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What is Shift Left and how does it work?
In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery? It’s not a big secret that your customers want to be more self-sufficient. They want to be able to answer their own questions and solve their own problems, without having to wait for your service desk to respond. That’s exactly what Shift Left helps you do. It’s a smart way to share your knowledge within your organization and with your customers.
Want to learn more on Shift left?
This video covers just the basics – there’s plenty left to say about Shift Left. Here’s a selection of articles you might find interesting:
Blog: What does Shift Left mean for ITSM?
Blog: Practicing what we preach – how we implemented Shift Left
Ebook: Guide to Self-service: 52 pages of best practices and cases, including a Shift Left infographic and tips on how to successfully promote your self-service portal.
Hannah Price
Service Management Consultant and Agile Coach
April 1, 2021
Implementing digital self-service at your service desk
How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.
June 13, 2019
Using Cialdini’s 7 principles on your self service portal
How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.
March 7, 2019
Self-service stress at Dr Seuss’ service desk
After a self-service implementation, it’s never easy getting your customers to use your self-service features. Sometimes it’s even harder than getting people to try green eggs and ham. Welcome to Dr Seuss’ service desk.