Sub-function
Service Desk
Owns ticket work end to end inside Information Technology. Runs 3 lines across 17 stations, drains the repeatable share into the IT tower, and holds 1 human gates.
Estate rating
A
79 / 100
The single highest-volume agentic surface in IT. Classification, knowledge retrieval and self-service resolution need no human at all below the escalation line.
Agents
8
Lines
3
Units / wk
10,897
Timetable vs actual
16.5h → 16.9h
Cost / unit
$12
was $45
Run-rate saving
$18.6M
annualized at this volume
The 8 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Service Desk Orchestrator
Owns the service desk lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Intake & Classification Agent
Runs the repeatable portion of service desk inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Password & Access Agent
Runs the repeatable portion of service desk inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Tier-1 Resolution Agent
Executes the service desk step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Knowledge Retrieval Agent
Executes the service desk step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Escalation Routing Agent
Executes the service desk step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Satisfaction Agent
Executes the service desk step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Director, Service Desk when the unit falls outside the decision envelope or confidence drops below the floor.
Service Desk Challenger Agent
Adversarial reviewer for service desk. 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 cross-function process redesign.
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 Desk Operating Position
Supersededv4What operating shape carries twice the current ticket volume without adding headcount, and what breaks first if we are wrong?
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.
confidence
78%
The challenge — Service Desk Challenger Agent
Service Desk Challenger Agent argues the recommendation leans on 5 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 15 percent for two consecutive months
- ·Cost per ticket 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 $60k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $894k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $621k to build controls | Override rate is 13 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $1146k 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 |
|---|---|---|---|---|---|---|
| IT1-POL-200 | Service Desk Decision Envelope 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. binds 6 agents · EU · UK | envelope | Service Desk Orchestrator | Director, Service Desk | v5.1 | Active |
| IT1-POL-201 | Service Desk 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 6 agents · APAC | evidence | Service Desk Orchestrator | Director, Service Desk | v4.4 | Active |