Make sure you have a universal search bar that can recommend resources that are relevant to the user, and think about providing a chatbot-but only if you have the right knowledge in place for it to be effective at Level 0 support.
But how can you get the best out of your self-service portal?Īn effective self-service portal should allow end users to easily find what they need. These, and other components of self-service, will be beneficial to your IT service desk because they can help automate recurring low-value requests, relieving your Level 1 support agents for higher value tasks. Service request catalogs and access to a knowledge base that is built for self-help are some options that your organization can implement when executing a shift-left approach. Using a shift-left strategy that focuses on delivering the right experience to the end user so he/she can resolve issues on their own increases end-user satisfaction and accelerates issue resolution. Being able to access information whenever they need it, and taking care of tasks from any device has become a crucial part of the employee work cycle. By reducing the number of repeatable IT service desk requests and shifting from Level 1 to Level 0, your organization will be able to better allocate its IT resources.įurthermore, avoiding time-consuming ticket escalations with better first contact ticket resolution increases customer satisfaction, which is a key way for IT to demonstrate value-IT must become relevant! Shift Left Increases End-User SatisfactionĮmployees are expecting customer-like experiences when getting support in the workplace as they do in their personal lives. The shift-left approach is about moving recurring low-value requests, usually coming from Level 1 support, into lower-cost delivery channels, such as automated self-help tools. Industry average ticket cost data for 2017 from MetricNet shows that Level 1 support costs can reach up to $22 for each call, followed by $104 for Level 2 IT support calls.Īs stated in Metric of the Month: First Level Resolution Rate, “first Level resolution is a cost metric that strongly influences total cost of ownership for end-user support.” This means that by transferring unresolved Level 1 IT requests to Level 2-and Level 3-the overall cost of ticket resolution increases. When these issues cannot be solved at Level 1 support, they are sent to Level 2 or Level 3.
#SHIFT LEFT PASSWORD#
Most Level 1 support requests include troubleshooting issues such as password resets, device problems, or printer configurations. In this article, I’ll focus on why it’s critical for support organizations to start implementing shift left and how you can get started. It’s an initiative all IT organizations push for so they can better manage the high volume of tickets and calls received to the service desk without having to add resources.
In the service management world, a shift-left approach involves moving incidents and requests to the lowest support tier possible.
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