Are you still using the same old metrics, key performance indicators, and reactive processes to manage new and modern technologies? It’s time to broaden the scope of your metrics towards XLAs, here David D’Agostino looks at why and how to move past traditional SLAs.
David is Nexthink's ITSM Practice Lead and is an IT Industry veteran with over 40 years experience. Before Nexthink, David was EMEA ITSM Solution Consulting Practice Lead at ServiceNow, and also worked in a variety of roles with customers, partners and MSPs since 2009. Prior to ServiceNow, he was in the Product Marketing Team for HP's Service Manager, following the acquisition of Peregrine Systems, working in pre-sales and product management. David started his career in operations and systems programming roles at Glaxo and Marathon Oil before moving to the software industry.