Function cockpit
Information Technology
Agents resolve, provision and remediate. Humans hold cyber and change authority.
Phase: Phase 4 — Governed autonomy
Run service, identity and infrastructure as a self-healing estate: classification, routine resolution, approved provisioning, telemetry correlation and patch staging are agent work; privileged access, architecture and major incident command remain human.
Trust score
0
Touchless
0%
Human review
0%
Override rate
0%
Capacity released
30-50% reduction in routine service effort, with sustained human investment in architecture and cyber
Accountable human
Chief Information Officer
CoS agent: IT Chief of Staff
Cost to serve per unit including inference, and where the capacity went
Unit economics
What a unit of Information Technology work costs to serve
Cost per unit is stated after inference, not before it. Model spend, retrieval, evaluation and the human review time that agents still trigger are all inside the number. A cost-per-unit figure that excludes inference is a marketing number.
Units per week
109,766
Cost to serve / wk
$923K
was $3.3M
Run-rate saving
$123.3M
annualized at current volume
Inference spend / wk
$172K
19% of cost to serve
Capacity released
252.2 FTE
590 → 338 on the work
Cost to serve by sub-function
Before and after, per unit, with the inference component shown separately.
| Sub-function | Units / wk | Cost / unit before | Cost / unit now | Of which inference | Change | Weekly delta |
|---|---|---|---|---|---|---|
| Service Desk | 10,897 | $45 | $12 | $1.79 | -73% | $358K |
| Identity & Access | 18,004 | $18 | $5.19 | $1.02 | -71% | $229K |
| End-User Compute | 2,229 | $29 | $9.30 | $2.22 | -68% | $44K |
| Infrastructure & Cloud | 4,830 | $26 | $8.01 | $0.96 | -69% | $87K |
| Network | 10,430 | $49 | $13 | $1.63 | -74% | $377K |
| Application Management | 18,878 | $29 | $8.82 | $1.04 | -69% | $378K |
| Cybersecurity Operations | 10,535 | $19 | $5.44 | $1.60 | -71% | $144K |
| Data & Integration Platform | 12,883 | $19 | $5.56 | $1.62 | -71% | $171K |
| Asset & License | 10,931 | $25 | $5.55 | $1.41 | -77% | $207K |
| Change & Release | 10,079 | $37 | $9.48 | $1.88 | -75% | $281K |
| IT Financial Management | 70 | $2K | $754 | $223 | -64% | $94K |
| Total | 109,766 | $3.3M | $923K | $172K | -72% | $2.4M |
Inference is a variable cost that scales with volume, unlike the headcount it replaced. If volume doubles, the inference column doubles. That is the honest trade being made here.
Where the released capacity went
Capacity that is not redeployed is not a saving, it is a rounding error waiting to be re-hired.
Service Desk
91.4 → 55.6 FTE
Redeployed into cross-function process redesign.
Identity & Access
96.7 → 53.5 FTE
Redeployed into exception judgment and supplier relationship work.
End-User Compute
22.5 → 11.3 FTE
Redeployed into customer-facing escalation ownership.
Infrastructure & Cloud
45.8 → 25.2 FTE
Redeployed into scenario work and strategy authoring review.
Network
39.8 → 20.9 FTE
Redeployed into cross-function process redesign.
Application Management
99.0 → 58.3 FTE
Roles held flat; released hours absorbed volume growth rather than headcount reduction.
Cybersecurity Operations
37.9 → 20.2 FTE
Redeployed into cross-function process redesign.
Data & Integration Platform
38.6 → 27.2 FTE
Redeployed into agent supervision, calibration and coaching.
Asset & License
38.9 → 27.0 FTE
Redeployed into agent supervision, calibration and coaching.
Change & Release
74.8 → 36.1 FTE
Redeployed into control design and independent testing.
IT Financial Management
4.7 → 2.6 FTE
Roles held flat; released hours absorbed volume growth rather than headcount reduction.