Case Management Covers B2B and B2C scenarios.
B2B - Your Organization Procured Service Now Instances from Service Now (Provider) , as an organization
we have any issue we raise case with them using HI Portal.
B2C- At your home You have AIRTEL Boardband and you are consumer of this. This is an example of B2C Business to Consumer scenario.
Basic Use Cases
So customer reaches to Provider using a CASE and CSM has it own Install base which is connected with CMDB.
Regards
RP
