Service Support Levels: An Organized Approach to End-User Computing
MIS QuarterlyPublished 1 December 1986
Robert L. Leithelser, James C. Wetherbe
Citations108
SJR quartileQ1
SJR score4.49
SNIP2.65
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TL;DR
An organized approach for effectively managing end-user computing is described, based on the definition of service support levels which link support services to responsibilities, which form the basis of a cooperative effort between the MIS department and the end user.
Abstract
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
Computer ScienceBusiness, Management and Accounting
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