WEBVTT 1 00:00:00.350 --> 00:00:01.829 A ticket closes. 2 00:00:01.829 --> 00:00:03.698 The dashboard turns green. 3 00:00:03.698 --> 00:00:06.735 But downstream. the business is still broken. 4 00:00:06.735 --> 00:00:09.383 That is the problem behind Tenured. 5 00:00:11.133 --> 00:00:15.880 Ignite9 founder Saad Maan describes a multi-year application-support agreement worth more 6 00:00:15.880 --> 00:00:18.384 than seven hundred million dollars. 7 00:00:18.384 --> 00:00:23.131 His experience included slow knowledge transfer. uneven expertise. and teams that 8 00:00:23.131 --> 00:00:27.793 understood their own applications better than the process connecting them. 9 00:00:29.443 --> 00:00:33.815 In one incident he recounts. a change in Concur appeared successful 10 00:00:33.815 --> 00:00:35.724 inside the expense application. 11 00:00:35.724 --> 00:00:40.096 The downstream effects reached S A P General Ledger postings. month-end 12 00:00:40.096 --> 00:00:41.607 close. and payroll. 13 00:00:41.607 --> 00:00:45.105 A local fix had become a business-process problem. 14 00:00:46.755 --> 00:00:49.346 The expense team checks its queue. 15 00:00:49.346 --> 00:00:51.175 Finance checks its postings. 16 00:00:51.175 --> 00:00:53.004 Payroll checks its interface. 17 00:00:53.004 --> 00:00:55.214 Each team sees a fragment. 18 00:00:55.214 --> 00:00:59.405 Every handoff risks restarting the investigation. while the business waits for 19 00:00:59.405 --> 00:01:01.616 someone to connect the evidence. 20 00:01:03.266 --> 00:01:05.643 Regulatory projects add another pressure. 21 00:01:05.643 --> 00:01:08.841 Deadlines can change while contractual commitments remain. 22 00:01:08.841 --> 00:01:13.350 The question is whether the support model can reassess scope. dependencies. 23 00:01:13.350 --> 00:01:17.778 and the next safe action when the business context changes. 24 00:01:19.428 --> 00:01:23.745 That experience shaped Tenured by Ignite9: a governed digital workforce for 25 00:01:23.745 --> 00:01:24.844 enterprise support. 26 00:01:24.844 --> 00:01:29.161 The aim is to carry the request. the business context. and 27 00:01:29.161 --> 00:01:33.478 the evidence across the agreed workflow. instead of losing them between 28 00:01:33.478 --> 00:01:34.184 queues. 29 00:01:35.834 --> 00:01:40.013 Start with the applications and dependencies the client confirms. 30 00:01:40.013 --> 00:01:43.339 Identify what a proposed change could affect. 31 00:01:43.339 --> 00:01:47.945 Prepare the fix. downstream test cases. and a rollback plan. 32 00:01:47.945 --> 00:01:52.636 Hold unclear impact for review. and respect approved change windows and 33 00:01:52.636 --> 00:01:53.830 financial-close blackouts. 34 00:01:55.480 --> 00:02:00.198 A digital team can divide the work without dividing the context. 35 00:02:00.198 --> 00:02:04.597 Triage. application investigation. access review. and incident coordination contribute to one 36 00:02:04.597 --> 00:02:05.716 request record. 37 00:02:05.716 --> 00:02:10.115 That is a different goal from adding another disconnected bot to 38 00:02:10.115 --> 00:02:11.234 another queue. 39 00:02:12.884 --> 00:02:18.134 This supplied walkthrough illustrates a Polish-language request about invoices not reaching 40 00:02:18.134 --> 00:02:19.947 an e-invoicing system. 41 00:02:19.947 --> 00:02:25.196 The request moves through triage. investigation. access review. human approval. and 42 00:02:25.196 --> 00:02:26.055 verification. 43 00:02:26.055 --> 00:02:30.254 Notice the shared request and the evidence trail. 44 00:02:30.254 --> 00:02:35.408 This is an illustrative scenario. not a measured customer result. 45 00:02:37.058 --> 00:02:40.029 Digital employees start with read-and-draft authority. 46 00:02:40.029 --> 00:02:44.748 Production-changing actions require the client approvals defined for the deployment. 47 00:02:44.748 --> 00:02:49.466 Wider authority is governed. and irreversible actions still require approval. 48 00:02:49.466 --> 00:02:54.272 The work package includes evidence that reviewers can examine. not just 49 00:02:54.272 --> 00:02:56.806 an answer they must trust. 50 00:02:58.456 --> 00:03:01.131 The pilot should answer practical questions. 51 00:03:01.131 --> 00:03:03.019 Did resolution time improve? 52 00:03:03.019 --> 00:03:04.907 Did the ticket reopen? 53 00:03:04.907 --> 00:03:06.795 Were downstream checks completed? 54 00:03:06.795 --> 00:03:11.436 What did the outcome cost. including human review. integration. and compute? 55 00:03:11.436 --> 00:03:15.291 Those measurements matter more than a promised savings percentage. 56 00:03:16.941 --> 00:03:21.495 For a global organization. language. time zones. and local processes are 57 00:03:21.495 --> 00:03:23.896 part of the support problem. 58 00:03:23.896 --> 00:03:28.782 Validate the required languages. coverage. and escalation paths in the pilot. 59 00:03:28.782 --> 00:03:33.253 Connected context should survive the handoff. wherever the work happens. 60 00:03:34.903 --> 00:03:39.969 We are inviting selected organizations to discuss a free. scoped sandbox 61 00:03:39.969 --> 00:03:40.798 pilot. 62 00:03:40.798 --> 00:03:45.864 Bring one workflow and three to five real support or enhancement 63 00:03:45.864 --> 00:03:46.693 scenarios. 64 00:03:46.693 --> 00:03:51.206 Agree access. approvals. baseline measures. and stop criteria first. 65 00:03:51.206 --> 00:03:55.720 Validate the integrations on your own environment before expanding. 66 00:03:57.370 --> 00:04:00.734 Your next ticket should carry the whole process. 67 00:04:00.734 --> 00:04:04.940 Explore Tenured by Ignite9. and book a pilot briefing at Ignite 68 00:04:04.940 --> 00:04:07.540 Nine dot I O. slash Tenured.