Optimize the Service Desk With a Shift-Left Strategy
The best type of service desk ticket is the one that doesn’t exist.
Onsite Workshop
Without a shift-left strategy, you risk:
- Always being in reactive mode.
- High ticket volume with many escalations.
- Tier 2 and 3 specialists are tied up with tickets.
- Wasted manual effort on repeated tasks that could be automated.
- Frustrated end users who would rather solve their own issues than wait for help.
Implementing a shift-left strategy can lead to:
- Reduced support costs.
- Increased end-user satisfaction.
- Reduced ticket volume.
- More time for the service desk to be proactive.
Module 1: Prepare to Shift Left
The Purpose
- Define how shift left would apply in your organization, get buy-in for the initiative, and define metrics to measure success.
Key Benefits Achieved
- Defined scope and objectives for the shift-left initiative
- Buy-in for the program
- Metrics to keep the project on track and evaluate success
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Review current service desk structure |
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| 1.2 | Discuss challenges |
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| 1.3 | Review shift-left model and discuss how it would apply in your organization |
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| 1.4 | Complete the Shift-Left Prerequisites Assessment |
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| 1.5 | Complete a RACI chart for the project |
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| 1.6 | Define and document objectives |
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| 1.7 | Review the stakeholder buy-in presentation |
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| 1.8 | Document critical success factors |
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| 1.9 | Define KPIs and metrics |
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Module 2: Plan to Shift to Level 1
The Purpose
- Build strategy and identify specific opportunities to shift service support left to Level 1 through knowledge sharing and other methods.
Key Benefits Achieved
- Identified initiatives to shift work to Level 1
- Documented knowledge management process workflows and strategy
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Identify barriers to Level 1 resolution |
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| 2.2 | Discuss knowledgebase challenges and areas for improvement |
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| 2.3 | Optimize KB input process |
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| 2.4 | Optimize KB usage process |
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| 2.5 | Optimize KB review process |
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| 2.6 | Discuss and document KCS strategy and roles |
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| 2.7 | Document knowledge success metrics |
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| 2.8 | Brainstorm additional methods of increasing FLR |
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Module 3: Plan to Shift to End User and Automation
The Purpose
- Build strategy and identify specific opportunities to shift service support left to the end user through self-service and to automation and AI.
Key Benefits Achieved
- Identified initiatives to shift work to self-service and automation
- Evaluation of self-service portal and identified opportunities for improvement
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Review existing self-service portal and discuss vision |
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| 3.2 | Identify opportunities to improve portal accessibility, UI, and features |
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| 3.3 | Evaluate the user-facing knowledgebase |
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| 3.4 | Optimize the ticket intake form |
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| 3.5 | Document plan to improve, communicate, and evaluate portal |
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| 3.6 | Map the user experience with a workflow |
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| 3.7 | Document your AI strategy |
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| 3.8 | Identify candidates for automation |
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Module 4: Build Implementation and Communication Plan
The Purpose
- Build an action plan to implement shift left, including a communications strategy.
Key Benefits Achieved
- Action plan to track and implement shift-left opportunities
- Communications plan to increase adoption
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Examine process workflows for shift-left opportunities |
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| 4.2 | Document shift-left-specific responsibilities for each role |
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| 4.3 | Identify and track shift-left opportunities in the action plan |
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| 4.4 | Brainstorm objections and responses |
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| 4.5 | Document communications plan |
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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
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