A company founded today, with AI, would not document one route and run 71% of its tickets on another. The path people actually take would be the standard one.
Find the request types, handoffs and service tiers your Shared Services team can stop maintaining. ZeroBase reads ticket metadata and routing rules, lists every request family, shows which path people actually use and what the handoffs cost, and stops for a named reviewer before a route changes.
Request types whose “exception” path is now used more often than the standard one.
Tickets that change queue more than twice before anyone works on them.
Service tiers whose target has not been missed in twelve months.
Recurring requests that arrive on the same day each month from the same requester.
Handoffs where the receiving team re-enters data the sending team already keyed.
Categories where the resolution note is identical in more than eighty per cent of tickets.
Request types whose “exception” path is now used more often than the standard one.
Tickets that change queue more than twice before anyone works on them.
Service tiers whose target has not been missed in twelve months.
Recurring requests that arrive on the same day each month from the same requester.
Handoffs where the receiving team re-enters data the sending team already keyed.
Categories where the resolution note is identical in more than eighty per cent of tickets.
The standard path is whatever people actually use.
Routing rules describe the intended process. Ticket metadata describes the real one. ZeroBase reads the second, aggregated above the individual, and asks which path is now the default and what the difference costs.
01 · Inventory
Every request family, from the queue.
Twenty-seven request types in one Shared Services function, each built from ticket, routing and SLA events. Ask in plain language and get the list with volume, exception share and handoffs on every row.
Request types whose exception path is now used more often than the standard one.
Found 27 request types in scope · 9 running mostly on exception
C1
Access change requestREQ-1144,180 tickets · 71% on exception · 3.2 handoffs each
Contested
C2
Payroll data correctionREQ-208same requester, same day, 12 months running
Evidenced
C3
Laptop replacementREQ-0912,640 tickets · re-keyed by receiving team in 88%
Evidenced
C4
Vendor invoice queryREQ-133identical resolution note in 84% of tickets
Evidenced
C5
Tier 1 response targetSLA-03not missed in 12 months · staffed for peak
Contested
C6
New-hire provisioningREQ-017queue changed 2.7 times before first touch
Evidenced
+ 21 more request types
02 · Evidence
Every signal behind a recommendation.
Volume, exception share, handoffs and the rule that set the route, each with the system, query and period it came from. Never a resolution time attached to a named agent.
REQ-114
Access change requestShared Services · N. Arslan · 1,510 h a year
Redesign
Key signals
Path actually used
71% of 4,180 tickets took the exception path; the documented route was used in 29%.
tickets · 2025-09 → 2026-09
Handoffs
3.2 queue changes per ticket; the receiving team re-keyed identity fields in 88% of cases.
routing rulesidentity
Capacity
1,510 hours a year across three queues; median resolution 4.1 days against a 2-day tier.
SLA records
03 · Ranking
Ranked by the handoffs the route produces.
ZeroBase scores every request family on the gap between its documented route and the one tickets actually take, explains the score, and routes route changes to a named reviewer.
Ranked by evidence score
Activity
Owner
Cost / year
Demand
Recommendation
Score
Access change request
N. Arslan
1,510 h
71% exception
Redesign
95
Laptop replacement
E. Yıldız
980 h
88% re-keyed
Automate
91
Payroll data correction
N. Arslan
410 h
same day monthly
Automate
88
Vendor invoice query
B. Çelik
720 h
84% identical
Automate
85
New-hire provisioning
E. Yıldız
1,140 h
2.7 queue changes
Redesign
80
Tier 1 response target
N. Arslan
2,300 h
never missed
Redesign
74
Facilities request
B. Çelik
380 h
ad hoc
Keep
63
Expense query
E. Yıldız
260 h
seasonal
Keep
58
Decisions land where the work already lives.
Every decision leaves with its evidence, its owner and its review date, and goes back into the systems the function runs on.
Microsoft 365
Excel
Power BI
CSV
Compatible target categories · connector coverage is in design-partner validation and no live production integration is claimed.
Document the process people actually run.
Start with one request family. Leave with the route the evidence supports, and the handoffs it removes.
Microsoft 365
A Future Innovation Agents product