The rapid growth of end-user computing is a double-edged sword: it offers new opportunities for improving the effectiveness of organizations, but it also creates new risks for a firm's information resources. This paper describes an organized approach for effectively managing end-user computing, it is based on the definition of “service support levels” which link support services to responsibilities. These levels form the basis of a cooperative effort between the MIS department and the end user.
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Leithelser et al. (1986) studied this question.
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