No discussion about the important role people play in systems management would be complete without looking at the topic of customer service. This chapter details the full spectrum of customer service within an infrastructure organization. It begins by describing how IT has evolved into a service industry and how this influences the culture and hiring practices of successful companies.
Next, we present techniques on how to identify who your real customers are and how to effectively negotiate realistic service expectations. Toward the end of the chapter we describe the four cardinal sins that almost always undermine good customer service in an IT environment.