Sub-function
Service Catalog & Intake
Owns service request work end to end inside AI GBS & Global Business Services. Runs 3 lines across 14 stations, drains the repeatable share into the AI-OPS tower, and holds 2 human gates.
Estate rating
BBB
73 / 100
Intake and routing are pure classification. Adding a service to the catalog commits delivery capacity and holds an approval.
Agents
9
Lines
3
Units / wk
18,519
Timetable vs actual
12.1h → 13.0h
Cost / unit
$9.33
was $27
Run-rate saving
$16.8M
annualized at this volume
The 9 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Catalog & Intake Orchestrator
Owns the service catalog & intake lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Catalog Definition Agent
Runs the repeatable portion of service catalog & intake inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Routing Agent
Runs the repeatable portion of service catalog & intake inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Demand Intake Agent
Executes the service catalog & intake step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Eligibility Agent
Executes the service catalog & intake step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Entitlement Agent
Executes the service catalog & intake step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Intake Analytics Agent
Watches service catalog & intake continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A4 · escalates to Escalates to Head of Service Catalog when the unit falls outside the decision envelope or confidence drops below the floor.
Catalog Policy Agent
Holds the rules that bind every other agent in service catalog & intake. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A4 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Service Catalog & Intake Challenger Agent
Adversarial reviewer for service catalog & intake. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A4 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into scenario work and strategy authoring review.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Service Catalog & Intake Operating Position
Supersededv1What operating shape carries twice the current service request volume without adding headcount, and what breaks first if we are wrong?
Hold the ceiling at A4 for service catalog & intake. Intake and routing are pure classification. Adding a service to the catalog commits delivery capacity and holds an approval. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
65%
The challenge — Service Catalog & Intake Challenger Agent
Service Catalog & Intake Challenger Agent argues the recommendation leans on 3 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 6 percent for two consecutive months
- ·Cost per service request stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $34k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $504k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $204k to build controls | Override rate is 11 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $1031k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| GB5-POL-200 | Service Catalog & Intake Decision Envelope Agents in this lane may act without a human when the service request sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 5 agents · EU · UK · US | envelope | Catalog Policy Agent | Head of Service Catalog | v4.2 | Active |
| GB5-POL-201 | Service Catalog & Intake Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 5 agents · APAC | evidence | Catalog Policy Agent | Head of Service Catalog | v3.7 | Superseded |
| GB5-POL-202 | Service Catalog & Intake Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Head of Service Catalog owns the response clock. binds 5 agents · EU · UK | escalation | Catalog Policy Agent | Head of Service Catalog | v5.3 | Active |