What is the difference between creating an incident from ServiceNow application and service catalog?

[Madhusagar Pal1]

What is the difference between creating an incident from Service-now application and service catalog?

[Saurav11]

Hello,

An incident, by definition, is an occurrence that can disrupt or cause a loss of operations, services, or functions. Incident management describes the necessary actions taken by an organization to analyze, identify, and correct problems while taking actions that can prevent future incidents.

 

Service catalogs are basically predefined request where a user can raise the Request and then it will go in a predefined flow and the backend group already knows what steps needs to be done.

Let's take an example over here:-

There is a catalog item name rest your password. As the name suggest if you  raise this catalog your password will reset. So the catalog is predefined for what is is basically.

But now let's suppose suddenly you or many users are unable to use the password so at that time you will create incident as it is an error and not a predefined request.

Incase if any other information required let me know

Please mark my answer as correct based on impact.

[Mark Roethof]

Hi there,

Can you expand your questions a bit instead of just posting one liners? What did you already investigate, what is unclear, what is your real question, etc..

Kind regards,
Mark

[Musab Rasheed]

Hello,

See Servicenow application may not be proper work it should be servicenow native application and Just to explain in Layman's language

1) Servicenow Application - Basically it is like creating Incident from Servicenow native UI like below, Generally this requires any internal role to have access to native UI and to Incident module.

2) Service catalog: Simply means creating Incidents from Service portal or In developers language it is called front end, Most of the users have access to this form to report any Incident , and Actually this form is called Record producer and not service catalog. You can search for difference.

[Musab Rasheed]

@Madhusagar Pal1 Please mark my response as correct and close the thread