Microsoft Sourcebook for the Help Desk: Techniques and Tools for Support Organization Design and Management

by Microsoft Corporation, Linda Glenicki (Foreword), Mark Perry (Foreword)

reference includes a complete update of all topics covered in the first edition, plus plenty of information on important new topics including migration, Intranet and Internet strategies, and help desk strategies in multi-vendor environments. The CD contains templates, checklists, and customizable ""maps"" of decision-making criteria.

477 pages, Paperback

First published January 1, 1997

About the author

Japanese: 日本マイクロソフト株式会社