Outcome measures
Track completion, supported output, review load, safe deferral, and material correction.
Service indicator catalogueEnterprise AI · Operations
Operate AI-assisted workflows as owned services with diagnosable failure.
AI operations connects user outcomes to source, workflow, component, policy, and dependency evidence. We define service measures, event contracts, incident routes, and controlled change before production responsibility is handed over.
- Service view
- User outcome, workflow state, dependency health, and control status
- Response
- Triage, contain, reconcile, communicate, and restore
- Change
- Versioned release with scoped evidence and rollback criteria
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01 · Service model
A component can be healthy while the user workflow is failing.
We define service boundaries, user-visible outcomes, workflow states, dependencies, control obligations, and ownership. Measures reflect the decision or task, not only technical request success.
Dependency map
Connect sources, identity, policy, integrations, and processing components to workflow states.
Owned dependency and failure mapSupport boundary
Define what first-line, product, data, security, and platform teams each investigate.
Support and escalation matrix03
02 · Observability
Events should reconstruct the workflow while respecting data handling policy.
A shared trace links user request, identity context, source selection, policy decisions, workflow transitions, tool receipts, review actions, and outcome. Sensitive payloads follow explicit minimisation and retention rules.
Correlate
Carry stable identifiers across front end, orchestration, retrieval, policy, tools, and review.
Event contract and sample traceSummarise
Expose useful service and control signals without requiring routine access to raw content.
Role-specific dashboard definitionsRetain
Classify events and payloads by purpose, access, retention, and deletion obligation.
Telemetry data-handling schedule04
03 · Response
AI incidents include wrong outcomes, broken boundaries, stuck work, and silent dependency failure.
Runbooks distinguish quality, access, data, integration, policy, capacity, and workflow-state incidents. Response includes user impact, containment options, case preservation, and reconciliation of partial work.
Triage evidence
Give responders trace, configuration, source, policy, and workflow context for an affected case.
Triage checklist and case bundleContainment
Define feature restriction, source isolation, action suspension, and manual fallback options.
Tested containment commandsReconciliation
Identify incomplete or inconsistent work and restore authoritative state safely.
Reconciliation runbook and exercise05
04 · Control room
A dashboard should lead to a decision, not collect unrelated charts.
The service view organises user impact, workflow backlog, dependency signals, control events, recent change, and intervention status around the questions each operating role must answer.
Illustrative service view: workflow health, dependencies, and accountable action are connected.
User impact first
Technical symptoms are grouped by affected workflow and consequence.
Change in context
Current versions and recent releases sit beside emerging service signals.
Actionable ownership
Alerts name the response owner, expected decision, and supporting evidence.
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05 · Handover
Operations and evaluation meet at the release boundary.
Handover includes service objectives, event contracts, dashboards, alerts, runbooks, access, incident exercises, release gates, rollback criteria, and a backlog informed by observed cases.
Release evidence
Each material change identifies affected cases, controls, dependencies, and acceptance criteria.
Progressive exposure
Access and traffic expand only while service and control signals remain within limits.
Learning loop
Incidents, corrections, and support cases feed evaluation and engineering priorities.
The next step is a bounded working session: one workflow, its evidence sources, the decision owner, and the conditions under which the system must stop or hand over.
Review an operating model