Abstract: Aspects of the present invention provide a solution for creating a workflow that defines a business process. Specifically, an embodiment of the present invention provides a way for a user to gather overall goals of the business process and to use these goals to define a plurality of stages that represent subsets of the overall business process. For at least one of the stages, the user lists a plurality of activities that are included in the stage as well as the flow among activities in the stage. Each activity in the stage includes operational details that define the process of the activity. The operational details may include preliminary actions, prerequisite conditions and results.

Abstract: The present invention provides a process and apparatus for managing requests for service. A process for managing requests for service in accordance with an embodiment of the present invention includes: receiving a request for service (RFS) from a customer; designing a solution for the RFS; developing a proposal for the solution for the customer; reviewing and accepting the proposal; implementing the solution; approving the implementation of the solution; and completing the RFS process; wherein the RFS process further comprises: setting at least one key control point (KCP) in each of the above-listed steps; outputting a key control indicator (KCI) for at least one of the KCPs; and performing process control validation testing for at least one of the KCPs.