Enduser computing

1
End-User Computing (EUC) Strategy
2
Objectives

• The following lecture consider
• The strategy organisations may adopt in the
  management of end-user computing
• The tasks that need to be performed by an
  information systems manager to support end-users

3
Management approach to End-User Computing

• Managements approach to EUC should be designed
  to fit in with the information systems strategy
  of the organisation. The aims will always be to
  maximise the benefits and minimise the problems.
  Two factors need to be managed
• the rate of expansion
• the level of control
• The rate of expansion is managed by
• making hardware/software easier/difficult to
  obtain
• making information easier/difficult to obtain
• imposing/relieving the end-user departments of
  the cost of EUC

4
The levels of control over EUC is managed by

• more or less restrictive standards over the
  purchase of hardware/software
• the level of requirement of mainframe use as
  compared to PC use for applications
• restrictions on access of data.
• The organisation may manage the rate of expansion
  to yield a high or low rate of growth of EUC.
  Similarly may also ensure high or low level of
  control over EUC.

5
The expansion/control matrix for EUC (Curtis 1995)
High
Acceleration
Controlled Growth
Expansion
Containment
Laissez-faire
Low
Low High
Control
6
There are four possible mixes of strategies

• Laissez-faire this is the no policy
  situation. EUC is neither encouraged nor
  controlled.
• Containment here there is a high level of
  control, EUC is channelled.
• Acceleration EUC is encouraged with very little
  control, high risks involved.
• Controlled Growth policies are put in place
  both to encourage expansion and at the same time
  controlled growth. This is a situation in which
  the roles of the end-users and the computer
  centre are clearly specified.

7
End-User Services

• The main end-user services that the information
  systems manager has to provide to support EUC are
  as follows
• Provide a help-desk service this will solve
  problems that users encounter in using the
  software. This will involve troubleshooting in
  all aspects of software/hardware problem
  situations. This service should be delivered as
  quickly as possible.
• Achieve standardisation of software
  applications throughout the organisation should
  be standard to reduce the cost of purchase and to
  enable information transfer.
• Ensure network efficiency reduce network
  downtime.
• Provide training for users in application use
  and/or development.
• Deliver services to end-users cost effectively.
  minimising total cost of ownership which
  includes cost of purchase and maintenance.

8
Help-desk service or Information Centre

• Information Centre (IC) is an American term for
  the help-desk or IT support. The IC provides all
  the services required for end-users to use and
  develop applications
• Many help desks are now outsourced to other
  companies. (Outsourcing is when all or part of
  the information system services of an
  organisation is sub-contracted to another
  company.)

9
The ranges of services typically offered are

• Help desk support for user problems.
• Assisting in software purchase, installation and
  updates.
• Provide guidance in the selection, purchase and
  installation of hardware. This will conform to
  set standards, taking advantage of discounts and
  limiting support contracts.
• Consulting with the user to determine if a
  particular application is appropriate for EUD.
• Assistance in application development.
• Management and supply of data to end-users,
  improving access to shared data.
• Training and education in particular on packages
  or development techniques.