13. Shift left - the right way
Andrei Spiridon, Service Governance & Reporting Manager - Square EnixTrack 1
Tired of theoretical discussions about 'shift-left'?
This session provides a real-world case study of how we implemented a holistic shift-left strategy, achieving measurable success across our service management ecosystem.
We'll detail our journey of strategically transferring tasks from L3 to the service desk and, crucially, to the users themselves through intelligent automation and self-service.
Learn how continuous analysis and performance metrics fuelled a self-sustaining cycle of improvement, inspiring teams to autonomously embrace shift-left initiatives.
Gain practical insights into how to replicate our success and optimise your service delivery.
I am a Service Management professional with over 15 years of experience. For the past 7 years I've been working in a Video Games company which proves more challenging than you might think for our line of work.
Mon 13:50 - 14:35
service desk, shift left
