A shift-left strategy involves shifting resolution of service desk tickets down from more costly resources to the first line of support and to end users themselves through self-service options. Shift left is a big project that need a holistic strategy and continual effort to sustain the changes.

Follow our three-phase methodology to build a shift-left plan:

  1. Prepare to shift left
  2. Design your shift-left model
  3. Implement and communicate the changes

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Optimize the Service Desk With a Shift-Left Strategy

The best type of service desk ticket is the one that doesn’t exist.

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