Chapter 1

• End-user computing


  The use of computer technology for both business and personal use
• Knowledge worker


  An employee whose primary job is to collect, prepare, process, and distribute information
• Graphical user interfaces (GUIs)


  Screen images that enable users to access software features and functions intuitively, using a mouse or pointing device
• Milestones in the adoption of computer technology

  • 1970s and 1980s: End-user personal computers
  • 1990s and 2000s: Distributed computing
  • 2010s: Cloud computing
• Distributed computing


  Computer resources are distributed throughout an organization according to the location and needs of workers
• Cloud computing


  Computer resources are stored and processed centrally on powerful Internet servers, but delivered locally via software applications (apps)
• Classifying end users


  • Internal users
  • External users
• 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 (TCO)


  Basic hardware + Add-on peripherals + Hardware maintenance and upgrades + Software and software upgrades + Supplies + Data and information + Technical support + Facilities, administration, and overhead
• End-user application software


  • Electronic mail and instant messaging (chat)
  • Web browser
  • Word processor
  • Spreadsheet
  • Database management
  • Presentation graphics
  • Planning and scheduling
  • Desktop publishing
  • Website development
  • Educational and entertainment software
  • Social media
  • Enterprise applications
  • Industry-specific applications
• Problems end users experience

  • Waste of resources
  • User mistakes
  • Computer crime
  • Theft of resources
  • Invasion of privacy
  • Abusive use of technology
  • Security threats
  • Health problems
• Waste of resources


  • Purchase decision by user who lacks expertise
  • User spends excessive time trying to solve a problem
  • Worker spends time on non-job-related activities
• User mistakes


  • User enters incorrect spreadsheet formula
  • User deletes or uninstalls needed software
  • User loses data because information is not backed up
• Computer crime


  • Worker tries to profit from valuable company information
  • User becomes a victim of identity theft by revealing bank account information
• Theft of resources


  • User illegally copies or uses computer programs or proprietary information (piracy)
  • Worker uses company Internet access to sell items online
  • User fails to turn in or report lost USB flash drive
  • Worker installs company's software on home PC
• Invasion of privacy


  • User accesses confidential medical information of family and friends
  • User inadvertently downloads spyware that communicates personal information on the Internet
• Abusive use of technology


  • Worker sends unwanted email to coworker
  • User displays off-color material visible to coworkers
• Security threats


  • User inadvertently downloads virus software or keystroke logger onto office network
  • User forwards email attachments contaminated with a virus
  • User sends spam virus warnings that are hoaxes
• Computer virus


  Software created with malicious intent to destroy information, erase or corrupt software, or adversely affect the operation of an infected computer or network
• Keystroke logger


  Malware program that captures keystrokes and transmits captured information to an external site
• Ergonomics


  A field that studies how to design a workspace that promotes worker health, safety, and productivity
• Health problems


  • User develops carpal tunnel syndrome due to inadequate work breaks
  • Job stress forces user into early retirement
  • Employer refuses to supply ergonomic office furniture
• Economic recession (2007-2009) increased unemployment to over 10 percent and resulted in less user support employment than in the 1990s
• Some technical support jobs were transferred overseas during the economic recession
• Expansion of mobile technologies creates demand for support workers
• U.S. Bureau of Labor Statistics estimates the need for Computer Support Specialists will increase by 17% and Network Support Specialists by 28% from 2010 to 2020
• Computer user support


  Lower level services, help desk services, broad spectrum of services
• Technical support


  Higher level services, advanced troubleshooting, narrower focus
• Forms of user support

  • Peer support
  • Part-time support
  • User support team
  • Help desk
  • User support center
  • User support as IT responsibility
  • User support outsourced to a vendor
• User support services


  • Help desk
  • Troubleshooting
  • Locate information
  • Product evaluation
  • Support standards
  • User needs assessment
  • System installation
  • Training
  • Documentation
  • Facilities management
  • Mobile device support
• Level 1 Help Desk Agent

  Provides initial point of contact for users, handles basic troubleshooting and information lookup, escalates complex issues to higher-level support
• Network Support Technician


  Responsible for installing, configuring, and maintaining network hardware and software, troubleshooting network issues, and providing user support
• Knowledge, skills, and abilities for user support workers

  • Knowledge: Years of education, Degree, Certification, List of specific topics
  • Skills: Expertise based on practice and experience
  • Abilities: Physical, Language, Special
• Alternative career paths for user support workers

  • Programmer/developer
  • Network technician
  • Website maintainer
  • Support manager
  • Project manager
  • Trainer/technical writer
  • Security specialist