From the course: Putting ITIL® into Practice: Incident Management

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Where and when to use incident shift-left

Where and when to use incident shift-left

From the course: Putting ITIL® into Practice: Incident Management

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Where and when to use incident shift-left

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- [Narrator] Password resets, access requests, software installs, these don't need a human touch. Automate them. Provide self-service options and you shift resolution closer to the user cutting delays and preventing unnecessary incidents from reaching the service desk. Chatbots and virtual assistance are a shift-left powerhouse. They handle routine inquiries instantly, deflecting low level tickets, and allowing IT staff to focus on complex issues that require human expertise. Make sure you provide a path forward if they did not provide a satisfactory solution for the user and make sure they are integrated into one omnichannel experience for both the service desk analysts and the users. If your service desk is overwhelmed, reducing incidents is the best way to regain control. Identify and eliminate preventable issues. Automate fixes and empower users through self-service. Fewer tickets means faster resolutions and better user experiences. Some issues don't need IT. Password resets…

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