CT5002: User Support Systems Development


Please note this module descriptor is indicative of the structure of this course and may be subject to change.

CT5002: User Support Systems Development

Module Title User Support Systems Development
Module Code CT5002
Module Tutor Maureen Clutterbuck
School Business School
CAT Points 30
Level of Study 5
Brief Description

This module extends the student's knowledge of package software by introducing the features and facilities that enable easy to use, package-based applications to be built. Students will gain practical experience of using macro/procedure languages in Office applications. Students will investigate the benefits and the drawbacks of customising applications. In addition students will gain an understanding of the integration and implementation problems of systems development, to analyse training needs of end users and develop materials associated with that training requirement. They will understand the concepts of customer support and the role of 'Help Lines' in the implementation phase of systems development and the principles of software and systems configuration management.

Indicative Syllabus

This module builds on the introductory work on software packages at level 4 and allows the students to gain experience of producing small event-driven IT systems in Office applications via practical exercises. In addition the module will discuss the nature and background of the Help Desk including Help Desk processes and procedures; technical writing and documentation using work-based/vocational examples; Help Desk resources, security, user training; information gathering techniques and tools; Help Desk metrics; Health & Safety issues.

Learning Outcomes

By the end of the module, students should be able to:

  1. identify the main facilities that exist within Access and Excel that can enhance the usability of these packages
  2. explain the need for customisation and when it is appropriate
  3. create, test and amend macros/procedures that carry out application functionality and facilitate invoking these via appropriate triggers in order to build a customised application system.
  4. explain the role of a help desk in a technical support environment
  5. evaluate the various forms of help desk technology
  6. plan the hardware and software aspects of security relevant to IT User Support
Learning and Teaching Activities Scheduled Contact Hours: 72
Independent Learning Hours: 228
Assessment (For further details see the Module Guide)
Special Assessment Requirements
Indicative Resources The current reading list can be found in the Module Guide, which your lecturer should make available via Moodle.

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