The concept of “shifting left” has gained traction in
software development as a way to increase agility,
reduce cost, and improve product and release quality.
But shifting left has also been hailed as a powerful
method for optimizing IT service management. When
the service desk team shifts left, both end users and
service desk personnel benefit from greater efficiency
and service quality, which leads to happier, more
productive internal customers—and ultimately,
better business outcomes.