Case Management vs ticketing definition?

[dmfranko]

We've been having an internal discussion around the definition of "ticketing" vs. "case management".   Ticketing would be something like 'Incident' and case management would be something like the 'HR Case Management' application.   Is there anything special about 'HR Case Management' vs. 'Incident' or is it mostly branding?

[Pradeep Sharma]

HI Dan,

Both serve different purpose.

HR Case Managment : HR service management uses service management principles to help automate standardized human resources (HR) processes within your organization. HR service management manages the service relationships between HR and employees through an HR service catalog.

Human Resources Service Management - ServiceNow Wiki

Incident Managment : The ServiceNow platform supports the incident management process with the ability to log incidents, classify according to impact and urgency, assign to appropriate groups, escalate, and manage through to resolution and reporting. Any ESS user can log in to ServiceNow to record the incident and track it through the entire incident life cycle until service has been restored and the issue has been completely resolved.

http://wiki.servicenow.com/index.php?title=Incident_Management#gsc.tab=0

[dmfranko]

I get that they're used for different things and to support different processes.   The question really is, is would you consider case management as just another type of ticketing?   Being that HR Cases extends Service Order which extends task, and obviously incident extends task, would you really classify them as the same sort of functionality under ticketing with case management being a subset of that?   Or is the something that makes case management its own class of functionality?   For example would you say that one system is better at ticketing vs. case management or are they really considered the same thing?

[anne_musial]

Hi Dan,

Here is how I looked at it from an HR Perspective:

Ticketing Systems are a way to organize the work and keep track of what is in the queue. Case Management is a methodology that will allow the work in the queue to be processed efficiently. Although you can think of a case as a ticket, the ticket more refers to the item, while the case itself captured the process required to complete the item. Essentially, case management brings more to the table than a ticketing system.

[dmfranko]

That makes sense to me when you frame it as a methodology.   So, it's more of the .   The technical mechanics are similar with Incident and Case Management, but what makes them different is the methodology.   In the way you describe it it seems more similar to the way that requests work ServiceNow in that you have items in a request and then catalog tasks to fulfill that item.