Here is a sense-making model of work management that makes the distinction between standardised transactional work and complex case-solving work, and unpacks how we should manage each differently. Standard+Case is a realistic approach to categorising and resolving any sort of response activity, such as service desk, tech support, public safety, social welfare, or health. If you have anything to do with responding to situations when providing a service, read this. It will change your view of how responses are handled. Standard+Case applies to anything that requires a human response: there's either a standard response or there isn't. This second edition (the first was called “Plus!”) better integrates understanding of complexity and agility in real-world systems of work to make the Standard+Case model as close to reality as possible. This is how the world really works.