Change CSM Case applied entitlement to indicate additional Services being delivered and new SLAs

[Bill Davenport]

I am using Customer Service Management (CSM) Case to address customer hardware issues. 

Devices (Assets) have Contractual commitments to Service Offer 'bundles' which may, in turn, contain one or more Service Deliverables (example Service Offer "Hardware Support" may contain three entitled Service Deliverables "Remote Diagnosis", "Parts Replacement", and "Deskside Support".

Each Service Deliverable *may* have its own schedule and commitments or they may share the same values.

Example:

Remote Diagnosis may have a Response Commitment of 2 business hours to acknowledge and assign the case.

Parts Replacement may have a Response Commitment of end-of-next-working-day to deliver a replacement part.

Deskside Support may have a Repair Commitment of end-of-2nd-business-day to complete the work.

    OR 

All three may share a Commitment to Repair by the end-of-next-working-day despite services being 'sequential'.

Today, 

Weighting logic determines the best available entitlement to set as my initial Applied Entitlement.

Remote Diagnosis (acknowledgement/assignment/initial triage) occurs within the case

Parts Replacement happens in a Related Record to the Case - a Part Order

Deskside Support happens in a Related Record to the Case - a Work Order Task

... the two Related Records use business rules to determine changes to their respective records and subsequently update custom field attributes/values on the parent Case.

These case attribute changes drive the application of additional SLAs on the Case.

My question is ...

... would it be appropriate to simply ***change my Applied Entitlement*** to indicate the provision of a new Service Deliverable (from the current contractual Offer or even from a different available contractual Offer) and use that change to trigger attachment of a new SLA metric?  (currently running SLAs would not be affected unless their Stop/Pause/other conditions are met)

P.S. I was reading about defining Case Types (com.snc.csm_case_types) where Stages, Record Producers, State Flows, etc. within case.  I'm hoping I don't have to take this route to accomplish what I require.