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Shift left involves shifting ticket resolution from more costly resources to the first line of support and to end users, freeing up resources, reducing costs, and...
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This storyboard will help you build a strategy to shift service support left to optimize your service desk operations and increase end-user satisfaction.
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Use this template to document the strategy to shift service support left.
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Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.
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Use this lightweight tool to assess your current service desk maturity to decide whether to proceed with the shift-left project.
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This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
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Use this template to document the process through which users will interact with the self-service portal to resolve their issue.
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Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.
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Use this template to document service desk process workflows for knowledge creation, usage, and review.
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Use this template to build the business case and get everyone on board with the shift-left optimization initiative.
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