Service Desk

Shift-Left Prerequisites Assessment

Use this lightweight tool to assess your current service desk maturity to decide whether to proceed with the shift-left project.

Shift-Left Strategy

Use this template to document the strategy to shift service support left.

Shift-Left Stakeholder Buy-In Presentation

Use this template to build the business case and get everyone on board with the shift-left optimization initiative.

Optimize the Service Desk With a Shift-Left Strategy – Phase 2: Design Shift Left Model

This is phase 2 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Shift-Left Action Plan

Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.

Knowledge Management Workflows

Use this template to document service desk process workflows for knowledge creation, usage, and review.

Self-Service Portal Checklist

Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.

Self-Service Resolution Workflow

Use this template to document the process through which users will interact with the self-service portal to resolve their issue.

Optimize the Service Desk With a Shift-Left Strategy – Phase 3: Implement & Communicate

This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Incident Management Workflow

Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.

Shift-Left Prerequisites Assessment Use this lightweight tool to assess your current service desk maturity to decide whether to proceed with the shift-left project.
Shift-Left Strategy Use this template to document the strategy to shift service support left.
Shift-Left Stakeholder Buy-In Presentation Use this template to build the business case and get everyone on board with the shift-left optimization initiative.
Optimize the Service Desk With a Shift-Left Strategy – Phase 2: Design Shift Left Model This is phase 2 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
Shift-Left Action Plan Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.
Knowledge Management Workflows Use this template to document service desk process workflows for knowledge creation, usage, and review.
Self-Service Portal Checklist Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.
Self-Service Resolution Workflow Use this template to document the process through which users will interact with the self-service portal to resolve their issue.
Optimize the Service Desk With a Shift-Left Strategy – Phase 3: Implement & Communicate This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
Incident Management Workflow Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.

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