We are going the opposite direction.  We currently have intakes for service requests and incidents where they can submit ideas of any size or flavour.   We were asked the question, why does the customer have to know the difference between an incident and a request, why have two intakes.  The answer is, they don't.   To the customer it's all just work that needs to be done.  We are going down to one intake and the analyst decides if it is an incident or request based on the definition.   If's its longer term it heads to CSI or idea.   Our customers have enough to do taking care of patients without having to learn IT lingo or definitions.   They need something they ask.  We file into the structure that we need it to be in.