The 'shift-left' approach aims to move service and support activities closer to the end-user, typically through self-service portals, knowledge bases, and automation. The fundamental prerequisite for this model's success is user enablement. If users are not provided with adequate training or do not possess the necessary digital literacy and skills to effectively use these new tools, they will find the experience frustrating and challenging. This lack of capability is a primary reason for the failure of shift-left initiatives, as it prevents users from successfully resolving their own issues, thereby defeating the purpose of the approach.

B. A shift-left approach, particularly through self-service portals, often increases the creation of formal, auditable records under the provider's control.

C. Privacy concerns are a general aspect of service design and data management, not a challenge specifically inherent to the shift-left delivery model itself.

D. A key driver and benefit of implementing a shift-left approach is to improve scalability by empowering users and automating responses, thus reducing the load on support teams.

1. ITIL® 4: Drive Stakeholder Value. AXELOS. (2020). Section 4.3.3

"Shifting left

" explains that this approach involves moving work to less expensive resources

including the users themselves via self-service. The text states

"For this to be successful

the people to whom the work is being moved must have the knowledge

skills

tools

and authority to complete it." This directly supports that a lack of user skills is a primary reason for challenges.

2. ITIL® 4: Drive Stakeholder Value. AXELOS. (2020). Section 4.2.2

"Onboarding

" emphasizes the importance of ensuring users are ready to use a service. It states that effective onboarding includes "providing users with the necessary knowledge and skills to use the service." A failure in this area would lead to the challenges described in the question.