Nexthink Infinity Platform

What do you like best about the product?

The visibility it provides and the low impact on teams.

What do you dislike about the product?

It requires a significant investment that necessitates a business case.

What problems is the product solving and how is that benefiting you?

It provides the necessary visibility to address performance and compliance issues at high speed.

What do you like best about the product?

Nexthink is changing the way organizations operate. By moving beyond decades-old, reactive approaches to IT support and device performance, they’re creating new opportunities to deliver a better customer experience more efficiently and effectively. Just as importantly, Nexthink is investing in building a thriving user community where we can collaborate, share ideas, and drive value faster.

What do you dislike about the product?

I’d like them to deliver product enhancements faster. Jokes aside, that’s really the only downside in my experience so far. There are a few areas of the platform I’d like to see developed further, but I also understand they have their own product engineering roadmap and priorities.

What problems is the product solving and how is that benefiting you?

Resolution automation for high-volume, business-impacting incidents has helped us respond more effectively while driving our employee sentiment response rate upward. It’s been genuinely empowering and has supported us on our DEX journey.

What do you like best about the product?

The dynamic nature of the platform and flexibility to allow for you to create custom discoveries and solutions for your company. They are heavily focused on what their customers and community request for the platform. The software on the client is lightweight and near magical in all of the data points it sends back to create valuable metrics for your environment. The company never sits still on innovation, there is always an improvement around the corner to fill a gap where you need it. Highly valuable to any enterprise.

What do you dislike about the product?

Sometimes the development team puts too many guardrails around an innovation implementation instead of just putting an option for the customer. This creates some delay in implementation until the community sounds off loudly (as we all do) to have it corrected. It's a minor thing because it always gets fixed in the end, but it would be one pattern I'd call out that I've noticed with the company.

What problems is the product solving and how is that benefiting you?

We are an SCCM and JAMF shop for endpoint management and those are rock solid for what they do. Nexthink is the "support character" in the adventure that covers all the gaps that the above two systems miss. SCCM Agent broken? Fix it with a Nexthink remote action or workflow. Need to notify customers on both macOS and PC in a standardized fashion? Nexthink's got that. Need to shift a bunch of manual processes left and no time for training? Just take a day or two and knock out a few remote actions and a workflow and give your help desk a single click solution.

This platform is the toolset that every IT organization needs. If the tool doesn't exist in the toolbox, Nexthink's on it and designs forward. Don't even get me started on the power of the AI modules to analyze and guide IT folks on what's wrong with an endpoint or endpoints. Such a solution accelerator it's not even funny.

Alternatively, if we were to pull Nexthink out of our environment, I suspect it would be a while before we found anything comparable to the power it's brought our organization.

What do you like best about the product?

The tool is fantastic. The Nexthink team from Support to Product Managers, from Sales to Accelerate all listen to their customers. We work together to make the product better and help us achieve our internal goals.

What do you dislike about the product?

Many of the new products or initial offerings are "thin" at initial release. But, as a strength of Nexthink, the products improve as more customer feedback is provided. Another detractor of Nexthink is when a new paid product is released, some of the features of the standard offering are removed. See VDI Experience.

What problems is the product solving and how is that benefiting you?

Nexthink is making our colleague technology experience better. The tool and the team is helping us meet our goals in our organization.

What do you like best about the product?

Nexthink provides a simplified approach to manage and improve the user experience. Compared to other device management tooling, you can bridge the gap to make it available up to end user level, further reducing the need for end users to partner with IT specialists or Service Desk to resolve issues on their device. Additionally it makes End User Experience measurable making it possible to assess the actual experience without wandering around between perception and facts. The way Amplify can be used by the service desk to expand their scope of activities and be less dependent on remote sessions with the end user, and technical expertise from the L2 teams, reduces the time spent on end users and support teams. Additionally, taking it one step further to integrate Nexthink remote actions with our end user facing chatbot, has even taken out the need to contact the service desk for several of our top 10 call drivers. Finally, for those aspects where proactively we can trigger performance-improving actions, this can be scheduled without user involvement. At the same time, Nexthink allows for efficient and targeted communication, something that remains a challenge with other tooling. The capabilities in Nexthink always leave room for further building services around it, which makes it a tool with endless possibilities.

What do you dislike about the product?

The downside of Nexthink is the human effort you put into it, to get the best out of it. You need to understand both Nexthink as well as your technical setup to be able to build your use cases thoroughly. Here one of my challenges is that many of the technical teams tend to work with other tooling, so it is not always a smooth or easy discussion to look at things through Nexthink only.

What problems is the product solving and how is that benefiting you?

1) The need to contact the Service desk and the ease through which Service desk can provide support. 2) It provides proactive remediation and insights in a number of areas. 3) It allows for efficient and targeted communication when and where necessary, improving end user experience.