Currently the Customer object is not connected with ITSM Change, which hinders to have an overall look of all changes/work orders related to the customer.
If it was possible to have a lock-up field for the Customer object, agents could easily choose an existing customer from the lock-up field in the ITSM Change. This prevents wrong spelling of the customer name in a customized text field. It also helps the Agents to get all the necessary information they need about the customer - simply by clicking on the customer name.
If this feature takes place - please make the ITSM Change hidden for the customer even if the customer is linked to it. We don't want our Work Orders and other information in the ITSM Change to be displayed on the customer page.