@inproceedings{mci/Hengstebeck2016,
author = {Hengstebeck, Ingo AND Grzemski, Sarah},
title = {Neue wege des kundensupports im IT-servicedesk des IT centers der RWTH Aachen university},
booktitle = {Informatik 2016},
year = {2016},
editor = {Mayr, Heinrich C. AND Pinzger, Martin} ,
pages = { 933-945 },
publisher = {Gesellschaft für Informatik e.V.},
address = {Bonn}
}