Before we start with software implementation we've created a Service catalog of all our services which are visible for our clients. Some customer use all Services, some just a few. In a first step we start with implementing Incident Management in JIRA SD, but in the future we'll set up other ITIL-processes like change or request fulfillment etc. in JIRA SD.
What I don't understand so far, what is the advantage or disadvantage of the structure when the Service Catalog is depicted as a request type. For a customer it would be very easy to see the Services as request types and choose there from the list and report an incident. But can I show the request types differently for each customer or not? Or would it be better to have just one request type "I have an incident" and then a customer has to select our Services in the field component?
What is your experience? What can you recommend? Or do you have other ideas how to depict a Service catalog?
