The service catalogue
Every service the company runs, and who does each step of it
SG&A is a collection of functions and a significant heartbeat of a company. more
Health
How to read the split
Three lanes, and a rule that decides which lane a station falls in. more
Person
508
18% of all stations
A named accountable person decides. more
Agent
1,389
51% of all stations
An agent in the depth register does the work inside the function. more
Shared spine
851
31% of all stations
An agent does the work, but on the shared AI GBS transaction spine rather than inside the function. more
How the lane is decided
Who does what is read off the estate, not asserted. more
Health
Which functions still hold the most decisions
Legal keeps the largest share of its stations in human hands; Customer Service the smallest. more
How it runs
All 475 services
Search it, filter it, sort it. more
475 of 475 services shown · first 60 on screen
| Function | Kind | Who does the steps | |||||||
|---|---|---|---|---|---|---|---|---|---|
| AD10A | Service Request to FulfillmentCorporate Services | Administration | T | 7,062 | 6 | 0 person · 4 agent · 2 spine | 100% | 81% | |
| AD10B | Supplier Performance ReviewCorporate Services | Administration | A | 74 | 5 | 1 person · 4 agent · 0 spine | 80% | 66% | |
| AD10C | Corporate Services Model PositionCorporate Services | Administration | J | 1 | 6 | 1 person · 5 agent · 0 spine | 83% | 49% | |
| AD11A | Visitor ArrivalHospitality & Reception | Administration | T | 5,806 | 6 | 1 person · 4 agent · 1 spine | 83% | 83% | |
| AD11B | Room & Catering RequestHospitality & Reception | Administration | T | 1,539 | 6 | 0 person · 4 agent · 2 spine | 100% | 85% | |
| AD11C | Front-of-House CoverageHospitality & Reception | Administration | T | 2,465 | 4 | 0 person · 4 agent · 0 spine | 100% | 92% | |
| AD1A | Work Order to CloseFacilities & Workplace | Administration | T | 6,703 | 7 | 0 person · 5 agent · 2 spine | 100% | 80% | |
| AD1B | Preventive Maintenance CycleFacilities & Workplace | Administration | T | 3,426 | 5 | 0 person · 3 agent · 2 spine | 100% | 79% | |
| AD1C | Space ReallocationFacilities & Workplace | Administration | A | 43 | 6 | 1 person · 5 agent · 0 spine | 83% | 61% | |
| AD1D | Workplace Model PositionFacilities & Workplace | Administration | J | 1 | 6 | 1 person · 5 agent · 0 spine | 83% | 52% | |
| AD2A | Lease Event to DecisionReal Estate Portfolio | Administration | A | 63 | 8 | 1 person · 7 agent · 0 spine | 88% | 44% | |
| AD2B | Portfolio ReviewReal Estate Portfolio | Administration | A | 39 | 6 | 1 person · 5 agent · 0 spine | 83% | 32% | |
| AD2C | Site Selection PositionReal Estate Portfolio | Administration | J | 3 | 7 | 1 person · 6 agent · 0 spine | 86% | 24% | |
| AD3A | Trip Request to BookingTravel & Expense | Administration | T | 2,540 | 6 | 1 person · 3 agent · 2 spine | 83% | 87% | |
| AD3B | Expense to ReimbursementTravel & Expense | Administration | T | 5,732 | 6 | 1 person · 2 agent · 3 spine | 83% | 86% | |
| AD3C | Duty of Care ResponseTravel & Expense | Administration | T | 2,839 | 5 | 0 person · 4 agent · 1 spine | 100% | 87% | |
| AD3D | T&E Policy RefreshTravel & Expense | Administration | J | 3 | 6 | 1 person · 5 agent · 0 spine | 83% | 46% | |
| AD4A | Meeting to OutcomeExecutive Support | Administration | T | 7,551 | 7 | 0 person · 7 agent · 0 spine | 100% | 69% | |
| AD4B | Correspondence TriageExecutive Support | Administration | T | 4,287 | 6 | 1 person · 5 agent · 0 spine | 83% | 75% | |
| AD4C | Executive TravelExecutive Support | Administration | T | 2,016 | 5 | 0 person · 3 agent · 2 spine | 100% | 73% | |
| AD5A | Event Brief to DeliveryMeetings & Events | Administration | T | 3,605 | 8 | 1 person · 5 agent · 2 spine | 88% | 77% | |
| AD5B | Internal Meeting ProgramMeetings & Events | Administration | T | 6,268 | 5 | 0 person · 4 agent · 1 spine | 100% | 75% | |
| AD5C | Event Portfolio ReviewMeetings & Events | Administration | A | 78 | 4 | 1 person · 3 agent · 0 spine | 75% | 68% | |
| AD6A | Classify to DisposeRecords & Information Management | Administration | T | 2,484 | 7 | 2 person · 2 agent · 3 spine | 71% | 71% | |
| AD6B | Legal Hold ApplicationRecords & Information Management | Administration | T | 2,514 | 5 | 1 person · 3 agent · 1 spine | 80% | 69% | |
| AD6C | Subject Access RequestRecords & Information Management | Administration | T | 6,847 | 5 | 1 person · 2 agent · 2 spine | 80% | 62% | |
| AD6D | Governance PositionRecords & Information Management | Administration | J | 2 | 6 | 1 person · 5 agent · 0 spine | 83% | 30% | |
| AD7A | Asset Acquisition to RegisterFleet & Assets | Administration | T | 1,775 | 6 | 1 person · 3 agent · 2 spine | 83% | 87% | |
| AD7B | Maintenance CycleFleet & Assets | Administration | T | 2,909 | 5 | 0 person · 3 agent · 2 spine | 100% | 84% | |
| AD7C | Disposal & Write-offFleet & Assets | Administration | T | 5,685 | 5 | 1 person · 3 agent · 1 spine | 80% | 85% | |
| AD8A | Incident to ClosureEnvironment Health & Safety | Administration | T | 7,155 | 8 | 2 person · 6 agent · 0 spine | 75% | 57% | |
| AD8B | Inspection ProgramEnvironment Health & Safety | Administration | T | 1,326 | 5 | 0 person · 4 agent · 1 spine | 100% | 58% | |
| AD8C | Safety Doctrine ReviewEnvironment Health & Safety | Administration | J | 1 | 6 | 1 person · 5 agent · 0 spine | 83% | 11% | |
| AD9A | Plan Refresh CycleBusiness Continuity | Administration | A | 34 | 5 | 1 person · 4 agent · 0 spine | 80% | 47% | |
| AD9B | Exercise to FindingsBusiness Continuity | Administration | A | 54 | 5 | 1 person · 4 agent · 0 spine | 80% | 42% | |
| AD9C | Live Disruption ResponseBusiness Continuity | Administration | T | 6,013 | 6 | 2 person · 4 agent · 0 spine | 67% | 59% | |
| AD9D | Resilience PositionBusiness Continuity | Administration | J | 5 | 6 | 1 person · 5 agent · 0 spine | 83% | 12% | |
| CS10A | Forecast to ScheduleWorkforce Management | Customer Service | A | 54 | 6 | 1 person · 4 agent · 1 spine | 83% | 70% | |
| CS10B | Intraday RebalanceWorkforce Management | Customer Service | T | 6,682 | 5 | 0 person · 4 agent · 1 spine | 100% | 84% | |
| CS10C | Outsourcer AllocationWorkforce Management | Customer Service | A | 74 | 5 | 1 person · 4 agent · 0 spine | 80% | 71% | |
| CS11A | Period Service ReviewService Analytics | Customer Service | A | 53 | 6 | 1 person · 4 agent · 1 spine | 83% | 64% | |
| CS11B | Contact Driver ReductionService Analytics | Customer Service | A | 61 | 6 | 1 person · 5 agent · 0 spine | 83% | 58% | |
| CS11C | Cost-to-Serve PositionService Analytics | Customer Service | J | 5 | 6 | 1 person · 5 agent · 0 spine | 83% | 48% | |
| CS1A | Contact to Routed CaseIntake & Routing | Customer Service | T | 2,640 | 6 | 0 person · 0 agent · 6 spine | 100% | 95% | |
| CS1B | Self-Service DeflectionIntake & Routing | Customer Service | T | 463 | 5 | 0 person · 1 agent · 4 spine | 100% | 92% | |
| CS1C | Surge AbsorptionIntake & Routing | Customer Service | T | 1,122 | 5 | 0 person · 4 agent · 1 spine | 100% | 93% | |
| CS2A | Query to ResolutionTier-1 Resolution | Customer Service | T | 916 | 6 | 0 person · 2 agent · 4 spine | 100% | 91% | |
| CS2B | Billing DisputeTier-1 Resolution | Customer Service | T | 1,787 | 6 | 1 person · 3 agent · 2 spine | 83% | 89% | |
| CS2C | Goodwill CreditTier-1 Resolution | Customer Service | T | 796 | 6 | 1 person · 3 agent · 2 spine | 83% | 89% | |
| CS3A | Escalated Case to FixTier-2 Technical | Customer Service | T | 5,568 | 7 | 0 person · 6 agent · 1 spine | 100% | 70% | |
| CS3B | Defect HandoffTier-2 Technical | Customer Service | T | 1,700 | 6 | 0 person · 6 agent · 0 spine | 100% | 80% | |
| CS3C | Recurring Issue AnalysisTier-2 Technical | Customer Service | A | 88 | 5 | 1 person · 4 agent · 0 spine | 80% | 53% | |
| CS4A | Case LifecycleCase Management | Customer Service | T | 5,193 | 7 | 0 person · 1 agent · 6 spine | 100% | 86% | |
| CS4B | Backlog SweepCase Management | Customer Service | T | 2,856 | 5 | 1 person · 3 agent · 1 spine | 80% | 90% | |
| CS4C | Reopen HandlingCase Management | Customer Service | T | 7,814 | 5 | 0 person · 5 agent · 0 spine | 100% | 96% | |
| CS5A | Gap to Published ArticleKnowledge Management | Customer Service | T | 1,401 | 6 | 1 person · 3 agent · 2 spine | 83% | 84% | |
| CS5B | Freshness CycleKnowledge Management | Customer Service | T | 7,182 | 5 | 1 person · 3 agent · 1 spine | 80% | 74% | |
| CS5C | Knowledge Doctrine ReviewKnowledge Management | Customer Service | J | 2 | 6 | 1 person · 5 agent · 0 spine | 83% | 49% | |
| CS6A | Job to CompletionField Service Dispatch | Customer Service | T | 5,851 | 9 | 0 person · 7 agent · 2 spine | 100% | 84% | |
| CS6B | Same-day Re-optimizationField Service Dispatch | Customer Service | T | 5,732 | 5 | 0 person · 4 agent · 1 spine | 100% | 84% |
How it runs
What kind of work this is
Every service carries a kind, and the kind is why some services are almost entirely machine and others will always end with a person.
Transactional
337 services
High volume, repeatable, tightly bounded. more
Analytical
78 services
Lower volume, needs a model and a judgment call at the end. more
Judgment
60 services
Rare, consequential, position-setting. An agent frames and drafts; a person always ratifies.
How the systems column is built
0 of 26 source systems are returning records
System attribution is a rule, not a reading. more
Actions
What is waiting on a person
What the catalogue tells you to go and look at. more
services run with no person on them at all
A service with no gate has nobody in the chain who can stop it. more
systems of record are named on these services but not connected
Every station in the catalogue has a system attributed to it by rule. more
decisions sit on one service, Major Incident
IT7C in Information Technology carries more human gates than any other service in the estate. more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
475 services across 154 sub-functions in 14 functions, made of 2,748 stations. 2,240 of those stations are agent work and 508 are a person deciding … more
Live observability
What the record shows right now
Every station in the estate falls into exactly one of these three lanes, and they add to 2,748. The split is read off the estate … more
Current distribution
2,748 stations
Is policy and strategy coming to fruition
Whether the written intent is holding here
Half. The catalogue is complete and the human-agent split on every station is measured, but the systems column is a rule rather than a reading.
Not holding on the record
The written intent is that anybody should be able to look up any service the company runs and see, without asking, who does what. more
What this catalogue is and is not
This is a catalogue of the modeled estate. more