Requirement: Administrative staff employee IT service user with limited technical skills, wishes to modify current leased campus office phone for hands-free use.

Steps: Browse campus phone service shopping cart, find only expensive wireless equipment, talk to staff in-person to confirm the selected equipment works with the user's phone set and voice connection line.

Results: Select very expensive (approx. $350 wireless) equipment, submit local online ordering form through IST staff website.  IST-Telecomm order, including change to connection service is automatically instigated in background.

Afterwards: Discovered that employee in neighboring cubicle has an unused, very inexpensive, non-bluetooth headset that will work with user's phone.  Cancelled $350 order.  Received email about background voice service activity and responded with cancellation request.