![]() Note: KB in the figure above refers to knowledgebase. In effect, shift-left represents the broad spectrum of IT and SM, ITIL, and DevOps in a microcosm, where there is a need to focus on people, structure, and culture as much as on tools, automation, processes, and practices. The effort required to succeed involves several skills, practices, and disciplines. For example, in a traditional support model many issues can be removed by simply moving the work to the right place. If the service desk is not allowed or unable to resolve the incident, then this time may be increased by hours or days through the escalation process. A service desk team will require the smallest amount of time to fix an incident. This results in a reduction in unnecessary delay, irritation, waste, and extra cost. ![]() As a result, delays, issues, and costs that are often caused by existing operational structure and processes are removed. Shift-left means moving work to the best place for it to be done, often closer to the customer so it is faster, better, and cheaper. value demonstration of the benefits achieved.įigure 1.1 Tiered support in a traditional support model.organizational change management activities to get buy-in and to enable change.changes in structure, roles, processes, practices, and tooling.combining ITIL 4 practices into value streams.decision-making to drive shift left strategy.gathering and building feedback and performance data.journey mapping to review and improve flow.reviewing current practices and identifying issues.The transformation to a shift-left approach requires activities such as: ![]() Usually this involves improving the quality, efficiency, and speed of the delivery of work to improve customer experience. The widely accepted definition is that shift-left involves moving the delivery of work to the most appropriate and optimum place to meet the customer or business needs. In a support context, a shift-left approach might be characterized by providing self-help tools to end-users. In a software development context, a shift-left approach might be characterized by moving testing activities closer to (or integrated with) development activities. An approach to managing work that focuses on moving activities closer to the source of the work, in order to avoid potentially expensive delays or escalations.
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