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Questions and Answers
What is the primary focus of technical support?
What is the primary focus of technical support?
What does Total Cost of Ownership (TCO) include?
What does Total Cost of Ownership (TCO) include?
What is a User Support Center?
What is a User Support Center?
What is the primary role of a User Support Team?
What is the primary role of a User Support Team?
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What does a User Support Center provide to internal computer users?
What does a User Support Center provide to internal computer users?
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What may a User Support Team include?
What may a User Support Team include?
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What is the term for a small-scale computer built around a microprocessor?
What is the term for a small-scale computer built around a microprocessor?
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What is the process of determining the features and configuration of hardware and software for a user's specific needs?
What is the process of determining the features and configuration of hardware and software for a user's specific needs?
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What is the term for contracting with a vendor to handle user support functions?
What is the term for contracting with a vendor to handle user support functions?
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What is the term for informal user support provided by colleagues in an organization or department?
What is the term for informal user support provided by colleagues in an organization or department?
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What is a hardware add-on that plugs into a computer's system unit?
What is a hardware add-on that plugs into a computer's system unit?
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What is the term for the theft of computer resources such as software, services, or data?
What is the term for the theft of computer resources such as software, services, or data?
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What is a written description of the qualifications for and responsibilities of a job in an organization?
What is a written description of the qualifications for and responsibilities of a job in an organization?
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What is a list of technology products that an organization allows or encourages its employees to use and that it will support?
What is a list of technology products that an organization allows or encourages its employees to use and that it will support?
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Study Notes
Computer Terms
- A microcomputer is a complete computer built on a smaller scale, with a microprocessor as the central processing unit (CPU), and is often called a personal computer or PC.
Needs Analysis
- Needs analysis is an investigation to determine the features and configuration of hardware and software that will best match a user's specific needs, also called needs assessment.
Outsourcing
- Outsourcing involves contracting with a vendor that specializes in user support functions to handle support incidents for internal and external users.
Peer Support
- Peer support is an informal level of user support where colleagues in an organization or department exchange information and provide assistance about technology use and problems encountered.
Peripheral Devices
- Peripheral devices are hardware add-ons that plug into a computer's system unit, either externally or internally, and include:
- Input devices (keyboard, scanner)
- Output devices (monitor, printer)
- Input and output devices (modem, network interface card, touch display screen)
- Storage devices (magnetic media, memory media, optical media)
Piracy
- Piracy is the theft of computer resources, including software, services, or data, often involving illegal copying, distribution, or use of computer programs or information.
Position Description
- A position description is a written description of the qualifications for and responsibilities of a job in an organization.
Support Standards
- Support standards are a list of technology products that an organization allows or encourages its employees to use and will support, limiting the products that staff supports to reduce support costs.
Technical Support
- Technical support is a higher-level user support function that focuses on advanced troubleshooting and problem-solving, dealing with more advanced and difficult problems than computer user support.
Total Cost of Ownership (TCO)
- TCO is the total expenditures necessary to purchase, maintain, upgrade, and support an end user's personal computer or mobile device over its expected useful lifetime, including:
- Hardware costs
- Software costs
- Network connectivity costs
- Communications costs
- Information costs
- Training costs
- Technical support costs
User Support Center
- A user support center is a group or department in an organization that provides a wide range of resources and services to internal computer users, including:
- Help desk assistance
- Consultation on product purchases
- Training
- Facilities management
User Support Team
- A user support team is a formal workgroup organized to provide technology support services, which may include combinations of full- and part-time and peer support.
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Description
Explore the basics of computer systems, including microcomputers, needs analysis, and outsourcing support functions.
