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8: Well-Equipped Employees

An attribute of world-class infrastructures that parallels well-trained employees is ensuring those employees are also well-equipped. Less-sophisticated shops sometimes sacrifice hardware and software tools in the name of cost savings. This is often a false economy that can drag out problem-resolution times, extend the length of outages, occasionally duplicate work efforts, and eventually frustrate key staff members to the point that they seek employment elsewhere.

While budget items need to be justified and managed, top-rated infrastructures usually find the means to provide the tools that their technicians need. These tools may include pagers, cell phones, personal assistant palmtops, laptops, at-home high-speed network connections, and specialized software for desktops.

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