As one of the founders of Solarvista Software, a leading UK-based developer of field service management software, I’ve been involved in hundreds of service management software implementation projects, large and small, complex and simple. These implementations are usually shaped as a result of the pre-sale procurement process with the “RFP” or Request for Proposal being at the heart of the “definition”. When software was purchased “the old way”, i.e. with large commitments (the “license fee” and let’s face it, “heavy contracts”) in advance, this made perfect sense. The customer wanted to know what they were getting and be sure of it. Of course, a completely understandable position. These RFP documents are usually a collection of individual requirements, gathered from submissions made by multiple individuals within the organisation.