Patent ID: 8468233

Claim:
A computer system including at least one processor configured to execute instructions to form: a service process provider mapping layer configured to map a plurality of heterogeneous service process provider workflows of a plurality of service process provider information technology service management applications to a plurality of standard service process workflows of a service process integration grid, wherein each service process provider workflow is mapped to one standard service process workflow, and wherein the plurality of standard service process workflows comprises a class of customer-initiated standard service process workflows, and a class of provider-initiated standard service process workflows; a service process customer mapping layer configured to map a plurality of heterogeneous service process customer workflows of a plurality of service process customer information technology service management applications to the plurality of standard service process workflows, wherein each service process customer workflow is mapped to one standard service process workflow; and a service process integration grid core coupling the service process provider mapping layer to the service process customer mapping layer, the service process integration grid core being configured to route service process workflow transactions between service process providers and corresponding service process customers, wherein the service process integration grid core couples each service process customer workflow to a corresponding service process provider workflow through a corresponding standard service process workflow.