LensReading which lens this session carries.
The catalogueInformation TechnologyChange & ReleaseTransactional

Service IT10B

Normal Change

Runs transactional. Starts when a threshold is crossed. It runs 7,302 times a week across 7 stations. One of those stations stops for a person and 6 are done by an agent, none of them on the shared spine.

Runs a week

7,302

168 in flight right now.

Stations

7

1 person · 6 agent · 0 spine

Agent share of steps

86%

Autonomy on this service is set at 87% against a ceiling of 89%.

Decisions a person makes

1

Held by Director, Change Management.

Touchless

92%

Share of runs that complete without anybody opening them.

Timetable against actual

5.7h

Actual 6.0h, 0.3h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 35% of the dwellAgent6 stations and 65% of the dwellShared spine0 stations and 0% of the dwell2 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
Configuration Management Database
IT Service Management
Configuration Management Database
IT Service Management
IT Service Management
Configuration Management Database
IT Service Management
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.

#StationLaneWhoLayerDwellTargetIn flightSystem
1

Submit

AgentChange Intake Agentworkflow43m59m4Configuration Management Database
2

Score risk

AgentRisk Scoring Agentworkflow2h 18m4h 48m39IT Service Management
3

Assemble evidence

AgentConflict Detection Agentworkflow1h 43m3h 10m43Configuration Management Database
4

Change board approve

Held for a named human when the unit exceeds the change record decision envelope, when confidence falls below the floor, or when a policy clause is engaged.

HumanDirector, Change Managementpolicy4h 31m5h 34m3IT Service Management
5

Implement

AgentImplementation Verification Agentworkflow1h 53m2h 20m36IT Service Management
6

Verify

AgentChange Policy Agentworkflow1h 17m2h 19m18Configuration Management Database
7

Close

AgentChange Orchestratorworkflow19m32m25IT Service Management

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.

Move something
Demand100%
7,302 a week is what the estate records.
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 gates943 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.
Person time a week
32,980.7h
7,302 items at 271 minutes of decision each.
Agent time a week
59,998.1h
493 minutes an item, which does not compete for a person.
Gate load
100%
Inside capacity, with 24.3h of headroom.
Stations without a person
86%
1 gate left on 7 stations.
Where an item spends its time
35% waiting on a person
65% in the agent lane
An item now takes 764 minutes of worked time end to end against 764 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 Normal Change

The simulation is arithmetic on the estate, not a queueing model.

How it runs

Run it again, going wrong

The same unit and the same stations, broken the way the estate already records breaking.

7 stations, walked twice

Once clean, once with the categories the estate counts

This is the same unit on the same stations, breaking.

No break below was chosen.

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

7 stations, nothing waiting, nothing sent back

0 min of 13 hrs

now Submit · Change Intake Agent · 43 min

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 18 hrs

now Submit · Change Intake Agent · 43 min

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen.

What the two runs say together

3 counted categories land on this procedure.

What this run cannot claim

These breaks are shown together on one unit so the shape of a bad day fits on one screen.

Two clocks run. Worked time is the sum of the time the work is actually being done …

Live observability

Systems this service would touch

Attributed by rule from the function's system list.

2 systems attributed

0 of 2 returning records

The system register

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

4 of 7 stations attributed here · would write back

Configuration Management Database

ServiceNow CMDB · itsm · inbound · high

modeled

3 of 7 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
Change Orchestrator
That orchestrator’s remit
Owns change record work end to end inside Information Technology. Runs 3 lines across 19 stations, drains the repeatable share into the IT tower, and holds 3 human gates.
Accountable person
Director, Change Management
Sub-function
Change & Release
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

Standard ChangeIT10AEmergency ChangeIT10C

What this page is and is not

This is a catalogue of the modeled estate.