Question 2

During this search i installed the trial of the enterprise edition. I found out that there is been made a difference between Service categories and incidents/requests. But i don't get why i should be using the request anymore?

I mean with Service categories, the end-user hardly has to fill in a thing. He can't change category/subcategory which keeps the room for error to a minimum. (one of the things that annoys me with working with the request templates btw, the fact that you make up a template and that the user then still can change the cat and subcat is really not a safe way to work. Yeah i know you can disable it, but if you want "item" to work, you can't or item wont be working).

So whats the big difference? Why should i still use the "request/incident" way ??