Service EN7C
Capacity Response
Runs transactional. Starts when an upstream system posts an event. It runs 5,263 times a week across 4 stations. One of those stations stops for a person and 3 are done by an agent, 2 of them on the shared spine.
Runs a week
5,263
18 in flight right now.
Stations
4
1 person · 1 agent · 2 spine
Agent share of steps
75%
Autonomy on this service is set at 82% against a ceiling of 87%.
Decisions a person makes
1
Held by Director, Site Reliability.
Touchless
85%
Share of runs that complete without anybody opening them.
Timetable against actual
23.6h
Actual 20.6h, 3.0h under the timetable.
Operations
The lane diagram
Read it left to right. more
Operations
Every station in order
The same stations as a list, with the dwell the estate records against each one and the system a station of that shape would touch.
| # | Station | Lane | Who | Layer | Dwell | Target | In flight | System |
|---|---|---|---|---|---|---|---|---|
| 1 | Forecast | GBS | Alert Correlation Agent | gbs | 1h | 1h 25m | 2 | Group ERP — Materials and Inventory |
| 2 | Scale in-policy | GBS | Alert Correlation Agent | gbs | 38m | 47m | 11 | Group ERP — Materials and Inventory |
| 3 | Escalate cost Held for a named human when the unit exceeds the incident decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Director, Site Reliability | policy | 1h 1m | 1h 44m | 2 | Group ERP — Materials and Inventory |
| 4 | Apply | Agent | Capacity Agent | workflow | 14m | 33m | 3 | Configuration Management Database |
Operations
Run it
Change the volume, move the autonomy line, release a gate, and watch what happens to the hours in each lane and to the time it takes one run to get through. more
The simulation is arithmetic on the estate, not a queueing model. more
How it runs
Run it again, going wrong
The same unit and the same stations, broken the way the estate already records breaking. more
4 stations, walked twice
Once clean, once with the categories the estate counts
This is the same unit on the same stations, breaking. more
No break below was chosen. more
One play head, two tracks, the same scale. The clean run stops when it runs out of stations; the other one keeps going.
As written
4 stations, nothing waiting, nothing sent back
0 min of 2.9 hrs
now Forecast · Alert Correlation Agent · 1.0 hrs
As the ledger has it
the same stations, plus 2 categories the estate already counts
0 min of 4.6 hrs
now Forecast · Alert Correlation Agent · 1.0 hrs
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
2 counted categories land on this procedure. more
What this run cannot claim
These breaks are shown together on one unit so the shape of a bad day fits on one screen. more
Two clocks run. Worked time is the sum of the time the work is actually being done … more
Live observability
Systems this service would touch
Attributed by rule from the function's system list. more
2 systems attributed
0 of 2 returning records
Group ERP — Materials and Inventory
SAP S/4HANA MM · supply · bidirectional · high
3 of 4 stations attributed here · would write back
Configuration Management Database
ServiceNow CMDB · itsm · inbound · high
1 of 4 stations attributed here · read only
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Reliability Orchestrator
- That orchestrator’s remit
- Owns incident work end to end inside Engineering. Runs 3 lines across 17 stations, drains the repeatable share into the AI-OPS tower, and holds 3 human gates.
- Accountable person
- Director, Site Reliability
- Sub-function
- Site Reliability
- Shared spine tower
- ai-ops
- Hand-over points
- None — this service stays inside its function
Other services in this sub-function
2 alongside this one
What this page is and is not
This is a catalogue of the modeled estate. more