Betsy Black, E. Axel Larsson. A case study: implementing supportworks professional helpdesk at drew university. In Jennifer S. Whiting, Jayne Ashworth, Deborah Mateik, editors, Proceedings of the 32nd Annual ACM SIGUCCS Conference on User Services 2004, Baltimore, MD, USA, October 10-13, 2004. pages 26-29, ACM, 2004. [doi]
Abstract is missing.