Creating Incident against Service Offering

[Khill]

Is there ever a case where a person would/should have to create an incident against a Service Offering? If so, could someone provide an example?

[SumanthDosapati · Accepted solution]

@Khill 

Yes, there are definitely cases where raising an incident against a Service Offering makes sense — and in fact, it’s the recommended approach in many environments.

For example, if someone is having trouble connecting to the VPN, and VPN Access is defined as a service offering under something like “Remote Work Services” or “IT Connectivity,” then logging the incident against that offering helps in multiple ways:

• It ensures the ticket gets routed to the right support team quickly.

• It allows for better tracking and reporting on that specific service.

• SLAs tied to that offering can be properly applied and monitored.

So, using Service Offerings when creating incidents isn’t just about structure — it’s about accuracy, efficiency, and better service management overall.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth