The Shift Left Principle

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Shift Left is a principle that focuses on sharing knowledge within the organization. The aim is to continually shift support from the costly constructs of traditional onsite and labour-intensive support to a more intelligent model driving incident resolution closer to the source—the user. Employing the right-to-left strategy helps reduce per-user costs while improving productivity, resulting in a better user experience and a more efficient support model where problem avoidance can be realized over time.

By moving the resolution of support requests from the most costly, labour-intensive approach on the right (for example, on-site resolution) to a more cost-effective automated and preventative model on the left (user enabled, virtualized, automated problem resolution with the ultimate goal of problem avoidance), it is possible to achieve the desired cost reductions while improving the user experience.