It460

Unit 9: System Maintenance and Support

Natasha Joseph

Kaplan University

Professor Michael Renick

IT460: System Analysis and Design

September 3, 2013

System Maintenance and Support

An Information system needs Support and maintenance to keep it running and up to par. A system needs support when it becomes fully operational and continues that path until it reaches it’s useful life. The system support focuses on two major roles; they include day to day monitoring and maintenance of the computing infrastructure and proving technical support for the staff. In this scenario Jesse wants a recommendation about an SCR help desk which she suggests I can get information about on the internet, she also wants a detailed plan submitted which discusses what the help desk offers, the internal support options, the external support options and sample vendor options and finally a recommendation that details which option is being recommended and why.

Question 1: What Does a Help Desk Offer

“To make data more accessible and to empower users” (Systems Analysis), IT departments create what we call help desks. What is a help desk? The help desk department otherwise known as the information center since it’s the first place folks turn to when they need some kind of assistance, is a staff made up of IT professionals who provide employees and users with the support that they need to get their job done effectively. The main objectives of having a help desk in any organization is to show users how to use the system resources more effectively, provide answers whether it’s technical or operational and giving the users that opportunity to be more productive by teaching them self-reliance. The services that the help desk provides vary from company to company but on a typical day their tasks may include the following:

• “Show a user how to create a data query or report that displays specific business information

• Resolve network access or password...