Function cockpit

Information Technology

Agents resolve, provision and remediate. Humans hold cyber and change authority.

Autonomy0% / 85%

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

Touchless

Human review

Override rate

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

Every workflow drawn as a line with its stations and live trains

Line map

Information Technology as a running network

Every workflow is a line. more

Enterprise network

Lines running

Stations

195

Control gates

stations a unit cannot pass without clearing a rule

Interchanges

handoffs to another function

Behind timetable

21 of 33

actual cycle time above design

Live signal across 204 units

132 in time62 late10 late and material

auto-cleared in envelope cleared, evidence posted held for a person

Service DeskA

Owns ticket work end to end inside Information Technology. more

8 agents 82% agentic · ceiling 93%orchestrated by Service Desk Orchestratorhuman owner Director, Service Desk

13 in time7 late1 late and material

IT1ATicket-to-ResolutionTransactional · 8 stations

Intake

2 live

Classify

3 live

Retrieve knowledge

1 live

Auto-resolve

36 q

Escalate to tier 2

1 live

Resolve

4 q

Confirm

44 q

2 live

IT1BPassword ResetTransactional · 5 stations

Request

3 live

Verify identity

29 q

Reset

2 live

Notify

2 live

Log

1 live

IT1CEscalation HandlingTransactional · 4 stations

Detect breach risk

35 q

Reroute

2 live

Notify owner

1 live

Track

1 live

Identity & AccessA

Owns access request work end to end inside Information Technology. more

9 agents 84% agentic · ceiling 86%orchestrated by Identity Orchestratorhuman owner Director, Identity & Access Management

9 in time8 late0 late and material

IT2AJoiner ProvisioningTransactional · 6 stations

Receive trigger

13 q

Derive role

1 live

Provision standard

1 live

Duty check

1 live

Manager approve exception

1 live

Notify

1 live

IT2BLeaver DeprovisioningTransactional · 6 stations

Receive trigger

4 live

Disable access

1 live

Revoke tokens

2 q

Transfer ownership

34 q

Confirm

1 live

Evidence

30 q

IT2CPrivileged Access RequestTransactional · 7 stations

Request

1 live

Justify

2 live

Duty check

1 live

Owner approve

1 live

Grant time-boxed

1 live

Auto-revoke

28 q

Log

24 q

End-User ComputeA

Owns device work end to end inside Information Technology. more

8 agents 74% agentic · ceiling 90%orchestrated by End-User Compute Orchestratorhuman owner Director, Workplace Technology

16 in time3 late1 late and material

IT3ADevice ProvisioningTransactional · 7 stations

Trigger

20 q

Select build

42 q

Order

1 live

Image

4 live

Ship

1 live

Enroll

1 live

Confirm

2 live

IT3BPatch CycleTransactional · 5 stations

Detect patch

3 live

Ring test

1 live

Deploy

1 live

Verify compliance

9 q

Escalate holdout

1 live

IT3CDevice RefreshTransactional · 7 stations

Detect age

27 q

Model cost

5 q

Budget check

1 live

Approve

6 q

Order

1 live

Swap

3 live

Retire

24 q

Infrastructure & CloudA

Owns infrastructure change work end to end inside Information Technology. more

8 agents 78% agentic · ceiling 88%orchestrated by Infrastructure Orchestratorhuman owner Director, Cloud Infrastructure

13 in time6 late0 late and material

IT4ACapacity ResponseTransactional · 5 stations

Forecast

1 live

Scale in-policy

1 live

Escalate spend

1 live

Apply

1 live

Verify

5 q

IT4BCost OptimizationTransactional · 6 stations

Detect waste

42 q

Model saving

41 q

Auto-remediate low risk

2 live

Owner approve

8 q

Apply

1 live

Verify saving

3 live

IT4CBackup AssuranceTransactional · 5 stations

Run backup

1 live

Verify restore

1 live

Flag failure

1 live

Remediate

2 live

Evidence

4 live

NetworkBBB

Owns network change work end to end inside Information Technology. more

8 agents 76% agentic · ceiling 82%orchestrated by Network Orchestratorhuman owner Director, Network Services

12 in time5 late2 late and material

IT5ANetwork IncidentTransactional · 6 stations

Detect

1 live

Correlate

3 q

Auto-remediate known

1 live

Escalate

1 live

Restore

13 q

Post-mortem

1 live

IT5BConfiguration ChangeTransactional · 7 stations

Request

3 live

Impact scan

46 q

Peer review

1 live

Change board approve

2 live

Apply

2 live

Verify

13 q

Auto-revert on failure

16 q

IT5CCircuit LifecycleTransactional · 6 stations

Detect need

2 live

Order

5 q

Install

2 live

Test

2 live

Activate

9 q

Bill verify

1 live

Application ManagementA

Owns application change work end to end inside Information Technology. more

8 agents 72% agentic · ceiling 84%orchestrated by Application Management Orchestratorhuman owner Director, Application Services

14 in time7 late1 late and material

IT6AApplication IncidentTransactional · 7 stations

Detect

0 q

Triage

20 q

Auto-remediate

42 q

Vendor escalate

2 live

Human escalate

2 live

Restore

24 q

Post-mortem

3 live

IT6BApplication ReleaseTransactional · 6 stations

Schedule

1 live

Impact scan

1 live

Test

2 live

Change board approve

2 q

Deploy

2 live

Verify

1 live

IT6CApplication RetirementTransactional · 6 stations

Detect obsolescence

0 q

Map dependencies

1 live

Business owner approve

3 live

Migrate

1 live

Decommission

2 live