This website uses cookies to ensure you have the best experience. Learn more

Delwarca Software Remote Support Unit Essay

3741 words - 15 pages

Delwarca Software Remote Support Unit
Jack McKinnon stood up from his desk to stretch for a moment and take a break from writing his
analysis and proposal to his boss. In front of him and to his left and right he could easily see the
workstations and employees of Delwarca Software's Remote Support Unit, separated from each other
by low partitions and configured like his in the open office layout of Delwarca's corporate
headquarters in Waltham, Massachusetts. It was a comfortable, busy, and orderly scene with a
murmur of voices and frequent ringing phones. However, McKinnon was deeply concerned that
customer service performance in his unit was ...view middle of the document...

The decision to integrate independent, disparate programs created some of the typical customer
problems that triggered the need for support services from Delwarca. These problems included:
unexpected interaction effects with non-Delwarca software (including software sourced from other
vendors as well as software written by the customer's IT staff); software-hardware interaction
problems or performance concerns; the usual crashing or freezing of software; processing failures;
attacks by malware; and installing and testing upgrades and patches.
HBS Professor Roy D. Shapiro and Boston University Professor Paul E. Morrison prepared this case solely as a basis for class discussion and not
as an endorsement, a source of primary data, or an illustration of effective or ineffective management. Although based on real events and
despite occasional references to actual companies, this case is fictitious and any resemblance to actual persons or entities is coincidental. The
authors thank David Maister, whose earlier work informed the development of this case.
Copyright © 2013 President and Fellows of Harvard College. To order copies or request permission to reproduce materials, call 1-800-545-7685,
write Harvard Business Publishing, Boston, MA 02163, or go to This publication may not be digitized,
photocopied, or otherwise reproduced, posted, or transmitted, without the permission of Harvard Business School.
This document is authorized for use only by Manoj Pant at BIMTECH until July 2014. Copying or posting is an
infringement of copyright. or 617.783.7860.

JANUARY 2, 2013
913-541 | Delwarca Software Remote Support Unit
Delwarca delivered its customer support through four separate units: (1) Software Development,
which wrote new code or modified existing code; (2) Field Support, whose employees went on-site as
needed for installation, training, upgrades, and trouble-shooting; (3) Critical Support, whose
employees responded very rapidly using Delwarca's highest level of employee expertise to help
customers with disasters such as unscheduled downtime, urgent malware and criminal issues, or
time-critical processing malfunctions; and (4) Remote Support, which provided less time-critical
support. Examples of less time-critical issues could be unexpectedly slow transaction processing
times, intermittent failures to supply accurate reports, difficulties in writing custom reports, advice
about "work-arounds" when integrating independent programs, interpreting Delwarca manuals,
preparing for taking systems offline, or tracking down the origin of intermittent error messages.
The Remote Support Unit
Historically, nearly all of Delwarca's customers had been US-based corporations with IT offices in
the United States. With increasing...

Other Essays Like Delwarca Software Remote Support Unit

Tgt2 Apps in Network Security Challenge

1035 words - 5 pages disclosure, Unauthorized Access Any user/employee with access to print, file or e-mail servers can obtain sensitive information. Certain 3 Shared development platform across offices Unauthorized access, Uncontrolled modification of software Partner employee can access all systems in development and modify software or access other development information. Possible 4 Undocumented Remote connectivity policy Unauthorized disclosure, Unauthorized

Office Administration Essay

5442 words - 22 pages , or install the software on a device for use only by remote users; (vi) reverse engineer, decompile, or disassemble the software, or attempt to do so, except and only to the extent that the foregoing restriction is permitted by applicable law or by licensing terms governing the use of open-source components that may be included with the software; and (vii) when using Internet-based features you may not use those features in any way that

Vw Type 2 Camper

5442 words - 22 pages , or install the software on a device for use only by remote users; (vi) reverse engineer, decompile, or disassemble the software, or attempt to do so, except and only to the extent that the foregoing restriction is permitted by applicable law or by licensing terms governing the use of open-source components that may be included with the software; and (vii) when using Internet-based features you may not use those features in any way that

Fnlkre; Ohanrt;

905 words - 4 pages used to manage this would be Oracle. Oracle is software where its SQL-based database supports distributed corporate databases, enabling the user to access data locally or from remote databases in a transparent transaction. The disadvantage of using Oracle as a database management is Oracle price is higher and charge you 22% support/maintenance every year. The advantages would be Oracle runs on many platforms. SQL Server only runs on Windows. To go

Patton-Fuller Network Infrastructure

2460 words - 10 pages Remote Access Desktop. This serves are running Picture Archiving and Communication System (PACS). PACS is digital medical imaging technology that provides storage and access to images from multiple machine types. It eliminates the need to file manually, retrieve, or transport imaging films. These servers are connected to a 10TB disk storage unit via a 4GB fiber link (Patton-Fuller Community Hospital, 2012). Within the IT Data Center are

It-109 Final Review

4608 words - 19 pages digitally signed drivers have undergone _____ testing. WHQL - Win Hardware Quality Lab   Unit 5 Review: 1.) A software routine, which also acts as a filter that blocks certain types of incoming and outgoing traffic, while enabling other types is called a? Firewall 2.) The _____ tool provides a central access point for all of the networking controls and connections on a computer running Win 7. Network and Sharing


1228 words - 5 pages stalled 4 Received another remote input / no door pin signal On manual transmission units 5 Car went into gear 6 Low battery 7 Received alarm input 8 Overcurrent 9 No emergency brake signal on manual transmission units. 12 The Control Switch was turned off too soon. Here are the common reasons for each of the 10 codes above: 1 This code nomally means the unit ran for it programmed run time and then shut down properly, BUT- The default

Service Request Part 1-3

2572 words - 11 pages behind with a complete staff that is fully competence in providing assistance with computer hardware, software, network and our technical support team will provide 24-hour assistance. Some of the other services available (Onestopclick, 2011) 1. Online Self-Help Support-FAQ 2. Subscription-Based Support 3. Assisted Incident Support E-Mail Support, Phone Support, Advisory Services 4. Contract-Based Support Direct access to

Superiortechhelp - Helping Customers Remove Lenovo's Superfish Adware

545 words - 3 pages that can come with removing software on their new computers. Superior Tech Help with live tech support can help to resolve these major issues. A certified technician can quickly remove these types of software issues with a simple phone call. Customers can have the peace of mind knowing that their issues will be resolved quickly and they can do so by calling anytime, 24 hours a day, 7 days a week. Specifically, customers are finding it

Bus 210 Week 8 Checkpoint - Hardware-Software Components

604 words - 3 pages Axia College Material Appendix E Hardware/Software Components In your own words, describe the following hardware/software components Legacy systems | A legacy system is an out-dated database management that may still be in use at a corporation because its data cannot be converted to a new system, nor can the application program be upgraded. Newer software products can support a legacy system and are capable of importing the data

Business Plan - Child Tracking Device

4312 words - 18 pages . One of the many programming capabilities of this device will allow the family to set distance parameter guidelines, such that once the wearer of the device travels beyond a set distance from the base unit, the remote unit is automatically activated to alert the home base unit of the child's location, direction and speed of travel. This will be a great asset in assisting law enforcement agencies in recovering missing persons within minutes

Related Papers

Any Thing Essay

3957 words - 16 pages Director and/or the Executive Director of the Association. Requests must be submitted in writing, identifying the employee and his/her remote access needs to the MIS Director. Acceptable Use Hardware devices, software programs, and network systems purchased and provided by the company for remote access are to be used only for creating, researching, and processing company-related materials in the performance of the employee’s job duties. By

Business Applications1 Essay

997 words - 4 pages contact management software for Microsoft Outlook. Share sales data within your sales team or organization including support for remote users (MBAWare - The Business software source. 2007). Manufacturing The manufacturing managers use IT to process customer orders, develop production schedules, control inventory levels, and monitor product quality. They also use IT to design and manufacture products. Computer-assisted design (CAD) and computer

It255 Unit 3 Assignment 1

1270 words - 6 pages H. Underwood IT255 4/8/13 UNIT 3: Assignment: 1 Remote Access Control Policy 1.0 Purpose The purpose of this policy is to define standards for connecting to Richman Investment’s network from any host. These standards are designed to minimize the potential exposure of Richman Investment’s to damages which may result from unauthorized use of Richman Investment’s resources. Damages include the loss of sensitive or company confidential data

Software Piracy Under Ipr Regime Essay

2525 words - 11 pages Buying or using pirated software has many inherent risks, not the least of which is facing legal charges. Pirated software carries with it no guarantee the program will function as it should, and in cases where it does not you can expect no support, technical or otherwise. You will not be eligible for upgrades, updates or security patches. In addition, you run the risk of damaging your reputation, as criminal prosecution becomes public record