AI GBS tower · ITS
IT Service Tower
Service desk, joiner-mover-leaver provisioning, device and license administration, and the change and release pipeline.
fed by RGM · Engineering · IT
Tx / week
85,277
Touchless
80%
Cost / tx
$8.19
was $28.86
Saving / yr
$91.7M
at current volume
Health
Is this tower holding
Four readings with a printed rule behind each. more
SLA attainment
92%
below the 95% floor
Signed commitments
0
attainment is reported, nothing is committed
Feeder base
3 functions
broad enough that unit cost is not hostage to one feeder
Governed feeder work
3 of 11
the rest run under a general standard, not a versioned rule
Operations
What the tower is running
The queues on the floor right now, where the money goes once inference is separated out, and the lanes carrying work in.
Queues running now
Work waiting inside the tower, and whether each queue is still inside its service window.
Cost to serve, after inference
The tower's unit cost is stated with model spend inside it, not alongside it.
Before
$28.86
per transaction, prior operating model
Now
$8.19
per transaction, all-in
Inference component
$1.57
19% of the current unit cost
Headcount before
357 FTE
Headcount now
205 FTE
Weekly cost avoided
$1.8M
volume held constant
Lanes into this tower
Every function line that pushes volume into the shared spine, with its own touchless rate and unit cost.
| Function | Sub-function | Line | Tx / wk | Touchless | Cost / tx |
|---|---|---|---|---|---|
| Information Technology | Identity & Access | IT2B | 7,389 | 86% | $5.19 |
| Information Technology | Application Management | IT6A | 7,208 | 78% | $8.82 |
| Information Technology | Identity & Access | IT2C | 6,952 | 88% | $5.19 |
| Information Technology | Application Management | IT6B | 6,818 | 86% | $8.82 |
| Engineering | Release & Deployment | EN6B | 6,809 | 88% | $6.74 |
| Revenue Growth Management | Systems & Integration | RO10C | 6,722 | 81% | $3.58 |
| Information Technology | Service Desk | IT1C | 6,587 | 87% | $12.35 |
| Information Technology | Application Management | IT6C | 4,852 | 79% | $8.82 |
| Engineering | Release & Deployment | EN6C | 4,656 | 78% | $6.74 |
| Information Technology | Asset & License | IT9B | 4,304 | 92% | $5.55 |
| Engineering | Security Engineering | EN10B | 4,241 | 80% | $13.07 |
| Information Technology | Identity & Access | IT2A | 3,663 | 83% | $5.19 |
| Information Technology | Asset & License | IT9C | 3,634 | 87% | $5.55 |
| Engineering | Security Engineering | EN10A | 3,326 | 81% | $13.07 |
| Information Technology | Asset & License | IT9A | 2,993 | 95% | $5.55 |
| Information Technology | Service Desk | IT1B | 2,857 | 94% | $12.35 |
| Information Technology | Infrastructure & Cloud | IT4C | 2,803 | 89% | $8.01 |
| Engineering | Release & Deployment | EN6A | 2,598 | 79% | $6.74 |
| Information Technology | Change & Release | IT10A | 1,797 | 90% | $9.48 |
| Information Technology | Service Desk | IT1A | 1,453 | 96% | $12.35 |
| Information Technology | Infrastructure & Cloud | IT4B | 1,227 | 86% | $8.01 |
| Information Technology | End-User Compute | IT3C | 983 | 84% | $9.30 |
| Information Technology | End-User Compute | IT3A | 855 | 83% | $9.30 |
| Information Technology | Infrastructure & Cloud | IT4A | 800 | 81% | $8.01 |
Sub-functions feeding this tower
Each keeps its own estate rating. more
Systems & Integration
Revenue Growth Management
Release & Deployment
Engineering
Security Engineering
Engineering
Service Desk
Information Technology
Identity & Access
Information Technology
End-User Compute
Information Technology
Infrastructure & Cloud
Information Technology
Application Management
Information Technology
Asset & License
Information Technology
Change & Release
Information Technology
IT Financial Management
Information Technology
Actions
What this tower is asking a person to do
Ordered by size. Each figure is a live count from this tower's own queue and breach records.
Items waiting on a person
evidence to read, holds to release, aged exceptions
Items past the service window
already outside the committed clock
Breaches not yet closed
nothing outstanding against this tower
Feeder sub-functions ungoverned
no ratified position, policy or workflow chain
Live observability
The commitments behind the number, and every miss against them
A tower dashboard that shows only attainment is a marketing surface. more
Signed service levels
none signed for this tower
This tower publishes an attainment percentage of 92% with no signed service level behind it. There is no counterparty, no penalty and no review date, so the number is an internal reading rather than a commitment anyone can hold the tower to.
Misses on record
0 breaches · 0 still open
No breach is recorded against this tower. more
Is policy and strategy coming to fruition
Does the intent above this tower reach the transactions inside it
A tower executes; it does not decide. more
Governance chain on the feeder base
3 of 11 feeder sub-functions carry the full chain
Ratified position
3
a stance the leadership signed, not a draft
…and an active policy
3
a rule in force, with a version and an approver
…reaching a live workflow
3
the rule reaches something that actually runs
8 of the 11 feeder sub-functions routing work into this tower are executing at volume without the full chain behind them. They are held to a general standard rather than a rule with a version and an approver.
What this page is, and what it is not
Every reading is computed live from this tower's own records, which makes it exact and makes it narrow. Volumes, unit costs and attainment are modeled: none has been reconciled against an enterprise resource planning system, a payroll register or a service management tool. Attainment without a signed service level beside it is an internal reading, and this page labels it as one rather than presenting it as a commitment.