Tourniaire, Francoise <br/><br/>
Art of Software Support : Design and Operation of Support Centres and Help Desks 

 - New Jersey  Prentice-Hall of India  1997 
 - xii, 336p. 
<br/><br/>   
<br/><br/><label>ISBN: </label>0-13-569450-7 
<br/><br/><label>Subjects--Index Terms: </label>Software Support  Computer Software Industry - Customer Services  Computer Science  Automation