Service GB5C
Off-catalog Demand
Runs transactional. Starts when a threshold is crossed. It runs 8,124 times a week across 4 stations. One of those stations stops for a person and 3 are done by an agent, none of them on the shared spine.
Runs a week
8,124
62 in flight right now.
Stations
4
1 person · 3 agent · 0 spine
Agent share of steps
75%
Autonomy on this service is set at 83% against a ceiling of 90%.
Decisions a person makes
1
Held by Head of Service Catalog.
Touchless
90%
Share of runs that complete without anybody opening them.
Timetable against actual
14.4h
Actual 17.0h, 2.6h over 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 | Detect | Agent | Catalog Definition Agent | workflow | 28m | 1h 6m | 25 | Enterprise Data Warehouse |
| 2 | Assess | Agent | Demand Intake Agent | workflow | 1h 23m | 2h 48m | 21 | Group ERP — Financials |
| 3 | Route or refuse Held for a named human when the unit exceeds the service request decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Head of Service Catalog | policy | 3h 6m | 6h 32m | 3 | Group ERP — Financials |
| 4 | Feed catalog backlog | Agent | Routing Agent | workflow | 1h 55m | 3h 54m | 13 | Core HR and Payroll |
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 6.9 hrs
now Detect · Catalog Definition Agent · 28 min
As the ledger has it
the same stations, plus 3 categories the estate already counts
0 min of 12 hrs
now Detect · Catalog Definition Agent · 28 min
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
3 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
3 systems attributed
0 of 3 returning records
Group ERP — Financials
SAP S/4HANA · ledger · bidirectional · critical
2 of 4 stations attributed here · would write back
Enterprise Data Warehouse
Snowflake · analytics · inbound · critical
1 of 4 stations attributed here · read only
Core HR and Payroll
Workday HCM · hcm · bidirectional · critical
1 of 4 stations attributed here · would write back
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Catalog & Intake Orchestrator
- That orchestrator’s remit
- Owns service request work end to end inside AI GBS & Global Business Services. Runs 3 lines across 14 stations, drains the repeatable share into the AI-OPS tower, and holds 2 human gates.
- Accountable person
- Head of Service Catalog
- Sub-function
- Service Catalog & Intake
- Shared spine tower
- Not on the shared spine
- 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