Service management is business oriented, what is the service we are providing and how do we deliver it, and how do we agree with the customer what we deliver. And when the data is structured, other interesting oppurtinities become possible.

This particular use case is people working together to collect data in a workshop. 10 people don’t want to see somebody searching for the right place in a form, it interrupts the flow of the meeting. You need to capture the ideas raw, and then structure later. That is where question anout how unstructured data is captured in strucured format pops up.

It is a workflow I directly support in my tool, not a generic tool like yours.