V diplomskem delu obravnavamo strukturirano upravljanje procesov in nestrukturirano upravljanje primerov, ter razliko med tema dvema pristopoma. Natančneje je predstavljena analiza in načrtovanje orodja Adaptive Case Management, ki smo ga razvili v podjetju internetnega ponudnika, z namenom obvladovanja nestrukturiranih primerov. Prav tako smo predstavili standard oziroma notacijo za strukturirano BPMN in nestrukturirano CMMN oblikovanje procesov oziroma primerov.

The thesis represents structured processes management and unstructured case management, and the difference between these two approaches. The thesis represents the analysis and design tools of Adaptive Case Management, which was developed in the company of internet service provider in order to manage unstructured situations. We also introduced the standard for structured process modeling BPMN and unstructured case modeling CMMN.