The catalogue AI GBS & Global Business ServicesService Delivery ManagementJudgment

Service GB9D

Service Delivery Model Position

Runs judgment. Starts when a leadership team frames the question. It runs 2 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, none of them on the shared spine.

Runs a week

87 in flight right now.

Stations

1 person · 5 agent · 0 spine

Agent share of steps

83%

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

Decisions a person makes

Held by Head of Service Delivery.

Touchless

35%

Share of runs that complete without anybody opening them.

Timetable against actual

750.7h

Actual 835.7h, 85.0h over the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 25% of the dwellAgent5 stations and 75% of the dwellShared spine0 stations and 0% of the dwell1 crossing between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Enterprise Data Warehouse

Group ERP — Financials

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	Frame question	Agent	SLA Monitoring Agent	strategy	41h 2m	71h 53m	2	Enterprise Data Warehouse
2	Gather evidence	Agent	Capacity Balancing Agent	strategy	65h 45m	99h 54m	27	Enterprise Data Warehouse
3	Model options	Agent	Escalation Management Agent	strategy	45h 42m	64h 11m	1	Enterprise Data Warehouse
4	Draft position	Agent	Stakeholder Reporting Agent	strategy	62h 3m	122h 49m	13	Enterprise Data Warehouse
5	Challenge	Agent	Incident Coordination Agent	strategy	68h 57m	149h 37m	35	Enterprise Data Warehouse
6	Ratify 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	94h 42m	181h 29m	9	Group ERP — Financials

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%

2 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 gates6 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

189.4h

2 items at 5,682 minutes of decision each.

Agent time a week

567h

17,009 minutes an item, which does not compete for a person.

Gate load

90%

Inside capacity, with 20.6h of headroom.

Stations without a person

83%

1 gate left on 6 stations.

Where an item spends its time

25% waiting on a person

75% in the agent lane

An item now takes 22,691 minutes of worked time end to end against 22,691 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 Service Delivery Model Position

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

6 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

6 stations, nothing waiting, nothing sent back

0 min of 15.8 days

now Frame question · SLA Monitoring Agent · 41 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 16.0 days

now Frame question · SLA Monitoring Agent · 41 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

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

The system register

Enterprise Data Warehouse

Snowflake · analytics · inbound · critical

modeled

5 of 6 stations attributed here · read only

Group ERP — Financials

SAP S/4HANA · ledger · bidirectional · critical

modeled

1 of 6 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: Not on the shared spine
Hand-over points: None — this service stays inside its function

Other services in this sub-function

3 alongside this one

SLA Watch to ActionGB9A Monthly Service ReviewGB9B Estate Health AssessmentGB9C

What this page is and is not

This is a catalogue of the modeled estate. more