TY  - BOOK
AU  - Tourniaire,Francoise
TI  - The art of software support: design and operation of support centers and help desks 
PY  - 1997///
CY  - Upper Saddle River, NJ
PB  - Prentice Hall PTR
KW  - Software support
KW  - Computer software industry
KW  - Customer services
N1  - Includes appendices, bibliography and index
ER  -