Helpdesk.Drew.Edu: Home Growing a Helpdesk Solution Using Open-Source Technology. - John Saul; Betsy Black; Erik Larsson (SIGUCCS, 2000)

A case study: implementing supportworks professional helpdesk at drew university. - Betsy Black; E. Axel Larsson (SIGUCCS, 2004)

Beyond simple e-mail: upgrading an entire campus to enterprise e-mail and calendaring with groupwise. - Betsy Black; E. Axel Larsson (SIGUCCS, 2006)