In early 2014, Gartner predicted that most of the work in the very near future will be mainly driven by knowledge. This is where adaptive case management (ACM) will help us build better IT solutions to optimally support the new kind of work challenges we are facing. This chapter gives all the overview information that is needed to fully understand the ideas behind ACM. In this chapter, we will cover the following topics:

By the end of the chapter, you will know what ACM is about why and when you should apply ACM principles in your work, and you will have an impression of how the Oracle ACM tooling works.