Whether you are in government, non-profit services or something commercially oriented, your business is driven by goals. Those goals may be explicitly identified and formalized, such as with Peter Drucker's management by objectives model, in which leaders establish specific goals within the organization so that the outcome is mutually understood, while leaving the specific course of action and the decision-making to qualified workers und stakeholders. Customer service is cited as a primary target for both process-oriented and knowledge-oriented ICT investment. It also illustrates the difference between achieving goals as enabled by adaptive case management (ACM), and simply processing transactions. With most support systems in place today, there will be an easily accessible log of the number of tickets opened and metrics around time to close them. The use of "adaptive" in ACM refers to the ability of the system to respond based on the evolving circumstances or "state" of the case.