Use Department instead of Organization or Organization Unit
The current ServiceDesk system and documents refer to Organization or Organizational Unit almost interchangeably. Organization implies the top level of a management structure when it is referring to a departmental level within SD. It is also confusing for users who are asked which Organization or OU they are in. They work in a department of a company. Why not use Department at the lower level and keep Organization for the top level.
It would also reduce the confusion when working with Active Directory with which many users are familiar.