Definition
Case management is a systematic approach to handling and resolving issues or requests within an organization. It involves tracking the lifecycle of a case from its initiation through investigation, resolution, and closure. This process ensures that all relevant information is documented, tasks are assigned and completed efficiently, and stakeholders are kept informed. Effective case management is crucial for maintaining operational continuity, improving customer satisfaction, and identifying recurring problems for process improvement. For example, a cybersecurity team uses case management to track and resolve security incidents, from initial detection to final remediation. It is distinct from simple task tracking as it emphasizes the holistic resolution of a specific, often complex, problem. This concept frequently appears in domains related to incident response and operational security on certifications like CompTIA Security+ and CySA+.