Resolve™

Level-one and level-two operations consume the majority of an IT organisation's people budget while producing none of its differentiation. The work is repetitive, well-documented and still slow, because a runbook is only as fast as the human reading it — and out of hours, it isn't read at all. Automation projects address the top ten ticket types and stall, because the eleventh requires judgment about an unfamiliar system state.

• Mean time to restore is bounded by human availability, not by how hard the problem is.
• Runbook knowledge is written down but not executable, so it degrades as staff turn over.
• Traditional automation covers the head of the distribution and leaves the long tail untouched.
• Out-of-hours incidents wait for a person regardless of severity.

Resolve operates as a closed loop over the existing operations estate. Agents ingest signals and tickets, triage against a retrieval layer grounded in the organisation's own runbooks and prior resolutions, decide on an action within a bounded-autonomy policy, execute against the relevant system, verify the restored state, and write the outcome back as new grounding for the next occurrence. Incumbent ITSM, monitoring and configuration tooling are retained — Resolve acts through them. Autonomy is scoped per action class, so read and diagnose are broadly permitted while change actions are gated according to blast radius.

The long tail is the entire argument for agents. Scripted automation must anticipate its trigger; the tail cannot be anticipated, which is why it stays manual. A retrieval-grounded agent can read an unfamiliar state, find the closest prior resolution in the organisation's own history, and reason to an action — and where it cannot reach confidence, escalate with a diagnosis already attached, so the human starts from a hypothesis rather than a blank ticket. The learning loop is what compounds: every resolution, human or agent, becomes grounding for the next one.

SCOPE

Service desk, applications, infrastructure, network, security

AUTONOMY

Bounded per action class; change actions gated by blast radius

GROUNDING

Retrieval over the organisation's own runbooks and resolution history

COVERAGE

24/7

SYSTEM OF RECORD

Incumbent ITSM retained; no rip-and-replace

1. 01Closed loop from detection through verification, not a triage assistant that hands off.
2. 02Retrieval grounded in the organisation's own runbooks and prior resolutions, with citations.
3. 03Autonomy scoped per action class, so diagnosis is free and change is gated.
4. 04Escalations arrive with a diagnosis and evidence attached, not as a raw ticket.
5. 05Every resolution written back as grounding, so coverage compounds with use.
6. 06Operates through incumbent ITSM, monitoring and configuration tooling.

60–80%

Autonomous L1/L2 resolutionindicative target

2–3×

Faster mean time to restoreindicative target

24/7

Coverage without shift coverdesign intent

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