Enterprise Service Management Orchestrating Applications
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Solution Overview
Problem
Existing business process management systems struggle to automate and formalize processes between enterprise applications, leading to maintenance challenges during upgrades and difficult migrations between applications. Additionally, these systems do not empower business users to design and manage services across multiple enterprise applications, resulting in inefficient and frustrating user experiences.
Innovation Solution
The implementation of Enterprise Service Management (ESM) as a self-service front-end and orchestrator for various enterprise applications, utilizing ITSM principles to automate workflows, manage requests, and track SLAs. ESM enables low-code or no-code design of business processes, allowing business users to orchestrate multiple enterprise applications and provide an omnichannel user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If enterprise applications hard code processes and data in their internal logic, then department-specific processes can be executed, but maintenance becomes very hard when upgrading to new versions and migration between applications becomes difficult
Solution Approach 1:
The patent extracts business process logic and data from the internal hard-coded structure of enterprise applications. By pulling these processes out into a separate process management system, the application maintains its core functionality while becoming easier to maintain and upgrade. The process definition is separated from the application code, allowing independent modification without affecting the application's stability.
Solution Approach 2:
The patent segments the monolithic enterprise application into two independent components: the application itself and the process management system. This segmentation allows the process layer to be modified, upgraded, or migrated without impacting the core application, thereby improving maintainability while preserving process execution reliability.
2Adaptability or versatility
If enterprise application integration frameworks are used to allow applications to retrieve information from or call functions of other applications, then integration between applications is achieved, but the user experience becomes frustrating when drilling down, debugging, or tracking status across different applications with different UIs and UXs
Solution Approach 1:
The patent merges the user experience layer with the process orchestration layer. By providing a unified interface that presents the complete end-to-end process view across multiple applications, users can monitor and interact with processes without switching between different application UIs. This combining of the orchestration view with user interaction resolves the fragmentation caused by multiple different UIs.
Solution Approach 2:
The patent introduces a process management system as an intermediary between users and multiple enterprise applications. This mediator provides a unified interface that abstracts away the complexity of underlying application-specific UIs, allowing users to drill down, debug, and track status across applications through a consistent experience while maintaining integration capabilities.
3Extent of automation
If workflow technologies and orchestration technologies are used to orchestrate enterprise applications, then process automation is achieved, but expert programmers are required and business users cannot easily design or manage services
Solution Approach 1:
The patent enables business users to self-service the design and management of business processes through intuitive, application-specific interfaces. Instead of requiring expert programmers, the system allows business users to define, modify, and manage processes directly in their own domain context. This self-service capability maintains high automation levels while reducing system complexity from the user perspective.
Solution Approach 2:
The patent inverts the traditional approach by allowing business users (rather than IT experts) to control process design. Instead of complex orchestration tools requiring programming expertise, the system provides business-friendly interfaces that enable non-technical users to manage automation, thereby reducing the perceived complexity while maintaining automation capabilities.
4Measurement precision
If integration frameworks require developers to know specific endpoint addresses and application/vendor-specific knowledge, then precise integration is achieved, but the system becomes brittle and requires continuous development maintenance
Solution Approach 1:
The patent creates a universal process management interface that works across multiple applications and vendors without requiring application-specific knowledge. The system provides a standardized way to define and execute processes that can adapt to different underlying applications, eliminating the need for brittle, hard-coded endpoint addresses and vendor-specific integration logic.
Data Source
AI summary
A computer implemented method performed by a system for providing enterprise and information technology services management orchestrating a plurality of enterprise applications. The method includes receiving, in the system, a request for a service. The method includes determining, based on the received service request, one or more calls to implement a process for fulfilling the requested service. The method includes conveying, to the one or more of the plurality of enterprise applications, the one or more calls. The method includes receiving, from the one or more enterprise applications that received the one or more calls, a response for the fulfillment of the requested service. The method includes determining, based on the received response, a completion status of the service request.