Standard operating procedures · Information Technology
The Information Technology procedure manual
33 written procedures across 11 teams, made of 195 numbered steps. 34 of those steps are a person deciding and 161 are agent work … more
Procedures
33
Median 6 steps long.
Numbered steps
195
Every one carries exactly one actor.
Decision points
34
17% of this function's steps stop for a person.
Agent steps
161
108 of them on the shared spine.
Named agents
90
Registered against the teams inside this function.
Units a week
109,766
Across every procedure in this manual.
Who this manual belongs to
Accountability above the procedures
Accountable
Chief Information Officer
The end of the escalation path for every procedure in this manual. more
Chief of staff
IT Chief of Staff
Holds the operating rhythm of the function: the cadence these procedures are reviewed on and the queue of changes waiting to be made to them.
Autonomy across this function
76% now · 85% target
This is the function’s declared autonomy, not a reading taken from the procedures. Measured off the procedures themselves, 83% of the steps in this manual run without a person. The two are different questions and they do not have to agree.
The service level
Service desk first response
response-time · target 30 mins · Rolling 30 days, 90th percentile
Attainment is 96.1% against a target of 30 mins.
Ticket raised to first human or agent response, from the service desk.
Governance gates on this function
4 declared
These are rules about the function as a whole, not about one procedure. more
| Gate | What trips it | Who releases it | Clock | Waivable |
|---|---|---|---|---|
Privileged access grant approval | Any administrative, root or elevated entitlement | Identity governance and system owner | 4 business hours | No |
Firewall or network boundary change approval | Any rule affecting segmentation, ingress or egress | Network security lead | 1 business day | No |
Production database or destructive action approval | Any data-affecting operation in production, including bulk deletion | Data owner and CIO delegate | 1 business day | No |
Major incident command escalation | Any severity-one incident or suspected compromise | Incident commander | 15 minutes | No |
Run any procedure in this manual
33 to choose from
This is a run, not a forecast. One unit enters the procedure and is walked station by station in the recorded order, each station taking exactly the dwell the estate records for it, held by whoever the estate says holds it. The clock you watch is worked time: the sum of the time the work is actually being done. Pick a procedure on the left and press run. Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. Viable means the path is the one the estate already permits: the lanes are the recorded lanes, every decision that stops for a person still stops for that person, and no step is moved unless the owning team has autonomy ceiling left to cover it. It is a floor for how fast this procedure can go while staying inside its own rules, not a promise about any particular Tuesday.
Nothing has happened yet. more
- The lanes are the recorded lanes. 1 of the 7 stations stop for a person and every one of them still does on this run.
- Every one of the 1 decision is still taken by the person who holds it. The happy path is that each one is released first time, not that it is skipped.
- The owning team is held to a 84% autonomy ceiling and this run sits at 90% unattended, inside it.
- 2 systems are attributed across the stations, and 0 of them are connected. Nothing in this run has been watched executing against a real system of record.
One decision, held by Director, Application Services. more
- 05 Human escalate — The last decision on the line. Something on every procedure ends with a person, so this one is never offered.
This is a run, not a forecast. more
Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. more
The second clock is the allowance. more
A decision may be handed to the agent lane only if two things hold … more
The run reads the station rows only. more
What this run does not model: arrival patterns, contention between procedures for the same person, shift patterns, weekends, learning curves, and the cost of anything. more
Service Desk
3 procedures · 17 steps · 1 decisions
Runs the line
Service Desk Orchestrator
Accountable
Director, Service Desk
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns ticket work end to end inside Information Technology. more
Why the ceiling sits there
The single highest-volume agentic surface in IT. Classification, knowledge retrieval and self-service resolution need no human at all below the escalation line.
The 2 rules every procedure in this team runs inside
Service Desk Decision Envelope
activeIT1-POL-200 · Envelope · v5.1 · approved by Director, Service Desk
Agents in this lane may act without a human when the ticket sits inside the stated value, risk and confidence envelope. more
Service Desk Evidence Standard
activeIT1-POL-201 · Evidence · v4.4 · approved by Director, Service Desk
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT1A | Ticket-to-ResolutionT | 8 | 0 | 100% | 1,453 | ||
| IT1B | Password ResetT | 5 | 0 | 100% | 2,857 | ||
| IT1C | Escalation HandlingT | 4 | 1 | 75% | 6,587 |
Identity & Access
3 procedures · 19 steps · 2 decisions
Runs the line
Identity Orchestrator
Accountable
Director, Identity & Access Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns access request work end to end inside Information Technology. more
Why the ceiling sits there
Standard joiner and leaver flows are fully touchless and faster than any human process. more
The 4 rules every procedure in this team runs inside
Identity & Access Decision Envelope
activeIT2-POL-200 · Envelope · v2.2 · approved by Director, Identity & Access Management
Agents in this lane may act without a human when the access request sits inside the stated value, risk and confidence envelope. more
Identity & Access Evidence Standard
activeIT2-POL-201 · Evidence · v1.6 · approved by Director, Identity & Access Management
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Identity & Access Escalation Rule
activeIT2-POL-202 · Escalation · v3.4 · approved by Director, Identity & Access Management
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Identity & Access Autonomy Ceiling
activeIT2-POL-203 · Ceiling · v2.8 · approved by Director, Identity & Access Management
The ceiling for this lane is 86 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT2A | Joiner ProvisioningT | 6 | 1 | 83% | 3,663 | ||
| IT2B | Leaver DeprovisioningT | 6 | 0 | 100% | 7,389 | ||
| IT2C | Privileged Access RequestT | 7 | 1 | 86% | 6,952 |
End-User Compute
3 procedures · 19 steps · 2 decisions
Runs the line
End-User Compute Orchestrator
Accountable
Director, Workplace Technology
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns device work end to end inside Information Technology. more
Why the ceiling sits there
Imaging, enrollment and patching are deterministic and reversible. more
The 3 rules every procedure in this team runs inside
End-User Compute Decision Envelope
under reviewIT3-POL-200 · Envelope · v2.6 · approved by Director, Workplace Technology
Agents in this lane may act without a human when the device sits inside the stated value, risk and confidence envelope. more
End-User Compute Evidence Standard
activeIT3-POL-201 · Evidence · v2.8 · approved by Director, Workplace Technology
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
End-User Compute Escalation Rule
under reviewIT3-POL-202 · Escalation · v5.3 · approved by Director, Workplace Technology
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT3A | Device ProvisioningT | 7 | 0 | 100% | 855 | ||
| IT3B | Patch CycleT | 5 | 1 | 80% | 391 | ||
| IT3C | Device RefreshT | 7 | 1 | 86% | 983 |
Infrastructure & Cloud
3 procedures · 16 steps · 3 decisions
Runs the line
Infrastructure Orchestrator
Accountable
Director, Cloud Infrastructure
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns infrastructure change work end to end inside Information Technology. more
Why the ceiling sits there
Scaling, waste detection and restore verification are automated inside a spend envelope. more
The 2 rules every procedure in this team runs inside
Infrastructure & Cloud Decision Envelope
activeIT4-POL-200 · Envelope · v3.9 · approved by Director, Cloud Infrastructure
Agents in this lane may act without a human when the infrastructure change sits inside the stated value, risk and confidence envelope. more
Infrastructure & Cloud Evidence Standard
activeIT4-POL-201 · Evidence · v1.9 · approved by Director, Cloud Infrastructure
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT4A | Capacity ResponseT | 5 | 1 | 80% | 800 | ||
| IT4B | Cost OptimizationT | 6 | 1 | 83% | 1,227 | ||
| IT4C | Backup AssuranceT | 5 | 1 | 80% | 2,803 |
Network
3 procedures · 19 steps · 3 decisions
Runs the line
Network Orchestrator
Accountable
Director, Network Services
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns network change work end to end inside Information Technology. more
Why the ceiling sits there
Detection and known-fault remediation run without a human. more
The 4 rules every procedure in this team runs inside
Network Decision Envelope
under reviewIT5-POL-200 · Envelope · v3.9 · approved by Director, Network Services
Agents in this lane may act without a human when the network change sits inside the stated value, risk and confidence envelope. more
Network Evidence Standard
activeIT5-POL-201 · Evidence · v4.1 · approved by Director, Network Services
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Network Escalation Rule
activeIT5-POL-202 · Escalation · v2.8 · approved by Director, Network Services
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Network Autonomy Ceiling
activeIT5-POL-203 · Ceiling · v4.2 · approved by Director, Network Services
The ceiling for this lane is 82 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT5A | Network IncidentT | 6 | 1 | 83% | 6,075 | ||
| IT5B | Configuration ChangeT | 7 | 2 | 71% | 1,274 | ||
| IT5C | Circuit LifecycleT | 6 | 0 | 100% | 3,081 |
Application Management
3 procedures · 19 steps · 3 decisions
Runs the line
Application Management Orchestrator
Accountable
Director, Application Services
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns application change work end to end inside Information Technology. more
Why the ceiling sits there
Health monitoring and known-fault remediation are agentic. more
The 4 rules every procedure in this team runs inside
Application Management Decision Envelope
activeIT6-POL-200 · Envelope · v4.1 · approved by Director, Application Services
Agents in this lane may act without a human when the application change sits inside the stated value, risk and confidence envelope. more
Application Management Evidence Standard
activeIT6-POL-201 · Evidence · v3.8 · approved by Director, Application Services
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Application Management Escalation Rule
activeIT6-POL-202 · Escalation · v2.9 · approved by Director, Application Services
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Application Management Autonomy Ceiling
activeIT6-POL-203 · Ceiling · v2.4 · approved by Director, Application Services
The ceiling for this lane is 84 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT6A | Application IncidentT | 7 | 1 | 86% | 7,208 | ||
| IT6B | Application ReleaseT | 6 | 1 | 83% | 6,818 | ||
| IT6C | Application RetirementT | 6 | 1 | 83% | 4,852 |
Cybersecurity Operations
3 procedures · 21 steps · 6 decisions
Runs the line
Security Operations Orchestrator
Accountable
Director, Security Operations
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns alert work end to end inside Information Technology. more
Why the ceiling sits there
Triage, enrichment and in-policy containment run in seconds because speed is the control. more
The 2 rules every procedure in this team runs inside
Cybersecurity Operations Decision Envelope
activeIT7-POL-200 · Envelope · v4.6 · approved by Director, Security Operations
Agents in this lane may act without a human when the alert sits inside the stated value, risk and confidence envelope. more
Cybersecurity Operations Evidence Standard
activeIT7-POL-201 · Evidence · v3.7 · approved by Director, Security Operations
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT7A | Security Alert TriageT | 7 | 2 | 71% | 3,384 | ||
| IT7B | Phishing Campaign ResponseT | 6 | 0 | 100% | 4,964 | ||
| IT7C | Major IncidentT | 8 | 4 | 50% | 2,187 |
Data & Integration Platform
3 procedures · 17 steps · 3 decisions
Runs the line
Data Platform Orchestrator
Accountable
Director, Data Platform
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns pipeline run work end to end inside Information Technology. more
Why the ceiling sits there
Pipeline recovery and backfill are automated and idempotent. more
The 4 rules every procedure in this team runs inside
Data & Integration Platform Decision Envelope
activeIT8-POL-200 · Envelope · v5.9 · approved by Director, Data Platform
Agents in this lane may act without a human when the pipeline run sits inside the stated value, risk and confidence envelope. more
Data & Integration Platform Evidence Standard
activeIT8-POL-201 · Evidence · v3.1 · approved by Director, Data Platform
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Data & Integration Platform Escalation Rule
activeIT8-POL-202 · Escalation · v4.6 · approved by Director, Data Platform
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Data & Integration Platform Autonomy Ceiling
activeIT8-POL-203 · Ceiling · v1.3 · approved by Director, Data Platform
The ceiling for this lane is 87 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT8A | Pipeline IncidentT | 6 | 1 | 83% | 7,590 | ||
| IT8B | Data Product ReleaseT | 6 | 1 | 83% | 4,118 | ||
| IT8C | Data Access GrantT | 5 | 1 | 80% | 1,175 |
Asset & License
3 procedures · 15 steps · 5 decisions
Runs the line
Asset Orchestrator
Accountable
Director, IT Asset Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns license position work end to end inside Information Technology. more
Why the ceiling sits there
Discovery, reconciliation and reharvesting are pure data work with immediate cash return. more
The 4 rules every procedure in this team runs inside
Asset & License Decision Envelope
activeIT9-POL-200 · Envelope · v1.2 · approved by Director, IT Asset Management
Agents in this lane may act without a human when the license position sits inside the stated value, risk and confidence envelope. more
Asset & License Evidence Standard
activeIT9-POL-201 · Evidence · v3.9 · approved by Director, IT Asset Management
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Asset & License Escalation Rule
activeIT9-POL-202 · Escalation · v5.4 · approved by Director, IT Asset Management
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Asset & License Autonomy Ceiling
activeIT9-POL-203 · Ceiling · v2.5 · approved by Director, IT Asset Management
The ceiling for this lane is 91 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT9A | License ReconciliationT | 6 | 2 | 67% | 2,993 | ||
| IT9B | Renewal CycleT | 5 | 1 | 80% | 4,304 | ||
| IT9C | Asset Audit ResponseT | 4 | 2 | 50% | 3,634 |
Change & Release
3 procedures · 19 steps · 3 decisions
Runs the line
Change Orchestrator
Accountable
Director, Change Management
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns change record work end to end inside Information Technology. more
Why the ceiling sits there
Pre-approved standard changes flow through with no human at all. more
The 3 rules every procedure in this team runs inside
Change & Release Decision Envelope
activeIT10-POL-200 · Envelope · v1.0 · approved by Director, Change Management
Agents in this lane may act without a human when the change record sits inside the stated value, risk and confidence envelope. more
Change & Release Evidence Standard
activeIT10-POL-201 · Evidence · v2.1 · approved by Director, Change Management
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Change & Release Escalation Rule
activeIT10-POL-202 · Escalation · v5.4 · approved by Director, Change Management
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT10A | Standard ChangeT | 7 | 0 | 100% | 1,797 | ||
| IT10B | Normal ChangeT | 7 | 1 | 86% | 7,302 | ||
| IT10C | Emergency ChangeT | 5 | 2 | 60% | 980 |
IT Financial Management
3 procedures · 14 steps · 3 decisions
Runs the line
IT Finance Orchestrator
Accountable
Director, IT Financial Management
Layers in play
strategy · observe · workflow · gbs
That team’s remit
Owns cost line work end to end inside Information Technology. more
Why the ceiling sits there
Cost attribution and showback are mechanical allocation work that agents do at full granularity. more
The 2 rules every procedure in this team runs inside
IT Financial Management Decision Envelope
supersededIT11-POL-200 · Envelope · v3.6 · approved by Director, IT Financial Management
Agents in this lane may act without a human when the cost line sits inside the stated value, risk and confidence envelope. more
IT Financial Management Evidence Standard
under reviewIT11-POL-201 · Evidence · v1.5 · approved by Director, IT Financial Management
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| IT11A | Monthly ShowbackA | 5 | 1 | 80% | 56 | ||
| IT11B | Unit Cost ReadA | 4 | 1 | 75% | 9 | ||
| IT11C | Sourcing Model PositionJ | 5 | 1 | 80% | 5 |
Where this manual comes from
Nobody wrote these procedures. more
What it cannot claim
The twenty-four controls and eighteen exception classes in this platform are held at estate level … more
These procedures describe the modeled estate. more
Actions
What is waiting on a person
What a single function manual is for, and the three things worth checking the moment you open one.
governing rules bind the teams inside these functions
Every team carries between two and four rules covering evidence, envelope, escalation and ceiling. 395 are active. more
governance gates are declared across the function estate
A governance gate is a rule about the function, not about a single procedure: a threshold, a named approver and a clock. more
points separate the most and least agent-run function, Customer Service and Legal
Customer Service runs 90% of its steps without a person and Legal runs 76%. The gap is not a target and not a failing … more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
A function manual gathers every procedure the function owns, grouped by the team that runs it, with the orchestrator, the accountable human, the autonomy ceiling and the governing rules printed against each team. more
Live observability
What the record shows right now
How the manuals differ in size, by number of written procedures. more
Current distribution
211 procedures
Is policy and strategy coming to fruition
Whether the written intent is holding here
Holding on structure, not on assurance. more
Not holding on the record
Every manual is complete: 475 procedures with nothing unassigned, 154 teams each carrying an orchestrator and a named accountable human, and every step attributed to a lane. more