Chapter 7 - A Guide to Computer User Support for Help Desk...

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A Guide to Computer User Support Fourth Edition by Fred Beisse Chapter 7 Product Evaluation Strategies and Support Standards
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Chapter Objectives In this chapter, students will learn about: • How product and support standards emerged • Common tools and methods for evaluating and selecting computer products • Information resources and decision-making tools for evaluating and selecting products • Typical product support standards • How organizations develop and implement product standards 2
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User Support Role in Product Standards • Support workers often have expertise to evaluate competing products other workers may not have – Eliminates duplication of effort if workers individually evaluate products – Support workers can act as liaison between users and IT staff to represent viewpoints of each group 3
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Product standards : lists of hardware, operating systems, networks, and application software products selected to meet the needs of end users • During 1980s – Significant incompatibility among computer products – Incompatible platforms viewed as a marketing advantage How Product Standards Emerged 4
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Limited opportunities to transfer and share data among users Large inventories of parts required to repair incompatible PCs Increased difficulty to train and equip hardware service technicians to repair different platforms User skills difficult to transfer from one system to another Increased costs to support incompatible systems – Support staff couldn’t be experts on all systems – Training had to be targeted to specific platforms Problems Caused by Product Incompatibility 5
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During 1980s, to reduce acquisition and support costs, companies began to: – Standardize on a few selected hardware platforms designed to meet users’ needs – Adopt standard operating systems and, in the 1990s, standard network operating systems – Limit the choice of application software to a few standard application packages in each software category Early Development of Product Standards 6
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Product evaluation : process of researching and analyzing computer product features, capabilities, and suitability to solve specific user needs Product evaluation process 1. Collect product information 2. Test, compare, and evaluate advantages and disadvantages of competing products 3. Make decisions or recommendations Methods for Evaluating and Selecting Computer Products 7
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Issues in Product Evaluation 1. Performs as advertised?
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Chapter 7 - A Guide to Computer User Support for Help Desk...

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