Information Technology Reference
In-Depth Information
in the game. Professor Ahn uses the matches to develop keywords to describe and categorize
the images on the Internet. In other words, the game players are doing the work of developing
names and categories for images on the Web, an important function that is difficult to do
without human judgment and work.
Support
The support component of a typical IS department provides user assistance in hardware and
software acquisition and use, data administration, user training and assistance, and Web
administration. Increasingly, training is done us-
free training in areas including time management,
marketing,
IS personnel provide assistance in
hardware and software acquisition,
data administration, user training
and assistance, and Web adminis-
tration.
(Source: Courtesy of Christ
Schmidt/iStockPhoto.com.)
sales,
and
other
areas
(
office.microsoft.com/en-us/officelive/
FX102119031033.aspx
). Other companies, such
as Hewlett Packard (
www.hp.com/sbso
),
also offer
online training. In many cases, support is delivered
through an information center.
Because IS hardware and software are costly, a
specialized support group often manages com-
puter hardware and software acquisitions. This
group sets guidelines and standards for the rest of
the organization to follow in making purchases.
They must gain and maintain an understanding of
available technology and develop good relation-
ships with vendors.
A database administrator focuses on planning,
policies, and procedures regarding the use of cor-
porate data and information. For example, database administrators develop and disseminate
information about the corporate databases for developers of IS applications. In addition, the
database administrator monitors and controls database use.
User training is a key to get the most from any information system, and the support area
ensures that appropriate training is available. Training can be provided by internal staff or
from external sources. For example, internal support staff can train managers and employees
in the best way to enter sales orders, to receive computerized inventory reports, and to submit
expense reports electronically. Companies also hire outside firms to help train users in other
areas, including the use of word processing, spreadsheets, and database programs.
Web administration is another key area for support staff. With the increased use of the
Internet and corporate Web sites, Web administrators are sometimes asked to regulate and
monitor Internet use by employees and managers to make sure that it is authorized and
appropriate. Web administrators also maintain the corporate Web site to keep it accurate
and current, which can require substantial resources.
The support component typically operates the information center. An
information
center
provides users with assistance, training, application development, documentation,
equipment selection and setup, standards, technical assistance, and troubleshooting.
Although many firms have attempted to phase out information centers, others have changed
their focus from technical training to helping users find ways to maximize the benefits of the
information resource.
information center
A support function that provides
users with assistance, training,
application development, documen-
tation, equipment selection and set-
up, standards, technical assistance,
and troubleshooting.
Information Service Units
An
information service unit
is basically a miniature IS department attached and directly
reporting to a functional area in a large organization. Notice the information service unit
shown in Figure 2.10. Even though this unit is usually staffed by IS professionals, the project
assignments and the resources necessary to accomplish these projects are provided by the
functional area to which it reports. Depending on the policies of the organization, the salaries
of IS professionals staffing the information service unit might be budgeted to either the IS
department or the functional area.
information service unit
A miniature IS department.
