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3) Asset Management: You can track product purchase history, total cost pf assets (depreciation). I think most importantly, you can also track which assets may be allocated to customers. This will prevent equipment such as laptops, printers etc from becoming missing/stolen, which is a big money saver. You could also track the specs on specific equipment. An example would be; a customer needs a laptop that has Windows XP and Microsoft Outlook installed. Quickly run a query with those two needs and generate a list of laptops w/ serial numbers that have both XP and Outlook installed.
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• Briefly explain why Web support has become increasingly popular, even for small support organizations. What job positions have been gained through Web support? What job positions have been reduced/replaced through Web support?.
Web support has become increasingly popular mainly because users can literally "Help Themselves". Numerous software companies have created online support engines, usually called FAQ's (Frequently Asked Questions), that a user can utilize and often solve the problem with out needing an actual live person. The next step in Web Support is called "Live Chat" (usually something similar to Instant Messenger). Live Chat offers an experienced support technician that can help you with your problem. These types of support are very popular mainly because they are free. Utilizing web support at no cost allows home users and small business owners who can not afford contracted technical support feel comfortable about buying a software/hardware product.
Some positions that may have been reduced or replaced could be: 1) Network Administrator; Provides second level technical support to end-users for networked PC hardware/software and peripheral devices, performs hardware and software installations, diagnoses and resolves hardware and software problems by telephone and at the desktop, interacts with end-users by phone and in-person at the user's workplace.