Hi @darrelldjoh,

If you're 'just' an internal IT provider, that provides IT services with its own personnel, you're good to go with incidents. When you are servicing external clients with IT services, you might benefit from CSM ootb functions, that are not available in ITSM, or you might have to rebuild.

In case you are providing service to external customers or have products, that e.g., rely on IT systems, you can create a case and once IT is involved, an incident. Another scenario would be using a shared service desk for IT, HR, Facility, etc., but this can also be done with the Universal Request.

Hope this helps!