Today, information systems (IS) departments provide computer and network services and support to an ever-growing number
of end-users. How well these services are provided can mean the difference between a productive or frustrating daily
work environment. And, consequently, a highly successful, marginally successful or failing organization.
From an industry perspective, the approach to providing support to computer users has dramatically changed. Originally,
information systems staff provided all technology support, for a limited number of automated functions, to a small client
Today, information systems departments support a much wider range of services for a very expanded client base but at
a variety of support levels. This is due to the fact that a number of computer applications have moved to the desk top,
end users have become more computer capable and these end users have sought greater control of their computing environments.
In order to keep pace with information technology demand, organizations need an effective approach for managing an almost
unpredictable technology support environment; an environment that is driven by a constantly growing or changing computer end-user
community with greatly varying technical skill levels. In addition, there is an increasing number and variety of workstation
based software applications with dramatically different degrees of complexity which must be supported.