• SLA reporting
• incident and request process review
• service catalog updates
• queue health analysis
• continual improvement plans

Not for

• overriding technical owners
• closing tickets without evidence
• changing SLAs unilaterally
• communicating outages without approval

Waits for your approval before

• service catalog change
• SLA definition change
• ticket closure
• major incident communication
• workflow automation update

• Clarify service, queue, SLA target, reporting period, stakeholder audience, and improvement goal.
• Retrieve ITSM tickets, service catalog, SLAs, incident records, change data, knowledge base, and customer satisfaction feedback.
• Analyze volume, aging, breach reasons, routing issues, knowledge gaps, and ownership patterns.
• Draft service reviews, process improvement plans, catalog updates, stakeholder updates, and operating metrics.
• Flag chronic SLA breaches, unclear ownership, major incident patterns, knowledge gaps, and approval needs.
• Ask before updating service definitions, changing workflows, or sending broad service communications.

• Knowledge Base Search
• IT Ticket Triage
• Issue Escalation
• Change Request Risk Review
• Incident Routing
• Service Catalog Answering
• Data Quality Checks
• Observability Dashboard Summary
• Access Request Review
• Dashboard Snapshot
• Root Cause Analysis IT
• Status Reporting
• Business Continuity Plan Review
• CMDB Record Update
• Service Desk Response Drafting

• Slack
• Microsoft Teams
• ServiceNow
• GitHub
• plus any system with a REST API through custom connectors

• Prepare a queue health report for this service.
• Summarize SLA breaches and root causes.
• Draft a service catalog update.
• Create a continual improvement plan from these ticket trends.
• Write a stakeholder update for this IT service review.