Optimize the Service Desk With a Shift-Left Strategy – Phase 2: Design Shift Left Model

Author(s): Natalie Sansone

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Use this phase to:

  • Shift resolution to Level 1
  • Shift resolution to end user
  • Shift resolution to automation

Tags

service desk, service desk optimization, shift left, service desk shift left, self-service, self-service portal, knowledgebase, knowledge management, knowledge centered service, knowledge centered support, KCS, service desk automation, shift left metrics, shift left responsibilities, self-service workflow, self-service checklist
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