Chapter 8 - A Guide to Computer User Support for Help Desk...

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Unformatted text preview: A Guide to Computer User Support for Help Desk & Support Spets Fourth Edition by Fred Beisse Chapter 8 End-User Needs Assessment Projects Chapter Objectives In this chapter, you will learn about: Basic strategies to perform user needs analysis and assessment Steps analysts take to analyze and assess a users needs Tools that aid a support spet in a user needs analysis project Tasks in managing a user needs assessment project Project management software tools A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 2 Purpose: determine which computer products or services best meet end-user needs Strategy: Understand a users environment and work situation Clarify the problem or objectives Investigate alternative solutions Decide on a solution to meet the users needs Decide whether to purchase or build Process can be formal or informal Overview of User Needs Analysis and Assessment A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 3 Examples of Typical Needs Assessment Projects Select products A computer system A peripheral to add to an existing system An application software package An office network Select services A training program An Internet service provider (ISP) An online media backup service A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 4 Three Phases in Needs Analysis Process Preparation phase Goal is to understand the problem, goals, decision criteria, stakeholders, and information needed for a project Investigation phase Goal is to understand the present situation and alternatives to it Decision phase Goal is to develop a model of a proposed system and decide whether to build or buy it A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 5 User Needs Analysis Phases and Tasks A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 6 What is the environment into which the future system will fit? Goals of the organization, department, or user For-profit or not-for-profit Plans for growth or expansion Attitude about technology (organizational culture) Experiences adopting previous technology changes Budget for computer systems and services Level of staff expertise Step 1: Understand the Organizational or Users Goals A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 7 Which criteria will affect the decision? Is this project feasible? Feasibility : investigates constraints that impact a project Economic feasibility - Budget constraints Operational feasibility - Impact on other systems & personnel Technological feasibility - State of technology Timeline feasibility - Time constraints Step 2: Understand the Decision Criteria and Constraints A Guide to Computer User Support for Help Desk & Support Spet, Fourth Edition 8...
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Chapter 8 - A Guide to Computer User Support for Help Desk...

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