LensReading which lens this session carries.
The catalogueInformation TechnologyEnd-User ComputeTransactional

Service IT3C

Device Refresh

Runs transactional. Starts when a scheduled window opens. It runs 983 times a week across 7 stations. One of those stations stops for a person and 6 are done by an agent, 3 of them on the shared spine.

Runs a week

983

118 in flight right now.

Stations

7

1 person · 3 agent · 3 spine

Agent share of steps

86%

Autonomy on this service is set at 74% against a ceiling of 90%.

Decisions a person makes

1

Held by Director, Workplace Technology.

Touchless

84%

Share of runs that complete without anybody opening them.

Timetable against actual

2.6h

Actual 2.7h, 0.1h over the timetable.

Operations

The lane diagram

Read it left to right.

Person1 station and 22% of the dwellAgent3 stations and 29% of the dwellShared spine3 stations and 50% of the dwell5 crossings between lanes
Human
decides
Agent
does the work
GBS
shared spine
System
attributed by rule
IT Service Management
Configuration Management Database
IT Service Management
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

Detect age

GBSDevice Provisioning Agentgbs2h 45m3h 25m27IT Service Management
2

Model cost

AgentPatch Compliance Agentworkflow30m1h 7m5Configuration Management Database
3

Budget check

Hands over at finance

AgentSoftware Deployment Agentworkflow2h 34m6h 3m6IT Service Management
4

Approve

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

HumanDirector, Workplace Technologypolicy2h 45m5h 9m6IT Service Management
5

Order

GBSDevice Provisioning Agentgbs1h 58m3h 26m15IT Service Management
6

Swap

AgentDevice Policy Agentworkflow31m1h 9m35Configuration Management Database
7

Retire

GBSDevice Provisioning Agentgbs1h 31m3h 21m24IT 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%
983 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 gates78 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
2,703.3h
983 items at 165 minutes of decision each.
Agent time a week
9,649.8h
589 minutes an item, which does not compete for a person.
Gate load
99%
Inside capacity, with 26.8h of headroom.
Stations without a person
86%
1 gate left on 7 stations.
Where an item spends its time
22% waiting on a person
78% in the agent lane
An item now takes 754 minutes of worked time end to end against 754 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 Device Refresh

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 Detect age · Device Provisioning Agent · 2.8 hrs

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 26 hrs

now Detect age · Device Provisioning Agent · 2.8 hrs

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

4 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.

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

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

5 of 7 stations attributed here · would write back

Configuration Management Database

ServiceNow CMDB · itsm · inbound · high

modeled

2 of 7 stations attributed here · read only

System attribution is a rule, not a reading.

Who runs it

Orchestration and accountability

Orchestrated by
End-User Compute Orchestrator
That orchestrator’s remit
Owns device work end to end inside Information Technology. Runs 3 lines across 19 stations, drains the repeatable share into the IT tower, and holds 2 human gates.
Accountable person
Director, Workplace Technology
Sub-function
End-User Compute
Shared spine tower
it
Hand-over points
finance

Other services in this sub-function

2 alongside this one

Device ProvisioningIT3APatch CycleIT3B

What this page is and is not

This is a catalogue of the modeled estate.