| year of publication | ISBN | author(s) | title |
|---|---|---|---|
| 1997 | 978-1-57125-025-4 | Mark W. Ellis | Using Service Goals and Metrics to Improve Help Desk Performance |
| '' | 978-1-57125-026-1 | Help Desk Institute | Seven Myths About Technical Managing Technical Professionals |
| 2006 | 978-1-57125-999-8 | Francoise Tourniaire · David Kay | Collective Wisdom: Transforming Support with Knowledge |