Service Support Levels: An Organizational 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 create 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.