End-to-end outcomes · one chain
OI-QTR-0009 — Query to resolution
One query followed from a ticket is raised against a service to the change that resolves it is recorded, across every function and tower it touched. more
State
Closed
Every stage of the service was found and the last one finished inside the sampled week.
Chain cycle
3.3 d
Wall clock, first stage start to last stage end
Of which waiting
34.4 h
43% of the chain was queue, not work
Cost to serve
$25.83
2 touches over 3 stages
A person intervened
1×
At one stage, marked below
Match confidence
0.62
Cohort
What this chain is, and how sure we are it is one chain
Identity, counterparty and the correlation key
The unit
Arjun Mehta
Spain · Europe · EUR
Started Mon, Aug 10, 04:35, ended Thu, Aug 13, 11:44.
How the stages were joined
Cohort · 0.62
The chain crosses a boundary and no usable party join exists on either side. more
A chain is only as sure as its weakest join, so the figure above is the minimum across the 2 joins below, not their average.
How much of the service ran
3 / 3
1 function · 2 towers
Every stage the service defines was found for this unit.
The chain, stage by stage
3 stages · 34.4 h waiting · 44.7 h in work
01Ticket raised
CG-IT-013092Incident ticketitsmITITS
The chain starts here. more
In work
32 min
Touches
0
Handling
touchless
Join
Origin
On the document
$0
Handoff wait before this stage: 13.2 h — nothing was being done to the query for that time.
02Agent run examined
CG-AIOPS-017290Agent run exceptionitsmITAIO
Both documents live in itsm, so the system reference carries across and the link is keyed.
In work
1.1 h
Touches
0
Handling
touchless
Join
Keyed 1.00
On the document
$0
Handoff wait before this stage: 21.2 h — nothing was being done to the query for that time.
03Change recorded a person intervened
CG-IT-011721Change recordcmdbITITSNils Andersen
At least one side of this step records no party at all, so there is nothing to join on beyond place and timing. more
In work
43.1 h
Touches
2
Handling
assisted
Join
Cohort 0.62
On the document
$0
The amounts in the right-hand column are what each document carried, and they are deliberately not added up — the same money is written down once at each of the 3 stages this query passed through. This service carries no monetary value at all — it is internal work — so no value figure is shown for it anywhere.
Where a person intervened
1 of 3 stages were not touchless
Change recorded
assisted
Nils Andersen · IT · IT Service · 2 touches over 43.1 h
Across the 190 complete chains of this service the median is 1, so this one sits above the middle. A stage counts here when its handling is assisted or manual; touchless stages are excluded.
What the time and the money went on
The chain decomposed
Waiting
34.4 h
43% of elapsed time
In work
44.7 h
57% of elapsed time
Waiting and work are an exhaustive split of the 3.3 d this chain took — every hour is in one bucket or the other. The longest single wait was 21.2 h before change recorded.
Cost to serve, $25.83
2 touches at 11 minutes of loaded time each$21.27
3 stages of inference and system cost$4.56
Cost to serve is modeled from the touches the ledger recorded, not billed from a timesheet. more
No stage on this chain raised an exception.
The same chain for the whole week, as a distribution
190 complete query to resolution chains, 10–16 August 2026
this chain sits at the 82nd percentile
67
92
14
3
6
4
2
1
1
26.8 hten equal bands of chain cycle time13.8 d
Median chain
2.7 d
p25 2.2 d · p75 3.1 d
Slowest tenth
4.6 d
worst seen 13.8 d
Median waiting
44.3 h
60% of the median chain is queue
Median cost
$9.88
p90 $58.79
The mean of 3.1 d sits above the median of 2.7 d, which is why the distribution is drawn rather than reported as an average: the gap between the median and the slowest tenth is 45.7 h, and it is that tail, not the average, that customers of this service actually feel. The commitment is 120 hours; 11 of the chains started early enough to be judged broke it.
The ledger behind these chains is one week, 10 to 16 August 2026, which is 168 hours. A chain that had not finished when the week ended is open, not late: the week simply stopped watching it. A chain whose commitment falls after the end of the week could never have been seen to miss, so its service level reads not measurable rather than holding. Nothing on these pages should be read as a monthly or annual attainment. This chain both started and finished inside that week, so its cycle time is a measurement.