What is Case Management?
A “case” is a dataset that is “opened” and “closed” over a period of time to achieve resolution of a problem, claim, request, proposal or other complex activity. It is likely to involve multiple persons inside and outside of the organization, with varying relationships to each other, as well as multiple documents and messages.
Sometimes known as adaptive or dynamic case management, case management endeavors to improve the performance of your organization by putting case information front-and-center. To learn more about the difference between Workflow and Case Management, you can read Why Valtimo?
Valtimo its primary use case is Case Management.
The Case and the Management of it
As the title states, the Case is one thing, and the management another thing. This is the most important concept to understand in Case Management. You can see this in the illustration below. The Case is a static set of data, often documents. The Case is not aware of timelines or who needs to act to make the case move to its final destination. The Case is 'just' Data.
Next, the Process(es) take care of exactly that: they make sure that the right people or computers act to move to Case forward to its goal. The processes will create user tasks, inform people about this and monitor progress with timers. Processes can ask other computers (micro services) to carry out tasks - for example raising an invoice. Processes can act on Events: things that happen along the way, like a cancelation.
So, the Case and the Management of it are two different things. Valtimo uses BPMN and DMN for the Management of Cases. The Case can exist without (active) processes. For example, after a Case is finalised - an order is fulfilled for example - we can archive the Case (instance) without the executed processes (instances).
BPMN, CMMN and other methods
There are many ways for filling in the 'Management' part of Case Management. There are proprietary solutions in the market, you can build you own hard coded solution or use standards like BPMN and CMMN.
Valtimo uses BPMN, 'Business Process Modelling & Notation' to drive Cases. Why not CMMN, 'Case Management Model and Notation'?
Main reason is that BPMN is more widely adopted. This is because BPMN models are readable for business users - narrowing the gap between business and IT. We often see business users start modelling their own BPMN models. The problem with CMMN often stated is the lack of understandability of CMMN models for end-users (1). Since BPMN also works well in unstructured, event-based business processes - we feel BPMN is the better option, with no significant downsides.
Copy link