Hold the ceiling at A4 for service desk. The single highest-volume agentic surface in IT. Classification, knowledge retrieval and self-service resolution need no human at all below the escalation line. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A4 for identity & access. Standard joiner and leaver flows are fully touchless and faster than any human process. Privileged and out-of-role access always requires a named approver and expires automatically. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A4 for end-user compute. Imaging, enrollment and patching are deterministic and reversible. Only spend commitments and persistent non-compliance reach a person. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A4 for infrastructure & cloud. Scaling, waste detection and restore verification are automated inside a spend envelope. Anything outside the envelope escalates before it costs money. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A3 for network. Detection and known-fault remediation run without a human. Network configuration changes carry enterprise-wide blast radius, so peer review and a change board are mandatory. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Hold the ceiling at A3 for application management. Health monitoring and known-fault remediation are agentic. Removing an application from service touches business processes, so the business owner signs it. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.

Agents in this lane may act without a human when the ticket 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.

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.

Agents in this lane may act without a human when the access 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.

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.

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. Director, Identity & Access Management owns the response clock.

The ceiling for this lane is 86 on the platform scale. Standard joiner and leaver flows are fully touchless and faster than any human process. Privileged and out-of-role access always requires a named approver and expires automatically. The ceiling is a governance decision, not a technical limit, and only Director, Identity & Access Management can propose moving it.