Case management is the work—recording, monitoring, and analysis—involved in the processing of the data, procedures, and related content that comprise a case.

A case can be an investigation that must be conducted, a service request that must be fulfilled or an incident or issue that must be resolved.
As opposed to business process management (BPM), which focuses specifically on workflows and repeatable processes, case management is a more holistic technique for managing work and processes that aren’t repeatable. Case management solutions are designed to improve knowledge-driven work as well as to improve general processes to optimize outcomes.

What are some use cases for case management?

Three work patterns have emerged as being extremely applicable to a case management approach. These include, but are not limited to:

• • Investigative Case Management (e.g., anti-money laundering, fraud, underwriting, claims management, legal matter management, stormwater management, public defender case management).
• • Service Request Management (e.g., customer onboarding, contract requests, employee onboarding, probationer management, vendor onboarding, provider onboarding).
• • Incident Management (e.g., IT help desk, facility work orders, appeal & grievances, HR incidents, university counseling, quality control).