Weeks 20 and 21 - Support: Help Desk and SLA

This week we will continue to consider the Help Desk. Slides are also available for the next topic, where the nature of service level agreements (SLAs) is examined, together with response and resolution targets...this links closely with the targets in the coursework.

Week 19 - Support: Help Desk

This week and next week we will be looking at different models of support - how the help desk will operate, and the nature of interactions with end-users.  The slides are in the support tab.

Week 18 - Support

This week we will examine the nature of support provided for users of information systems, and begin considering targets for different levels of support depending on the nature of the issue.

Week 17 - installation

This week we will look at what is involved in installation: deployment, data migration, business change, training, documentation...