The catalogue AI GBS & Global Business ServicesService Delivery ManagementAnalytical

Service GB9B

Monthly Service Review

Runs analytical. Starts when a leader asks the question. It runs 27 times a week across 5 stations. One of those stations stops for a person and 4 are done by an agent, 1 of them on the shared spine.

Runs a week

97 in flight right now.

Stations

1 person · 3 agent · 1 spine

Agent share of steps

80%

Autonomy on this service is set at 66% against a ceiling of 74%.

Decisions a person makes

Held by Head of Service Delivery.

Touchless

56%

Share of runs that complete without anybody opening them.

Timetable against actual

135.3h

Actual 149.5h, 14.2h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 42% of the dwellAgent3 stations and 43% of the dwellShared spine1 station and 15% of the dwell3 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Group ERP — Financials

Enterprise Data Warehouse

Group ERP — Financials

Core HR and Payroll

Click any station to see who does it, what it costs in time, the rule that gates it and the system attributed to it.

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	Assemble performance	GBS	Stakeholder Reporting Agent	gbs	7h 4m	16h 16m	2	Group ERP — Financials
2	Explain variance	Agent	Capacity Balancing Agent	workflow	4h 20m	5h 52m	35	Enterprise Data Warehouse
3	Draft pack	Agent	Escalation Management Agent	workflow	8h 21m	13h 19m	29	Group ERP — Financials
4	Review 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	20h 23m	42h 16m	9	Group ERP — Financials
5	Present	Agent	Incident Coordination Agent	workflow	8h 14m	9h 56m	22	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

Move something

Demand100%

27 a week is what the estate records. more

Decisions handed to agents0 of 0

This service has at most one gate, so there is nothing to hand over without removing the last human decision.

People on the gates16 people

Each one is assumed to have 2,100 productive minutes a week, which is 35 hours.

Agent speed100%

100% is the dwell the estate records today. more

Person time a week

550.4h

27 items at 1,223 minutes of decision each.

Agent time a week

755.6h

1,679 minutes an item, which does not compete for a person.

Gate load

98%

Inside capacity, with 9.7h of headroom.

Stations without a person

80%

1 gate left on 5 stations.

Where an item spends its time

42% waiting on a person

58% in the agent lane

An item now takes 2,902 minutes of worked time end to end against 2,902 in the recorded estate, a change of +0%. This is worked time, not calendar time: nothing here models a queue or a weekend.

What this model is, on Monthly Service Review

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 2.0 days

now Assemble performance · Stakeholder Reporting Agent · 7.1 hrs

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 3.3 days

now Assemble performance · Stakeholder Reporting Agent · 7.1 hrs

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen. more

What the two runs say together

5 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

The separation register records a duty conflict against a sub-function and a named post, not against one procedure. 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

The system register

Group ERP — Financials

SAP S/4HANA · ledger · bidirectional · critical

modeled

3 of 5 stations attributed here · would write back

Enterprise Data Warehouse

Snowflake · analytics · inbound · critical

modeled

1 of 5 stations attributed here · read only

Core HR and Payroll

Workday HCM · hcm · bidirectional · critical

modeled

1 of 5 stations attributed here · would write back

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

SLA Watch to ActionGB9A Estate Health AssessmentGB9C Service Delivery Model PositionGB9D

What this page is and is not

This is a catalogue of the modeled estate. more