This is where it all began. Years ago, and sometimes still today, business processes were analog. If you had a device in need of repair, you would call the manufacturer who would fill out a work order form explaining your issue. A service technician would be assigned the task of making a field visit to assess, and hopefully repair the issue. All customer files, product manuals, repair handbooks were hard copies. This meant that the service technician would arrive with a stack of paper that might include anything from the customer’s name and address to the product’s history and a listing of replacement parts to a date book listing the day’s appointments. Digitization is the process of making all of this information available and accessible in a digital format. (Fig.\ref{137766})