Join our Early Access Program: Workforce Optimisation for Jira Service Management

[#1]

Hi everyone!

We’re excited to invite you to a closed Early Access Program (EAP) for Workforce Optimisation in Jira Service Management.

In this EAP, we’re testing foundational Workforce Optimisation capabilities designed for real-world service management. We're exploring how JSM can better support service teams with scheduling, capacity planning, and team availability to help them plan and run more effectively.

➡️  Sign up Now!!

What is Workforce Optimisation in JSM?

Workforce Optimisation helps service teams plan, manage, and improve how work gets done. It brings together scheduling across time zones, capacity planning, availability tracking, skills management, and work assignment.

Our goal is to bring these capabilities together so teams can:

• See who is available and for what types of work

• Balance workloads across locations and time zones

• Prepare for demand spikes with forecasting

• Align staffing and skills with the SLAs they’ve committed to

Who are we looking for?

We’re particularly interested in working with organisations that:

• Use Jira Service Management Cloud for ITSM
• Operate across multiple locations and time zones
• Run layered team structures (pods, follow-the-sun, shared services, escalations)
  Support customer-facing SLAs, especially at enterprise scale
• Not sure if you’re the right fit? We still encourage you to submit your details — we review every sign-up.

➡️  Sign up Now!!

Thank you for helping us shape Workforce Optimisation in Jira Service Management.
We’re excited to partner with you to define how smarter scheduling, capacity, and assignment should work for modern service teams.

Anshumaan Bhartiya
PM, Jira Service Management

[Dave Mathijs]

Please let this be a Premium feature, not an Enterprise-only feature. 🙏🏻

[Muhammad Fahad]

Great @Anshumaan Bhartiya . Looking forward to testing this.

[Matthew Challenger]

It's an okay start, but I still can't see how cities & time zones will be factored in.

In the video example, if the "VPN Team" actually has workers in multiple cities & time zones, does automatic routing take that into account or does it assign based on round-robin or balanced workload or some other approach?

If it does take region & time zone into account for assignment, how does it determine the region of the request and the region of the agent?

Is there a means to set backups if agents from a certain region are on vacation or unavailable?