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Workflows in Operations standardize how requests become outcomes. Each workflow is triggered by an event, carried through a sequence of steps, and closed with a receipt that records every decision and change.

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Request Fulfillment

  • Trigger — New request arrives via ServiceNow, Slack, or email
  • Steps
    1. Triage Agent classifies and sets priority
    2. Discovery Agent links related asset, vendor, or policy
    3. Twin proposes resolution path to assignee
    4. Assignee resolves or escalates
    5. Requester confirms resolution
  • Approvals — Hardware, software, or vendor spend above threshold requires ops.approval.submit
  • Handoffs — Escalated requests pass to senior ops with full context preserved
  • Receipt — Ticket closure with status, resolution category, and linked evidence

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Vendor Onboarding

  • Trigger — New vendor added or contract renewal initiated
  • Steps
    1. Vendor Agent collects due diligence evidence
    2. Policy Agent validates compliance against active vendor policy
    3. Approval routing to legal and finance stakeholders
    4. Contract record created in Notion and ServiceNow
    5. Vendor activated in portfolio
  • Approvals — Legal review, security questionnaire, and budget sign-off
  • Handoffs — Security findings escalate to Risk; contract gaps escalate to Legal
  • Receipt — Vendor activation record with attached evidence and approver list

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Asset Provisioning

  • Trigger — Hardware or software request approved
  • Steps
    1. Asset Agent checks inventory for available stock
    2. Procurement triggered if out of stock
    3. Asset assigned to requester in inventory
    4. Google Workspace license allocated if applicable
    5. Handoff note created for IT to deliver or ship
  • Approvals — Supervisor and budget owner if above department limit
  • Handoffs — Fulfillment team receives task with delivery instructions
  • Receipt — Asset assignment log with serial, assignment date, and transfer evidence

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Approval Routing

  • Trigger — Any action flagged by policy as requiring authorization
  • Steps
    1. Approval Agent identifies required approvers from org hierarchy
    2. Request sent with evidence bundle
    3. Delegation applied if primary approver unavailable
    4. Decision recorded with scope and timestamp
    5. Workflow resumes or halts based on outcome
  • Approvals — Multi-tier for high-value or high-risk actions
  • Handoffs — Escalation to next tier on timeout
  • Receipt — Approval decision log with approver identity and linked request