Fellow Experts,
I am designing ITSM for one of my clients and I think I have a very valid question on the startegy of maintaining categories. In the ITSM, be it a Service Request or Incident; they are driven by Categorization. We have catergorization schema designed based on the current customer need. However once the ITSM is operational there mighty be need to change/add/modify the Categorization Schema in ITSM.
So what is the vision of SAP when it comes to maintaining the Categorization Schema in ITSM? Should we give access to end user to modify categorization or should it rest with Administrator? If it is end user driven then how can we simplify the experience of adding/modifying categories in ITSM for an end user?
Your thoughts are much appreciated.
Regards
Vivek