A Guide to Computer User Support for Help Desk and Support Specialist: Chapter 9 & 10

Project Goal

A specific, measurable end result that is the ultimate target or outcome of a project.

Satisficing Solution

An alternate solution that solves a problem in a reasonable way, but is not necessarily the optimal solution; satisficing solutions are often adopted when an optimal solution is too expensive or impractical.

Intangible Benefit

An expected result from a computer or services acquisition that is difficult to quantify or measure.

Acquisition Cost

A category of project costs to build or purchase the initial components of a computer system or solution (compare to operating costs).

Operating Costs

A category of project costs—which are incurred after the initial acquisition costs—that includes the costs to operate a computer system or solution on a continuing basis.

Multimedia Material

A combination of text, still images, animation, and sound used as part of a presentation.

Gantt Chart

A common project planning tool that shows the expected start and end dates for each task and the staff resources assigned as a horizontal bar on a graph.

Cost Benefit Analysis

A comparison of the expenses of a potential project solution with the solution's expected payoffs; organizations are reluctant to spend resources on projects for which the costs outweigh the benefits.

Project Management

A detailed, step-by-step work plan and process designed to reach a specific goal; project management involves project definition, plan, implementation, monitoring, and termination steps.

I-O-P Chart

A diagramming tool that represents the input, processing, and output steps required to perform a task.

Output Form

A document that contains the results of a business transaction or process.

Project Plan

A document that describes all project tasks; it answers questions such as what will be accomplished and by whom, how long each task will take, and what resources will be required.

Web-Based Training (WBT)

A form of computer-based training in which the Web replaces CDs or DVDs as the delivery medium; highly interactive and available wherever Internet access is available.

Log

A list of events or activities recorded in the sequence that the events occur; a log is used to record information about routine, periodic events or unusual events, such as errors or problems.

Model

A narrative description or graphic diagram, such as a flowchart or an organization chart, that represents a business activity in an organization (such as paper workflow), a computer system, or a network.

Input Form

A paper document or display screen used to collect information about a transaction; also called a source document.

Stakeholder

A participant in a user needs analysis and assessment project who might gain or lose from its success or failure; stakeholders may be end users, managers, technical support staff, and/or support analysts.

Beta Test Run

A practice training session to evaluate materials and identify problems; a dry run with colleagues rather than trainees as the audience.

Assessment

A process that measures whether training activities have met the intended learning goals; two common assessment activities are trainee assessment and trainer assessment.

Predecessor Task

A project activity that must be completed before another task can begin.

Pilot Project

A project implementation strategy in which a replacement system is used in selected situations to gain confidence that it can eventually be implemented organizationwide.

Parallel Conversion

A project implementation strategy in which both old and new systems are run for a period of time to gain confidence in the new system.

Direct Conversion

A project implementation strategy in which the existing system ceases operation at the time the new system becomes operational.

Phased Implementation

A project implementation strategy in which workload is removed from an existing system in stages as workload is transferred to a replacement system.

Flowchart

A schematic drawing that uses symbols to represent the parts of a computer system or the steps in a procedure.

Project Charter

A short narrative statement that describes the objectives, scope, methods, participants, deliverables, steps, timeline, and measures of success for a needs assessment or other support project.

Focus Group

A small group of selected users who represent a larger group of users in a needs assessment project; a focus group may be used when interviewing every user is impractical.

Learning Management System (LMS)

A software tool that automates many tasks associated with running a training program.

Project Task

A specific activity or objective (outcome) that must be met in order to meet an overall project goal.

Learning Objective

A statement of the knowledge or skill trainees need to learn.

Performance Objective

A statement of the tasks trainees should be able to perform at the end of a training activity; objectives should be measurable, and usually start with an action verb, such as plan, change, describe, explain, perform, evaluate, analyze, repair, or prepare.

Training

A teaching and learning process that aims to build skills that are immediately useful to trainees; focuses on performing tasks and building expertise; can be short term and is often tested by measuring a learner's ability to perform specific tasks.

Education

A teaching and learning process that aims to develop conceptual understanding and long- term thinking skills; the goal is to provide basic vocabulary and understanding of general principles.

Auditory Learner

A trainee who learns most effectively by listening to someone talk through new material.

Experiential Learner

A trainee who learns most effectively by performing a task (also called a kinesthetic learner).

Visual Learner

A trainee who learns most effectively by seeing new material, reading it, working through a self-guided tutorial, looking at a picture or a chart, or watching a demonstration or video.

Role Playing

A training delivery method in which trainees participate in a rehearsal or practice of a simulated work environment situation by taking the roles of users, support staff, trainers, and trainees.

On-The-Job Training

A type of one-to-one training in which a work colleague or supervisor plays the role of coach and mentor to a trainee; may include informal coaching or a more formal apprenticeship or internship.

Special Project

A user support activity that happens infrequently; a special project is typically based on steps and procedures that are not as well-defined as those in regular support tasks.

Prototype

A working model that analysts build to let users experience and evaluate how the finished product of an analysis project will actually work; a prototype contains enough features of an actual system that users can visualize or operate the model to evaluate its ability to meet their needs.

Project Management Software

An application software tool to help project leaders and workers organize the steps in a project, set priorities, establish and monitor project tasks and costs, and schedule staff and activities.

Computer-Based Training (CBT)

An automated training system in which learners use a computer system; includes tutorials, multimedia presentations, product demonstrations, and hands-on activities.

Case Study

An extensive hands-on or teamwork project designed to encourage trainees to make the transition from the training room to the business world; case studies are based on real business situations that simulate experiences learners will encounter on the job.

Delivery Method

An instructional technology, media, or approach to presenting information or training materials, such as a lecture, group discussion, hands-on activity, or computer-based tutorial.

Turnkey System

An integrated, packaged solution of hardware, software, and support services purchased from a single vendor.

Tutorial

An interactive learning technique in which a trainee works through learning tasks step-by- step, usually at their own pace.

Feasibility Study

An investigation into the economic, operational, technological, and timeline constraints that will impact a user needs analysis and assessment project.

Project Monitoring

An ongoing assessment of the status of all project tasks to determine whether they are on target in terms of time and budget estimates.

Source Document

Any form used to collect information about a business transaction for input into a business process or computer system; examples include payroll timecards, a problem log, a membership application, and an expense account record.

Bells and Whistles

Features of hardware or software that may be interesting or entertaining to include in training materials, but are used infrequently, especially by beginning users.

Social Learning

Knowledge or job skills learned during interactions among trainees in a classroom or collaborative learning environment.

Collaborative Learning

Learning that occurs among group or team members who work together on a learning activity; collaborative learning activities include group discussions, collective hands-on activities, group problem solving, role playing, participation in online forums, and involvement in joint case study teams.

Change Management Procedure

Steps project managers use to document requested and approved changes in a project's design or goals; project participants submit "change orders," which managers use to communicate with stakeholders about the impact of changes on schedule and costs.

Payback Period

The amount of time it takes for the benefits of a project to exceed its costs; for some technology projects with high equipment and software costs in the first year, the payback period may be several years.

Build Vs Buy Decision

The decision an organization makes about whether to build a custom solution or purchase one off the shelf; build-versus-buy can apply to hardware, software, complete systems, or services.

Deliverable

The end result of a needs assessment project, such as a written analysis of alternatives, a feasibility report, a recommendation, or a decision to build, buy, or upgrade a system.

Project Termination

The final stage of a project, which includes communicating its completion to stakeholders, preparing a final project report, and evaluating the performance of the project and its participants.

Preparation Phase

The first phase of a user needs analysis and assessment project, in which analysts try to understand the end user's and the organization's goals as well as the decision criteria and project constraints; analysts define the problem, identify the roles of stakeholders, and identify potential sources of information.

Project Definition

The preliminary work to define the scope of a project, including its goals, a tentative project calendar, a project budget, and the project participants, including users, support staff, technical staff, management, and a project manager.

Investigation Phase

The second phase of a user needs analysis and assessment project, in which analysts try to understand the present system or situation and specify alternatives to it.

Critical Path

The sequence of project tasks that must be completed on time to meet a project's completion deadline; the critical path defines important milestones in a project's calendar.

Optimal Solution

The solution among several alternatives available in a project that is the most feasible, lowest cost, and most beneficial (compare to satisficing solution).

Scope Creep

The tendency for a project to grow or change in unexpected ways, which increases the time frame, resources, and cost to complete the project.

Decision Phase

The third phase of a user needs analysis and assessment project, in which analysts develop a model of the proposed solution and decide whether to build or buy it.

Project Implementation

The third step in a project during which team members perform the work on each task or objective.

Risk Factors

The unexpected problems that could arise during the life of a project that would impact the project plan, costs, outcomes, or timeline.

Learning Style

The way an individual learns most effectively.

Procedure Documentation

Written instructions about how to perform a business transaction or handle a routine organizational procedure.