Shift Left

Companies use Shift Left to improve IT service delivery by streamlining workflows and empowering end users to handle routine tasks. This approach reduces dependency on specialized IT resources, enabling IT teams to focus on complex or strategic projects.
Examples

1. Self-Service: An e-bike brand’s IT department implements a self-service portal where employees reset their passwords and request software installations. This Shift Left approach reduces service desk tickets and improves resolution times.
2. Frontline Support: A fashion retailer trains its first-level support team to handle basic troubleshooting for network issues. By shifting these tasks from senior IT staff to frontline employees, the retailer resolves issues faster and reduces escalation.
3. Automation at MediServe: A telehealth company’s IT team automates the onboarding process for new hires. Managers provision devices and accounts without needing IT intervention. This Shift Left initiative accelerates the onboarding process and boosts productivity.

• Faster resolution of routine issues through self-service and automation.
• Reduced workload for specialized IT teams, freeing them for strategic tasks.
• Higher user satisfaction by enabling faster fixes.
• Lower operational costs through streamlined workflows and resource allocation.
• Higher productivity by minimizing downtime and wait times for IT support.

To assess the effectiveness of Shift Left, track the following metrics:

• Service Desk Ticket Volume: Look for reductions in low-complexity tickets handled by IT.
• First-Level Resolution Rate: Measure the percentage of incidents resolved by frontline support or end users.
• Time to Resolution: Track improvements in resolution times for routine tasks.
• User Satisfaction: Gather feedback on self-service tools and support processes.
• Cost Savings: Calculate savings from reduced IT workload and automation.

To implement Shift Left successfully, follow these steps:

1. Identify Routine Tasks: Pinpoint repetitive, low-complexity tasks that can shift to end users or frontline staff.
2. Build Self-Service Portals: Create user-friendly tools to handle tasks like password resets and troubleshooting.
3. Train Frontline Staff: Equip first-level support teams with the skills and resources to resolve common issues.
4. Automate Workflows: Use automation tools to streamline processes such as provisioning or updates.
5. Monitor and Adjust: Continuously track metrics to refine the Shift Left strategy and expand its scope.