Shift-Left Savings Calculator
Pick the ticket types self-service or first line could handle, and see the yearly saving. A business case for knowledge articles and automation.
- Yearly saving
- Uses your dashboard volumes
- Runs in your browser
Moving 80% of 6,200 yearly password resets from first line (AED 80 a ticket) to self-service (AED 10) saves AED 347,200 a year. Across the four example categories on this page, 8,260 tickets a year move closer to the user, saving AED 767,200. The costs per ticket are illustrative starting points, not benchmarks: replace them with your team's yearly cost divided by tickets handled.
Ticket types to move
Yearly volumes. Load them from the dashboard, or type your own.
| Category | Tickets a year | Handled today at | Move to | Share movable (%) | Remove |
|---|
Cost per ticket at each level
Example costs to start from. Replace them with your own for a board-ready case.
The saving only arrives once the knowledge articles and automations exist. Pair this figure with a plan for the top two categories.
Method & ownership
Saving per category = tickets a year × share movable × (cost per ticket at today's level − cost per ticket at the new level). Only moves to a lower level count. The starting costs are illustrative examples, not benchmarks.
The formulas used here are standard, published methods. The implementation, interface, wording, findings logic and benchmark figures are original work by ITSM Compass. Results are estimates, not professional advice. See the terms of use.
© 2026 ITSM Compass. All rights reserved.
Questions
What is shift-left in IT service management?
Shift-left means resolving work at a lower, cheaper level: second-line fixes handled by the service desk with a good knowledge article, and simple requests handled by users themselves through self-service or automation.
Where do the cost per ticket figures come from?
The page starts with example figures only. For a business case, work out your own: the yearly cost of each team (people, tools, supplier fees) divided by the tickets it handles. Finance can usually help with the team costs.
How much of a category can realistically move?
Look at the resolution notes. If most tickets were fixed with the same few steps, a large share can move. If each one needs investigation, only a small share can. Start cautious, and revisit after the first knowledge articles go live.
Want the shift-left plan, not just the number?
An ITSM health check picks the categories to move first and the knowledge and automation that make it happen.