You have shortlisted four similar Service Support products with equally acceptable functionality. Describe in some detail the other criteria you would use for finally selecting one of these.
(20 marks)
Marking Guidelines
I predict that this could well be a difficult answer to mark - it is going to be easy to drift off into blind alleys when writing about aspects of tools.
I will list the key points that I can think of with expansion of them, but generally lets think.
We are looking for an answer that is comprehensive, since an essential part of tool selection is not missing a significant element before it is too late - for example only finding out after you have it that you can not upgrade it! Therefore reserve 3 or 4 marks for an answer that covers a wide range of points.
Price -
Obviously this will be a major consideration for any purchase - if there is a budget the tool must be available within it.
Do you need to have maintenance from the supplier and/or What is the cost of maintenance
What are the subsidiary associated costs - training, supporting software licence, extra hardware needed, user groups, compulsory updates etc.
Usability -
How much training is needed before someone can use the tool
How much experience before it is easy to use
How long before users get the hang of the full range of possibilities with the tool
How forgiving is it to mistakes
How easy is it to make simple mistakes and confuse commands etc.
Expandability
How easy is it for the tool to grow with your support operation or perhaps it might have to shrink. Could it be adapted between single centralised and distributed SS operations as fashions change. Can it be transferred to different platforms, does it have any specific requirements for hardware or software that could limit it and/or your migration plans.
Lifespan/Updating
Will the product be maintained, or suspended
What frequency of updates?
Are updates compulsory?
Network/Communications
Will it interface with other products such as e-mail, word-processor, spreadsheet, charting
Does it communicate directly with monitoring software for auto-logging, alarms etc.
Supplier
Is the supplying organisation reputable
Have you used them before
Have they been in business long
Do you know anyone else who uses them
Do you have other products from them
There will be other valid points that I have forgotten.
Suggest a maximum of 3 marks per general heading - ‘A or 1 mark per point, using judgement because some points will be expressed in such a way that they combine those given here as separate or perhaps separating a single concept into artificially distinct points.
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