A case is a unit of work. It's a package in itself. There are goals and milestones in the case's life cycle, which are achieved when some work is performed on the case. A case is a superset of work, processes, transactions, and services which traverse from being open to closed over a time frame in order to reach a collaborative solution of an investigation, incident, service request, or a long running process. Essentially, it's a coordination of works. Examples of cases are an insurance claim, contract management, managed health care, and so on.

Case management is a way of organizing and framing work around the case. We have used the term framing work in the definition as it's evident that work cannot be defined for a case in one shot or in one go. It's an ongoing process, and as the work keeps deriving...