The term “case management” can mean a lot of different things depending on who you are and what you do. Doctors and lawyers are very familiar with the concepts of medical cases and legal cases — basically, as the sum-total of a patient’s or client’s experience across time in a given situation (or combination of situations). But IT Help Desk trouble tickets are also known as cases. The Federal government buys the goods and services it needs through procurementcases. Pharmaceutical companies track drug compliance cases. Sometimes a “case” can be a person; sometimes a physical object, sometimes just a collection of data. So what is case management?