Many of the processes within businesses can be described as cases. That is, business processes are the interactions between people, process, data, and content in a dynamic, ad hoc, and unpredictable faction. These processes have a starting point, workflows, and an end point.

Investigation case

This category includes Inspector General Investigations, General Counsel, background Investigation, Workers’ Compensation, and compliance and regulatory licensing cases. In these cases, you have little structure but highly defined business goals.

Collection

Collection

Automates content gathering from existing applications and sources

Analyze

Analyze

Makes important patterns and relationships more visible and easier to understand

Share

Share

Makes it easier to securely share evidence and findings electronically

Incident Management case

The primary goal of the incident management process is to restore a normal service as quickly as possible and to minimize the impact on business operations, thus ensuring that the maximum service quality and availability are maintained. In a typical case, high-level processes exist, but flexibility and collaboration are needed.

identify

Alert

Alert

Runbook

Run Book

INVESTIGATE

Investigation

Investigation

Collaboration

Collaboration

Recover

Verified

Verified

Linked

Linked Issue

CLOSER

Verification

verified

PIR

PIR

Service Request case

A core benefit of implementing a Service Request Management system is to separate requests from Incidents. This allows for improved efficiency when managing routine service request tickets. At the same time, the separation increases the IT Organization’s concentration on break/fix tickets that are now the exclusive focus of Incident Management. As a category, service request cases have structure, but content is not well known at the start.

Service Request

Process to Decision case

Some case types have a predictable path, however, the business needs flexibility to handle the unexpected. For these cases, the business requires robust reporting and analytics to enable its staff to handle complex decisions.

Idea

Idea

Whose case is being managed and what is their business function?

Expectation

expectation

What are the known outcomes of the case(s)?

Planning

planning

How to go about managing and scheduling the work involved

Decision

decision

How to present the findings and appropriate supporting materials