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One of the problems with the way IT is usually structured is that the first time a customer sees a technician is when something is broken; and if the customer associates the technician with broken things then this is not a good customer experience.

I worked as a field service technician in the data processing market years ago. The company had us do regular preventive maintenance which was more like public relations in that the customer got to see their technical support during a non critical onsite visit. This level of service is expensive and no longer expected.