文档介绍：The Need for the Study of Planning in Client
Computing Support
]Steven John SHEPHERD
Australian Defence Force Academy
E-mail: ******@.au 61 8 89411162
Abstract customers. As environment may be public or
private sector, at work or at home, so we need to
The paper describes the need for managing the
provide a definition that is meaningful to the different
knowledge of end-user support staff so that they can
perspectives.
readily solve systemic problems. It describes the
history of end-user support, showing the importance puting Support (CCS) is ‘assistance in
of problem-solving. paring some of the terms of advice, information and problem resolution
possible approaches to problem-solving, the paper provided by S individual or group to a client
presents mendations to establish systematic individual or group when required by that client in an
planning for providing solutions to the systemic environment in which the recipient client uses a
problems governing the operation of end-user support. computer as a tool to perform their tasks’.

Keywords A number anisational structures have developed
over the years to meet the growing demand S,
puting Support (CCS), End-user
including:
computing (EUC) support, Help Desk (HD),
Information Centre (IC), Call Centre, Service Centre,
Problem-Solving Techniques (PST), Systematic
· Specialised support (pre 1974)
planning.
· Information Centres (IC’s) (IBM Canada 1974)
· Help Desks/Helpdesk (mid 1980’s)
· Call Centres (early 1990’s)
What is puting Support?
· Service Centres (mid 1990’s)
puting Support (CCS), through the use of
Information Centres, Help Desks or Call Centres, has · Power Users (empowerment)
e an essential part of business. CCS provides · Hybrids of above
support to internal users or a source of e from
describes the correlation S progression with
technology. Current influences in regard to
S names that have been used include
information technology munications
Compute