With the Services defined and the Request Types built out to align with the Services offered and the SLAs established. This would be a good starting point to create a Service Catalog that is available on the Self Service Portal. This could be a simple tab along the top with the FAQs etc.
Ideally, the Service Catalog would be tied to a Request Type which would follow the routing rules and such associated with the Request Type. The Service Catalog would follow the visibility of the Request Type. The Service Catalog could also display some of the Alert information to communicate the SLA associated with that Service Catalog item.
Some other ties into the system like Parts and Billing, for when someone request a new mouse the information of what/how many are in stock can be displayed.
The challenge is that Services are at a higher level than the Request Types. Meaning there will be a 1 to many relationship (Services to Request Types). Also a nice description of the Service, a How to request and Service and capacity/availability of a service are also part of a Service Catalog.
Initially, I would accept the tab at the top with a free form html page we could create that would tie into the API to generate a ticket in the same fashion as an email. This means that the Service Catalog would use the same Request Type that the email system uses for submitted tickets.
