Hello, I am trying to implement ITSM in our OTRS install and I am having a hard time figuring right way to use Services. I already created our business service catalog of services that we provide to our customers like Internet, Wireless, VPN, VoIP etc... Right now I am trying to create technical service catalog that will mostly consists of our internal infrastructure. What I cant figure our is where to put things like problems with invoices or claims from retail customers. My understanding of ITIL tells me that these type of things should be handled as problems under exact customer service. My boss on the other hand thinks that for these type of situations should exist separate technical services like billing or customer care. Do you have any thought on how to handle this? I would be also interested in hearing how you implemented this part of service desk with OTRS. Thanks With regards Branislav Brna