what are the difference between case and incident in servicenow?

[Aravind31]

difference between case and incident in servicenow.both looks similar in servicenow.kindly give answer.@

[bernyalvarado]

Hi Aravind,

Cases are focused for the HR management module. Incidents are focused towards ITSM. They have a similar structure but follow a different set of rules / business logic.

Thanks,

Berny

[bernyalvarado]

Case Management: Case management

Incident Management: Incident Management process

Thanks,

Berny

[bernyalvarado · Accepted solution]

Does this help aravindelumalai? Do you have any further questions?

Thanks,

Berny

[Aravind31]

bernyalvarado . as of now somewhat clear on mind.from chat portal as a customer could able to ask help to agent but agent shall create as case/incident.what's the difference over there?