Redefining Work Types and Customer Intake

Good afternoon,

My organization is working to redefine our current IT work intake processes which all starts with a standard definition of IT work: projects, enhancements (non-standard IT requests), service requests, and incidents.

While the latter two we have clear definitions, it's the differentiation between projects and enhancements (non-standard, sub project level efforts) to which we are hoping to improve for both internal IT users and our external customers.

Attached is our current state definitions between IT work types.  Our definition of project is conditional largely on IT resource needs (> 120 total IT hours or 3+ distinct teams/resource groups).  As you can tell, this definition can be quite confusing to an operational customer and even within our IT department.

Looking for input from other Healthcare Organizations (academic medical centers, hospital networks, etc) as to how you define Projects and non-standard, sub-project (Enhancements or other Agile record type) with your customers?  Any lessons learned on how to create clear delineations between these types of requests at the point of intake (Service Portal) to effectively route Demands?

As always, thanks for your help and feedback!

JR Laprime