Prescription:US200 User Support

Aim of Module	To provide students with an introduction to the skills and techniques required for working in a support role with system users
Credits	7
Suggested Time	70 student learning hours
Prescription Expiry Date	Nov 2002

Level and Assessment Schedule
Topics	Highest Skill Level	Suggested Assessment Percentage
1 Business Analysis	A	60
2 Office Automation	P	20
3 Package Software	P	20
		100

The Student Will

1  Business Analysis

>	Note to tutors: mastery of skills in this section should be demonstrated by completion of appropriate case study work.
A	1.1	Investigation Techniques.
	1.1.1	Explain the purpose and use of Interviewing in the investigation phase. Outline the basic principles involved in good interviewing technique.
	1.1.2	Explain the purpose and use of Observation.
	1.1.3	Describe the process of Record Searching in the investigation phase.
	1.1.4	Explain why Sampling may be used in investigation, and how and when the sampling process should be considered.
	1.1.5	Discuss the strengths and weaknesses of using Questionnaires. Explain the basic principles used in designing (simple) questionnaires.
C	1.2	Appreciation of documentation and analysis tools
>	Through completion of simple practical exercises, demonstrate understanding of the purpose, use and main characteristics of the following tools / techniques:
		-structured walk throughs
		-data analysis
		-function analysis
		-normalisation
		-data flow diagrams
		-data dictionaries
C	1.3	Project Management Systems
>	Describe the principles of Project Management Systems including:
		-Master Systems Plan
		-Estimating planning and funding
		-Progress reporting
		-Quality review
		-Controls
		-Functional jobs
		-Control bodies (e.g. SPPC, SRB, QRB)

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2  Office Automation

R	2.1	Describe the components of a typical automated office.
P	2.2	Establish and operate a small system, including:
		- diaries
		- word processing facilities
		- electronic mail
		- tickler files (ie: brought up by date on entry to system)

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3  Package Software

P	3.1	Using any relevant training techniques, demonstrate to a novice user the use of one of the above packages, including details of how to get started, use of manuals, procedures they should know, simple trouble shooting, recovery, security, etc.
P	3.2	Given a new, uninstalled package and manual, teach themselves without assistance to use the package (to the level of understanding all the commands and being able to demonstrate the package as per 3.1 above). A reasonable time limit should apply to this learning exercise (dependent on complexity of package).

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