Service Support Levels: An Organized Approach to End-User Computing.

Author List: Leitheiser, Robert L.; Wetherbe, James C.;
MIS Quarterly, 1986, Volume 10, Issue 4, Page 337-349.
The rapid growth of end-user computing is a double-edged sword: it offers new opportunities for improving the effectiveness of organizations, but it also creates new risks for a firm's information resources. This paper describes an organized approach for effectively managing end-user computing. It is based on the definition of "service support levels" which link support services to responsibilities. These levels form the basis of a cooperative effort between the MIS department and the end user.
Keywords: End-user computing; information management; information policies; personal computing
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List of Topics

#80 0.309 organizations new information technology develop environment challenges core competencies management environmental technologies development emerging opportunities levels based change business technical
#248 0.274 computing end-user center support euc centers management provided users user services organizations end satisfaction applications article ibm step field policies
#255 0.118 mis management article resources sciences developing organization future recommendations procedures informing organizational assessment professional groups area improving conference evaluate activity
#221 0.093 competence experience versus individual disaster employees form npd concept context construct effectively focus functionalities front-end knowledge-intensive stage explores set definition
#264 0.070 risk risks management associated managing financial appropriate losses expected future literature reduce loss approach alternative mitigate failures failure cause mitigation
#211 0.058 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers