This blog series explores the topics discussed in servicely.ai'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:
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:
These means are discussed in subsequent sections.
Next - Part 7: Automation and Orchestration
In late 2020 servicely.ai 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:
This blog series will serialise the topics listed above. The full report is available for download at www.servicely.ai/sotsd. If you would like to discuss any of these topics please get in touch via the website or book a meeting at www.servicely.ai/calendar.