AGI.do

Processes

What will AGI do for Operate IT user support?

AI-deliverabilitydigital

Because there are no child occupations seeded, the score is derived directly from the process name and description. 'Operate IT user support', which entails recording, monitoring, and resolving user requests, represents inherently digital information transformation work (e.g., remote troubleshooting and ITSM ticketing), placing it solidly in the digital band.

An end user submits an IT service request or reports a system incident.

Trigger
An end user submits an IT service request or reports a system incident.
Outcome
The reported issue is resolved or the requested service is delivered, restoring full user productivity.

The work itself

Grounded Work Profile

Measured by

  • First Contact Resolution RateprocessProfile
  • Mean Time To ResolutionprocessProfile
  • Cost Per TicketprocessProfile
  • User Satisfaction ScoreprocessProfile

Key steps

  • Log and classify the incoming user request or incidentprocessProfile
  • Prioritize the ticket based on urgency and business impactprocessProfile
  • Troubleshoot the issue against established knowledge basesprocessProfile
  • Execute resolution or fulfill the service requestprocessProfile
  • Escalate complex issues to specialized support tiers if unresolvedprocessProfile
  • Confirm resolution with the user and close the ticketprocessProfile

How AGI delivers it

Four ways AGI delivers for Operate IT user support

  • Services-as-Software

    Get the professional outcome delivered as software, priced on results, not headcount.

    Services.do

  • Autonomous Agents as digital employees

    Hire a digital employee that does the job under earned, supervised autonomy.

    Agents.do

  • Business-as-Code

    Encode how your work runs, once, as software that executes itself.

    Platform.do

Value flow

How Operate IT user support connects

automated by

measured by

  • Number of IT FTEs that perform end user support for applications activities per $1 billion revenuestandard
  • Number of application end users per FTE that performs end user support for applicationsstandard
  • Percentage of IT FTEs performing IT processes that perform deskside (local) supportstandard
  • Percentage of IT FTEs performing user support roles that perform helpdesk (remote) supportstandard

optimizes (incoming)

  • Number of business entity employees per FTE that performs IT processesmodel
  • Number of IT FTEs that perform end user support for applications activities per $1 billion revenuemodel

Go deeper

Explore Operate IT user support

Read the deeper take on agi.asView as markdown