We manage huge internal networks. We provide technology services to remote facilities. We support thousands of external consumers of our products. We have Web sites, CRM systems, accounting systems, straight-through application systems, claims submission applications, etc.–literally scores of applications and many categories of customer. And what do all these data processing systems have in common? At some point in time they all will require technical support.

Technical support for computer systems has become extraordinarily difficult. Why? Because the rapid proliferation of personal computers and applications to serve those computers has been done without proper attention to standards. The Internet has served only to exacerbate the problems we create by ignoring standards. In addition, computer users have come to believe any problems they are experiencing must be caused by the provider of the service they are consuming. I can't think of any other branch of technology where this is the case.

Consider radio. For most commercial radio broadcasts in North America, there are two sets of standards that must be adhered to. One is based upon amplitude modulation of the carrier signal (AM), and one is based upon frequency modulation (FM). Each has a defined set of frequencies on which it can broadcast as well as regulated power limits. Radios are commodities that are readily available and can be counted on to receive and translate signals and deliver audio to the user. Contrast this to HTML.