Hi, We have a lot of questions/ issues regarding the present ITSM data model , and its current "restrictions" as * companies not been able to have sub-companies * contract feature , able to regroup services ( and not linked as present to customer login) . Then contract to be associated to a company * SLA being able to be generic, and as such , associated to a Service , via a Contract ( possibly several SLA for a given Service under a given COntract) * ConfigItem to be associated to a contract / service , with the associated SLA chosen among the possible ones * location being able to be linked to one or more companies( shared locations) * customer users with independent customer ID to be linked to one company with the consequent UI behavior : ex : selecting a company , limits * the contract choice which limits the Service choice which limits the configItem , if any and then the SLA * then limits the possible customer users to be associated a ticket ( from the ones associated to the Contratc / service / ConfigItem) obviously this imposes to have fro each company at least one contract, with at least one Service and then optionally a SLA , in parallel optionnally a ConfigItem To our understanding, above features are ITIL compliant, ( unless otherwise demonstrated) , an reflect the real life of a service provider . is there any plans to move in these direction, at least partially. Any feedback will be greatly appreciated , as we have to make a choice to switch or not to OTRS/ITSM Thanks in advance Philippe Philippe de LUSSY Tel : 33 (0) 5 49 49 57 70 Chairman - CEO Mobile : 33 (0) 6 20 14 76 04 Email : philippe.delussy@e-qual.fr Fax : 33 (0) 5 49 49 01 16 e-Qual Arobase 2 Avenue du Futuroscope Teleport 1 86360 CHASSENEUIL DU POITOU France