Shifting left is not new. R&D teams have shifted left to catch bugs earlier in the development cycle when they are less expensive and time consuming to fix. Service desk teams are doing the same to manage increasing ticket volumes, higher user expectations, and tighter budgets. For the service desk, shifting left means solving problems at the lowest level possible, since escalating to higher levels of expertise increases expenses and resolution time. With the shift to hybrid work, shifting left in the service desk becomes even more important, as IT deals with higher volumes of issues and more complexity.

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