Week 22 - Enhancement Requests

This week we will consider enhancement requests - asking for changes to a system, to correct problems, or to bring in new ideas, as part of the support function 

I have provided a copy of the slides in a slightly different way - please let me know how you get on with this method.

We will be providing further feedback on coursework in the seminar and workshop sessions.

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...

Week 16 - completion: installation and support overview

This week we will consider the completion stage in more detail, with an overview of installation and support issues.  The slides are in the installation tab.

In the following weeks, we will examine the related activities in more detail, for example data migration, end-user training, etc.

Week 15 - Review

This week we looked at what we have covered on the module so far.  We are now at the stage where any of the questions from past examination papers on CC2005 Project Planning and Management could be answered, which is the 15 credit forerunner of this module.  

Here are the review slides: