Who it's for
Built for the people accountable when Jira Service Management becomes a production system
Tickets need to route. Services need owners. Reporting needs to show what matters. These are the roles that carry that responsibility — and the ones who notice first when the platform has no service structure underneath it.
LaunchPad installs a service operating model inside Jira Service Management so tickets route, ownership exists, and reporting works from day one.
LaunchPad deploys immediately and does not require a workshop, onboarding programme, or speaking to us.
IT Service Manager
Runs the service desk. Owns SLAs. Lives in queues every day.
When tickets stop routing and nobody owns the escalation path.
What happens today
Tickets bounce between teams because nobody can see which team owns which service. Agents ask “who handles this?” in Slack instead of the system. Escalations arrive not because something broke, but because routing never worked. Monthly reporting turns into an argument about whose numbers are right.
What LaunchPad changes
LaunchPad installs service-to-team mapping directly into Jira Service Management. Ownership is on record. Routing has a structure to follow. Reporting pulls from consistent data instead of manual spreadsheets. The service desk runs like a service desk.
ITSM Platform Admin
Oversees multiple support teams, application owners, and change processes.
When the service desk runs but nothing connects to the services behind it.
What happens today
Each team runs its own queue well enough, but nothing connects them. Cross-team coordination happens in Slack threads and calendar invites instead of inside the platform. The result is decentralised chaos dressed up as agile autonomy. Nobody can answer “what depends on what?” without a whiteboard session.
What LaunchPad changes
LaunchPad gives Jira Service Management the connective layer between teams, services, and agreements. Coordination becomes visible inside the platform. Dependencies are recorded, not remembered. Structure exists without adding bureaucracy.
CIO / IT Director
Approves investment. Accountable for service performance and governance.
When reporting shows volume but not value, and the board asks why.
What happens today
The board asks for service performance data. The team produces spreadsheets that took a week to assemble and that nobody fully trusts. Jira Service Management was supposed to solve this, but without structured service data there is nothing reliable to report on. Executive confidence in the platform erodes quietly.
What LaunchPad changes
LaunchPad installs the service structure that makes governance possible. Services have owners. Agreements are recorded. Reporting has a foundation. When the board asks for numbers, the data already exists inside Jira Service Management — because service ownership and agreements are recorded as structured data.
Service Desk Lead
Manages day-to-day agent operations. Responsible for queue throughput and first-response targets.
When agents spend more time triaging than resolving.
What happens today
Agents pick up tickets and immediately start hunting for context. Which team owns this service? Is there an SLA attached? Who approved the last change? The information exists somewhere, but not inside the ticket workflow. Triage takes longer than resolution, and first-response metrics suffer for reasons nobody can fix with queue rules alone.
What LaunchPad changes
LaunchPad gives agents the context they need before they ask for it. Service ownership, team mapping, and agreement data are already inside Jira Service Management — so triage becomes a lookup, not an investigation. Agents resolve faster because the structure tells them where the ticket belongs.
These roles do not need another workflow configuration. They need a service operating model inside the platform.
You should not use LaunchPad if…
- You run a single helpdesk with fewer than three teams
- You are running a proof-of-concept with no production timeline
- You do not use Jira Service Management
Safety and control
LaunchPad deploys its structure additively.
It does not overwrite workflows, projects, queues, or historical tickets.
Existing teams can continue operating while the structure is introduced gradually.
LaunchPad can be installed and used immediately. No migration services or redesign project required.
LaunchPad deploys a service operating model directly into Jira Service Management — so these roles get what they need from the platform without months of manual configuration.
Give your Jira Service Management environment the structure these roles are looking for
Need help with a larger environment? Get deployment support →
Questions? hello@jsmlaunchpad.com