Help shape Workforce Optimisation in JSM | Join our research and get rewarded!

[#1]

Hi everyone,

We’re exploring Workforce Optimisation in Jira Service Management and want to hear how we can best support you with scheduling, capacity, forecasting, availability, and assignment across your service teams.

We’re looking to speak with customers who are involved in how work and staffing are planned and managed for their service operations. This might include:

• Creating or managing shift schedules for agents across different time zones

• Planning capacity across teams and services (who is online, when, and for what type of work)

• Forecasting demand (e.g. expected ticket volumes, peak periods, seasonal spikes)

• Tracking agent availability and occupancy to maintain SLAs

• Defining or overseeing work assignment models (manual, round-robin, skills-based, load-based, etc.)

• Coordinating complex team structures, skills, and customer-facing service levels

If that sounds like you, we’d really value your input.

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What the session involves

We’re running 60 minute research calls where we will:

• Learn about your current scheduling and staffing processes

• Understand your capacity planning and forecasting approaches

• Discuss how you monitor availability and actual workload vs. plan

• Walk through how work is assigned today and what “good” looks like for you

• Explore what an ideal Workforce Optimisation experience in Jira Service Management would look like for your organisation

These are discovery conversations, not usability tests. There are no right or wrong answers; we’re interested in how things actually work in your environment.

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Who we’d love to hear from

We’re especially keen to speak with:

• Jira Service Management admins or project admins who configure teams, calendars, SLAs, and assignment rules

• Team leads / operations managers who are responsible for coverage, staffing levels, and performance

• Service / IT operations leaders who own SLAs, workforce planning, and service quality

• Organisations with:

  • Team members in multiple locations and time zones

  • Complex skill sets and role specialisation (e.g. L1/L2/L3, domains, products)

  • Layered team structures (pods, follow-the-sun, shared services, escalations)

  • Customer-facing SLAs, especially at enterprise scale

If you’re unsure whether you fit, feel free to reach out anyway.

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How to participate

If you’re interested:

1. Please sign up for the research interview here.

2. We’ll review responses to make sure we get a good mix of use cases and organisational profiles.

3. If there’s a match, we’ll send you a calendar invite for a 60 minute video call with our product and design team.

As an appreciation for your time, all interview participants will receive a $100 USD gift voucher.

If you have any questions before signing up, feel free to comment below or send me a direct message here on Community.

Thank you in advance for helping us shape the future of Workforce Optimisation in Jira Service Management!

Anshumaan Bhartiya

PM, JSM

[__ Jimi Wikman]

Is this connected to the Capacity Planning the Jira Team is doing, or is it a new initiative?

Is this only related to teams in JSM, or are you connecting to Strategy and other apps so this data is aggregated and not siloed?

Are you looking for how to do this in just a single line or across first, second, and third line support? It sounds like you want to go from team level up to department level planning, but is it even further to organization planning? 

Is it just for operational work, or is it for cross-department investment projects as well?

I have many questions, but I have also posted my thoughts here:
https://jimiwikman.se/content/writings/my-articles/atlassian/capacity-planning-and-capacity-reporting-in-the-atlassian-platform-r260/

and my video on the approach from the Jira team here:
https://jimiwikman.se/content/videos/my-videos/atlassian-videos-by-jimi-wikman/910_app-collections/atlassian_teamwork-collection/jira-playlist/my-brutally-honest-opinion-of-the-individual-capacity-planning-announced-for-jira-r98/?&do=getNewComment&d=49&id=98

If you feel you want to discuss this with me, feel free to reach out.