The Art of Shifting Left: Your Guide to Modernizing the IT Service Desk
Summary
Some of the biggest trending concerns include adequate IT support, secure remote access, technology consistency, visibility into IT assets, and internet connectivity, according to a recent IDC white paper about creating intelligent digital workplaces. And it starts with a shift-left approach that streamlines service desk operations, reduces MTTR, proactively addresses issues, lowers ticket volume, and enables predictive and preventative measures to keep everything running smoothly. By applying intelligent analysis to a rich repository of data, DEM can then provide IT with a clearer view of the overall health of end-user experience across the digital environment, as well as possible issues that threaten productivity Knowing the needs of end users is one thing. Instead, this extra layer of predictive and preventative support works alongside all other service desk levels to reduce overall incidents, lower ticket volumes, and provide end users with a seamless digital experience. For example, LexisNexis — a legal, regulatory, and business information provider that’s part of the RELX company — found that after using Lakeside’s Digital Experience Cloud for a year to drive its shift-left approach, about 5% of its logged incidents are now filed proactively and the current goal is to reach 20% by the end of 2021.
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