Equipping network service technicians with advanced tools that increase their effectiveness and reduce costs is the objective. Yet, the field network technician community has lagged behind other aspects of network operations in that they have not shared in the explosion of data and applications on their mobile devices, designed to achieve that objective. The exact requirements that must be fulfilled are elusive, as any initial needs specification, once fulfilled, can drastically alter the perception of what is really needed, due to shifting use cases and operational processes. This paper describes how the technology created by Alcatel-Lucent Services Delivery Tools (SDT) is being applied to that end. © 2013 Alcatel-Lucent.