Help Desk Institute

year of pub­li­ca­ti­onISBNauthor(s)title
1997978-1-57125-025-4Mark W. EllisUsing Service Goals and Metrics to Improve Help Desk Performance
  ''978-1-57125-026-1Help Desk InstituteSeven Myths About Technical Managing Technical Professionals
2006978-1-57125-999-8Francoise Tourniaire · David KayCollective Wisdom: Transforming Support with Knowledge