The catalogue Information TechnologyNetworkTransactional

Service IT5B

Configuration Change

Runs transactional. Starts when a request lands in the queue. It runs 1,274 times a week across 7 stations. 2 of those stations stop for a person and 5 are done by an agent, 4 of them on the shared spine.

Runs a week

1,274

129 in flight right now.

Stations

2 person · 1 agent · 4 spine

Agent share of steps

71%

Autonomy on this service is set at 76% against a ceiling of 82%.

Decisions a person makes

Held by Director, Network Services.

Touchless

84%

Share of runs that complete without anybody opening them.

Timetable against actual

13.9h

Actual 12.6h, 1.3h under the timetable.

Operations

The lane diagram

Read it left to right. more

Person2 stations and 43% of the dwellAgent1 station and 4% of the dwellShared spine4 stations and 53% of the dwell3 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

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.

#	Station	Lane	Who	Layer	Dwell	Target	In flight	System
1	Request	Agent	Topology Monitoring Agent	workflow	44m	1h 45m	29	Configuration Management Database
2	Impact scan	GBS	Topology Monitoring Agent	gbs	3h 5m	5h 30m	46	IT Service Management
3	Peer review Held for a named human when the unit exceeds the network change decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Director, Network Services	policy	3h 48m	4h 28m	0	IT Service Management
4	Change board approve Held for a named human when the unit exceeds the network change decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Director, Network Services	policy	3h 49m	7h 21m	8	IT Service Management
5	Apply	GBS	Circuit Management Agent	gbs	1h 31m	1h 46m	17	IT Service Management
6	Verify	GBS	Segmentation Agent	gbs	2h 15m	3h 21m	13	IT Service Management
7	Auto-revert on failure	GBS	Network Policy Agent	gbs	2h 35m	5h 5m	16	IT 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. more

Move something

Demand100%

1,274 a week is what the estate records. more

Decisions handed to agents0 of 2

Cheapest decision first. The last gate never moves: something on this service always ends with a person.

People on the gates278 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

9,703.6h

1,274 items at 457 minutes of decision each.

Agent time a week

12,952.3h

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

Gate load

100%

Inside capacity, with 26.4h of headroom.

Stations without a person

71%

2 gates left on 7 stations.

Where an item spends its time

43% waiting on a person

57% in the agent lane

An item now takes 1,067 minutes of worked time end to end against 1,067 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 Configuration Change

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

7 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

7 stations, nothing waiting, nothing sent back

0 min of 18 hrs

now Request · Topology Monitoring Agent · 44 min

As the ledger has it

the same stations, plus 5 categories the estate already counts

0 min of 46 hrs

now Request · Topology Monitoring Agent · 44 min

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

2 systems attributed

0 of 2 returning records

The system register

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

6 of 7 stations attributed here · would write back

Configuration Management Database

ServiceNow CMDB · itsm · inbound · high

modeled

1 of 7 stations attributed here · read only

System attribution is a rule, not a reading. more

Who runs it

Orchestration and accountability

Orchestrated by: Network Orchestrator
That orchestrator’s remit: Owns network change work end to end inside Information Technology. Runs 3 lines across 19 stations, drains the repeatable share into no shared tower, and holds 3 human gates.
Accountable person: Director, Network Services
Sub-function: Network
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

Network IncidentIT5A Circuit LifecycleIT5C

What this page is and is not

This is a catalogue of the modeled estate. more