At present support items and service items cannot be associated with the same category. This means that there a category needs to be defined for each type of request. This causes frustration and confusion to end users who have to determine whether their need is for 'service' or 'support' when navigating via the tiles (categories) as not all users use the search functionality.
By combining support and service items into a single category end users would not need to know whether their request will result in a support (Interaction/Incident) or service (Change/Request Fulfilment) record being raised. This is purely the fulfilment method for the SM operators.