1 Introduction
Tools to support the service request catalogue have been evolving rapidly. The catalogue has grown from a tedious, form-based catalogue to a true internet shopping experience, with smart content and device sensitivity coupled with point-and-click ordering. Gone are the old days of answering a lengthy questionnaire and then waiting for someone to fulfil your request – or are they?
The truth of the matter is that while the tools used to deliver the service request catalogue have matured significantly, the same people who designed paper-based request forms for years are still implementing them, and many of these people have not yet made the transition to a fully automated environment. The result is that the power of the tools is ...
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