Service Operations Launchpad

The Service Operations Launchpad is where IT agents and fulfillers do their day-to-day work: triaging incidents, running root-cause investigations on problems, authorizing and scheduling changes, and fulfilling service requests. This guide covers all four; the mechanics of lists and records are shared across the whole app and covered in Working with lists and Working with records.

What it covers

Area	What you do there
Incidents	Log and resolve unplanned interruptions to service — see Incidents.
Problems	Investigate the root cause behind one or more incidents and drive it to a permanent fix — see Problems.
Changes	Plan, approve, schedule, and implement changes to services and infrastructure — see Changes.
Requests	Fulfill catalog orders through their request → requested item → task chain — see Requests.

The home dashboard

Landing in the launchpad, Home greets you with metric cards and a set of sub-tabs: Overview, Service reliability, Your work, and Your teams’ work. Below the cards sits a live list — Services with critical alerts — so you can see at a glance which services need attention before you even open a queue.

The navigation rail

The rail on the left is how you move between destinations inside the launchpad:

• Home — the dashboard described above.
• List — the entry point to every record type’s list (incidents, changes, problems, requests), with the canonical Assigned to me / Open / Open - Unassigned / Resolved / Closed / All views for each.
• Inbox — your assigned interactions in one place.
• Major Incidents — the Major Incident Management workbench (see Incidents).
• Change Calendar and Schedules — under Change, for viewing planned change windows.
• Walk-up Experience and On-call schedules — service-desk-facing destinations for in-person support and on-call coverage.
• Service catalog (agent) — order catalog items on behalf of a user.

Each record type also has its own Teams and Schedules surfaces reachable from the rail, and a Log Viewer / Express List for fast, dense list scanning when you need to work through a large queue quickly.

Every list and record you open in this launchpad follows the same toolbar and layout conventions used everywhere else in the app — that shared behavior is documented once in the launchpads/shared guides rather than repeated per module.