Plancher til Anskaffelse og kravspecifikation, Forår 2007 Notat om it-kontrakter for it-folk + User support Plancherne om it-kontrakter er en oversigt over notatet. Plancherne om user support stammer fra kompendiet, del A.12.

Aftalelov: Tilbud og accept forpligter parterne (rettigheder og pligter). Mundtlige og skriftlige aftaler lige gyldige. Kontrakt: Skriftlig aftale. Lettere at bevise hvad der er aftalt. Kontrakter 1: Grundlæggende principper Købelov: Aftale om levering af en "ting" (formuegode) mod betaling. Misligholdelse: Aftalen overholdes ikke, fx: -Forsinkelse -Mangler ved det leverede Tvister (man kan ikke blive enige): -Domstol -Voldgift -Mediation (mægling) Skabe win-win. Hurtigt og billigt. Ikke offentlig. En vinder (der har mistet penge) og en bitter taber. Dommen er offentlig. Lidt mere uformelt. Lidt dyrere. Bindende. Ikke offentlig. Handelskøb: Ved forsinkelse. Ved (for køberen) væsentlige mangler Rettigheder ved misligholdelse (misligholdelsesbeføjelser): -Hæve købet (parterne giver ting og penge tilbage) -Udbedring af manglen -Afslag i pris -Erstatning hvis en part har lidt tab Ved it-kontrakter også: -Bod (betale for forsinkelse / mangel) -Ændre aftalen

Omfattende kontrakter der regulerer (har regler for): -Behov og løsning -Mangler -Underleverandører -Parternes forpligtelser -Rettigheder -Hvad skal ske hvornår -Afprøvning -Misligholdelsesbeføjelser -Ændringer af aftalen -Andre hændelser, fx strejke, konkurs -Forrang -Tvister -osv. Kontrakter 2: IT-leverancer System (produkt), tjenesteydelser (support, mv.) Analyse, driftsprøve, mv. Hvornår må man hæve? hvor stor bod? Kunden godkender løsningsbeskrivelsen, men det viser sig den ikke opfylder kravene? Fortolkningsrækkefølge ved domstole: -Ufravigelige regler i lovene -Specielle regler i kontrakten -Generelle regler i kontrakten -Sædvane og branchekutymer -Love på området -Tidligere domme Udbredte standard-kontrakter: K18, K33, K01, PLS Købeloven siger fx at sædvane har forrang

Kontrakter 3: Tidsforløb iflg. PLS-kontrakten Prækvalificering Udbud Tilbud Kontraktunderskrift Løsningsbeskrivelse godkendt Overtagelsesprøve godkendt Driftsprøve godkendt (svartider, mv.) Garantiperiode udløber Kontrakten udløber Kravspecifikation. Ofte med kontrakt vedlagt Overordnet løsningsbeskivelse. Ofte med kontraktforbehold "Analysefase". Detaljeret løsning / design. Kan indeholde prototyping. Hævebeføjelser med kompensation til leverandør. Hævebeføjelser ved væsentlig forsinkelse. Levering er sket - kunden skal forsikre systemet Hævebeføjelser ved væsentlig forsinkelse / mangel Kunden må anvende systemet Mangler udbedres via vedligeholdsaftalen Væsentlige mangler udbedres gratis EU begrænset udbud

KA: Fig 12.1 Support situations Getting started: IT-Reluctant user: “I never figure out about this”. IT-comfortable user: “Let me give it a try”. Super user: “I should be able to figure out without the manual”. (If not: Uses manual and/or on-line help.) Proficiency: Learning to work fast and master the system. Lookup - task-related: “How to pay the bill partly credit card, partly cash?” Lookup - system-related: “If I cancel a stay and then Undo, will the guest get the same room? Remember - task-related: “I handled a split pay once - where did I start?” Remember - system-related: “Which discount code - 03 or 05?” “What are the parameters to DLookup?”

Paper Book Card Computer On-line help Pop-up, drop-down lists On-screen guides Wizard Assistant Human Course Hot-line Super user Colleague Documentation & support method Potential use KA: Fig 12.2 Support methods vs. context Legend: SU=suited for super users. U=suited for other users. (U)=partly suited. ?=still experimental SUSUSUSU UUUU ?SUSUSUU (U)UUU ?U?UU UUUU UUUUUU Getting started Proficiency Task System Task System LookupRemember Support situation

Getting started Proficiency Task System Task System Paper Book Card Computer On-line help Pop-up, drop-down lists On-screen guides Wizard Assistant Human Course Hot-line Super user ColleagueSU UU(U)(U) (U)U(U)U U UUU UUUUUU Documentation & support method LookupRemember Support situation Hotel system KA: Fig 12.3 Support plan for hotel system Legend: SU=suited for super users. U=suited for other users. (U)=partly suited.

Hotel System - basic tasks Check in a guest who has booked Find the guest from name, street or phone Or find the guest from stay number (booking number) List of matching guests. The booking should be here. Select it. Use Show stay to tell the system that the guest has arrived. Use Find guest to see guests that match When the guest is in the list, but not his booking: Try Guest history to find his stay - he may have booked for another day. Check in without booking When the guest has not booked or you cannot find the booking: Try finding the guest from name, street or phone. (Always check to see whether it is a regular guest.) If the guest is there: Use New stay to check him in without a booking. If the guest is not there at all: Use New guest to record the guest and check him in. Finish check in Check details with the guest Check that the rooms are right. Delete wrong room lines with the menu Stays  Delete room line Add rooms with the Room Selection window. Use Check in to tell the system that the guest has arrived and uses the rooms Set the period that the guest stays Usually you want to see only free rooms Select the room for the guest. Use Book or Check in to give the room to the guest. Use Find room to see rooms that match Select rooms Selected free room Someone is checked in Room booked from Open the windows you need - main menu Open Find Guest window Open Room Selection window In case of mistakes: Undo the last change In case of mistakes: Undo the last change (see the main menu)

Work fast - use the keyboard - drop the mouse Tab from field to field Alt+L moves cursor here (because Last has underscore) Alt+F pushes this button (Find has underscore) F6 to enter list area.  to move up or down. Alt+  to unfold list. Enter or Tab to select. Esc to undo. Ctrl+F6 to enter next window. Ctrl+F4 to close window. Alt (without other keys) to enter menu area.   to move around. Enter to select. Esc to exit menus. Ctrl+Z to undo last change. Menu navigation Field navigation Booking a guest Use the Room Selection window to see whether there are free rooms, prices okay, etc. Use the Find Guest window to find the guest from name, street or phone. (Always check to see whether it is a regular guest.) If the guest is there: Use New stay to see a fresh booking for him. Select a room and Book it for the guest. If the guest is not there at all: Use New guest and record guest details. Select a room and Book it for the guest. The system files the booking as soon as you press Book. You don’t have to close the window. If the guest wants more than one room: Select the room from the Room Selection window. Use Book again to book this room too. If the guest wants a confirmation letter: Use Print confirm. Checking out a guest Use the Find Guest window to find the guest’s stay. Enter the room number and night (notice: night is not this morning, but yesterday). Use Show stay to open the stay window. Check with the guest that it is the right room or rooms, the right number of nights, etc. Check with the guest that all Services are recorded - also this morning’s breakfast and last night’s minibar in the room. Add any missing service in the star-marked line. You may use Draft invoice to print a draft for the guest to check. Make sure the pay form (Master, Visa, etc.) is correct. Then use Check out to print the real invoice. Receive payment. The system records that the guest has checked out as soon as you press Check out. You don’t have to close the window. Recording breakfast and services Breakfast list: When the printed breakfast list arrives from the bar, record all the servings: Use the main menu to open the Breakfast list window. Check that it is the list for the right date. Enter the number of servings room by room. A cross on the list indicates that nobody stayed in this room last night. There should be no servings for this room. As soon as you have entered a number, the system records the service on the guest’s stay. Other services: There will usually be a paper slip or voucher specifying what the guest has got, for instance drinks or sauna. Record such a service in this way: Use the Find Guest window to find the guest’s stay. Enter the room number and night. Use Show stay to open the stay window. On the Services tab, enter the service in the star-marked line.

Table of contents 1.Introduction? Installation? 2.Tutorial - getting started Part B. How the screens work 3.Breakfast list 4.Find Guest screen 5.Main menu 6.Room Selection screen 7.Service List 8.Stay screen Part C. Tasks in the hotel 9.Booking 10.Checking in 11.Checking out 12.Changing a stay 13.Breakfast and other services 14.Room repair 15.Price changes 16.Rebuilding the hotel Error codes and overviews? Glossary? Index KA: Fig 12.5C Structure of reference manual System-related lookups Task-related lookups Dubious Critical Maybe Dubious