Owen's view · IT and Service
IT and Service · Monday 07:00 refreshed this morning

Tickets, access exceptions and AI governance

Owen's view · what's breaching SLA, what access is overdue, and the shadow-AI picture. Nothing here was sent; drafts wait for you.

AI summary

Good morning. A former SDR's access has been unrevoked for 9 days, SLA breached (TCK-1132), the exact "fairly sure" gap the system now catches instead of assumes. One shadow-AI item needs a decision: a Manchester SDR using an unsanctioned note-taking app for call debriefs, high risk, draft response ready. Two tickets are one-touch approvals away from clearing.

Open tickets

15
6 requiring Owen directly

SLA breaches

1
TCK-1132, leaver access, 9 days

MFA / patch coverage

Mostly green
2 Red devices, 1 Red MFA gap

Shadow-AI items

5
1 sanctioned this cycle, 2 in pipeline

Red, act today

TCK-1132: a former SDR's access (leaver, 9 days ago) has not yet been confirmed revoked. CRM and SSO access unconfirmed, SLA breached. Cross-referenced in the JML queue. Same-day confirmation flagged for Owen.

Ticket queue by category

Access (5 tickets)1 Red, 2 Amber
Device (2 tickets)Green
Network (2 tickets)Green
App / licence (2 tickets)1 Amber
How do I (3 tickets)Deflected, self-service
Security / AI governance (2 tickets)Owen review

Access and security exceptions

Former SDR access, leaver 9 days ago
Revocation unconfirmed, SLA breached
Red
Field-support engineer device/identity
No check-in 19 days, no review 4 months
Red
Support agent patch status
Overdue 11 days, reminder prepared
Red
Support agent MFA enrolment
Never completed, nudge prepared
Red
Declan Fairweather-Osei, mover
Adjustment prepared, one-touch approval
Amber

AI adoption: sanctioned vs shadow

CRM built-in AI assistant, meeting-intelligence, support triage, marketing assistant
4 tools sanctioned, in use company-wide or by function
Sanctioned
QuickNotes AI, Manchester SDR call debriefs
High risk, discovered via expense review, in conversation
Shadow
Free AI meeting-summary browser extension, AE
High risk, touches customer calls, in conversation
Shadow
Free transcription tool, two independent users
Repeat demand, candidate for formal sanctioning
Under review
DraftPilot, Marketing content drafting
Self-disclosed, vendor terms being checked
Under review
Survey-analysis tool, Product
Completed the journey: shadow to sanctioned
Sanctioned

Lumen AIOS · IT and Service · fictional reference company built by Human-AI Systems. No access is granted, changed or revoked by the system; every exception is prepared for Owen Pryce to action.