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LT Solutions Documentation

website·Indexed 31 days ago

https://docs.lt.solutions/

Documentation for a suite of Jira Service Management tools, including LaunchPad for analyzing and deploying service models, Second Chance for improving ticket self-resolution through scored knowledge base matches, and Asset Sync for syncing objects to Google Sheets™.

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What's inside LT Solutions

  1. Overview of the SLA Management schema

    The SLA Management schema provides a structured way to formalize response and resolution targets, automate escalation paths, and link services to their governing policies. It is designed to work in tandem with the Priority Matrix to create an end-to-end incident handling workflow where priority classification selects the SLA policy, and the policy's targets drive the escalation process.

  2. Overview of LaunchPad for Jira Service Management

    LaunchPad for Jira Service Management is an Atlassian Forge app designed to accelerate the implementation of service models in Jira. It analyzes a user's environment, recommends a service model, and deploys that model into Assets. This process eliminates the extensive design work typically required before a functional implementation can be achieved, allowing users to extend and manage the model after deployment.

  3. Overview of Software Asset Management (v2.0) schema object types

    The following object types are available in the Software Asset Management (v2.0) schema:

    Object TypePurposeKey Attributes
    Software ProductSoftware titles and applicationsProduct Name, Publisher, Category, License Model, Current Version
    DeviceComputers and servers where software is installedDevice Name, Device Type, Operating System, Department, Primary User
    License AgreementSoftware license contracts and agreementsAgreement Name, Publisher, Agreement Type, Start/End Date, Total Value, Owner
    EntitlementWhat you are licensed to use under an agreementAgreement, Product, Quantity, Metric, Unit Cost
    InstallationSoftware installations on devicesProduct, Device, Version, Last Used, Discovery Source
    RenewalLicense renewal trackingAgreement, Due Date, Notice Period (Days), Decision, Proposed Value, Owner
    Cost AllocationDistribution of license costs to departmentsAgreement, Cost Center, Percentage, Amount, Period
    Compliance PositionLicense compliance status by productProduct, Entitled Quantity, Deployed Quantity, Gap, Compliance Status

  4. Overview of Workforce Management service model

    Workforce Management is a spoke service model that adds a workforce layer on top of the Core schema's master data. It allows organizations to track roles, role assignments, skills, certifications, equipment, and access grants. It can be deployed alongside the Core schema to share person records or standalone to create its own local people foundation.

  5. Overview of LaunchPad capabilities

    LaunchPad analyzes a Jira environment and deploys a service model into Jira Service Management Assets. It provides the structural foundation—including services, supporting systems, ownership mapping, and attribute definitions—required for correct request routing, ownership definition, and reporting. It is designed to provide a production-ready starting point to avoid lengthy design debates and inconsistent naming conventions.

  6. Overview of Service Catalogue schema object types

    The Service Catalogue schema provides a structured way to model IT services, ownership, and support levels. It consists of six primary object types:

    • Business Service: Customer-facing services available to the organization. Includes attributes for name, category, service level, owner, support team, criticality, and status.
    • Service Category: Groupings used to organize services for browsing (name, description, icon, display order, status).
    • Service Level: SLA definitions including availability targets, response time, resolution time, and support hours.
    • Service Offering: Specific offerings or request types within a business service (name, parent service, price, fulfillment time, approval requirements).
    • Service Request Type: Types of requests that can be made for services (name, parent service, expected SLA, approval requirements).
    • Knowledge Article: Self-service documentation and guides (title, URL, article type, service, last updated, views).

  7. Overview of LaunchPad service models

    LaunchPad provides thirteen service models grouped into five categories. These categories describe the function of the model rather than a maturity level or pricing tier. Most models follow a hub-and-spoke architecture, where specialized models (spokes) refer back to the Core Schema (hub) for shared master data like people, teams, and cost centers.

  8. Overview of Second Chance for Jira Service Management

    Second Chance is a free Atlassian Forge app for Jira Service Management that surfaces relevant knowledge base articles after a ticket is created. Unlike Jira's native 'related articles', Second Chance ranks suggestions and provides a confidence band (Strong, Medium, or Weak) and the matching keywords to help agents and customers find answers quickly. The app operates entirely within the Atlassian tenant with no external AI models or data leakage.

  9. Overview of Asset Sync for Jira Service Management

    Asset Sync is a Google Sheets™ add-on designed to pull Jira Service Management Assets objects into Google Sheets as reports that can be manually refreshed by the user.

  10. Overview of LaunchPad for Jira Service Management

    LaunchPad is a tool built on Atlassian Forge that runs directly inside a Jira instance. It allows users to analyze their existing Jira Service Management environment, recommend and deploy specific service models, and manage those models over time. Because it is built on Forge, it requires no external hosting and ensures no data leaves the site.

  11. Overview of Vendor Management v2.0 Schema Objects

    The Vendor Management schema provides 11 object types to track the full vendor governance lifecycle. It extends the Core Schema, meaning the central vendor record resides in Core, while this schema manages the governance discipline around it.
    Object TypePurposeKey Attributes
    Vendor ProfileGovernance profile extending a Core vendor recordName, Vendor, Strategic Importance, Data Access Required, System Access Required, Status
    ContactKey contacts at vendor organisationsFull Name, Vendor, Role, Email, Status
    ContractVendor contracts and agreementsContract Name, Vendor, Contract Type, Total Value, Start Date, End Date, Owner, Status
    Product/ServiceProducts and services provided by vendorsName, Vendor, Type, Category, Annual Cost, Business Owner, Status
    Risk AssessmentVendor risk evaluationsAssessment Name, Vendor, Assessment Date, Overall Risk Level, Assessor, Status
    Risk FactorSpecific risk items identified in assessmentsRisk Name, Assessment, Category, Risk Score, Mitigation Owner, Status
    Performance ReviewPeriodic vendor performance evaluationsReview Name, Vendor, Review Period, Overall Score, Reviewer, Status
    SLAService level agreements with vendorsSLA Name, Contract, Metric, Target, Measurement Period, Status
    SLA PerformanceTracking of SLA compliance over timePeriod Name, SLA, Period, Actual, Target Met
    SpendVendor spending recordsDescription, Vendor, Period, Amount, Category, Cost Center, Status
    IssueVendor-related issues and incidentsIssue Title, Vendor, Issue Type, Priority, Reported By, Status

  12. Overview of Asset Sync for Google Sheets

    Asset Sync is a Google Sheets™ add-on that allows users to import data from Jira Service Management Assets into a spreadsheet. The workflow involves connecting the add-on to an Atlassian site, selecting a schema from Jira Service Management Assets, and choosing specific object types and attributes to generate a report. Data is imported as a one-way sync; users can update the spreadsheet with fresh data by manually clicking a refresh button.