Shift-Left Assessment
Shift-Left is a way to bring the knowledge of the IT organization, service desk and IT support closer to the users. The basic idea of Shift Left is quite simple: the IT organization makes its knowledge available to less experienced colleagues on the support/service desk to help them answer more difficult customer questions and once the service desk/IT support has a good knowledge sharing routine in place, they can easily move their knowledge even further to the left towards the customer. Offering customers and users access to documented solutions and helping them solve simple problems on their own is both cost-effective and adds value to the business.
- Increase the value of your Service Desk:
With improved Knowledge Management, the support team will feel more confident and their self-confidence will increase through their expanded and more accessible knowledge. The customer will receive more consistent and faster answers to their questions. By increasing the speed of response and resolution times, the customer experience will be significantly improved, and they will continue to contact your service desk, reducing the "black hole" and improving statistics.
- Reduce training costs:
Equip your Service Desk with the necessary knowledge and skills to handle more complex tasks, reducing the need for costly and time-consuming training programs.
- "Lift" your end users: Users/Customers love to solve their own "problems". With Shift Left, they can identify and even solve simple problems with the knowledge provided. A successful implementation of self-service tasks will keep users doing it over time, and in more areas.
- Reduce the burden on your Service Desk:
By having knowledge at your fingertips, the first contact can resolve issues faster and fewer calls are escalated. This increases efficiency and reduces the cost per case, and gives the entire Service Desk more time to work on technically challenging tasks.
This is what our assessment model looks like:
Step 1 - Assessment of the current state
- Our consultant will work closely with your staff to gain an understanding of your organization, and your ability to extract maximum value from Shift Left initiatives.
- We will review your existing processes, systems and tools to identify Shift Left opportunities - with a focus on Knowledge Management, Self-Service Portal, and Automation opportunities.
- Our consultant will interview and study relevant stakeholders to find any pain-points, opportunities and goals with high value for your organization.
Step 2 - Strategy development
- Armed with the insights gathered during Step 1, our consultant will work with you to develop a strategy that addresses your unique challenges.
- We will identify key initiatives, processes, and the best opportunities for you to maximize the value of Shift Left.
- At the end of the engagement, Synerity will deliver a report containing an overall strategy, recommendations for improvements, and an overall implementation and timeline.
- If you want more help from Synerity on the implementation of the measures, we are of course here to help you on your journey.
We are happy to talk more about how we can help you!