Gespeichert von admin am 9 Dez, 11:16
The Shift to the left strategy is about delivering great customer support in a cost effective way. The shift-left approach focuses on moving issue resolution to the lowest cost level in the service and support organization. This is done when your customers can find answers by themselves through using the knowledge base and the self-service portal. Therefore it is important to choose an ITSM tool that has a self-service solution that combines knowledge base, community and customer portal all in one. With that you have the tool that enables your customers to find and discover information without contacting a support agent.