An example email from my manager in the Monitoring Services department:
Your work on reducing the problems with the DB2 monitoring has been very impressive. You have thought outside of the box in coming up with inventive ways to address the issues. You could have easily said that it is a BMC problem in the way it works with DB2 but you did not.
You took the initiative to analyze the problems and once you understood the problem came up with very inventive solutions. While it is still not perfect (and will never be) you have increased the confidence of our staff in the product while at the same time, dramatically improving the service to our customers.
I know you are very busy and appreciate you following through with the issues.
Performance Analysis Manager