| Description |
1 online resource : illustrations (black and white) |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
INITIAL PRODUCT ACQUISITION; ; Equipment and Application Acquisition ; Introduction; Application Selection Dictates Hardware Selection; Background; Application License Acquisition; Going Naked; Operating System Acquisition; Acquisition Model: Direct from the Original Equipment Manufacturer; Platforms as Monopolies; Multiyear Commitments; Operating System and Machine Code License Lock-Ins; Strategic Partnerships; The Win Room; Credible Competition; Acquisition Model: Channel Partners and Authorized Resellers; Competition between Partner or Channel Sources; Controlling Discounts; Selecting. |
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Partners; Acquisition Model: Wholesale Distribution; Gray Market; Counterfeit; Acquisition Model: Retail and the Internet; Retail Service Plans; Internet Buying; Acquisition Model: Used Equipment; Summary; Notes; ; Initial Support and Maintenance ; Introduction; Maintenance in the Digital World; Hardware Maintenance; Software Maintenance for OS and Applications; Consumables; Defect Support; Hardware Maintenance; Redundancy, Self-Healing, |
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And Fault-Tolerant; Gaming the Service Level Agreement; Software Maintenance; Serviceability; Disaster Recovery and Backup; "Appliances" and "Black Boxes"; Summary; Notes; ; Hardware Warranty Models ; Introduction; Limits and Purposes of Hardware Warranties; Precontracted Parts and Labor Warranties; Accounting for Prepaid Service Agreements; 90-Day Parts and Labor Warranties and 12-Month Parts Warranties; Self-Repair; Parts Only; Original Equipment Manufacturer Depot Repair; Labor; User Depot Repair; Time and Materials; Transaction Volume Sensitive Warranty Models; Preventative Maintenance; Scheduled Maintenance; Summary; Notes; ; Software Warranty and Support Models ; Introduction; Initial Acquisition; Software Warranty Functions; Copyright and. |
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Piracy; License Audits; Maintenance Pricing; Treatment of Upgrades and New Releases; Patch Management; Controlling Maintenance Pricing; Going Naked; Independent Support; Switching Systems Software Vendors; Summary; Notes; ; Finance and Accounting Issues for Maintenance and Support ; Introduction; Initial Purchase; Tangible Assets and Intangible Software; Lending and Leasing; Internal Accounting; Manufacturer (Original Equipment Manufacturer) Captive Leasing; Ease of Contracting; Operating Lease Treatment; Residual Value; Licensed Software and Residual Value; Tethered and "Black Box" Products; End of Lease. |
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Issues; Summary; Notes; ; POSTWARRANTY SUPPORT AND MAINTENANCE; ; Responsibility for Defect Support ; Introduction; Software Defect Support; Types of Patches; Hardware Defect Support; Logic Flaws (Hardware or Machine Code); Updates versus Upgrades; Defect Support of Component Failures; Engineering Change Levels; Remote Diagnostics; Summary; Notes; ; Postwarranty Hardware Maintenance; Introduction; Limitations of Warranty; Voiding Warranty Purpose of a Warranty; Carry-In Warranty; Warranty Pricing; Original Equipment Manufacturer Postwarranty Support; Independent Service Organizations; Downside of Independent Service Organization Offerings; Parts Warranties; Machine Code and. |
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Embedded Software; Self-Repair; Automotive Repair: Converging Issues; Five Requirements for Repair; Diagnostic Tools, Diagnostic Software, |
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And Error Codes; Tools; Documentation; Service Parts; Machine Code; Summary; Notes; ; TECHNOLOGY PRODUCT DETAILS; ; Machine Code and Embedded Software; Introduction; Defining Machine Code; Machine Code Divides Hardware from Software; Tangible Asset Limbo; Functions of Machine Code; Machine Management and Access Control; Feature Activation; Service Access and Setting Passwords; Maintenance Access Control; Feature Validation; Diagnostic Routines and Error Reporting; Remote Diagnostics; Configuration Access. |
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Control; Feature Activation; Repair Issues; Consumer Issues; Copyright Issues: Digital Millennium Copyright Act and World Intellectual Property Organization; Copyrightable Code; Litigation and Legislation; End-User Litigation; Competitive Attacks; Legislative Efforts; Summary; Notes; ; Service Parts ; Introduction; Proprietary Parts; Commodity Parts; FRAND/RAND Parts; Original Parts; Plug Compatible Parts; Remanufactured Parts; Refurbished Machines; Gray Market Parts; Counterfeit Parts; Used Parts; Obsolete Parts; Summary; Notes; ; Service Restoration and Support Process; Introduction; Reporting; Call Centers and Ticketing. |
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Systems; Nonticketed Events; Specialist Hand Off; Severity and Call Triage; The Service Level Agreement; Service Entitlement Database; Diagnostics; Specialist Handling; Technicians; Closing Tickets; Categories of Repair; Monitoring the Service Level Agreement; Reverse Logistics; Return Merchandise Authorization Monitoring; Summary & |
| Subject |
Computer systems -- Management.
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Computer systems -- Purchasing.
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Software maintenance.
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Product life cycle.
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Centres de traitement de l'information -- Gestion. |
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Systèmes informatiques -- Achat. |
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Logiciels -- Entretien et réparations. |
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Produits commerciaux -- Cycle de vie. |
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Computer systems -- Management. |
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Product life cycle. |
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Software maintenance. |
| Other Form: |
Print version: 9781482232783 |
| ISBN |
9781482232790 (PDF ebook) |
|
1482232790 (PDF ebook) |
|
(hbk.) |
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