Nexthink - A Paradigm shift in It Support Services
March 26, 2022

Nexthink - A Paradigm shift in It Support Services

David Paul | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Nexthink

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.
  • Engage with end users via pop-up comms
  • Identify root cause of a problem
  • Investigate systems that have similar traits that need to be addressed
  • Run remote actions making support easier to provide
  • Drive upgrade or EOL projects (example identifying users of IE to move them to Edge/Chrome
  • Identify application users down to the version level
  • Better integration with AD/Azure AD - pull info from AD including info such as membership in security groups
  • Calculating a primary user similar to the functionality in SCCM
  • Enagage
  • Remote Actions
  • Investigations
  • Data collection
  • end user viewpoint
  • Ability to integrate functions to address situations
  • connectivity with ServiceNow for both L!-L2 support and CMDB
  • Software license metering has saved more than the cost of Nexthink on its own
  • Identifying computers that would have been replaced but instead are fixed leveraging info from Nexthink. Savings in the hundreds of thousands
  • The ability to easily and quickly engage with users has saved time and money into to mention given better data to implement desired actions
Nexthink had better integration and a better user interface. 1E did not have the engagement capability which is so critical to many of the actions we complete using Nexthink. Nexthink had better trending data capabilities. 1E did not capture and hold data the way Nexthink does so all data assumes you are able to pull information from all systems at any time. with remote systems it is unlikely you will capture all systems at the same time so it makes any actions less effective. this review was performed 4 years ago so 1E may have addressed some of these limitations but Nexthink has also grown and continues to add and improve on their industry-leading capabilities.

Do you think Nexthink delivers good value for the price?

Yes

Are you happy with Nexthink's feature set?

Yes

Did Nexthink live up to sales and marketing promises?

Yes

Did implementation of Nexthink go as expected?

Yes

Would you buy Nexthink again?

Yes

Nexthink is a complete game-changer in end-user support. It is a true paradigm shift away from reactionary support to proactivity. the combination of the data collected, with remote action capabilities and pop-up engagement campaigns, completely changes how we are able to deliver support services. We have identified uses such as capturing how many people are in each office on a given day, driving upgrades, tracking application usage, enabling other corporate teams a way to engage with and survey people in an easy quick format. We have so many more things we have laid out to use Nexthink to further improve our support of our internal clients. we have just started to scratch the surface of all the capabilities Nexthink offers.