In the roles of Problem Management and Systems Administration, I think all too often we forget a simple truth: we don't support machines, but rather, the people who rely upon them. If a server is down, it is an issue not because of some abstract sense of personal pride that is somehow damaged, but more importantly because of the negative impact on the employees and customers that rely on the service. My philosophy in supporting the systems is that it is equally important to develop and maintain good relati