Back in my younger days I had taken on a few new hobbies that strike fear into the hearts of most mortals; Auto Mechanics. While working on vehicles, especially your own, can be terrifying imagine placing a necessary part on incorrectly that would eventually lead to failure and possibly serious injury to yourself or others. Luckily I had some backup while working on my truck. The individuals at the auto shop, that I did most of my work at, were knowledgeable and always willing to help (when they could get to you).
One specific experience rings loudly in my head to this day (for more than one reason, as you will soon find out). While driving around San Diego, I noticed a rather unnerving grinding/squeaking noise emanating from one off my wheels. I quickly headed to the local parts store to pick up a new ball joint and proceeded to take on the attempt to fix it.
Long story short, after some nuts, bolts, cuts, and bruises, I finally got to where I needed to remove the part. One of the techs there suggested using a hammer to bang it out of the coupling (or whatever it's seated in). Thirty minutes later, I was tired, frustrated, sore, and deaf. Come to find out there was a perfect tool at my disposal, which cut the job down to approximately five minutes. One of the individuals at the shop told me that "no one had been able to make it work". Needless to say, I made a liar out of him.
Similarly, we provide the resources that allow our customers to quickly and effectively attack a possible situation and fix the problem. Our technicians are the best in the industry and our primary focus is to ensure that customer satisfaction is at its highest. We have several tools at our disposal and offer those tools, and guidance on using them. Also, much like the staff at the auto shop, we try and point our customers to the 'tricks of the trade'. We have an extensive knowledge base that can assist with day to day problems.
Quite on the contrary, though, we never discourage using certain tools because we don't think that they'll work. As anyone in IT can attest to, just because something doesn't work the first time doesn't necessarily mean that it's a lost cause. With the right instructions and a little bit of patience, a little can go a long way. The trick is to use the correct tools for the job. While an ICMP request will tell you that the server's online, it won't give you the reason for outages like output from /var/log/messages or event viewer would.
Luckily, I don't think I'll be changing a ball joint on my car any time soon but I'm always learning new tricks and tools that I can use to further enhance my proficiency and I'll always be happy to share those tricks to you; our loyal customers!