The ROI of Shift-Left:
Optimizing Service Desk Costs
with Self-Help

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.

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

This report explores:

• 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!

^{1 The ROI of Shift-Left: Optimizing Service Desk Costs with Self-Help, HDI, EasyVista, December 2019}