Which is an example of using a `shift-left' approach to optimize password resets?

Question

Options

• AAllow users to reset their own passwords using an automated tool
• BTrain service desk agents to categorize password resets as service requests
• CAutomatically assign a high priority to password reset requests to resolve them faster
• DEncourage users to remember or safely record their passwords to reduce the number of password

• A
  87% (40)
• B
  2% (1)
• C
  2% (1)
• D
  9% (4)

Explanation

Shift-left means moving resolution capability toward the user - empowering lower tiers (or users themselves) to solve issues without escalating. Option A is correct because self-service password reset tools let users resolve the issue directly, requiring zero service desk involvement - the furthest "left" you can go.

Why the distractors are wrong:

• B is about categorization, not resolution - it doesn't move the fix any closer to the user.
• C is about prioritization, which speeds up existing workflows but doesn't shift who handles the work.
• D is about prevention, which reduces volume but isn't a shift-left strategy - it doesn't delegate resolution capability to users.

Memory tip: Think of "shift-left" as a spectrum from right (specialist/escalation) to left (user self-service). The correct answer is always whichever option moves resolution furthest left - i.e., closest to the user fixing it themselves.

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