Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

Question

Options

• AShortest item first
• BSwarming
• CShift-left
• DRobotic process automation

• A
  10% (3)
• B
  3% (1)
• C
  79% (23)
• D
  7% (2)

Explanation

Shift-left is correct because it describes the deliberate transfer of knowledge, tools, and capabilities from specialist/second-line teams toward frontline staff (or even self-service users), reducing escalations and resolving incidents faster at the first point of contact.

Why the distractors are wrong:

• A. Shortest item first - a queue-prioritization technique that sequences work by duration; it doesn't redistribute capability between teams.
• B. Swarming - brings multiple specialists together simultaneously on an incident rather than passing it down a tiered chain; it improves collaboration but doesn't shift ownership left.
• D. Robotic process automation (RPA) - automates repetitive tasks with software bots; it improves efficiency but isn't about reassigning human support activities to frontline teams.

Memory tip: Picture a timeline running left (users/frontline) to right (specialists). "Shift-left" literally means sliding support capabilities toward the left side of that line - the earlier and closer to the user the better.

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