Shift-Left Strategy

Author(s): Natalie Sansone

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This template will help you build and document your service desk shift-left strategy, including:

  • Objectives for the program
  • Specific responsibilities for each role
  • KPIs and metrics
  • Strategy to shift support to Level 1, to the end user, and to automation
  • Communication and objection handling

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, shift left strategy, shift left goals
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