Nexthink - A Paradigm shift in It Support Services

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.