A bad worker may blame their tools, but a good worker knows when to thank them. IT departments invest a huge amount of money and time into sourcing and implementing the technology and tools their IT staff will use. It is essential to ensure staff recognize the potential of those tools and use them in such a way that enables them to be the best IT professional they can be.

Providing a great IT service means having a strong understanding of the support tools available; service desk, self-service, remote support, IM, release management and CMDB are all good examples of tools an IT support worker has at their disposal to make their job quicker and easier. However, how often have you found IT staff taking the long way round through lack of understanding or knowledge? Finding a candidate who knows their tools and how to leverage those tools to provide better services is key. By asking this question you are not looking for brand names or software suites, but more for the knowledge of what is possible and how engaged that person is with today's technology and what value it creates for them and their customer.