Knapp, Donna
A guide to customer service skills for the help desk professional
Course Technology, Cengage Learning, 2011
Buku Teks SO
Yoga Arief Priswanto
Evaluasi service desk: studi kasus HAI DJPb Direktorat Jenderal Perbendaharaan = Service desk evaluation: case study HAI DJPb Directorat General of Treasury
2019
UI - Tugas Akhir
Barros, Alistair, editor
Handbook of service description: USDL and Its methods
Springer, 2012
eBooks
ThinkPad i series 1200/1300 : service and troubleshooting guide
IBM Corporation , 2000
Buku Teks
Toufik Gozali
Perancangan quality of service pada jenis produk berbasis internet protocol: studi sasus PT Telekomunikasi Indonesia = Quality of service design on internet protocol based Product: the case study of PT Telekomunikasi Indonesia
Fakultas Ilmu Komputer Universitas Indonesia, 2019
UI - Tugas Akhir