When to use Case and When to use Incident

[Siddharth A]

Dear ServiceNow Community,

I have a query, If I have  CSM and ISTM module, is it best to record any issues coming from customer as 'Case' only or to be captured as 'Incidents' too?

My understanding is anything with the service provider to be recorded as 'Incident' and all the customer facing ones should be 'Case'.

Please help with my understanding.What is ServiceNow recommended practice?

Thanks in advance.

Regards,

Siddharth A

[Ankur Bawiskar]

@Siddharth A 

in simple terms Incident is used when something is broken and usually reported by internal users

Case is used when a service is provided to customer and if something is not working with the customer they raise the case.

But when CSM comes into picture incident can be used along with case

good explanation here

Case vs. Incident: The ServiceNow Conundrum - Navigating the ITIL Maze 

Case vs incident management 

Differences Between a Case and Incident in ServiceNow? 

https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv... 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@Siddharth A 

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@Siddharth A 

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Community Alums]

Hi @Siddharth A ,

You can understand it as:

• Use Case when you are dealing with a customer-facing issue (external customer, account relationship, warranty, install base, post-sales support) and the focus is on the customer conversation, entitlement, service / contract perspective.

• Use Incident when the issue is an IT service disruption (whether internal or external) and the focus is on restoring the service, resolving the disruption, and minimizing business impact.

For more information, please refer to the following links:

Frequently Asked Questions to get you started with… - ServiceNow Community

Case vs. Incident: The ServiceNow Conundrum - Navigating the ITIL Maze

What is Customer Case Management? - ServiceNow

Differences Between a Case and Incident in ServiceNow? - ServiceNow Spectaculars

If my response helped, please mark it as the accepted solution so others can benefit as well.