Thank you both for your replies. That has definitely provided me more to think about and options.

I still have the open question around reporting (at the Zoom, BlueJeans, M365 Office level). If I need to report at that level are my options either to take categories down to that level or the service offerings? If I wanted to keep the Service offerings at the higher "Collaboration Offering" level, how else could I report out? Would a user have to select an application service in the CI field (which could be messy trying to train users to look for that)?