I wanted to start a thread to get other users input on how they structure ServiceDesk.  We have been using it for years at our Help Desk, and recently got approval to implement it to all of our IT department.  I find it a challenge to properly seperate Categories, Subcategories, and Sites.

 

We have 2 primary areas:

I was thinking on seperating the 2 areas into seperate sites.  However, how do most of you arrange categories/subcategories?  Is it by application, by area, or some other way?  Also, since the users will not be associated to one site, they still need the ability to submit tickets to the entire IT department.  Would I limit myself by splitting up the areas to seperate sites?  What would I gain or lose by this strategy.

 

Thanks.