Computer Systems and Support

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.