Trust-Embedded Agent Orchestration for Enterprise Service Management
Keywords:
Governance-Native Agentic AI, Generative Artificial Intelligence Governance, Retrieval-Augmented Generation Pipelines, Enterprise Technology Governance, Agentic Process Automation, Ownership And Accountability Models, Governance Risk Compliance, IT Service Management Automation, Human Resource Service Delivery, Embedded AI Governance, Audit Trail Enforcement, Policy-Aware AI Systems, Knowledge Ingestion And Curation, Internal Enterprise Knowledge Sources, External Knowledge Integration, Model Alignment Supervision, Process Usage Monitoring, RAG Pipeline Governance, AI Awareness And Training, Enterprise-Scale Agentic Architectures.Abstract
With enterprises increasingly adopting generative AI models, there is an escalating need for technology governance. Agentic generative AI promises increased process automation but requires intricate ownership and accountability mechanisms. This architectural design addresses these issues when RAG pipelines automate IT service management (ITSM) or human resource service delivery (HRSD) use cases. It proposes a governance-native agentic AI architecture, embedding governance in every part of the design, from process selection to retrieval-augmented generation (RAG) pipeline specification and technological implementation.
Every enterprise’s AI strategy and governance framework should determine their agentic AI governance principles. Here, ownership of the agentic generative AI is repositioned from the enabler to the providing organization’s governance risk compliance team. All internal IT knowledge sources, including policies, process, procedures, service catalogs, and product catalogs, require deep dive ingestion and curation. External knowledge sources, including resumes, job descriptions, and industry-specific suppliers, also need similar preparation. Therefore, three RAG pipelines—management of IT operations incidents and turn-up requests and deploying non-major service change requests—are augmented with a governance layer that enforces audit trails, supervises process usage and model alignments, and drives awareness and training.
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