It-enabled collaborative case management — Principles and tools

Adaptive Case Management (ACM) is a new paradigm to support dynamic business processes that are mainly unpredictable and knowledge-intensive. However, fundamental knowledge about this approach is currently scattered across a series of collective volumes and web blogs that tend to focus on isolated aspects or domain-specific challenges and solution approaches. As the ongoing discussion still lacks comprehensive theoretical literature, principles are driven mostly by individual circumstances and common ideas are not transparent. Therefore, the paper at hand provides a structured, domain-independent overview about the common principles in ACM and derives a set of distinct challenges in order to contribute to the general understanding of this paradigm. This work consolidates existing literature and subsequently focuses on the implied role of collaboration. To complement the theoretical discussion, a reference implementation demonstrates the key concepts.