| Major magazine publisher | |
| Business | The computer services department of a major magazine publisher provided a PC support function for over 800 users. Both PC's and Apple computers were supported and used for a wide variety of applications including, DTP, word processing, access to mainframe systems and vertical applications such as databases and spreadsheet applications. A new PC support manager had recently been recruited and was implementing significant changes to the structure and operation of the PC support function. Management required confirmation that these proposals were appropriate for the future. |
| Size | Large plc |
| Functions | Organisation and management of PC support |
| Project | Conclude on the most appropriate infrastructure for PC support, assess the potential for outsourcing and review and comment on annual PC support costs. |
| Issues | Configuration standards
- Recommendations required for hardware and software configuration standards.
Support structure - The need to conclude on the most appropriate organisation structure, including staffing levels for the PC support function. Support costs - A comparison of structure and costs against other similar sized organisations was required for benchmarking purposes. Potential for outsourcing - Explore the feasibility of outsourcing the PC support operation to either the main computer supplier or other potential outsourcing organisations. Support services to be provided - The need to determine the range of support services to be provided and identify any which could be provided by other sections within the computer services department. How to make better use of suppliers - Recommendations required for making better use of support services available from existing suppliers. |
| Outcome | An appropriate support organisation was outlined and a number of actions highlighted which would improve the overall support service provided. |
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