@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:
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It ensures the ticket gets routed to the right support team quickly.
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It allows for better tracking and reporting on that specific service.
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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
