Suppose your network support company employs 75 technicians who travel constantly and work at customer sites. Your task is to design an information system that provides technical data and information to the field team. What types of output and information delivery would you suggest for the system?
What will be an ideal response?
Answers will vary. This type of organization probably would require an information system capable of providing remote access on a 24/7 basis. Automated facsimile would give the representatives the ability to obtain printed reports, and e-mail would allow them to keep in touch. Technical support representatives would need access to an online technical library with links to relevant documents and information.
An Internet-accessible knowledge base would provide strong support for the field service team. Using a Web-based system, technical support representatives could input technical data and symptoms, receive suggestions, determine parts availability, and receive service assignments. This system might be enhanced by wireless technology. Encourage students to research real-world practices, and to contact firms that provide field service to learn more about current technology applications.
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