The user

The term user rarely refers to a single biological unit. This is why you have security groups, as discussed in Chapter 13. As soon as you define or categorize the levels of user groups that you need to support in your organization, you can enforce change-management procedures on those groups.

If you are involved in client management, you should make an effort to become a member of the change-control team. You should also get to know your users, the type of software and applications that they need, and how they work with their computers, treat their computers, and interact with their computers.

You have two main types of user or worker, as described in the following list:

♦ Knowledge workers. Your knowledge workers are usually the workers who are applying a particular skill set or knowledge base in their job. These people are your engineers, technical-support people, accountants, lawyers, designers, and so on. Knowledge workers usually have a permanent office, and they use their computers for most of the day. Because their machines are constantly in use, losing them would be costly for the company. They can be considered advanced users.

♦ Task-oriented workers. These workers are data-entry personnel, receptionists, office assistants (to varying degrees), order takers, and so on. Most of these users would not need more than a terminal and a terminal service account to perform their duties. These users can be considered your basic users.

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