From help desk and resnet to "Best Service Center in Town". - Niki Serakiotou; Aime Diaw; Thomas Bui; Richard Roberts 002; Carolynne White (SIGUCCS, 2008)

(Wiki + ResTechs) = (fresh documentation + organic knowledge management + training materials + good, cheap technical writers). - Niki Serakiotou; Aime Diaw; Thomas Bui; Richard Roberts 002; Carolynne White (SIGUCCS, 2008)