A Guide to Computer User Support for Help Desk Support Specialists Fourth Edition by Fred Beisse

1. A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 7 Product Evaluation Strategies and Support Standards

2. Chapter Objectives In this chapter, students will learn about: How product and support standards emerged Common tools and methods for evaluating and selecting computer products Information resources and decision-making tools for evaluating and selecting products Typical product support standards How organizations develop and implement product standards A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 2

3. User Support Rolein Product Standards Support workers often have expertise to evaluate competing products other workers may not have Eliminates duplication of effort if workers individually evaluate products Support workers can act as liaison between users and IT staff to represent viewpoints of each group A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 3

4. Product standards: lists of hardware, operating systems, networks, and application software products selected to meet the needs of end users During 1980s Significant incompatibility among computer products Incompatible platforms viewed as a marketing advantage How Product Standards Emerged A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 4

5. Limited opportunities to transfer and share data among users Large inventories of parts required to repair incompatible PCs Increased difficulty to train and equip hardware service technicians to repair different platforms User skills difficult to transfer from one system to another Increased costs to support incompatible systems Support staff couldn’t be experts on all systems Training had to be targeted to specific platforms Problems Caused byProduct Incompatibility A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 5

6. During 1980s, to reduce acquisition and support costs, companies began to: Standardize on a few selected hardware platforms designed to meet users’ needs Adopt standard operating systems and, in the 1990s, standard network operating systems Limit the choice of application software to a few standard application packages in each software category Early Development ofProduct Standards A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 6

7. Product evaluation: process of researching and analyzing computer product features, capabilities, and suitability to solve specific user needs Product evaluation process Collect product information Test, compare, and evaluate advantages and disadvantages of competing products Make decisions or recommendations Methods for Evaluating and Selecting Computer Products A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 7

8. Issues in Product Evaluation Performs as advertised? Better than existing product? Compatible with existing? Meets user needs? Increases productivity? Cost-effective (reduces TCO)? Likely to become industry standard? Upgrade now or later? Stable operation? A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 8

9. Vendor literature, marketing information, Web sites, and user manuals Demonstration and evaluation versions Product reviews and comparison articles in computer periodicals and on the Web Opinions of industry experts in trade publications and Internet news groups Opinions of colleagues who have experience with a product Resources Available to Help Evaluate Computer Products A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 9

10. CNET Computing.REVIEW.com InfoWorld Macworld MaximumPC PC Magazine PC World Smart Computing Tom’s Hardware Guide TopTenREVIEWS ZDNet Industry (Trade) Periodicals that Publish Product Comparisons A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 10

11. Software Evaluations Software evaluation copy: permits support staff to: Try out a product’s features Assess a product’s suitability to meet user needs Software evaluation copies Distributed via: CD Internet download May have limited features May operate for a limited trial period A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 11

12. Industry standard or best-selling products Products used by competitors Benchmarks Weighted point evaluation method Request for proposal (RFP) Acknowledged subjective criteria Decision-Making Tools A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 12

13. Industry standard products: computer products that are market leaders in sales Also called horizontal market applications Not a “standard” defined by any independent organization, such as the American National Standards Institute (ANSI) Advantages Can reduce support costs Likely to be targeted by trade book publishers, training materials developers, and support service vendors Disadvantages May not meet needs of specialized users Standards based on market share change over time Industry Standard Bestselling Products A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 13

14. Accounting Software Illustration Small businesses: likely to select mass-market accounting package Medium to large-scale businesses: likely to evaluate and select accounting software based on specialized needs for multiple locations, special tax handling, and international business Very large-scale business: likely to select a package that can be modified and customized to meet unique accounting requirements A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 14

15. Get user input before making software selection decision Find out which products end users have experience with Identify advantages and disadvantages of competing products for specialized tasks Learn whether users have preferences among products Adopting Industry Standard orBest-Selling Products A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 15

16. Competitors have already researched the technology marketplace and identified strategic reasons for adopting products, especially in niche markets Vertical (niche) market application: software highly specialized for a specific industry Examples: software for automobile insurers or veterinarians Analyze strengths and weaknesses of products competitors use Products Competitors Use A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 16

17. Benchmark: objective test used to compare the capabilities of competing products Use objective evaluation criteria that are unbiased Eliminate extraneous variables that could bias the results of a product comparison Benchmarks A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 17

18. Benchmarks (continued) Common benchmark criteria Hardware Speed Storage capacity Software User productivity Vendors that provide hardware and software benchmarks Business Applications Performance (BAPCO) PassMark Software Standard Performance Evaluation Corporation (SPEC) A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 18

19. Steps in a Benchmark Project Define criteria to evaluate (e.g., printer speed) Define a unit of work to measure (e.g., 100 printed pages; mixture of types of output and ink coverage) Eliminate extraneous variables Use same computer, network, and operating system Use same application software Use same paper type Run tests with competing printers (e.g., several vendors’ models) Evaluate test results (e.g., which is fastest printer?) A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 19

20. Weighted point evaluation method: uses several evaluation criteria of predefined importance to arrive at a numerical score for each product Also called Kepner-Tregoe method Goal: make the evaluation and selection process as objective as possible Treat competing products equally Eliminate favoritism or bias among evaluators Force evaluators to specify in advance the important factors in evaluation May be legally required for public agencies Weighted Point Evaluation Method A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 20

21. Steps in Weighted Point Evaluation Method 1. Decide on evaluation criteria 2. Determine importance of each criterion 3. Rate each product against all evaluation criteria 4. Compute average rating for each product for each criterion 5. Weight the product rating by the importance of each criterion 6. Compute the total rating for each product 7. Compare product ratings A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 21

22. Examples of Criteria Used in Weighted Point Evaluation Method A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 22

23. Weighted Point EvaluationExample Criteria and Weights A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 23

24. Weighted Point EvaluationExample Evaluation Scores A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 24

25. Weighted Point EvaluationExample Results A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 25

26. Weighted Point Evaluation Use Weighted point evaluation method can be used with: More than two products As many evaluation criteria as desired Spreadsheet software A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 26

27. Request for Proposal (RFP): product selection or competitive bidding procedure Uses objective criteria to select among products proposed by vendors Often used as the basis for awarding a contract to provide computer products May be a legal requirement for computer selection in public agencies An objective product and vendor selection tool The Request for Proposal (RFP) A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 27

28. 1. Conduct a needs analysis 2. Develop a purchase specification 3. Define: Decision criteria Importance of each criterion 4. Write RFP document 5. Send RFP to prospective vendors 6. Receive vendor proposals Describe how each vendor’s products address user requirements Quotes bid price 7. Analyze and evaluate vendor responses to RFP Often uses weighted point evaluation method 8. Select vendor and award contract Steps in the RFP Process A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 28

29. Subjective evaluation criteria: factors not directly related to the fit between product features and user needs Based on: Personal relationships Convenience Personal preferences Traditional practices Are neither measurable nor repeatable from one evaluator to another Acknowledged Subjective Criteria A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 29

30. Why use acknowledged subjective criteria? Lengthy, personal relationship with vendor Partnership agreement Low regard for competing vendor Objective criteria, including price, may be less important Larger organizations often use objective selection criteria Smaller organizations often use more subjective selection criteria Acknowledged Subjective Criteria (continued) A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 30

31. Help control user support costs by limiting the number of hardware and software options users can choose May offer options as balance between two extremes One-size-fits-all Select anything you want Often adopted by larger organizations with a substantial investment in computer technology because the potential for waste is so large Product Support Standards A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 31

32. Benefits of Support Standards at Honolulu Community College A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 32

33. Organization’s computer culture Historic computer traditions Product standards committee: group that defines computer product standards and coordinates their use Composed of: Support specialists End users Technical IT staff Managers How Organizations Develop Computer Product and Support Standards A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 33

34. Changes in Computer Product Standards Changes in computer product standards may be met with user resistance Users are comfortable with existing standard If it ain’t broke, why fix it? Changes in standards should: Be discussed with users Involve users in decisions A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 34

35. Acceptable Use Guidelines Acceptable use guidelines: policies adopted by an organization about how users are permitted and not permitted to use computer systems Behavior prohibited by organizational policy Example: use of e-mail for personal messages Illegal behavior Example: unauthorized access to confidential information A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 35

36. Adoption and implementation of product and support standards is influenced by: Investment in existing hardware and software Continual arrival of new products, services, and product upgrades Conversion to new standards can: Result in loss of employee productivity during transition period Be phased in over time How Organizations Implement Computer Product and Support Standards A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 36

37. Criteria Used to Update Product Standards New products offer technical improvements New product features improve user productivity End user preferences change over time New products offer cost savings New products may be compatible with new industry standards New products become more popular A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 37

38. Requires analysis and evaluation of products and services Triggers potential support cost increases for installation, upgrades, training, documentation, troubleshooting, and help desk services Support costs often increase during transitions between old and new standards Adopting or Modifying Technology Standards A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 38

39. 2010s Decade Changes in Product Standards Technology changes that are likely to affect product and support standards during the 2010s include: Universal Serial Bus version 3.0 802.1N wireless network devices Voice recognition input Windows 7 operating system Microsoft Office 2007 applications Cloud computing Web 2.0 A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 39

40. In order to reduce computer product and support costs and increase compatibility, organizations began to develop product standards during the 1980s User support staff often evaluate computer products and services to be able to make recommendations to users that will meet their needs and reduce costs Support staff use a variety of information resources to evaluate computer products Chapter Summary A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 40

41. Chapter Summary (continued) Aids to product evaluation and selection decisions Industry standards Best-selling products Products used by competitors Benchmarks Weighted point evaluation method Request for proposals (RFP) Product standards are based on: Company culture or tradition Decisions by a product standards committee Organizations adopt acceptable use policies to communicate which uses are and are not permitted A Guide to Computer User Support for Help Desk & Support Specialist, Fourth Edition 41