What is the difference between the Incident "Service" field and the Outage "Service" field?

[Suzy_Hyslip]

Could someone please explain the relationship between these two fields?  Is Incident Service what was affected and Outage Service the root cause?  Thank you.

[Tejas Adhalrao]

Incident Service → This is the business service impacted/affected by the incident. Example: If users can’t log into email, the impacted service is Email.

Outage Service → This is the service actually experiencing the outage (root cause). Example: If the root cause is Active Directory being down, then Active Directory is the outage service, even though Email is what users reporte

In short

Incident Service = what the user sees broken

Outage Service = what’s actually down in the background

[AshishKM · Accepted solution]

Hi @Suzy_Hyslip , 

The difference is mainly based on the applied context or purpose, how we have configured the underlying services in our system. 

Incident->Service is referring to end user/business entity.

Outage -> Service is referring to technical entity of "Incident->Service" 

Email example given by @Tejas Adhalrao is explaining well. 

-Thanks,

AshishKM