Example of creating an incident shift-left response

- [Instructor] Now that you've seen the steps to incident shift-left, let's explore a real-world example to reinforce what you've learned. The service desk at Nexa Collab is struggling to support the collaboration service. Too many users call or email the service desk for simple issues that shouldn't have occurred, or the users should be able to handle themselves with a better experience. It's driving up costs and driving down productivity. Worse, the service desk isn't present on the modern channels users prefer, like chat. To fix it, the IT team runs an incident shift-left working session. Alex steps in as a facilitator. He gathers Priya, the senior collaboration engineer, Jordan, the service desk lead, and Samantha, the digital experience manager. They'll use ITSM reports, chatbot analytics, and user surveys to understand the problem. The goal: reduce expensive assisted contacts and meet users where they are. Priya reviews ticket data. Most issues start with email or phone, which…