LensReading which lens this session carries.

End-to-end outcomes · Query to resolution

Query to resolution

A question becomes a ticket, the ticket becomes a diagnosis and the diagnosis becomes a change.

All outcomes
Starts when
A ticket is raised against a service
Ends when
The change that resolves it is recorded
Accountable for the whole chain
Wei Lin Tan
Head of service operations · Information Technology
Crosses
ITITSAIO

Health

What the chain measures

Cycle time, wait and cost are computed on complete chains only.

The chain, stage by stage

3 stages · the wait column is the gap before that stage began, measured on the chains that reached it

StageDocumentFunctionTowerSystemReachedWait beforeStage cycleConfidenceJoined by
1Ticket raisedincidentITITSitsm210 · 100%—2.4 h—
Origin 210
2Agent run examinedagent-exceptionITAIOitsm210 · 100%12.6 h2.1 h1.00
Keyed 210
3Change recordedchange-recordITITScmdb190 · 90%32.3 h24.8 h0.56
Cohort 190

The ticket and the agent run share the service desk.

Chain state — an exhaustive partition of all 210 chains in this service into 2 states
Closed172 · 81.9%
Stalled38 · 18.1%
How each chain was joined — a second exhaustive partition of the same 210 chains into 2 regimes
Keyed20 · 9.5%
Cohort190 · 90.5%

The distribution, not the average

Cycle time across the 190 complete chains, in ten equal bands

27–57 h
67
57–88 h
92
88–118 h
14
118–149 h
3
149–179 h
6
179–210 h
4
210–240 h
2
240–271 h
0
271–301 h
1
301–332 h
1

Fastest 26.8 h, slowest 13.8 d, median 2.7 d, mean 3.1 d. The mean sits above the median, so quoting the average alone would overstate what a typical chain of this service takes.

What the chain costs and carries

Cost is modeled from recorded touches.

The commitment against this outcome

Query to resolution inside 5 days · owned by Wei Lin Tan

Measured on the 78 chains that started early enough for the whole 120 hour commitment to fall inside the extract.

This commitment sits alongside the function level service levels the estate already publishes, not instead of them.

Who owns the delay

1 boundary disputes touch this service · 1 undecided

The register
Whether an agent failure is an incident or a model problemOpen

A ticket raised because an agent did the wrong thing is triaged by service operations and diagnosed by the agent platform.

Service operations against Agent platform · arbiter Wei Lin Tan · 8.4 h claimed by neither side, with no dollar figure against it

Trace one chain end to end

The 14 complete chains carrying the largest amounts.

ChainCounterpartyMarketCycleWaitingCostPeopleJoined by
OI-QTR-0002Joachim VandenbergPhilippines2.4 d37.5 h$25.831Cohort 0.62Trace
OI-QTR-0003Lena KowalczykTürkiye3.3 d36.6 h$68.362Cohort 0.62Trace
OI-QTR-0004Estelle MbekiSpain3.2 d39.3 h$15.191Cohort 0.62Trace
OI-QTR-0006Ruth OkonkwoIndia48.0 h36.4 h$4.560Cohort 0.62Trace
OI-QTR-0007Silvia MorettiUnited States2.5 d45.5 h$25.831Cohort 0.62Trace
OI-QTR-0008Lena KowalczykFrance2.4 d41.0 h$4.560Cohort 0.62Trace
OI-QTR-0009Arjun MehtaSpain3.3 d34.4 h$25.831Cohort 0.62Trace
OI-QTR-0010Kenji WatanabeUnited States32.0 h21.9 h$4.560Cohort 0.60Trace
OI-QTR-0011Diego FuentesAustralia2.4 d2.1 d$4.560Cohort 0.62Trace
OI-QTR-0012Hugo AlmeidaUnited States2.2 d39.0 h$4.560Cohort 0.62Trace
OI-QTR-0013Sofia KalogeropoulouIndia3.1 d2.2 d$15.191Cohort 0.60Trace
OI-QTR-0014Nils AndersenBrazil2.1 d34.4 h$4.560Cohort 0.52Trace
OI-QTR-0015Elin BergstromUnited Arab Emirates46.8 h33.1 h$4.560Cohort 0.62Trace
OI-QTR-0001Noor HakimFrance2.1 d37.1 h$4.560Cohort 0.62Trace
What this page is, and what it is not

This is the only outcome in the catalog that never leaves a single function …

An outcome is assembled, not recorded.

The ledger behind these chains is one week, 10 to 16 August 2026, which is 168 hours.

Cost to serve is modeled from the touches the ledger recorded, not billed from a timesheet.