LOGIN
NEWSLETTER SIGN-UP
JOIN HDI
CONNECT
Shopping Cart
HDI - ITSM Consulting Company

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

Technology is no longer an “add-on” to the way we work; it is the way we work. New systems and applications are being added to the workplace, driving increasing demand on support year over year. Today’s customers and users want to be able to easily find answers to their questions and resolutions for issues they may be experiencing with the technologies they use every day. At the same time, executives want to decrease the costs of supporting technologies. The Shift-Left strategy can address both of these desires, as it moves common issues from Level 1 support to self-help systems and reduces escalations by bringing more work from Level 2 to Level 1.

In order to make Shift-Left effective, user self-help must be very efficient, allowing users to quickly find and resolve issues on their own. New types of self-help technology can help organizations reach these goals, but do require investment.

The question then is: What is the ROI of self-help and Shift-Left?

This trend report explores:

  • 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

 

Sponsored by:

EasyVista 
Bold fields are required
 

Check this option if you do not wish to associate a company to your profile
Request Your Trend Report