Computer Support: Indirect Support vs. Direct Support

The following article has been made available to UCLA students, staff and faculty with the permission of
Consortium for Service Innovation

THE TRANSFORMATION OF CUSTOMER SUPPORT by Greg Oxton
Executive Director, Consortium for Service Innovation – UCLA-only link

You can request a copy of the article, “A Demand-Based View of Support,” available at http://www.serviceinnovation.org/DemandView.