Historically, ITSM has tended to focus on what IT can ‘see and touch’. This has resulted in processes and instrumentation that concentrate disproportionately upon datacentre-oriented metrics, all too often leaving the real life experience of end users out in the cold.
With ITIL 4, we are seeing the focus shift to the value of IT to the business. Nexthink is perfectly positioned to support this by providing:
- A real time and detailed view of device performance, behaviour and compliance – including connections and service consumption
- The capability to automate a wide range of self-help and self-heal actions for end users
- Gather accurate and complete insight into the real experience of the end user, correlated with device and service performance
- Use this additional insight to measure services according to XLAs based on end-to-end experience rather than a narrow SLA focus.