Service Support Levels: An Organized Approach to End-User Computing
Authors: Leitheiser, Robert L.; Wetherbe, James C.
Journal: MIS Quarterly (1986)
DOI: 10.2307/249187
<jats:p>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.</jats:p>