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A final project report on End-user Computing and the provision of End-user services. The report covers topics such as End-user IS services, desktop services, managed network services, and End-user Development. It also discusses the benefits of managed network services and the advantages of EUC and VDI. from the Capital University of Science and Technology, submitted in the ITC (CSP1003) course during semester 02, section 03.
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Topic: “End-user computing – providing End-user services”
Topic: “End-user computing – providing End-user services”
End user IS services are divided into three main categories. End-User Training Desktop Architecture and Customization Desktop Services Commandeered with this obligation, end-user training handles technical job preparation and provides software training programs. The community for Desktop Design and Customization looks at the latest and greatest technologies in hardware and software. As required, they also customize settings. Process ownership is provided by Desktop Services. END-USER TRAINING: The End-User Training Group's duties include meeting the training needs of standard office automation software, such as electronic mail, as well as programs and/or systems created by internal staff via person and group instruction. The functions of end-user training are as follows: Developing course outlines, visual aids, and end user handouts for training classes offered. Participating in the evaluation and determination of standard office automation software products. Receiving and processing training requests. Scheduling training classes to ensure adequate levels of response to customer requests.
Topic: “End-user computing – providing End-user services” Providing training to lower-level desktop technicians. Responsible for establishing performance and tuning guidelines. Providing desktop analysis as required. Responsible for desktop automation practices. Responsible for requirements analysis. Responsible for software implementation. Responsible for end-user development management. DESKTOP SERVICES: Desktop Services provides all desktop customers with regular assistance. This is a labor- intensive profession. The functions of the Desktop Services group include the following: Providing desktop patrol. Responsible for hardware and software installs. Responsible for level 2 support and troubleshooting. Implementing software distribution rollout. Maintaining inventory. Providing remote customer support (telecommuting). Responsible for telecommuting installs. Responsible for access administration. Responsible for desktop asset management. Providing procurement interface. Responsible for moves of desktop computing environment. FOCUS OF END USER IS SERVICE: Focus of End user IS service is helping organizations achieve their business objectives through their most important asset, their people. ROLE OF END USER IS SERVICE:
Topic: “End-user computing – providing End-user services”
Managed network services are networking software; functions and services that corporations outsource to a managed service provider to remotely run, track and maintain Managed Service Provider (MSP). Those businesses that don’t have enough resources to manage their own IT infrastructures, the best solution for it is to outsource managed network services to a managed service provider (MSP). The MSP can run, track and manage their respective IT environments by outsourcing these services. Managed network services range from basic network access and transport services like traditional leased WAN and LAN lines to newer software-defined WAN (SD-WAN) connections and virtual network services HISTORY OF MANAGING NETWORK SERVICES: For decades, network operators have provided managed services. An early example of a managed service established in the 1960s is Centrex, a managed private branch exchange (PBX) service. Centrex delivered enterprise telephony services remotely using telecommunications equipment and software operated by the telephone company and installed at switches in its headquarters, not at the premises of the customers. Over the years, managed services continued to adapt as networks changed. When the monopoly of the Bell System was broken up in 1984 and seven independent Regional Bell Operating Companies (RBOCs) were formed to provide local telephone services, some business customers wanted the option to negotiate with one provider instead of individually negotiating services with the RBOC. This has contributed to further growth in communication services under control. The 1996 Telecommunications Act led to the emergence of competitive local exchange carriers (CLECs) which in addition to the RBOCs, could provide communications services. Customers also had a broader variety of manufacturers from which to select. The primary managed service provider often handled its customers' ties to other service providers to ease the management of various connections with different service providers.
Topic: “End-user computing – providing End-user services” to avoid risk with their particular industry expertise and experience, especially with security and compliance issues. II. REDUCE AND CONTROL EXPANSES: Identifying where the expenses come from and finding out how they add up can be a problem when you're doing IT on your own. Based on your IT needs, a managed service company would be able to send you a line-by-line overview of where your expenses come from. And, since operating with a managed service provider would take your costs and turn them into a fixed cost expense, your expenditures will become regulated and more predictable. III. ENHANCE SECURITY: 70 percent reported not being prepared for a cyber-attack, according to a survey of over 4, organizations. Meanwhile, IBM reports that cybercriminals target companies an average of 16,858 times a year. It is important that companies of all sizes adopt some sort of IT protection to protect their networks and sensitive data with cybercrime on the rise. You will be able to collaborate with experts by partnering with a managed network service provider to improve the security for the entire voice and data network. To secure the company from malware, viruses, spam, and other cybercrime boats, the majority of managed service providers provide software and various goods. IV. STREAMLINE PRODUCTIVITY: The greatest benefit is that, when the service company’s deal with the rest, the service helps you to concentrate on making your company the best it can be. Businesses have limited capital, and there is limited time and energy for any business leader. Only when the networks are completely operational will an enterprise achieve its maximum potential. IMPORTANCE: Control IT Costs Gets You Access to Well-Tested Technology Gives You Qualified IT Specialists Strengthens Network Security Provides 24/7 Monitoring Guarantees Fast Response Times Gives Proactive Support Ensure Efficient Data Backup
Topic: “End-user computing – providing End-user services” BENEFITS OF MANAGING NETWORK SERVICES: Provides scalable and reliable IT solutions with the ability to extend them along with the developing market Improving the company's connectivity through the selection of the best network architecture impacts employee productivity and performance growth and lowers communication costs.
and maintenance of local area networks.
End-user computing (EUC) refers to computer systems and platforms that help non- programmers create applications. However, there's tons more to EUC and its related technology, virtual desktop infrastructure (VDI), which essentially hosts desktop environments on a central server. It's considered a sort of desktop virtualization. OBJECTIVE: The objective is to identify all the key applications or databases that are critical to daily operations and combine those into the same optimized platform as the desktops. USE: Now a days business require new ways to growth, remain successful, and to survive in business world. End User Computing affects how users, with multiple devices, are able to access their applications & data from anywhere at any time. Organizations typically arrange some form of VDI to provide secure access for EUC.
Topic: “End-user computing – providing End-user services” ADVANTAGE: Advances in cloud technology and integration have also greatly impacted EUC and VDI. Organizations now need multiple options to help enable worker productivity while also securing data, lowering costs, and managing highly variable workloads. A robust cloud infrastructure helps support that. A hybrid approach to physical, virtual and cloud desktops is inevitable – and a best practice.
A help desk, in the context of IT, is a department inside an organization that is responsible for answering the technical questions of its users. Most major IT companies have set up help desks to respond to questions from their customers. The questions and their answers are usually transferred using e-mail, telephone, website, or online chat. Additionally, there are internal help desks aimed at offering the same form of help, but only for the employees within the organization. A standard help desk offers a single point of contact for users to get assistance. Normally, the help desks handle requests by using help desk software, or issue tracking system, which enables the help desk operators to keep track of the user requests using a unique identifier, easily find solutions to common queries, prioritize cases, and so on. HELP DESK SETUP: Depending on the size of the organization, a help desk can range from one person with a phone and a PC answering questions all the way up to a multi-national structure with thousands of agents aided By IT support software solutions.
Topic: “End-user computing – providing End-user services” KEY FEATURES OF IT HELP DESKS: I. USER-FRIENDLY INTERFACE: Remember, an IT helpdesk will also be used by non-technical members of the organization. Therefore, it does not matter how advanced helpdesk software is if users cannot adapt to them easily. When deciding on an IT helpdesk, keep convenience in mind. Efficient software supports the learning curve of the employees who will use it. II. USER IMPORTATION: Every employee who will use the new helpdesk software needs to be imported as either a user or an agent. Depending on your company size, importing users/agents can take time. An IT helpdesk that allows user importation through the company’s active directory, Lightweight Directory Access Protocol (LDAP) or comma separated values (CSV) files will save you a lot of time. III. GROUPING USERS/AGENTS: Apart from tagging employees as either users or agents, the users also need to be grouped into locations or departments. On the other hand, the agents need to be grouped based on their knowledge level and skills set. This will help your organization with better ticket management. Agents with top skill sets can help in handling priority tickets. IV. EFFICIENT TICKET MANAGEMENT: An efficient ticket management and tracking system are one of the key features companies need when looking for an IT helpdesk. The software must be able to organize and monitor the active and passive tickets. Analyzing the software’s active ticket presentation is important. Depending on your service- level agreement (SLA) or business priorities, it is important to analyze how software presents active tickets. This will ensure that your business needs are in line with the ticket management system. Some tickets require the participation of multiple team members. There are also some tickets, which share a similar cause that can be grouped. An IT helpdesk that allows easy reassignment and escalation process can help team members fix tickets faster and improve workflow.
Topic: “End-user computing – providing End-user services” FOR INTERNAL CUSTOMER IT questions, the help desk is supported by IT support Software like IT Service Management and its applications, including: Incident Management Problem Management Request Management Mobile Agent Agent Workspace Employee Service Center FOR EXTERNAL CUSTOMER REQUESTS: The help desk is enabled by customer support software solutions Like Customer Service Management. Good help desk software helps help desk agents to deal with a variety of end-user “contacts” are they related to incidents, requests for service or information, or complaints precisely once. RESPONSIBILITIES OF HELPDESK: Capturing and recording the relevant details of all incidents, requests, complaints, and other end-user issues. In addition to providing a means for help desk agents to enter those details, the help desk software also allows the direct capture from end- user self-service logging, email integration, and automatic capture from monitoring tools and devices. Allocating and routing issues to the appropriate help desk agents or directly to second- or third-line support staff. The help desk software will also manage the transfer of tickets between different help desk agents and resolution groups. Managing and reporting on ticket statuses, so staff and customers can easily check on the status and progress of their tickets. Management can also get visibility into help desk workloads, team and individual performance, service level achievement, and end-user customer satisfaction and feedback. Facilitating self-service to help reduce help desk workloads, with the help desk software’s knowledge base and knowledge management capabilities helping end users to help them.
Topic: “End-user computing – providing End-user services”
EUD (End-User Development) is "a set of methods, techniques and tools that allow users of software systems, who are acting as non-professional software developers, at some point to create, modify, or extend a software artifact" USES OF EUD: End user development allows end users to modify or develop the user functionality and interface of software. End users know their personal framework and requirements better than anybody else and they usually have real-time understanding of shifts in their respective areas or fields that is why this is valuable. It tunes software to suit their needs more closely than would be possible without EUD. HISTORY: Prior to the 1980's, most computing occurred on mainframes controlled by professional developers in information systems departments. End users had little influence over the form and function of software running on a mainframe, which they generally viewed through simple terminal windows and controlled with simple textual commands. Spreadsheets were the first major EUD programming environment made possible by these innovations (Bricklin et al 1979), beginning with VisiCalc, then continuing with Lotus 1- 2 - 3 and Excel. Although users of spreadsheet systems may not think of themselves as "doing programming," spreadsheet systems are programming environments because their formulas are first-order functional programs. In such programs, the formulas can refer to input "variables" (cell names) and the results of the formulas are computed output values. The availability of spreadsheet software was a major factor in spurring early demand for microcomputers. Newer technologies such as the web and mobile computing have since opened up increasingly diverse and powerful opportunities for end users to create and tailor software. I. TAILORING: Tailoring is any "activity to modify a computer application within its context of use". Tailoring encompasses specifying parameters to an existing application in a way that changes its behavior at a high level of granularity.
Topic: “End-user computing – providing End-user services” ADVANTAGES OF END USER DEVELOPMENT:
Setting’s the organization’s IS strategies covering issues such as integration with business strategy, investment level and whether services are centralized or decentralized. Establishing IS infrastructure (networks, hardware, and software services) implementation of corporate strategy through developing line of business system, ensuring that the company follows ethical or legal codes for health and safety and data protection.
Topic: “End-user computing – providing End-user services” FIVE KEYS TO MANAGING END-USER COMPUTING: I. DRAFT POLICIES: Data governance, along with legal and compliance, needs to draft policies that include these apps under data protection standards. They should also recommend that EUC apps not contain sensitive personal data in the future. II. TAKE STOCK: EUC application management is challenging because most of these apps are stand alone and often hidden. Compliance teams may not even know that such apps exist. Data governance needs to create an inventory of these apps to enforce data protection. III. ANALYZE DATA: After EUC apps are identified, it is important to analyze data to see if there is any sensitive information in use. For example, using special categories such as race, age, etc., are direct violations. Appropriate remediation needs to be taken. IV. ESTABLISH DATA PROTECTION STANDARDS: After identifying the EUC apps and understanding the manner in which they use data, organizations need to establish data protection mechanisms, such as masking fields to conceal identity, when required. V. BRING EUC TO IT: The long-term goal for organizations should be to avoid using stand-alone EUC apps, and eventually bring them under the IT head so better monitoring and support is available. END-USER COMPUTING IS A LONG-TERM RESOURCE SOLUTION End-user computing is a long-term, forward-thinking resource management solution. MANAGEMENT APPROACH TO END USER COMPUTING: Management’s approach to EUC should be designed to fit in with the information systems strategy of the organization. The aim will always be to maximize the benefits and minimize the problems. Two factors needed to be managed: The rate of expansion The level of control
