Case vs Incident Management

[Mahira]

Hi all,

I would like to understand why case management is used in Customer Service Management. What is the senitiment of using case instead of incident?

All   that can be achieved using case can also be done using incident management as well in my opinion.

Could some one help me in understanding this better?

Thanks a lot in advance.

Tagging danreinhardt

Regards,

Mahira

Message was edited by: Mahira Rahman

[Mahira]

Hi Brian,

Sorry for being late to reply.

This is what we concluded on our analysis on case vs incident.

Case Management has more of a "customer centric" approach when it comes to ticket handling.

So to answer this

"Is there a point of linking between a case and incident/incidents. I do not see this linkage Out of the box .

This is not there OOTB . But its possible to build this linkage . But before building this , please do consider if there is a need for this. You shouldnt end up building case management like incident management.

You can read more on this here : https://community.servicenow.com/docs/DOC-6008

Regards,

Mahira

[Vladi]

I think the main difference between IT Request (Incident or Service) and Case is, that you can lead Case to other type of cases, than IT. For example, HR case or Facilities request. However, the need could be covered by Call ticket in the first place.

[Hitoshi Ozawa]

This is an old thread but for information in our case.

There are 2 types of service flow. One that set the request when we do the request work and an other where requester sets the request to complete.

For example, if an employee wants to new pc, our work is completed when we provide an employee with a pc. In this situation, we can use Service Catalog in our Service Portal that only have a "purchase request".

Another type of request is when an user want to register a domain name is DNS. In this case, we enter a requested DNS name but the request is completed when the requester verifies that the domain name is properly registered. In this situation, we use Case or an Incident because we need to have the requester set the state of the request to "complete".

Case and Incident are also differentiated between if it's a "problem" or a "request". In the above situation with domain name registration, it's a "request" because the system is running normally.

An incident can be classified as when there is a system failure such as DNS server going down or when somebody mistakenly deleted somebody else domain name. In this situation, we want to system to revert back to the state that was before the failure.

[borisd_]

Hello guys,

On my side, I clearly understand the differences and the needs of "cases" compared to "incident".

I was just wondering, what's the difference between catalog items, because in fact you could use this "ITSM" application to create, assign, treat and publish items to do the "case" job, right?

Moreover, with this application (catalog items) you have all the tools to customize your "cases" needs : service contracts, tasks, workflow, approbation, ...

So what's the REAL differences between both, and why not using items catalog instead of case management (knowing that the ITSM licence is cheaper than CSM) ?

Best Regards,

Boris

[Steven44]

ITSM is for Internal service management, which means all records live within the same scope.  Though there is some ability to restrict viewing etc. of any record type to an individual or group of specific operators/agents, this does not fully separate records pertaining from one customer from those of another customer.  This is a problem as this scenario allows you to easily or mistakenly grant 1 customer the ability to view and interact with tickets pertaining to another customer, simply by adding a specific user as a watch entity, and especially if that user has not been explicitly restricted from viewing records pertaining to other organizations.  

CSM provides that all records of a specific customer are visible only within their context and there is no inherent opportunity for 1 customer's records to become visible to another customer unless they have been specifically permitted.

Additionally, Knowledge Base articles can be created based on the more Generic KB articles prepared in the ITSM components, then further customized to suit the specific context of the customer currently in scope.