{"id":11347,"date":"2020-08-11T14:02:38","date_gmt":"2020-08-11T14:02:38","guid":{"rendered":"https:\/\/aespanishprd.wpengine.com\/?p=11347"},"modified":"2020-08-12T12:53:28","modified_gmt":"2020-08-12T12:53:28","slug":"why-has-shift-left-failed-in-itsm-and-how-can-it-be-reversed","status":"publish","type":"post","link":"https:\/\/automationedge.com\/es\/blogs\/why-has-shift-left-failed-in-itsm-and-how-can-it-be-reversed\/","title":{"rendered":"Why Has \u201cShift Left\u201d Failed In ITSM And How Can It Be Reversed?"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:-40px;margin-bottom:-40px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-sharing-box fusion-sharing-box-1 boxed-icons\" style=\"background-color:#f6f6f6;margin-top:60px;\" data-title=\"Why Has \u201cShift Left\u201d Failed In ITSM And How Can It Be Reversed?\" data-description=\"Is it true saying that \u201cShift left\u201d approach has been failed in ITSM and it can be reversed? For more detailed information read now!\" data-link=\"https:\/\/aespanishprd.wpengine.com\/why-has-shift-left-failed-in-itsm-and-how-can-it-be-reversed\/\"><h4 class=\"tagline\" style=\"color:#333333;\">Share This Story, Choose Your Platform!<\/h4><div class=\"fusion-social-networks sharingbox-shortcode-icon-wrapper sharingbox-shortcode-icon-wrapper-1 boxed-icons\"><span><a href=\"https:\/\/www.facebook.com\/sharer.php?u=https%3A%2F%2Faespanishprd.wpengine.com%2Fwhy-has-shift-left-failed-in-itsm-and-how-can-it-be-reversed%2F&amp;t=Why%20Has%20%E2%80%9CShift%20Left%E2%80%9D%20Failed%20In%20ITSM%20And%20How%20Can%20It%20Be%20Reversed%3F\" target=\"_blank\" title=\"Facebook\" aria-label=\"Facebook\" data-placement=\"top\" data-toggle=\"tooltip\" data-title=\"Facebook\"><i class=\"fusion-social-network-icon fusion-tooltip fusion-facebook fusion-icon-facebook\" style=\"color:#ffffff;background-color:#3b5998;border-color:#3b5998;border-radius:4px;\" aria-hidden=\"true\"><\/i><\/a><\/span><span><a href=\"https:\/\/twitter.com\/share?text=Why%20Has%20%E2%80%9CShift%20Left%E2%80%9D%20Failed%20In%20ITSM%20And%20How%20Can%20It%20Be%20Reversed%3F&amp;url=https%3A%2F%2Faespanishprd.wpengine.com%2Fwhy-has-shift-left-failed-in-itsm-and-how-can-it-be-reversed%2F\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Twitter\" aria-label=\"Twitter\" data-placement=\"top\" data-toggle=\"tooltip\" data-title=\"Twitter\"><i class=\"fusion-social-network-icon fusion-tooltip fusion-twitter fusion-icon-twitter\" style=\"color:#ffffff;background-color:#55acee;border-color:#55acee;border-radius:4px;\" aria-hidden=\"true\"><\/i><\/a><\/span><span><a href=\"https:\/\/www.linkedin.com\/shareArticle?mini=true&amp;url=https%3A%2F%2Faespanishprd.wpengine.com%2Fwhy-has-shift-left-failed-in-itsm-and-how-can-it-be-reversed%2F&amp;title=Why%20Has%20%E2%80%9CShift%20Left%E2%80%9D%20Failed%20In%20ITSM%20And%20How%20Can%20It%20Be%20Reversed%3F&amp;summary=Is%20it%20true%20saying%20that%20%E2%80%9CShift%20left%E2%80%9D%20approach%20has%20been%20failed%20in%20ITSM%20and%20it%20can%20be%20reversed%3F%20For%20more%20detailed%20information%20read%20now%21\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"LinkedIn\" aria-label=\"LinkedIn\" data-placement=\"top\" data-toggle=\"tooltip\" data-title=\"LinkedIn\"><i class=\"fusion-social-network-icon fusion-tooltip fusion-linkedin fusion-icon-linkedin\" style=\"color:#ffffff;background-color:#0077b5;border-color:#0077b5;border-radius:4px;\" aria-hidden=\"true\"><\/i><\/a><\/span><\/div><\/div><style type=\"text\/css\">.fusion-sharing-box-1 h4{margin-bottom:0 !important;}.fusion-sharing-box-1{flex-direction:row !important;}@media only screen and (max-width:1024px){.fusion-sharing-box-1 h4{margin-right:0.5em !important;margin-bottom:0 !important;}.sharingbox-shortcode-icon-wrapper-1{width:auto !important;justify-content:flex-end !important;}.fusion-sharing-box-1{align-items:center !important;} }@media only screen and (max-width:640px){.fusion-sharing-box-1{flex-direction:row !important;align-items:center !important;}.fusion-sharing-box-1 h4{margin-right:0.5em !important;margin-bottom:0 !important;}.sharingbox-shortcode-icon-wrapper-1{width:auto !important;justify-content:space-between !important;} }<\/style><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:10px;margin-bottom:10px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-1\" style=\"transform:translate3d(0,0,0);\"><p><span class=\"blogbody\">The common expectations of the customers who have invested in <strong>IT Service Management systems<\/strong> are to resolve the tickets as quickly as possible and with reduced cost. What is Shift Left approach in <strong>ITSM?<\/strong> This approach involves the resolution of tickets by frontline less expensive support technicians and also the support activities are simplified. <\/span><\/p>\n<p><span class=\"blogbody\">To log the ticket, a <strong>self-service portal<\/strong> was introduced. Instead of sending emails or calling support desk to log a ticket, employees started using the self-service portal to get the issues resolved. This web-based self-service portal helps in support with its knowledge management system. The employee with this approach can resolve their issues quickly by searching the solution in the knowledge base without waiting for the service desk person. <\/span><\/p>\n<p><span class=\"blogbody\">Enterprises spend time and money to develop a user-friendly self-service portal. But these portals continue to fall short of expectations. Employees want an immediate solution to their issues. If it fails to provide the solution then the employees will start directly logging a ticket in that case which gets assigned to support agent.<\/span><\/p>\n<p><span class=\"blogbody\">Many times the employees are using this self-service portal to directly log a ticket as they feel it\u2019s not giving the resolution to their issues. They feel like they are wasting their time by putting a lot of effort in searching for the solution.<\/span><\/p>\n<p><span class=\"blogbody\" style=\"font-size: 24px;\"><strong>How AI can help in ITSM?<\/strong><\/span><\/p>\n<p><img decoding=\"async\" class=\" wp-image-11349 aligncenter\" src=\"https:\/\/aespanishprd.wpengine.com\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1.jpg\" alt=\"Artificial Intelligence in IT Service Management system\" width=\"637\" height=\"430\" srcset=\"https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1-200x135.jpg 200w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1-300x203.jpg 300w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1-400x270.jpg 400w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1-600x405.jpg 600w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1-768x518.jpg 768w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/AI-Powered-IT-ServiceBlog-Image1.jpg 800w\" sizes=\"(max-width: 637px) 100vw, 637px\" \/><\/p>\n<p><span class=\"blogbody\"><span style=\"color: #2baae1;\"><a style=\"color: #2baae1;\" href=\"https:\/\/www.gartner.com\/smarterwithgartner\/gartner-predicts-the-future-of-ai-technologies\/\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner says<\/a><\/span>, by 2023, 40% of infrastructure and operations (I&amp;O) teams will be using AI-augmented automation, resulting in higher productivity with greater agility and scalability.<br \/>\nEmployees are looking for the resolution. And they want it without effort. They just want someone else to do research and provide the solution so that they can do their job.<\/span><\/p>\n<p><span class=\"blogbody\">Here comes <span style=\"color: #2baae1;\"><strong><a style=\"color: #2baae1;\" href=\"https:\/\/aespanishprd.wpengine.com\/enterprise-chatbot\/\" target=\"_blank\" rel=\"noopener noreferrer\">Chatbot<\/a><\/strong><\/span> to the rescue. Instead of a support agent, chatbot read the support queries and understands the natural language query with the help of <strong>AI, NLU and Machine Learning<\/strong>. <\/span><\/p>\n<p><span class=\"blogbody\">Chatbot has started providing the answers based on the knowledge base in the organization. Most of the chatbots are accessible via collaboration tools like Slack, MS Teams, Skype and act as a search front-end to knowledge-based articles. These tools work as a front-end to enable search and provide the results to the employees to analyze the issue further. This experience is similar to a self-service portal as far as employees are concerned. <\/span><\/p>\n<p><strong><span class=\"blogbody\"><b>[Also Read:\u00a0<span style=\"color: #2baae1;\"><a style=\"color: #2baae1;\" href=\"https:\/\/aespanishprd.wpengine.com\/what-is-the-difference-between-chatbot-and-virtual-assistant\/\" target=\"_blank\" rel=\"noopener noreferrer\">Chatbot And Virtual Assistant, Are They Different?<\/a><\/span>]<\/b><\/span><\/strong><\/p>\n<p><span class=\"blogbody\" style=\"font-size: 24px;\"><strong>Evolution of AI in ITSM to Virtual Support Agents<\/strong><\/span><\/p>\n<p><img decoding=\"async\" class=\" wp-image-11350 aligncenter\" src=\"https:\/\/aespanishprd.wpengine.com\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents.jpg\" alt=\"Virtual Support Agents for IT support \" width=\"659\" height=\"445\" srcset=\"https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents-200x135.jpg 200w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents-300x203.jpg 300w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents-400x270.jpg 400w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents-600x405.jpg 600w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents-768x518.jpg 768w, https:\/\/automationedge.com\/es\/wp-content\/uploads\/2020\/08\/Evolution-of-AI-in-ITSM-to-Virtual-Support-Agents.jpg 800w\" sizes=\"(max-width: 659px) 100vw, 659px\" \/><\/p>\n<p><span class=\"blogbody\">Often the terms \u201cChatbot\u201d and \u201cVirtual Support Agents (VSAs)\u201d are used interchangeably. But are these two technologies the same?<\/span><br \/>\n<span class=\"blogbody\">The truth is, the underlying concept may be the same but they have different functions. Unlike Chatbot, a virtual support agent does not only provide the answer by searching the knowledge base but performs the tasks for the user like <span style=\"color: #2baae1;\"><a style=\"color: #2baae1;\" href=\"https:\/\/aespanishprd.wpengine.com\/it-automation\/#ServiceDeskAutomation\" target=\"_blank\" rel=\"noopener noreferrer\">password reset<\/a><\/span>, adding a user to DL, installing software and so on.<\/span><br \/>\n<span class=\"blogbody\">Virtual support agents automate the tasks without human intervention; this provides a quick resolution to the employee. Thanks to Natural Language Processing (NLP), VSAs can find context to human queries, even vague ones to determine intent and meaning. This improves the user experience as well as reduces operating costs.<\/span><\/p>\n<p><span class=\"blogbody\" style=\"font-size: 24px;\"><strong>Conclusion<\/strong><\/span><\/p>\n<p><span class=\"blogbody\">Organizations have started adopting virtual support agent to increase user experience and minimize operating costs. <\/span><br \/>\n<span class=\"blogbody\">AutomationEdge Virtual Support Agent understands the language of IT, delivers on customer expectations, increases call deflection rates. We help in Shift Left in ITSM with AI-based advance technology and 400+ ready adaptors\/actions for IT.<\/span><br \/>\n<span class=\"blogbody\">If you want to know more, click here to arrange a <strong><span style=\"color: #2baae1;\"><a style=\"color: #2baae1;\" href=\"https:\/\/aespanishprd.wpengine.com\/it-robotic-process-automation-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">demo<\/a><\/span><\/strong> for you.<\/span><\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":49,"featured_media":11352,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21,50,8],"tags":[51,174,173],"class_list":["post-11347","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-enterprise","category-it-automation","category-rpa","tag-it-automation","tag-service-management","tag-shift-left"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Has \u201cShift Left\u201d Failed In ITSM And How Can It Be Reversed?<\/title>\n<meta name=\"description\" content=\"Is it true saying that \u201cShift left\u201d approach has been failed in ITSM and it can be reversed? 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