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. more
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. more
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.