Standard operating procedure · IT5A · Information Technology
Network Incident
Transactional procedure owned by Network in Information Technology. 6 numbered steps, 1 of them a person deciding and 5 of them agent work … more
Procedure code
IT5A
Transactional
Rule versions in force
v3.9 · v4.1 · v2.8 · v4.2
4 governing rules stacked over it
In force since
2024-11-28
Earliest effective date across those rules
Last reviewed
2026-08-05
Latest review date across those rules
Rules approved by
1
Director, Network Services
Rule health
3/4
1 under review · 0 superseded
There is no document register behind this header. The version, the dates and the approver names are read off the governing rules this procedure runs inside, which is the closest thing the estate holds to a document control record. Nobody wrote these procedures. There is no document library behind this page and no Word file anywhere in the estate. Every procedure below is generated from rows this platform already holds: the line and its ordered stations, the owning team and the person accountable for it, the policy items bound to that team, and the governance gates seeded against the function. The steps, the owners, the gates, the approvers, the dwell times and the volumes are read straight off those rows. The sentences that join them together are generated. Read a procedure as the estate describing itself, not as a document somebody signed.
Purpose and scope
What this procedure is for and where it stops
To run network incident to one repeatable standard inside Network, part of Information Technology. more
Entry condition
Runs transactional. Starts when a request lands in the queue.
Exit condition
The unit clears post-mortem. more
In scope
- Every unit of network incident raised inside Network, from the trigger below through to the final step.
- 5 of the 6 steps, which run without a person present.
- 1 decision that stops the line until a named person releases it.
Out of scope
- Anything outside the envelope set by the owning team. It leaves the line at a gate and becomes the named approver's decision.
- Work that belongs to another function. This line records no handoff, so nothing leaves it mid-flow.
- The 3 steps carried on the shared AI GBS spine. They are done for this line but not by this function.
Who owns it
Runs the line
Network Orchestrator
Accountable person
Director, Network Services
The end of the escalation path. Above them sits IT Chief of Staff for the function.
That team’s remit
Owns network change work end to end inside Information Technology. more
That remit describes the whole team, not this one procedure, so its counts are larger than the ones on this page.
Autonomy
76% now · ceiling 82%
Detection and known-fault remediation run without a human. more
The procedure, step by step
6 numbered steps · 1 of them stop for a person
A step is one station on the line. more
| No. | Step | Who does it | What happens | System of record | Time on the step | In flight |
|---|---|---|---|---|---|---|
| 01 | Detect GBSgbs | Network Orchestrator | Network Orchestrator performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote. | IT Service Management | 1.4 hrsstandard 1.6 hrs | 7 |
| 02 | Correlate GBSgbs | Topology Monitoring Agent | Topology Monitoring Agent performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote. | IT Service Management | 2.3 hrsstandard 4.6 hrs | 3 |
| 03 | Auto-remediate known GBSgbs | Performance Agent | Performance Agent performs this step unattended on the shared AI GBS transaction spine, outside the function, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote. | IT Service Management | 59 minstandard 1.2 hrs | 24 |
| 04 | Escalate HumanpolicyDecision | Director, Network Services Releases: Director, Network Services | Work stops. Director, Network Services reviews what the line has produced and either releases the unit or sends it back. Nothing downstream of this step runs until that decision is made.Holds until: Held for a named human when the unit exceeds the network change decision envelope, when confidence falls below the floor, or when a policy clause is engaged. | IT Service Management | 6.0 hrsstandard 12.1 hrs | 0 |
| 05 | Restore Agentworkflow | Segmentation Agent | Segmentation Agent performs this step unattended at the workflow layer, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote. | Configuration Management Database | 1.4 hrsstandard 2.3 hrs | 13 |
| 06 | Post-mortem Agentworkflow | Network Policy Agent | Network Policy Agent performs this step unattended at the workflow layer, inside the envelope its owning team has set, and writes an evidence record naming the actor, the authority it acted under and the digests of what it read and wrote. | IT Service Management | 1.6 hrsstandard 3.8 hrs | 25 |
The swimlane
The same steps, laid out by who is holding the work
Three lanes: a person deciding, an agent working, and the shared services spine. more
Run the procedure
One unit walked along that swimlane on the happy viable agentified path
Press run and a single unit enters at station 01. Each station takes exactly the dwell this platform records for it and is held by whoever the estate says holds it. more
Nothing has happened yet. more
- The lanes are the recorded lanes. 1 of the 6 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 82% autonomy ceiling and this run sits at 56% 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, Network Services. more
- 04 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
Run it again, going wrong
The same unit, the same stations, broken the way the estate already records breaking
This is the same unit on the same stations, breaking. more
No break below was chosen. more
One play head, two tracks, the same scale. The clean run stops when it runs out of stations; the other one keeps going.
As written
6 stations, nothing waiting, nothing sent back
0 min of 14 hrs
now Detect · Network Orchestrator · 1.4 hrs
As the ledger has it
the same stations, plus 3 categories the estate already counts
0 min of 19 hrs
now Detect · Network Orchestrator · 1.4 hrs
What breaks, and where it is counted
No break below was chosen. more
What the two runs say together
3 counted categories land on this procedure. more
What this run cannot claim
These breaks are shown together on one unit so the shape of a bad day fits on one screen. more
Two clocks run. Worked time is the sum of the time the work is actually being done … more
Roles and responsibilities
7 named parties
The responsibility grid is assigned by a rule, not lifted from a chart. more
| Party | RACI | Steps | Duty | Escalates to |
|---|---|---|---|---|
Network Orchestrator orchestrator | Runs the line | 0 | Sequences this line, holds its timetable and decides what has to surface to a person. more | Raises to Director, Network Services when a unit falls outside the envelope or confidence drops below the floor. |
Network Orchestrator agent A3% autonomy · ceiling A3% 91% clean · 17% overridden | Responsible | 1 | Owns the network lane end to end. more | Escalates to Director, Network Services when the unit falls outside the decision envelope or confidence drops below the floor. |
Topology Monitoring Agent agent A3% autonomy · ceiling A3% 88% clean · 6% overridden | Responsible | 1 | Watches network continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle. | Escalates to Director, Network Services when the unit falls outside the decision envelope or confidence drops below the floor. |
Performance Agent agent A3% autonomy · ceiling A3% 97% clean · 8% overridden | Responsible | 1 | Executes the network step it owns, posts its evidence, and hands the unit to the next stage. | Escalates to Director, Network Services when the unit falls outside the decision envelope or confidence drops below the floor. |
Director, Network Services person | Accountable and responsible | 1 | Holds 1 decision on this line. more | Accountable to Director, Network Services for the decisions held here. |
Segmentation Agent agent A4% autonomy · ceiling A4% 96% clean · 2% overridden | Responsible | 1 | Executes the inventory optimization step it owns, posts its evidence, and hands the unit to the next stage. | Escalates to Director, Inventory Management when the unit falls outside the decision envelope or confidence drops below the floor. |
Network Policy Agent agent A2% autonomy · ceiling A3% 92% clean · 11% overridden | Responsible | 1 | Holds the rules that bind every other agent in network. more | Escalates on any decision that would breach a live policy version, with the clause cited. |
Decision points and escalation
1 places this procedure stops
04 · Escalate
6.0 hrsHeld for a named human when the unit exceeds the network change decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
Director, Network Services
Handoffs out of this procedure
Nothing leaves this procedure for another function. It completes inside Network.
The rules this procedure runs inside
4 governing rules
Network Decision Envelope
under reviewIT5-POL-200 · envelope · vv3.9
Agents in this lane may act without a human when the network change sits inside the stated value, risk and confidence envelope. more
Approved by Director, Network Services · in force 2025-03-16 · reviewed 2026-05-19
Binds Performance Agent, Configuration Agent, Circuit Management Agent
US · Canada
Network Evidence Standard
activeIT5-POL-201 · evidence · vv4.1
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Approved by Director, Network Services · in force 2026-02-04 · reviewed 2026-08-05
Binds Performance Agent, Configuration Agent, Circuit Management Agent
EU · UK · US
Network Escalation Rule
activeIT5-POL-202 · escalation · vv2.8
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
Approved by Director, Network Services · in force 2025-06-21 · reviewed 2026-06-15
Binds Performance Agent, Configuration Agent, Circuit Management Agent
LATAM · US
Network Autonomy Ceiling
activeIT5-POL-203 · ceiling · vv4.2
The ceiling for this lane is 82 on the platform scale. more
Approved by Director, Network Services · in force 2024-11-28 · reviewed 2026-04-20
Binds Performance Agent, Configuration Agent, Circuit Management Agent
LATAM · US
Systems this procedure touches
2 named · 0 connected
System attribution is a rule, not a reading. more
| System | Vendor | Domain | Criticality | Steps | Connection |
|---|---|---|---|---|---|
| IT Service Management | ServiceNow ITSM | itsm | high | 5 | modeled |
| Configuration Management Database | ServiceNow CMDB | itsm | high | 1 | modeled |
0 of the 2 systems on this procedure is connected to the platform, and none of the twenty-six in the estate register is. 1 of them are marked as taking a write back, which is a property of the system, not a live path from here.
How it performs
End to end
13.6 hrs
Summed from the time each step sits, standard 25.6 hrs — running at 53% of the standard.
Touchless
83%
Agent share
83%
A week
6,075
In flight
72
Effort a week
357 human minutes · 461 agent minutes
Volume multiplied by the time on each step. more
Assurance over this procedure
4 governance gates sit above it
The twenty-four controls and eighteen exception classes in this platform are held at estate level … 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 |
Next to it on the same team
Network
What this document is and is not
These procedures describe the modeled estate. more
Actions
What is waiting on a person
What one procedure document gives you, and what to check before you treat it as the standard.
named approvers appear across the library
Every decision point on every procedure carries a job title, not a queue. more
steps in the library hand their unit to another function
A handoff is where a procedure stops being one team’s problem. more
controls exist in the estate, and they belong to no procedure in particular
Controls and exception classes are held estate-wide. more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
A procedure document prints purpose, scope, entry and exit, the numbered steps with the actor on each, the roles and their RACI position, the swimlane, the decision points and escalation, the handoffs, the governing rules with version and approver, the systems by rule and the timings. more
Live observability
What the record shows right now
The whole library, by lane, so a single document can be read against the estate it came from. more
Current distribution
2,748 steps
Is policy and strategy coming to fruition
Whether the written intent is holding here
Half. The document is complete and every actor on it is measured more
Not holding on the record
A procedure here carries a version, an approver, an in-force date and a last-review date. more