Lect 08 - Introduction To Technical Support

Technical Support Fundamentals (ITP 4107)
Lecture 8
Introduction to Technical Support

Topics 01&10,p.1
©VTC 2012
Lesson Intended Learning Outcomes

On completion of the lesson, students are expected to
•apply primary user support and customer services
skills to provide possible solutions to relevant
problems

Topics 01&10,p.2
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Overview
• Resources that end-users need to make effective
use of computers  Total Cost of Ownership
• Common categories of end-user computer

problems
• Common ways organizations provide a user

support function

Topics 01&10,p.3
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End-User Computing
• End-user computing is the everyday use of
computers for business and personal use
• Goal is to increase the productivity of employees,

managers, students and home users

Topics 01&10,p.4
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Common Resources End-Users Need

to Make Effective Use of Computer
• Basic Hardware
• Add-on Peripherals
• Hardware maintenance and upgrades
• Software and software upgrades
• Supplies
• Data and information
• Technical support
• Facilities, administration, and overhead
Topics 01&10,p.5
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Basic Hardware
• Central processing unit (CPU)
• Internal memory
• Storage space (hard disks)
• Media player (DVD)
• Display screen (LCD monitor)
• Keyboard
• Pointing device (mouse)
Topics 01&10,p.6
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Add-on Peripherals
• Peripherals are add-on devices that plug into a
computer’s system unit (externally or internally)
Examples:
• Printer
• Modem (dial-up or broadband)
• Image scanner
• Digital camera
• Removable disk for media backups
Topics 01&10,p.7
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Hardware Maintenance
and Upgrades
• Hardware warranty period (e.g. 90 days to 1 year)
• Extended warranty (usually expensive relative to their value)
because most computer components that fail do so early
• Common Upgrades (during the first 2 to 4 years)
• Additional internal memory
• Increased CPU speed
• Additional hard disk space
• Increased peripheral speed (e.g. modem, printer)
• Enhanced graphics or sound system
• CD player or burner
• Maintenance (occasional hardware repairs)
• e.g. burned-out power supply, crashed hard disk
Topics 01&10,p.8
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Software and Software Upgrades

• Operating system
• Application software packages
• E.g. computer-aided design (CAD) program, MS Office
• Software upgrades to new versions

• E.g. annual fees for many virus-protection programs

Topics 01&10,p.9
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Supplies
Consumables such as:
• Printer paper
• Mailing labels
• Ink-jet or laser printer cartridges
• Cleaning supplies (e.g. cleaning kits)
• Media
– removable disks (USB)
– recordable CDs and DVDs
– tape cartridges
• Cables
Topics 01&10,p.10
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Data and Information

• Internet access service by ISP
• Downloaded data from an information service
(e.g. financial or economic data)
• DVD-ROM databases (e.g. stock market)

Topics 01&10,p.11
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Technical Support
• Installation assistance (e.g. by vendors)
• Training courses
• Training materials
• Books and magazines
• Contact a help desk to solve operational problems
Note: wasting employee’s time and productivity are
common hidden costs that have to be considered

Topics 01&10,p.12
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Facilities, Administration,
and Overhead
• Furniture
• Ergonomic devices
• E.g. keyboard wrist rests and antiglare screens
• Electricity These are costs needed to
• Air conditioning house and operate a
• Power conditioner computer system
• Space
• Procurement ( 採購 ), inventory ( 庫存 ) control,
security, insurance
Topics 01&10,p.13
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Total Cost of Ownership (TCO)

• All accumulated costs to purchase, maintain,
upgrade, and support a computer system over
its expected useful lifetime
• The total cost of ownership includes all the

common resources stated in slide 5

Topics 01&10,p.14
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TCO Example
Item Year 1 Year 2 Year 3 Year 4 Year 5
Item 1 200,000 1,500 1,500 1,500 1,500
Item 2 2,000 2,000 2,000 2,000 2,000
Item 3 150,000 9,000 9,000 9,000 9,000
Item 4 30,000 3,000 3,000 3,000 3,000
Item 5 500,000 2,000 2,000 2,000 2,000
　　　　　　
Total/year 882,000 17,500 17,500 17,500 17,500
Total ytd 882,000 899,500 917,000 934,500 952,000

Topics 01&10,p.15
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Cost Benefit Analysis

• Estimate Annualized Benefit of system
• Calculate Accumulated TCO of system
• Estimate Life Time of system
• If before End-of-life of system
YTD Benefit > Accumulated Cost
Then
system is justified to be implemented

Topics 01&10,p.16
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Cost Benefit Analysis (Example)

Item 1 200,000 1,500 1,500 1,500 1,500
Item 2 2,000 2,000 2,000 2,000 2,000
Item 3 150,000 9,000 9,000 9,000 9,000
Item 4 30,000 3,000 3,000 3,000 3,000
Item 5 500,000 2,000 2,000 2,000 2,000
　　　　　　
Total/year 882,000 17,500 17,500 17,500 17,500
Total ytd 882,000 899,500 917,000 934,500 952,000

　　　　　　
Benefit 250,000 500,000 750,000 1,000,000 1,250,000
Is the system justified to be implemented ?

Topics 01&10,p.17
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Graph – Cost Benefit Analysis

9000
Cost
8000 Benefit
7000
6000
5000
$
4000
3000
2000
1000
0
0 1 2 3 4 5
Years
Payback Period
Topics 01&10,p.18
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Cost Benefit Analysis (Example)

Item 1 200,000 1,500 1,500 1,500 1,500
Item 2 2,000 2,000 2,000 2,000 2,000
Item 3 150,000 9,000 9,000 9,000 9,000
Item 4 30,000 3,000 3,000 3,000 3,000
Item 5 500,000 2,000 2,000 2,000 2,000
　　　　　　
Total/year 882,000 17,500 17,500 17,500 17,500
Total ytd 882,000 899,500 917,000 934,500 952,000

　　　　　　
Benefit 250,000 500,000 750,000 1,000,000 1,250,000
In which year will the system be paid back ?

Topics 01&10,p.19
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Common Categories of End-User

Computer Problems
• Hardware problems
• Software problems
• User problems
• Documentation problems
• Vendor problems
• Facilities problems

Topics 01&10,p.20
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Hardware Problems
Many hardware problems stem from one or more of
three sources:
• Installation and compatibility
• Configuration problems
• Malfunctions

Topics 01&10,p.21
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Hardware Installation and Compatibility

Problems
• Hardware problems are common during installation of new
hardware products and upgrades of existing ones
• The product may be incompatible with existing hardware,
or the user may not have installed it correctly
• Incompatible components are those that cannot operate together
in the same system
• Some vendors provide information about compatible
hardware devices for their products
• e.g. Microsoft provides a list of devices certified to be compatible
with Windows at the URL:
www.microsoft.com/en-us/windows/compatibility/CompatCenter/Home

Topics 01&10,p.22
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Hardware Configuration Problems

• Hardware configuration problems occur when
hardware component settings / options are set
incorrectly for a specific operating environment
• Hardware settings may be changed with small
jumper pins or DIP switches
• Were more common before Plug and Play
standards
Jumper
DIP Switch
Topics 01&10,p.23
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Plug and Play Standards

• Plug and Play standards are industry-wide agreements
between hardware and operating system vendors
• Specify the communication methods and rules that an
operating system uses to recognize and incorporate
hardware components into an operational system,
through selecting proper configuration options
• Can help load the appropriate drivers, but do not always
automatically adjust software settings to take maximum
advantage of the new hardware’s capabilities.
• E.g. the default resolution set in a Windows operating system has to be
adjusted to match the max. resolution supported by the video display card.

Topics 01&10,p.24
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Hardware Malfunctions
• Causing small percentage of hardware problems
• Can be reduced with a burn-in period
• A 48- to 72-hour period during which a new
computer/component is operated nonstop
• Can discover obvious operational problems and
identify components whose operation is
marginal Passmark sells utility software that
performs hardware burn-in tests at
temperature-sensitive www.passmark.com
• Effective – since a defective component often fails

during its first few hours of operation
Topics 01&10,p.25
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Hardware Malfunctions (continued)

• Most likely for:
• Electromechanical devices that have moving parts
• Examples: hard disk drive; printer
• Least likely for:
• Electronic components
• Examples: CPU; RAM memory
• Hardware diagnostic tools (e.g. from vendors) can help
identify common hardware malfunctions:
• Can detect a device that is not communicating correctly with
other devices, or has a defective logic circuit on its controller card
• Example: PC-Diag Inc. at www.pc-diagnostics.com

Topics 01&10,p.26
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Software Problems
Many software problems stem from four common
sources:
• Installation and compatibility
• Configuration
• Software Bugs
• Performance

Topics 01&10,p.27
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Software Installation
and Compatibility
• Problems are more common during installation process than after software is
operational
• Vendor solution: Installation software is a utility program that aids in the
installation of other software packages
• Examines hardware configuration to determine whether hardware and software
are compatible
• Creates folders with correct path names
• Sets configuration options in software to match hardware
• Copies files to correct folders
• Updates Registry (Windows) and other system start-up files
• See Microsoft’s web site that addresses application software compatibility
problems with Windows:
http://technet.microsoft.com/en-us/windows/default

Topics 01&10,p.28
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and Compatibility (continued)
• Shareware is software downloaded from Internet
• evaluation or trial period of 10-45 days before
purchase
• may produce conflicts with other software or hardware
• Freeware is software downloaded from Internet
• no charge for personal use (but not to sell)
• may not be tested for compatibility and conflicts with
other software or hardware to the same extent that
commercial software is

Topics 01&10,p.29
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and Compatibility (continued)
• Conflict occurs when two computer components
use system resources (CPU, memory, or
peripheral devices) in different and incompatible
ways
• Result of conflicts:
Inoperable system
Poor performance

Topics 01&10,p.30
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Software Configuration Problems

• Result when software options are not set correctly
for the specific operating environment or hardware
• May occur when users:
• Install or upgrade new hardware or software
• Attempt to use a software feature for the first time
• Attempt to modify configuration information in the
system Registry (Windows) or other startup files
A damaged Registry can result in an inoperable system.

To take a tutorial on Registry basics, visit:
www.pctools.com/guides/article/id/1/
Topics 01&10,p.31
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Software Bugs
• A software bug is a major error in a program
due to programmers’ coding mistakes
• Occur more often in custom-written programs,
freeware, and shareware
• Occur most often in infrequently used features
of a program
• Can be reduced through extensive beta testing
• More often due to programmers could not
anticipate every possible situation that might
arise when the program is used on various
hardware platforms or with other software
Topics 01&10,p.32
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Software Performance Problems
• System is operational but does not operate as

efficiently as it can or should
• Often result from poor interaction between
hardware and software

Topics 01&10,p.33
©VTC 2012
Sample
Software Performance Problem
• Problem
• File reads/writes take longer and system seems
sluggish
• Possible causes
• Hard disk may be fragmented and files written on the
disk in small chunks may take longer to read & write
• Insufficient RAM to run software and the hard disk is
used as an extension of RAM (called swap file space)

Topics 01&10,p.34
©VTC 2012
User Problems
Users can unintentionally introduce problems
• Mistakes
• Misunderstandings
• Wrong products
• Inadequate training
• Forgotten information
• Computer Viruses
• Health problems
Topics 01&10,p.35
©VTC 2012
User Support
versus Technical Support
• Computer user support is to provide information and
services to workers and/or clients to help them use
computers more productively
• include a broad spectrum of support services
• Technical support is a level of user support that focuses

on high-level troubleshooting and problem solving
• deals with difficult and complex problems that users encounter

Topics 01&10,p.36
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Ways that organizations provide a

user support function (overview)
The strategy that an organization chooses to provide user support often

depends on its size, type, location, financial situation, and goals for
computer support services, as well as the skill level and the support needs
of its workers and clients.
Topics 01&10,p.37
©VTC 2012
Chapter Summary
• End-users need several kinds of computing
resources that add to the total cost of ownership
of a computer system
• Users may encounter several kinds of common
problems that affect their use of computer
• Organizations provide a user support function to
workers and/or customers in different ways

Topics 01&10,p.38
©VTC 2012

Lect 08 - Introduction To Technical Support

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Technical Support Fundamentals (ITP 4107)

Introduction to Technical Support

Introduction to Technical Support

Lesson Intended Learning Outcomes

Introduction to Technical Support

• Common categories of end-user computer

• Common ways organizations provide a user

Introduction to Technical Support

• Goal is to increase the productivity of employees,

Introduction to Technical Support

Common Resources End-Users Need

Software and Software Upgrades

• Software upgrades to new versions

Introduction to Technical Support

Data and Information

• DVD-ROM databases (e.g. stock market)

Introduction to Technical Support

Introduction to Technical Support

Total Cost of Ownership (TCO)

• The total cost of ownership includes all the

Introduction to Technical Support

Item 1 200,000 1,500 1,500 1,500 1,500

Item 2 2,000 2,000 2,000 2,000 2,000

Item 3 150,000 9,000 9,000 9,000 9,000

Item 4 30,000 3,000 3,000 3,000 3,000

Item 5 500,000 2,000 2,000 2,000 2,000

Total/year 882,000 17,500 17,500 17,500 17,500

Total ytd 882,000 899,500 917,000 934,500 952,000

Introduction to Technical Support

Cost Benefit Analysis

Introduction to Technical Support

Cost Benefit Analysis (Example)

Total/year 882,000 17,500 17,500 17,500 17,500

Total ytd 882,000 899,500 917,000 934,500 952,000

Is the system justified to be implemented ?

Graph – Cost Benefit Analysis

Cost Benefit Analysis (Example)

Total/year 882,000 17,500 17,500 17,500 17,500

Total ytd 882,000 899,500 917,000 934,500 952,000

In which year will the system be paid back ?

Common Categories of End-User

Introduction to Technical Support

Introduction to Technical Support

Hardware Installation and Compatibility

Introduction to Technical Support

Hardware Configuration Problems

Plug and Play Standards

Introduction to Technical Support

• Effective – since a defective component often fails

Hardware Malfunctions (continued)

Introduction to Technical Support

Introduction to Technical Support

Introduction to Technical Support

Introduction to Technical Support

Introduction to Technical Support

Software Configuration Problems

A damaged Registry can result in an inoperable system.

Software Performance Problems

• System is operational but does not operate as

Introduction to Technical Support

Introduction to Technical Support

• Technical support is a level of user support that focuses

Introduction to Technical Support