System for integrating service management systems

A system for integrating service management systems, the system comprising:

• a memory coupled to a processor;
• a first service management system operable to:
• receive, through a communications interface, an issue resolution request message from an issue request resolution initiator and store the issue request resolution message in the memory;
• generate a first system event responsive to the issue request resolution message or to a first system update message;
• receive the first system update message responsive to a second system event;
• and
• communicate an issue request resolution status, through the communications interface, using a communications method identified by the issue request resolution initiator, responsive to the first system update message or the first system event;
• a second service management system operable to:
• receive a second system request message responsive to the first system event;
• generate the second system event responsive to the second system request message;
• and
• generate a second system update message responsive to the second system event;
• and
• a service management systems interface operable to:
• monitor the first service management system and the second service management system for the first system event and the second system event, respectively;
• generate the second system request message responsive to the first system event;
• and
• generate the first system update message responsive to the second system event.

A computer readable medium comprising:

• first service management system logic, when executed by a processor coupled to a memory, operable to:
• receive, through a communications interface, an issue resolution request message and store the issue resolution request message in the memory;
• generate a first system event responsive to the issue resolution request message or a first system update message;
• receive the first system update message responsive to an second system event;
• and
• communicate an issue request resolution status, through the communications interface, using a communications method identified by the issue request resolution initiator, responsive to the first system update message or the first system event;
• second service management system logic, when executed by the processor, operable to:
• receive a second system request message responsive to the first system event;
• generate an second system event responsive to the second system request message;
• and
• generate a second system update message responsive to the second system event;
• and
• service management systems interface logic, when executed by the processor, operable to:
• monitor the first service management system and the second service management system for the first system event and the second system event, respectively;
• generate the second system request message responsive to the first system event;
• and
• generate the first system update message responsive to the second system event.

A method for integrating service management systems, the method comprising:

• receiving, using first service management system instructions executed by a processor, through a communications interface, an issue resolution request message;
• storing the issue resolution request message in a memory coupled to the processor, using the first service management system instructions, when executed by the processor;
• generating, using the first service management system instructions, a first system event responsive to the issue resolution request message or an first system update message;
• receiving, using the first service management system instructions, the first system update message responsive to a second system event;
• communicating, using the first service management system instructions, an issue resolution request status, through the communications interface, using a communications method identified by the issue request resolution initiator, responsive to the first system update message or the first system event;
• receiving, using second service management system logic executed by the processor, a second system request message responsive to the first system event;
• generating, using the second service management system instructions, the second system event responsive to the second system request message;
• generating, using the second service management system instructions, a second system update message responsive to the second system event;
• monitoring, using service management systems interface logic when executed by the processor, for the first system event and the second system event;
• generating, using the service management systems interface logic,
• the second system request message responsive to the first system event;
• and
• generating, using the service management systems interface logic, the first system update message responsive to the second system event.

A system for integrating service management systems, the system comprising:

• an interface, coupled to the memory, the interface operative to communicate with a first service management system and a second service management system;
• and
• a processor, coupled to the interface, the processor operative to monitor the first service management system to detect a first system event generated by the first service management system,
• wherein the first system event is generated by the first service management system in response to an issue resolution request message stored in a first database related to the first service management system, monitor a second service management system to detect a second system event generated by the second service management system,
• wherein the second system event is generated by the second service management system when a data update is available in a second database related to the second service management system, retrieve a first information from the first database, transform the first information into a second system request message, and provide the second system request message to the second service management system responsive to detecting the first system event being generated by the first service management system, retrieve the data update from the second database, transform the data update into a first system update message, and provide the first system update message to the first service management system responsive to detecting the second system event being generated by the second service management system, and replicate the first database related to the first service management system in globally distributed databases, when the first system event corresponds to replication of the first database.