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?

[eric_hemmer]

Technically there are similarities, which makes them consistent in terms of configuration.   But the big differences are around access control and references to the HR profiles in the HR Cases.   There are big advantages to allowing HR to use their own HR Case tables vs. piggy backing on incidents.

[eric_hemmer]

The HR Case table has specific security built into it, which prevents groups other than HR from seeing the cases and HR Profiles of the users who submit cases.   Since cases often have confidential employee information, you do not want folks outside or HR to gain access to them. Plus it allows HR more autonomy in terms of dashboard, metrics, SLA's and such, which allows HR to gain insight into the quality of service they are providing and make improvements as they see fit.   In the distant past come customers leveraged the incident table for HR cases, but as HR matured in terms of service delivery HR customers began leveraging the official HR Service Managment application.   Some older customers are now migrating from their custom applications to the official HR Service Management application too in order to take advantage of all the new functionality that it offers.

[Maureen C]

What is the best way to handle IT cases?  Is there a way to track a mini project/case?