What is the difference between RITM vs Incident?

[sreenivassinsta]

What is the difference between the RIYM VS INCIDENT? 

[BryanS413339635]

Are you referring to the difference in record types in ServiceNow or more broadly in ITIL terms the difference between an Incident or Request?

[LisaKomidar · Accepted solution]

An incident = "something is broken"

A RITM = "I want or need something"

[Sagar Pagar]

Incident means an unwanted or unplanned interruption to an IT Service or a reduction in the quality of an IT Service.

Examples of Incidents include printer issue, application lock issue, email service issue, system crash, authentication error, Wi-Fi connectivity issue etc.

Record Items (RITMs) are the records of each item that has been requested. These records include the form and all attributes about the fulfillment of that item.

Order a laptop, need money or requested for some resources are the examples of RITM.

I hope this helps. Please mark correct/helpful based on impact....!!!!

Warm Regards,

Sagar

www.dxsherpa.com

[andreababch]

I'm wondering what everyone is doing for the How To's and Inquiries that are not quite a request for something or an Outage, like "how do i create a signature in Outlook" or "how do i order a new headset?" Are you using Incident or RITM for this?