.
• - Data and Information: Internet services and subscription costs for
information access.
• - Technical Support: Help desks, training, installation, troubleshooting
assistance.
• - Facilities, Administration, and Overhead: Furniture, electricity, ergonomic
devices, and management costs.
End-User Application Software
• Includes email, browsers, word processors, spreadsheets, databases,
presentation tools, social media, enterprise software, and more.
Categories of Software Applications
Problems Users Experience
• - Waste of Resources: Inefficient purchases or wasted time reduce
productivity.
• - User Mistakes: Errors like deleting files or misusing software.
• - Computer Crime: Fraud, identity theft, or selling sensitive data.
• - Theft of Resources: Software piracy, stealing devices or services.
• - Invasion of Privacy: Unauthorized access to personal or sensitive data.
• - Abusive Use of Technology: Misuse such as harassment, offensive
content.
• - Security Threats: Viruses, malware, spam, denial-of-service attacks.
• - Health Problems: Ergonomic issues, stress, repetitive strain injuries.
Common Problems in End-User Computing
Addressing the Need for User Support Workers
• Organizations need ongoing support; demand for IT and support jobs
continues to grow.
How Organizations Provide a User Support
Function
• - Peer Support: Informal help from colleagues with expertise.
• - Part-Time User Support: Support tasks assigned along with other duties.
• - User Support Worker or Work Team: Dedicated staff or teams specializing
in support.
• - Help Desk Support: Central point of contact for troubleshooting and
information.
• - User Support Center: Broader services including training,
troubleshooting, and consultations.
• - User Support as an IT Responsibility: Support integrated under IT
department management.
• - User Support Outsourced to a Vendor: Third-party vendors provide
support, often remotely.
Ways Organizations Provide a Support Function
User Support Services
• - Staff a Help Desk, Hotline, or Chat Service to Provide Information: Handle
questions, product info, and complaints.
• - Provide Technical Troubleshooting Assistance: Resolve complex
hardware, software, or network issues.
• - Locate Information to Assist Users: Find manuals, guides, and resources.
• - Evaluate Hardware, Software, Network, and Communication Products
and Services: Assess and compare technologies for suitability.
• - Coordinate Organization-Wide Support Standards: Establish approved
tools/products to reduce costs.
• - Perform Needs Analysis and Provide Purchase Assistance for Users:
Match products to user requirements and assist with purchase.
• - Provide Installation Assistance: Set up hardware, software, and
peripherals.
• - Provide Training on Technology Use and Operating Procedures: Teach
users how to operate systems and applications.
User Support Functions in Organizations
Common User Support Services
Position Descriptions for User Support Staff
• - Knowledge, Skills, and Abilities: Technical expertise, problem-solving,
communication, and customer service skills.
Alternative Career Paths for User Support
Workers
• - Programmer/Developer: Design and build software.
• - Network Technician: Maintain network systems.
• - Website Maintainer: Develop and update websites.
• - Support Manager: Oversee support operations.
• - Project Manager: Lead IT and support-related projects.
• - Trainer/Technical Writer: Educate users and prepare manuals.
• - Security Specialist: Protect systems from threats.
Chapter Summary
• Reviewed historical changes, end-user types, resources, problems, support
functions, services, and career paths.
Reasons for the Growth of Decentralized
Computing
