Name: Sometimes, IT Hurts
Uploaded: 2018-12-11T10:05:04.000Z
Duration: 1 min 49 s
Description: Sometimes, IT hurts

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

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Master Data Management (MDM)

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Survey & Forms Building

Video Streaming

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Transcription

Waste Management

Professional Services

Customer Communication Management

Customer Relationship Management (CRM)

Sales

Automotive

Car Rental

Clinical Data Management

Equation Editors

Healthcare Learning Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

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NinjaOne

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Top Rated awards to be awarded in April 2022.

Top Rated 2022

Best Of Feature Set awarded in Summer 2022

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Best Of Relationship awarded in Summer 2022

Best Of Relationship Summer 2022

Tech Cares 2022

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Arcsight by OpenText

### Digital Experience Monitoring
Users consistently praise Nexthink's digital experience monitoring capabilities. They highlight the platform's ability to enhance the end-user experience by providing valuable insights into digital experiences, engaging with employees effectively, and offering comprehensive dashboards for monitoring device performance. Despite some minor concerns about specific features, overall, users find Nexthink's digital experience monitoring to be a valuable asset in improving IT support and overall user satisfaction. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [2](https://www.trustradius.com/reviews/nexthink-2022-03-10-05-22-53), [3](https://www.trustradius.com/reviews/nexthink-2022-03-23-09-56-49), [4](https://www.trustradius.com/reviews/nexthink-2022-03-25-03-34-32), [5](https://www.trustradius.com/reviews/nexthink-2022-03-17-10-29-51), [6](https://www.trustradius.com/reviews/nexthink-2022-03-09-17-48-49), [7](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [8](https://www.trustradius.com/reviews/nexthink-2022-03-21-09-57-35), [9](https://www.trustradius.com/reviews/nexthink-2022-03-03-09-56-21))

### User Engagement and Feedback
Users consistently praise Nexthink's robust user engagement and feedback features. They highlight the platform's ability to engage with end-users effectively through campaigns, surveys, and interactive tools, allowing for real-time feedback collection and sentiment analysis. The Engage functionality, in particular, stands out for its high response rates and user-friendly interface, enabling organizations to proactively address issues and enhance the overall digital experience for employees. Additionally, the remote actions and investigative capabilities provided by Nexthink empower users to troubleshoot individual device issues efficiently, further contributing to a positive user engagement and feedback experience. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-23-09-56-49), [2](https://www.trustradius.com/reviews/nexthink-2022-03-17-10-29-51), [3](https://www.trustradius.com/reviews/nexthink-2022-03-09-17-48-49), [4](https://www.trustradius.com/reviews/nexthink-2022-03-03-09-56-21), [5](https://www.trustradius.com/reviews/nexthink-2022-03-21-09-57-35), [6](https://www.trustradius.com/reviews/nexthink-2022-03-25-08-16-40), [7](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [8](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [9](https://www.trustradius.com/reviews/nexthink-2022-03-28-11-02-24), [10](https://www.trustradius.com/reviews/nexthink-2022-03-10-05-22-53), [11](https://www.trustradius.com/reviews/nexthink-2022-03-25-03-34-32))

### Employee Experience Improvement
Users consistently praise Nexthink for its ability to proactively enhance employee experience and engagement. Reviewers highlight that Nexthink's employee experience improvement functionalities have significantly reduced the number of support tickets, leading to shorter wait times and increased user satisfaction. The platform's dashboards provide valuable insights into IT system status and laptop performance, contributing to a more streamlined and efficient support process. Additionally, users appreciate the platform's automated remediation features, which help in resolving issues promptly and improving overall user productivity. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-23-09-56-49), [2](https://www.trustradius.com/reviews/nexthink-2022-03-10-05-22-53), [3](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [4](https://www.trustradius.com/reviews/nexthink-2022-03-28-11-02-24), [5](https://www.trustradius.com/reviews/nexthink-2022-03-25-08-16-40))

### Root Cause Analysis
Users consistently highlight Nexthink's root cause analysis as a key strength, enabling them to delve deep into problem records and high-priority incidents. The ability to identify the root cause of issues efficiently and effectively has been a game-changer for many, allowing for targeted and proactive actions to address underlying issues. Additionally, the platform's capacity to investigate systems with similar traits and run remote actions has streamlined support processes, making troubleshooting more efficient and user-centric. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-23-09-56-49), [2](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [3](https://www.trustradius.com/reviews/nexthink-2022-03-25-08-16-40))

### Automated Issue Resolution
Users consistently praise Nexthink's automated issue resolution capabilities. They highlight how the platform's automated remediation features enable them to proactively identify and resolve issues before they escalate, leading to a significant reduction in support tickets and improved user satisfaction. The ability to quickly troubleshoot individual device issues through automated fixes and one-click solutions is particularly lauded by reviewers. Additionally, the platform's finder investigations and timeline functionalities are commended for providing in-depth insights into IT system status and laptop performance, facilitating efficient problem resolution. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [2](https://www.trustradius.com/reviews/nexthink-2022-03-28-11-02-24), [3](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [4](https://www.trustradius.com/reviews/nexthink-2022-03-23-09-56-49), [5](https://www.trustradius.com/reviews/nexthink-2022-03-21-09-57-35))

### Proactive Remediation
Reviewers consistently praise Nexthink's proactive remediation capabilities. Users appreciate how Nexthink enables them to address issues before they escalate, reducing the burden on support teams and enhancing the overall user experience. The automated remediation features are highlighted as a key strength, allowing for quick resolution of IT system issues with minimal manual intervention. Additionally, the ability to monitor device performance over time and take proactive measures based on data insights is seen as a valuable asset by users. The proactive remediation functionality of Nexthink is widely regarded as a beneficial tool in maintaining a smooth and efficient IT environment. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [2](https://www.trustradius.com/reviews/nexthink-2022-03-17-10-29-51), [3](https://www.trustradius.com/reviews/nexthink-2022-03-25-03-34-32), [4](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [5](https://www.trustradius.com/reviews/nexthink-2022-03-28-11-02-24), [6](https://www.trustradius.com/reviews/nexthink-2022-03-21-09-57-35), [7](https://www.trustradius.com/reviews/nexthink-2022-03-03-09-56-21))

### Application Performance Management
User sentiment varies regarding Nexthink's application performance management capabilities. Some users praise Nexthink for its ability to measure and increase the Digital Experience Score, enhancing the performance of devices through proactive actions and automation. They appreciate features like self-healing remote actions that contribute to improved productivity for end-users. On the other hand, some reviewers express concerns about certain limitations, such as the on-prem finder being slow and bloated, impacting the overall efficiency of application performance management. Despite differing opinions, it is evident that Nexthink plays a significant role in optimizing device performance and user satisfaction through its application performance management functionalities. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-03-09-56-21), [2](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [3](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [4](https://www.trustradius.com/reviews/nexthink-2022-03-09-17-48-49), [5](https://www.trustradius.com/reviews/nexthink-2022-03-10-05-22-53), [6](https://www.trustradius.com/reviews/nexthink-2022-03-25-08-16-40))

### Device and Endpoint Management
Users consistently praise Nexthink's device and endpoint management capabilities. The reviews highlight the effectiveness of Nexthink in providing visibility into over 900 metrics on employee laptops, enabling proactive IT support, and automating issue remediation. Users appreciate the ability to monitor hardware usage, identify cost-saving opportunities, and streamline device management processes. The platform's remote actions feature is lauded for saving time and enhancing operational efficiency. Additionally, Nexthink's device investigations functionality is commended for its ability to troubleshoot individual device issues effectively. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-10-05-22-53), [2](https://www.trustradius.com/reviews/nexthink-2022-03-25-03-34-32), [3](https://www.trustradius.com/reviews/nexthink-2022-03-14-05-48-19), [4](https://www.trustradius.com/reviews/nexthink-2022-03-21-09-57-35), [5](https://www.trustradius.com/reviews/nexthink-2022-03-17-10-29-51), [6](https://www.trustradius.com/reviews/nexthink-2022-03-28-11-02-24), [7](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [8](https://www.trustradius.com/reviews/nexthink-2022-03-25-08-16-40))

### Service Desk Optimization
Users consistently praise Nexthink's service desk optimization capabilities. They highlight the platform's ability to streamline service desk operations, enhance efficiency in resolving user issues, and proactively address potential issues before they escalate. Reviewers appreciate how Nexthink's service desk optimization features have significantly improved their IT support processes, leading to quicker ticket resolution times and increased user satisfaction. The integration with ServiceNow and CMDB functionality is particularly lauded for providing valuable insights and facilitating smoother support interactions. Additionally, users find the remote actions and investigations tools to be instrumental in identifying and addressing issues promptly, ultimately contributing to a more effective and proactive service desk environment. (Source Reviews: [1](https://www.trustradius.com/reviews/nexthink-2022-03-09-17-48-49), [2](https://www.trustradius.com/reviews/nexthink-2022-03-17-10-29-51), [3](https://www.trustradius.com/reviews/nexthink-2022-03-25-08-16-40), [4](https://www.trustradius.com/reviews/nexthink-2022-03-04-00-27-28), [5](https://www.trustradius.com/reviews/nexthink-2022-03-21-09-57-35))

Users have made several recommendations based on their experience with Nexthink. The most common ones include implementing and integrating Nexthik in the workplace for smooth monitoring in real-time. They believe that this proactive monitoring tool can greatly improve the end-user experience.

Another recommendation is to utilize Nexthink's unique solutions for IT support and analytics to proactively mitigate issues and enhance the overall customer experience.

Additionally, users suggest utilizing Nexthink's self-healing capabilities and analyzing endpoints in real-time. They find it to be a useful tool for enhancing and analyzing endpoints, making it a must-have tool for IT environments focusing on employee experience and pro-active issue resolution.

Overall, users recommend considering Nexthink as a valuable solution for organizations looking to measure digital user experience, improve customer experience, and tackle EUEM challenges.

Nexthink has become an integral tool for L1 and L2 teams, allowing them to efficiently address and resolve endpoint issues without disturbing customers during their workday. By providing insights into patterns and long-term trends, Nexthink empowers these teams to make informed decisions about hardware purchases, end-of-life products, and the implementation timeline for new technology. This product has proven itself to be critical to our business functions, identifying multiple ways in which we can leverage it to improve various aspects of our operations. 

One key use case of Nexthink is enhancing support services and the digital experience of our employees. The Engage functionality within Nexthink has been particularly valuable, enabling collaboration with HR and Corporate Communications to effectively reach out to staff and achieve high response rates. Additionally, Nexthink's IP address information and script capture have proven beneficial for the facilities team, as they can now better identify how to restructure leases and ultimately save the company millions. Integration with our CMDB in ServiceNow has also expedited the resolution time for our Service Desk by providing them with quick access to relevant information. Overall, Nexthink facilitates proactive IT support, drives greater visibility of IT system status and laptop performance, automates issue remediation, measures and enhances the Digital Experience Score, monitors end-user devices and key services, improves asset inventory management, and empowers multiple teams in performing root cause analysis and measuring the performance of cloud-based applications.

In summary, Nexthink plays a vital role in addressing pain points for end users while improving the overall employee experience. It enables businesses across different industries to trigger campaigns for user feedback, measure device/application performance, streamline IT processes, reduce ticket volumes for faster resolutions, and increase user satisfaction. Its automated remediation capabilities have revolutionized help desks and third-party providers by driving down costs and significantly enhancing user satisfaction. Through its comprehensive features and integrations with existing systems like CMDBs, Nexthink proves effective in optimizing processes, increasing efficiency, and delivering a seamless digital experience.

Intuitive User Interface: Several users have found Nexthink's user interface to be intuitive and easy to navigate. They appreciate being able to visualize endpoint experiences by setting thresholds on various system parameters such as CPU, RAM, and free space. This feature has made it convenient for them to monitor and manage their IT infrastructure effectively.

Flexible Remote Actions Feature: Many reviewers have praised the flexibility of Nexthink's remote actions feature. They are impressed with the ability to gather data that is not included in the default data set, as well as send remote repairs without interrupting customers. This functionality has significantly improved their ability to provide support.

Engaging Engage Feature: A number of users have been impressed with Nexthink's Engage feature, which allows them to interact with customers through surveys or pop-up interactions attached to remote actions. This capability enhances their ability to engage with end users and gather valuable feedback, ultimately improving their overall customer experience.

Nexthink Workplace Experience is a cloud-native platform allowing IT teams to manage the Digital Employee Experience (DEX) by providing insights across devices, applications, users, operating systems, locations and organizational units.

Instana, an IBM company since the December 2020 acquisition, provides APM services for SOA, microservices, containerized applications and Kubernetes, and cloud native applications, as well as discovery and monitoring for IT assets.

Self-Hosted

Standard

Essentials

IBM Instana

SpeedCurve measures the interplay between web design and web performance. They offer user experience monitoring tools that provide insight into what visitors are experiencing.

Small

Medium

Large

SpeedCurve

Nexthink

Digital Experience Monitoring (DEM)

MS Teams: Migration overview and comparisons of performance and satisfaction | Product Demo

Likelihood to Recommend

Nexthink is a global leader in Digital Employee Experience. Our products allow enterprises to create highly productive digital workplaces for their employees by delivering an optimal end-user experience. Through a unique combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams to meet the needs of the modern digital workplace. Learn more at <a href="https://www.nexthink.com/" rel="">www.nexthink.com</a>.

Sometimes, IT Hurts

"At times, the thing that's meant to drive business forward is the very thing that holds it back."
It's time to put your employees at the heart of IT with Nexthink: Gain real-time visibility into the workplace, fix IT problems automatically and best of all, delight your employees.

Find out more at https://www.nexthink.com
or stop by our Linkedin page: https://www.linkedin.com/company/nexthink/

#Nexthink #DigitalEmployeeExperience #DigitalTransformation #EndUserExperience #DigitalWorkplace #DigitalExperienceManagement #Digital

Jamf Pro

Principal Engineer - Global Desktop Infrastructure Services

Nexthink 2022-03-21 09:57:35

Adobe Analytics

Adobe Express

IBM Cloud Pak for AIOps

Lucy AI

Global Solution Owner

Nexthink 2022-03-09 17:48:49

Splunk IT Essentials, phased out

Customer Experience Analytics

Nexthink 2022-03-10 05:22:53

ServiceNow HR Service Delivery

ServiceNow Strategic Portfolio Management

Director IT Service Delivery

Nexthink 2022-03-25 08:16:40

Nexthink 2022-03-17 10:29:51

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Time saved

Mac and linux

Ease of use

Third party integrations

Made easier

Product support

Easily track

Windows 10

Customizable dashboards

Report generation

Pop up

User groups

Digital experience

End user

Real time

User experience

End users

Data points

Make decisions

Service desk

Home

Digital Experience Monitoring (DEM) Tools

Nexthink is the leading user experience tool in our toolbox for our company. It has been instrumental in moving our workloads from a reactive to a proactive support model. It has enabled our L1 and L2 teams to quickly assess, troubleshoot, and repair issues with endpoints without interrupting the customer during the day.

We leverage Nexthink on both Windows and macOS devices to gather information that is not immediately ready on other toolsets that manage the desktop. Nexthink also allows our teams to see patterns and collect long term trending to make informed decisions regarding purchases, end of life hardware and products, and roadmap timelines for implementing new technology. 

Nexthink has made itself critical to our business functions and we are very much looking forward to the next generation of functionality that is on the horizon.

Visualize endpoint experience with setting thresholds on CPU, RAM, free space, etc.
Flexible "remote actions" allow for gathering data that's not in the default data set AND send remote repairs without interrupting the customer.
Nexthink has a feature called 'Engage' which allows for interaction with the customer in the form of a survey, or a pop-up interaction that can be attached to a remote action.
Nexthink's Experience Portal allows for long term strategizing based on data points you can customize or create. Focus on the issues that are relative to your business and make decisions based on collected evidence.
Nexthink has real-time service monitoring from an endpoint perspective. You can discover if a section or entirety of your business is experiencing an outage with an online service in near real time.

The legacy account administration functions could use a little more attention. Simple things like exporting your account list should be an option for admins to do.
Update the tagging system for deciding which clients receive the Collector (agent) auto-update
Online visualization map of how investigations, scorecards, metrics, and remote actions are linked together.

Visibility to the customer experience
Ability to remediate remotely and the ability to 'shift left' workflows or automate them entirely.
Long term metrics so we can see where we have issues and the ability to see if the changes we make are effective over time.
Consistent addition of new functionality to deal with the constantly changing environment.

We consistently are able to prove out the ROI on Nexthink. Easy wins like automated disk cleanups, hardware refresh strategies, and agent health remediation were easy to reconcile.
As we move forward and Nexthink enhances it's technology, we're looking to integrate Nexthink into so many more business technologies (e.g. ServiceNow, Splunk, etc.) to maximize abilities to correlate data.
Nexthink's Engage campaigns are helpful in gathering user experience sentiment so we know if the choices we make are having the impact on customers that we desire.

Microsoft Endpoint Manager (Microsoft Intune + SCCM), Jamf Pro

We use Nexthink to increase the digital experience of our employees. We track common problems and resolve them utilizing with an employee feedback loop module (Engage). Most recently we used the platform to rollout a new Password reset tool with much success. This platform allowed us to communicate clearly and track those who registered. Even more importantly, it gave us credibility with the employees since it was a relatively smooth experience.

Boxed solutions/Library packs
Application Experience
Campaign pop-up

Dashboards can be confusing with some calculations exceeding 100% for machines with multiple CPU
Remote action code constraints can be a challenge when heavy scripting is being requested
Customizations with pop-ups can be limited

DEX Dashboard
L1 Checklist for Service Desk
Act Remote actions
Engage Campaigns

Reductions in FTE at L1 and L2
Increase in PC health (Healthy agents, Group policies, etc)
Emotional Equity

Lucy AI, Adobe Analytics, Adobe Creative Cloud Express (formerly Adobe Spark), IBM Watson AIOps

We are currently using Nexthink to enhance our support services and the digital experience of our employees. Even though we have only been using Nexthink for a short period of time, we have already identified multiple ways that we can utilise the product to improve different areas of the business. The use cases are endless and the support and community behind the product are amazing.

The insights we can gather using Nexthink are great, really eye-opening, and help to drive improvement.
Support for the product is phenomenal.
The user groups and community in general are fantastic.

The on-premise solution can be slow at times and resource-demanding even on newer laptops. (This isn't the case with the cloud offering.)
Some useful features are only available to cloud customers.
Library pack configuration could be made easier, often these packs require some customization and it's not always clear how to get them up and running after importing.

Digital experience overview/insights
Engage
Application experience dashboards
Remote actions
Device investigations

Substantial cost savings by adopting intelligent hardware refresh
Remote actions saving hundreds of man hours
Cost savings through software licensing activities

Splunk IT Essentials, Dynatrace and Aternity Digital Experience Management

Nexthink has been a game-changer in many ways especially as we worked our way through the Pandemic. We have used the Engage functionality in conjunction with HR and Corporate Comms to reach out to staff. Response rates using the engage functionality range from 50% to 95%. The emailed survey's never reached about 20%. We use the IP address information along with a script to capture when people are in one of our 125 offices. this has enabled the facilities team to better identify how we can restructure leases saving the company millions. We use it to push out upgrades to key engineering applications. Projects that previously took up to 6 months can be completed in less than 1 month. Upgrade projects use the investigation function to identify who needs an upgrade. The remote action with the engaging campaign enables us to drive the upgrades to completion. We have tied the information we collect in Nexthink to our CMDB in ServiceNow. This along with data collected in SCCM enables us to cross-check that people have the laptop they are assigned and catch systems that have been improperly transferred from one person to another and or systems that are no longer in use. Our Service Desk has information right in ServiceNow fed by Nexthink so that when they are on a call they have info that in the past they would have had to ask the user or remote to their desktop to find out this speeds up the time to resolution. There is so much more but these are some of the key ways Nexthink has been a paradigm shift from being completely reactionary to being proactively reactionary. The idea is to identify and address issues that end-users either just live with or don't realize they have. Either way identifying and resolving these issues improves the end-user technology experience and makes them more efficient.

Nexthink

Overview

What is Nexthink?