Service IT8A
Pipeline Incident
Runs transactional. Starts when a request lands in the queue. It runs 7,590 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 4 of them on the shared spine.
Runs a week
7,590
160 in flight right now.
Stations
6
1 person · 1 agent · 4 spine
Agent share of steps
83%
Autonomy on this service is set at 77% against a ceiling of 87%.
Decisions a person makes
1
Held by Director, Data Platform.
Touchless
80%
Share of runs that complete without anybody opening them.
Timetable against actual
15.2h
Actual 12.4h, 2.8h under the timetable.
Operations
The lane diagram
Read it left to right. more
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 | Detect failure | GBS | Lineage Agent | gbs | 1h 12m | 2h 24m | 6 | IT Service Management |
| 2 | Diagnose | GBS | Lineage Agent | gbs | 1h 43m | 2h 28m | 33 | IT Service Management |
| 3 | Auto-retry | GBS | Lineage Agent | gbs | 2h 22m | 5h 2m | 44 | IT Service Management |
| 4 | Backfill | GBS | Lineage Agent | gbs | 1h 59m | 3h 58m | 40 | IT Service Management |
| 5 | Escalate Held for a named human when the unit exceeds the pipeline run decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | Human | Director, Data Platform | policy | 6h 29m | 13h 6m | 7 | IT Service Management |
| 6 | Restore | Agent | Platform Strategy Agent | workflow | 1h 13m | 2h 26m | 30 | Configuration Management Database |
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
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 hrs
now Detect failure · Lineage Agent · 1.2 hrs
As the ledger has it
the same stations, plus 3 categories the estate already counts
0 min of 20 hrs
now Detect failure · Lineage Agent · 1.2 hrs
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
IT Service Management
ServiceNow ITSM · itsm · bidirectional · high
5 of 6 stations attributed here · would write back
Configuration Management Database
ServiceNow CMDB · itsm · inbound · high
1 of 6 stations attributed here · read only
System attribution is a rule, not a reading. more
Who runs it
Orchestration and accountability
- Orchestrated by
- Data Platform Orchestrator
- That orchestrator’s remit
- Owns pipeline run work end to end inside Information Technology. Runs 3 lines across 17 stations, drains the repeatable share into the DATA-ANALYTICS tower, and holds 3 human gates.
- Accountable person
- Director, Data Platform
- Sub-function
- Data & Integration Platform
- Shared spine tower
- data-analytics
- Hand-over points
- None — this service stays inside its function
Other services in this sub-function
2 alongside this one
What this page is and is not
This is a catalogue of the modeled estate. more