[otrs] Feature-Requests for "OTRS goes ITIL"

Hi all, I was very appreciated to read on the otrs.org-Website that "OTRS goes ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever this means...? I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem) (We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high) Another weak point is the consideration/integration of SLA on ticket-work. Perhaps my posting helps efforts of the otrs-developers by initiating a discussion of this topic. Bye, Alex