BLOG State of the Service Desk 6: Shift Left

Ben O'Loghlin

This blog series explores the topics discussed in's State of the Service Desk report. More details at the bottom of this blog article.

A major topic that was discussed in almost all the interviews was “Shift Left”.

In essence, shift left is a service desk strategy for liberating knowledge, tools and automation from Level 3 and Level 2, and making them available to Level 1 agents and ultimately to the customer.

Image Source: Service Desk Institute

This has the following effects:

  • Lower time to resolve service requests and incidents, which leads to improved customer satisfaction
  • Reduction in load on the service desk
  • Reduction in cost
  • Liberation of highly skilled resources to do project work

Shift Left was seen as an imperative response to the pressures of increased demand on the service desk without proportionally more resources. It is being addressed by three means:

  • Automation and Orchestration
  • Knowledge Management
  • People Management

These means are discussed in subsequent sections.

Next – Part 7: Automation and Orchestration

In late conducted 23 research interviews with service desk executives, managers and practitioners, to explore the State of the Service Desk in the post-COVID19
world.The interview results were synthesised into a report that covers the following topics:

  1. Executive Summary
  2. Introduction
  3. Service Desk Metrics
  4. Increase in Demand
  5. Transformation, Consolidation and Integration
  6. Shift Left
  7. Automation and Orchestration
  8. Knowledge Management
  9. People Management
  10. Support Channels
  11. Data Quality
  12. Tools
  13. Conclusion

This blog series will serialise the topics listed above. The full report is available for download at you would like to discuss any of these topics please
get in touch via the website or book a meeting at

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