IT playbook · AI Employee: Ivy

VIP Fast-Track

VIP first-response < 5 minutes

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The problem

Executives can't wait in the standard IT queue and every IT team knows it. Yet without a clean fast-track, VPs bounce between IT ops, executive assistants, and the CIO's personal Slack DM. Response times are unpredictable, expectations conflict, and the CIO gets pinged personally for the third "my WiFi is slow" this quarter. Fair to nobody: exec productivity suffers, IT feels micro-managed, junior staff resent the informal queue-jumping.

At a glance
Trigger
Ticket event
Approvals
None (rule-based)
What it does
Writes to your systems
Systems
HRIS · Ticketing
How it feels in production

An hour-by-hour walkthrough.

VP Priya files a ticket: "Zoom won't connect to the conference room A/V." Ivy detects the VIP tag on Priya's profile + the meeting starting in 8 minutes. Immediate actions (parallel): - Pull device diagnostics on Priya's laptop + the conference room A/V - Page the on-call VIP-support technician - Post to the vip-support Slack channel with context - Try automated remediation: kill Zoom, restart A/V bridge software, check network By minute 2, VIP-support tech is on it. By minute 4, remediation is in flight (Zoom relaunched, bridge software restarted, network re-authenticated). By minute 6, the meeting is joining successfully. Priya's assistant is looped in as the meeting starts. Post-incident: root cause captured (bridge software crashed after last update), pattern noted (5th time in 3 months), remediation-scheduled at fleet level. VIP experience is fast + reliable; junior IT staff aren't pulled from other tickets; the pattern surfaces for permanent fix.
How it works

Step by step.

  1. 01

    Detect VIP requestor + urgency

    VIP tag from HRIS + Slack profile. Urgency from context (meeting starting, calendar event proximity, explicit urgency word).

    HRIS · Slack · Google Calendar
  2. 02

    Parallel diagnostic + escalation

    Device diagnostics + on-call page + VIP channel post. All simultaneously; no sequential wait.

    MDM · PagerDuty · Slack
  3. 03

    Automated remediation attempts

    Common patterns for VIP-typical issues (Zoom, A/V, WiFi, laptop performance). Fast + safe; user visible.

    MDM scripts · Approved remediation library
  4. 04

    VIP-support tech engagement

    Dedicated on-call for VIP tickets. Different pager from general IT; SLA within 5 minutes response.

    PagerDuty · VIP-support roster
  5. 05

    Post-incident capture + pattern learning

    Root cause + pattern surfaced. Repeat-issue patterns feed permanent-fix scheduling.

    Ticketing · Analytics · Fleet-fix queue
Systems and wiring

What you connect to make this run.

HRIS · Directory

read

VIP tagging from HRIS attributes (executive title, board member, key stakeholder).

PagerDuty · Opsgenie

read+write

VIP-support on-call rotation separate from general IT. Faster SLA.

MDM · Remediation scripts

read+write

Pre-approved VIP-common remediations. Fast execution without user friction.

Slack · Teams · Executive assistant channels

read+write

EA loop-in for meeting-critical VIP issues. Status transparency for exec + EA.

What changes

Before and after, honestly.

VIP time to first-response
Before
15-90 minutes
After
Under 3 minutes
Missed / delayed executive meetings due to IT
Before
5-15 per quarter
After
0-2
Escalations to CIO personally
Before
8-20 per quarter
After
Under 2
Junior IT hours pulled to VIP work
Before
10-20% of tickets
After
Under 3%
Related

Playbooks that pair with this one.

IT

Hardware Troubleshooting

Same remediation library used with faster SLA for VIPs.

IT

Proactive Device Health

VIP devices get heightened proactive monitoring.

IT

Lost Device → Remote Lock

VIP lost-device incidents are highest-severity path.

Frequently asked

Answers about this playbook.

Who qualifies as VIP?

Configurable per company. Typically: CxO, VP+, board members, key customer-facing execs. HRIS tag; specific list reviewed quarterly.

Doesn't this create a two-tier system?

It formalises what already existed informally. Better to have explicit fast-track than shadow shortcuts. Junior IT staff protected from ad-hoc pulls.

What about VIP-adjacent staff (executive assistants, chiefs of staff)?

EA tier: fast-track when supporting VIP work explicitly (meeting prep, VIP delegation). Full-standard when working their own tickets.

How does it handle after-hours VIP support?

Extended on-call for VIP. Weekend / evening pager rotation ensures VIP coverage 24/7 for genuine emergencies.

Can VIPs opt out of the fast-track?

Yes — some execs prefer standard queue to model the culture. Opt-out flag per VIP. Personal preference respected.

See it run on your data.

Free plan, no credit card. Connect the systems this playbook needs and run it against a past event first.

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