Chapter 02

The audit process: we learn your operation

4.5 weeks. The COO/CIO sponsor the work, then IT, procurement, legal, HR ops, finance ops, vendor management, and support process owners bring in the coordinators who know where work actually stalls.

Audit Inputs
Interviews
70 sessions / 54 stakeholders

Cross-functional audits require process owners, approvers, front-line operators, and shared-services teams in the room.

  • C
    CEO/COO
    1x60min · priorities + bottlenecks
  • IP
    IT, procurement, legal, HR, finance owners
    14x45min · process maps + policy thresholds
  • SM
    Shared-services managers
    8x45min · handoffs + escalations
  • CA
    Coordinators and analysts
    20x30min · tickets, rework, and exceptions
  • SA
    Security and compliance reviewers
    3x45min · controls + access risk
  • IS
    IT service desk agents
    8x30min · triage patterns + false escalations
  • PC
    Procurement coordinators
    6x30min · vendor packets + missing fields
  • LO
    Legal ops and contract admins
    5x30min · redline flow + fallback terms
  • HO
    HR operations specialists
    5x30min · onboarding tasks + access exceptions
All sessions transcribed and tagged
Documentation
150 sources ingested

Runbooks, policies, contracts, intake forms, ticket histories, vendor files, access matrices, and escalation logs are indexed.

  • Vendor master + procurement playbook
    SOP
  • Contract templates + redline policies
    Policy
  • IT runbooks + ITSM playbook
    Runbook
  • Employee onboarding checklist
    Checklist
  • Org chart + decision matrix
    Reference
  • Ticket exports + SLA reports
    Operational data
  • Vendor risk packets
    Governance
  • Access approval matrix
    Governance
  • Incident escalation history
    Operational data
Indexed and queryable by agents
Software
13 systems mapped

ITSM, HRIS, procurement, CLM, identity, ERP, support, warehouse, and collaboration systems are mapped end to end.

SE
ServiceNow
ITSM
W
Workday
HRIS
CO
Coupa
Procurement
IR
Ironclad
Contracts
M3
Microsoft 365
Productivity
Slack
Communication
N
NetSuite
ERP
JI
Jira
Ticketing
OK
Okta
Identity
ZE
Zendesk
Support
DO
DocuSign
Signature
SN
Snowflake
Warehouse
AS
Asana
Work management
All systems connected
13
Systems mapped
34
Cross-functional workflows
14,000+
Tickets/contracts/vendors sampled
670K
Hours of manual work / yr
Automation map
Of 670,000 manual hours / yr
How much we take off your plate
Total identified manual hours, split between what we automate and what stays human
73%
Automatable · 491,780 hrs
178,220 hrs human
Of the 491,780 automatable hours, here’s what each agent contributes
Each bar floats at the running total. Built in priority order, summing to total automated.
0K123K246K369K492K+107KP1Contract$13.6M+161KP2IT Triage$11.2M+113KP3Vendor$7.8M+61KP4Onboard$5.4M+50KP5Recon$4M492Khrs / yrTOTALAutomated$46M / yr
P1Contract Intake & Redline
80% automatable · $13.6M
P2IT Ticket Triage
75% automatable · $11.2M
P3Vendor Onboarding
70% automatable · $7.8M
P4Employee Onboarding
65% automatable · $5.4M
P5Cross-system Recon
75% automatable · $4M
Stays human · policy judgment, vendor negotiation, approvals178,220 hrs / yr remain manual
Implementation timeline20.5 weeks · then ongoing
Phase / Workflow
W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
W13
W14
W15
W16
W17
W18
W19
W20
Audit
4.5 weeks
Exec kickoff
Process owners
Operator shadowing
Controls map
Savings model
Rollout approved
Build · workflows shipped in priority order
P1Contract Intake & Redline
8w
P2IT Ticket Triage
9w
P3Vendor Onboarding
10w
P4Employee Onboarding
8w
P5Cross-system Recon
6w
Operate
ongoing →
Next: Build Process