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.
In the report structure, in section 4 it asks about end-user groups. In section 5 it asks about user groups! These are the same right? Im really confused as to who this is. Is the end-user group STITCH and BEST? Or could it be the different departments within SMARTS i.e. Finance, Publicity, Sales and so on
The end-user groups in section 4 are those staff who will be the users of SCIMITAR and FROSTIE. The users in section 5 will be users of *all* systems (as support is not just for SCIMITAR and FROSTIE, but any other IT systems in SMARTS as well)...so that would include all departments. Don't forget the Help Desk staff will provide support, so they will need to know how SCIMITAR and FROSTIE operate, as well as the other systems.
STITCH is the harmonisation group, who recommended setting use BEST (the steering committee). They have a strategic overview of the organisation and how IT can be used to support the operations and decision-making activities.
Training can be face-to-face, using videos, classroom-based, on-the-job, etc. There are several tools and techniques that you might consider suitable, or a combination.
It means which groups of people will be eligible for support, so that will include users of FROSTIE and SCIMITAR, as well as users of other systems within the company. So tailors, pattern cutters, administrators etc will need support on some systems, whereas finance, HR, etc will need support on others. Will suppliers need support? What happens when tailors are visiting clients?...this may be outside normal office hours, so you would need to consider how to deal with these issues.
The current department is Network and Information Systems Services (NISS). When the new help desk is set up, there is a re-branding to Information Systems Services and Technology (ISST) to differentiate from the previous department, where there was no formal help desk.
In the report structure, in section 4 it asks about end-user groups. In section 5 it asks about user groups! These are the same right? Im really confused as to who this is. Is the end-user group STITCH and BEST? Or could it be the different departments within SMARTS i.e. Finance, Publicity, Sales and so on
ReplyDeleteAlso - What training methods are there?
Thanks
The end-user groups in section 4 are those staff who will be the users of SCIMITAR and FROSTIE. The users in section 5 will be users of *all* systems (as support is not just for SCIMITAR and FROSTIE, but any other IT systems in SMARTS as well)...so that would include all departments. Don't forget the Help Desk staff will provide support, so they will need to know how SCIMITAR and FROSTIE operate, as well as the other systems.
DeleteSTITCH is the harmonisation group, who recommended setting use BEST (the steering committee). They have a strategic overview of the organisation and how IT can be used to support the operations and decision-making activities.
Training can be face-to-face, using videos, classroom-based, on-the-job, etc. There are several tools and techniques that you might consider suitable, or a combination.
section 5 support
ReplyDeletewhat does it mean by identify the "different user groups who will have access to the support service"
does this mean the staffs or the department as in finance etc
It means which groups of people will be eligible for support, so that will include users of FROSTIE and SCIMITAR, as well as users of other systems within the company. So tailors, pattern cutters, administrators etc will need support on some systems, whereas finance, HR, etc will need support on others. Will suppliers need support? What happens when tailors are visiting clients?...this may be outside normal office hours, so you would need to consider how to deal with these issues.
ReplyDeletewhat does ISST stand for in section 5?
ReplyDeleteThe current department is Network and Information Systems Services (NISS). When the new help desk is set up, there is a re-branding to Information Systems Services and Technology (ISST) to differentiate from the previous department, where there was no formal help desk.
Delete