Shift Left: Using AI to move Support and Service from Reactive to Proactive

Too often, school technology support teams only respond after something breaks, leading to longer resolution times, frustrated users and higher costs. This session introduces the Shift Left strategy, which uses artificial intelligence to move support and service from reactive to proactive. You will explore how identifying and resolving issues earlier helps teams anticipate problems before they affect users, streamline operations and allocate resources more effectively. The session contrasts a reactive environment, marked by unclear roles, inconsistent processes, decentralized resource allocation, heavily customized portfolios and limited expertise, with a proactive one built on clearly defined roles, standardized ways of working, centralized resource alignment, a tiered portfolio of repeatable solutions and an expanded set of skills. You will leave with a clearer picture of how AI and technology can help your team anticipate disruptions to the production environment and focus on delivering value, improving user satisfaction, efficiency and cost savings along the way.