The catalogue Information TechnologyAsset & LicenseTransactional

Service IT9A

License Reconciliation

Runs transactional. Starts when a scheduled window opens. It runs 2,993 times a week across 6 stations. 2 of those stations stop for a person and 4 are done by an agent, 4 of them on the shared spine.

Runs a week

2,993

158 in flight right now.

Stations

2 person · 0 agent · 4 spine

Agent share of steps

67%

Autonomy on this service is set at 87% against a ceiling of 91%.

Decisions a person makes

Held by Director, IT Asset Management.

Touchless

95%

Share of runs that complete without anybody opening them.

Timetable against actual

10.2h

Actual 8.5h, 1.7h under the timetable.

Operations

The lane diagram

Read it left to right. more

Person2 stations and 48% of the dwellAgent0 stations and 0% of the dwellShared spine4 stations and 52% of the dwell1 crossing between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

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	Discover installs	GBS	Discovery Agent	gbs	2h 6m	2h 37m	40	IT Service Management
2	Match entitlements	GBS	Discovery Agent	gbs	1h 31m	2h 29m	43	IT Service Management
3	Detect gap	GBS	Discovery Agent	gbs	1h 34m	3h 28m	33	IT Service Management
4	Reharvest unused	GBS	Discovery Agent	gbs	1h 54m	3h 52m	32	IT Service Management
5	Escalate shortfall Held for a named human when the unit exceeds the license position decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Director, IT Asset Management	policy	5h 30m	11h 4m	7	IT Service Management
6	True-up Held for a named human when the unit exceeds the license position decision envelope, when confidence falls below the floor, or when a policy clause is engaged. Hands over at procurement	Human	Director, IT Asset Management	policy	1h 3m	2h 20m	3	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%

2,993 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 gates561 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

19,604.2h

2,993 items at 393 minutes of decision each.

Agent time a week

21,200.4h

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

Gate load

100%

Inside capacity, with 30.9h of headroom.

Stations without a person

67%

2 gates left on 6 stations.

Where an item spends its time

48% waiting on a person

52% in the agent lane

An item now takes 818 minutes of worked time end to end against 818 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 License Reconciliation

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 14 hrs

now Discover installs · Discovery Agent · 2.1 hrs

As the ledger has it

the same stations, plus 3 categories the estate already counts

0 min of 30 hrs

now Discover installs · Discovery Agent · 2.1 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

1 systems attributed

0 of 1 returning records

The system register

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

6 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: Asset Orchestrator
That orchestrator’s remit: Owns license position work end to end inside Information Technology. Runs 3 lines across 15 stations, drains the repeatable share into the IT tower, and holds 5 human gates.
Accountable person: Director, IT Asset Management
Sub-function: Asset & License
Shared spine tower: it
Hand-over points: procurement

Other services in this sub-function

2 alongside this one

Renewal CycleIT9B Asset Audit ResponseIT9C

What this page is and is not

This is a catalogue of the modeled estate. more