---
Title: "What Is Shift Left in IT and Customer Support?"
Url: "https://computer.io/glossary/shift-left"
Topic: "Support operations"
Description: "Shift left means moving issue resolution closer to the customer: from specialists to tier 1, self-service or AI. Definition, examples and benefits."
---

# What is shift left in support?

Shift left in support means moving issue resolution earlier, from specialist tiers to frontline agents, self-service or AI agents, so problems are solved faster and at lower cost. In software development, shift left means testing and security earlier in the lifecycle.

## Levels

| Level | Who resolves |
| --- | --- |
| Shift left 0 | Self-service and AI |
| Tier 1 | Frontline agents |
| Tier 2 | Specialists |
| Tier 3 | Engineering |

## Example

Password resets move from tier 1 to self-service; a common configuration fix moves from tier 2 to tier 1 with a new article.

## Enablers

Knowledge capture, automation, AI agents with safe permissions and good analytics on repeat issues.

## FAQ

### What does shift left mean in ITSM?

Resolving issues at the lowest-cost level that can solve them.

### Does shift left reduce costs?

Yes, since earlier tiers and self-service cost less per ticket.

### How does AI help shift left?

AI agents can resolve routine issues instantly.

## Related terms

- [Tiered support](https://computer.io/glossary/tiered-support)
- [Knowledge-centered service (KCS)](https://computer.io/glossary/knowledge-centered-service)
- [Ticket deflection](https://computer.io/glossary/ticket-deflection)

## How Computer helps

- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)
- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [It service desk](https://devrev.ai/blog/it-service-desk)