HDI Trend Report:

THE ROI OF SHIFT-LEFT: OPTIMISING SERVICE DESK COSTS WITH SELF-HELP

There Is a Shift Happening…

Implementing a Shift-Left Strategy for your ITSM?

Today’s customers and employees want to easily find answers to their questions and resolutions for issues with the technologies they use every day.1 At the same time, executives want to decrease the costs of supporting technologies. 

A shift-left strategy can address both of these desires, as it moves common issues from Level 1 support to Level 0, and reduces escalations by bringing more work from Level 2 to Level 1.

Download REPORt

The question then is: what is the ROI of shift-left and how can self-help technology be beneficial? This report explores:

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  • The increased demand for services vs. spending and resource constraints

  • The demand for self-help and why it often isn’t met

  • The real costs of not providing self-help

  • Changes to metrics that indicate shift-left success

  • Integrating the right technology

Download this report and start planning for a successful shift-left strategy!