Service Support Levels: An Organized Approach to End-User Computing

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.

• 저널MIS Quarterly · 10(4) · 337–349
• 토픽Big Data and Business Intelligence · Management Information Systems
• DOI10.2307/249187
• 저자Robert L. Leithelser, James C. Wetherbe