Service GB9A
SLA Watch to Action
Runs transactional. Starts when a threshold is crossed. It runs 7,573 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, 3 of them on the shared spine.
Runs a week
7,573
85 in flight right now.
Stations
5
1 person · 1 agent · 3 spine
Agent share of steps
80%
Autonomy on this service is set at 66% against a ceiling of 74%.
Decisions a person makes
1
Held by Head of Service Delivery.
Touchless
72%
Share of runs that complete without anybody opening them.
Timetable against actual
2.7h
Actual 3.5h, 0.8h 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 | Monitor | GBS | Stakeholder Reporting Agent | gbs | 1h 43m | 3h 18m | 25 | Group ERP — Financials |
| 2 | Detect breach risk | GBS | Stakeholder Reporting Agent | gbs | 2h 54m | 4h 2m | 10 | Group ERP — Financials |
| 3 | Rebalance | GBS | Stakeholder Reporting Agent | gbs | 1h 46m | 4h 3m | 33 | Group ERP — Financials |
| 4 | Escalate Held for a named human when the unit exceeds the service review decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Head of Service Delivery | policy | 2h 40m | 6h 22m | 5 | Group ERP — Financials |
| 5 | Confirm recovery | Agent | Incident Coordination Agent | workflow | 29m | 58m | 12 | Enterprise Data Warehouse |
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
5 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
5 stations, nothing waiting, nothing sent back
0 min of 9.5 hrs
now Monitor · Stakeholder Reporting Agent · 1.7 hrs
As the ledger has it
the same stations, plus 3 categories the estate already counts
0 min of 15 hrs
now Monitor · Stakeholder Reporting Agent · 1.7 hrs
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
2 systems attributed
0 of 2 returning records
Group ERP — Financials
SAP S/4HANA · ledger · bidirectional · critical
4 of 5 stations attributed here · would write back
Enterprise Data Warehouse
Snowflake · analytics · inbound · critical
1 of 5 stations attributed here · read only
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Service Delivery Orchestrator
- That orchestrator’s remit
- Owns service review work end to end inside AI GBS & Global Business Services. Runs 4 lines across 22 stations, drains the repeatable share into the AI-OPS tower, and holds 4 human gates.
- Accountable person
- Head of Service Delivery
- Sub-function
- Service Delivery Management
- Shared spine tower
- ai-ops
- Hand-over points
- None — this service stays inside its function
Other services in this sub-function
3 alongside this one
What this page is and is not
This is a catalogue of the modeled estate. more