TY  - BOOK
AU  - Tourniaire,Françoise
AU  - Farrell,Richard
TI  - The art of software support: design and operation of support centers and help desks 
SN  - 0135694507
AV  - QA76.76.S66 T68 1997
U1  - 005.3/068/8 20
PY  - 1997///
CY  - Upper Saddle River, N.J.
PB  - Prentice Hall PTR
KW  - Software support
KW  - Computer software industry
KW  - Customer services
N1  - Includes bibliographical references (p. 331) and index
ER  -