What are the differences between Demand, incident and problem?

[varadharaj_a]

Hi All,

I am very new to our Service Now. Could you please let me clarify the differences between Demand, Incident and Problem ?

Thanks

Guru

[ramireddy · Accepted solution]

While incident and problem are related, Demand is entirely different.

When an incident hugely impacts any Configuration Items, they will be converted as Problem tickets. Problem tickets means, they causes bigger impact.

[zica]

Hello All,

I suggest you to go through this article. It provides large number of examples to understand the difference between incident and problem. It is very subtil : Incident and Problem: What is the Difference

"ServiceNow Demand Management centralizes strategic business and IT requests, streamlining the investment decision process for new products, services, repairs, and enhancements. From a single dashboard you get visibility into project health, cost, and portfolio performance, along with the ability to centralize, collect, and prioritize all demand. You get the ability to assess, manage, and accurately forecast demand for products and services."

Using Demand Management - ServiceNow Wiki

[Chuck Tomasi]

Here's my versions:

• Incident - tactical break/fix tickets for IT to resolve
• Problem - potentially related incidents that need a root cause found and possible change request to resolve
• Demand - input to assess ideas to turn in to possible projects

Incident management - ServiceNow Wiki

Problem Management - ServiceNow Wiki

Demand Management - ServiceNow Wiki    

[varadharaj_a]

Dear Brothers,

Thanks a lot for yours valuable suggestions and guidance. It is more helpful to me.

thanks again