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How about a little standardization in the world. Most times if you call in 4 times, you will be told 4 different things. I've been in IT for about 20 years. I'm happy to start seeing some helpdesk certifications to standardize internal procedures much better. Two of the best I've seen are Globalbenchmark Inc (www.globalbench.com) and HDI (thinkhdi.com). I'm told globalbench is better especially if you're on your own budget. PLEASE STANDARDIZE MORE!!!!