An academic institution experiencing rapid growth in its student and faculty population faced numerous challenges in effectively managing its data and IT services. The university’s Management Information Systems (MIS) department, which is in charge of overseeing the data infrastructure and academic systems, found it difficult to optimize how data was used, ensure consistent delivery of IT services, and preserve valuable institutional knowledge.

A University experienced significant setbacks when its automation systems, critical for supporting its business processes, were approaching the end of their lifecycle. This created operational risks, including system failures and downtime, which impacted the university’s ability to efficiently serve its clientele. The situation worsened after the exit of the university’s lead computer programmer, a key individual who had been employed on a contractual basis. His dissatisfaction with the offered salary led him to leave, leaving the university without the technical expertise needed for system upgrades.

This analysis examines the justification for a computer technician's claim of a 50,000 peso repair charge for a server fix, emphasizing the significance of tacit knowledge in his expertise. In today’s competitive job market, specialized skills drive higher compensation due to their ability to enhance innovation and fill critical gaps within organizations. The technician's unique insights and experiences, rooted in tacit knowledge, enabled him to effectively diagnose and resolve the server issue, justifying his fee despite the simplicity of using a soldering pen.