In the world of service management, the concept of shift left as a strategy for shifting support services from higher tiers toward lower tiers and from lower-tiers toward prevention and self-service has become increasingly popular. Many support organizations have adopted self-service portals that enable their users to view and consume services and knowledge at the click of a button. But how do we know that our self-service portals are effective, and what are we to make of our ever-growing analytics?