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.

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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?

[__ Jimi Wikman]

I am a bit confused now...

This is basically what you have in Operations, but with a different layout and some strange ways to name things? Capacity would be a Work in Progress limit, not really capacity, since the tickets do not have a uniform workload, for example, so why mix labels when they already exist in the platform?

Also, why introduce a new design pattern when we have this already in Operations? 

What are you planning to do with Operations in the future? Are you splitting it so you have one setup for Tickets and one for alerts? Will that not be very confusing for the poor Support Agents?

The settings all seem to assume a uniform workforce, like having one WiP/Capacity for all teams? It also seems a bit strange that I would have switched to a setting page for availability. Would that not be better placed at the top of the Spaces, or in my personal setting, in the right corner? 

Also, these are now all connected to one space, but as an agent, I could be working in several spaces, so it is likely that I will need one location to set my availability? As it looks now, I have to go to each space and toggle my availability every time I want to change my availability status?

Don't get me wrong, I like the idea, but it seems very lightweight and duplicates what many of us are already using, adding more complexity for Agents, especially at scale...