Nexthink Infinity Platform

My main use case for Nexthink  is measuring the digital experience for the users in organizations, and it is also used to automate incident resolution.

A specific example of how I have used Nexthink to measure digital experience or automate incident resolution is that it shows a score calculated by measuring application-related experiences, system-related experiences, and individual perception of how the system is performing. All these measurements are processed to calculate a Digital Experience Score. Monitoring this score signifies how the digital experience is for the employees of the company. I create PowerShell scripts that run from Nexthink to resolve certain issues, which is done through analyzing existing tickets or issues where a known resolution can be automated using a script.

I have seen specific outcomes from using Nexthink such as saving almost 30% of time when automating tasks for the service desk, which reduces issue resolution time from 10 to 15 minutes manually to just one to two minutes with automation, providing significant time, effort, and cost savings.

The best features Nexthink offers in my experience include the Live Dashboards, which give real-time data or insights about my organization, the automations, and system and application health monitoring and network monitoring.

I find myself relying most on the Device View module in Nexthink because it gives granular level insights of the systems. It also includes a time scale so I can look back in time to see what kind of issues could lead to a bigger problem. It includes data such as applications running on the system, resource utilization such as RAM and CPU usage, and how the network bandwidth looks. These details allow me to analyze and figure out the root cause of incidents or find solutions for system-level performance.

I would also like to mention that Nexthink has an AI Assistant option, which is a very good feature that provides insights into existing issues, helps understand how the tool works, and guides me in creating queries.

My main use case for Nexthink  is to resolve and analyze problems, identify devices, identify running applications, and much more.

A specific example of how I have used Nexthink  to analyze problems and identify devices is when a system issue occurs on a user's system and a user has logged a complaint. I connect with the user, take their hostname, input it into Nexthink, and trigger Amplifier. Once Amplifier runs, it provides me with complete diagnostic results.

I use Nexthink daily to identify issues and determine the next course of action, primarily to resolve fixes including updates or configuration issues that can be resolved immediately.

The best features Nexthink offers include Amplifier, which provides a detailed view in the form of a report.

What I appreciate most about Amplifier or the detailed reports it provides is that it helps me see complete data and analysis reports from whatever Amplifier I am running or executing on the user system, and that gives me the results. This is the best feature I find very valuable.

Initially, resolution used to take more than two to three days, but after using Nexthink, it has been immensely reduced, and with an immediate click, it has helped resolve the issue in a single action. This is a very powerful transition that has occurred due to Nexthink.

Nexthink can be improved based on how we choose to take it forward upon the requirement, which does depend on the project and project complexity. If a project requires complex analysis, we need to program Nexthink accordingly.

An additional improvement I would like to suggest is that if we have more scope for analysis or in terms of running Amplifier that currently tells me only a few reports, I would like it to bring more reports and a more detailed view, which will help us analyze the next course of complex issues to be resolved.

I have been using Nexthink for more than six months.

Nexthink is stable in my experience.

Nexthink can scale up easily and handles growth well when my organization adds more users or devices.

The customer support is very good.

It was very easy for my team to learn and adopt Nexthink because it is very user-friendly.

I would like to add that the features have a continuous improvement aspect, so anything that we find needs to be added, we implement accordingly, conduct testing, and upon that, we bring that implementation into production.

Nexthink is helping to reduce the resolution time, which positively impacts us by receiving very good feedback from clients.

I believe Nexthink has strong security features, and it also depends on how the administrator has configured it to capture data. I think it is safe and secure, particularly since the organization is already secured in terms of implementing configurations.

I find the reporting and analytics capabilities in Nexthink not really detailed, but they provide what is actually required. They do not always meet our exact expectations, but they are vital enough.

The performance and speed of Nexthink when running analyses or reports are medium; it is not really fast, but it is fast enough compared to human interaction in resolving issues.

I would describe the user interface and overall user experience with Nexthink as friendly.

The level of documentation and resources available for Nexthink is satisfactory; I have gone through tutorials up to an intermediate level and am progressing toward the advanced level.

I will definitely recommend Nexthink to others looking into using it.

I mostly use Nexthink  for analytics of IT tickets, which reduces the number of repeated tickets. We monitor which tickets are repeated and the issues occurring, giving priority to those issues.

For a customer who was receiving continuously one major and critical alarm that was causing service impact, Nexthink  helped us monitor it and create separate monitoring for that customer, which helped us reduce the alarm and it no longer causes service impact to them.

Nexthink really reduces a huge amount of work through automation skills and automation steps, which saves considerable time. This is very useful in today's environment.

The best features Nexthink offers include the ability to integrate with ServiceNow  or Salesforce  to extract information, which is faster and enhances productivity. The faster extraction helps my daily work and my team because issues we have identified and resolved would be very difficult to find manually. When using a tool, it reduces that work to very few minutes, allowing us to find repeating issues.

Nexthink has impacted my organization positively, mainly in reducing repeated tickets. We can monitor and document a huge number of tickets, thousands of them, which is a positive aspect from Nexthink.

Nexthink can be improved. It is already an excellent tool with many features and is the best tool in the ITSM  field.

If you add more AI features to Nexthink, particularly automation for resolving tickets, it would be helpful because AI is everywhere now. Some additional features in Nexthink that would improve the product would be beneficial.

Nexthink was a better option that I used to work on, and I did not depend on other options.

Nexthink is stable.

When I increase the work that can be done, it would be slow and not accurate.

Nexthink's customer support is good.

We have not used any different solution before Nexthink in my organization.

I have seen a return on investment. Time has been saved and work has been reduced.

My experience with pricing, setup cost, and licensing is that it seems a bit costly, but effective.

For a particular customer, the numbers show that more than 1,000 tickets were coming a month, which are now reduced to hundreds; this has saved my team considerable time and effort.

Since we are using Nexthink, we are not fully depending on it; sometimes we need manual intervention to check further, so I rate it as a 9 out of 10.

I would advise others looking to use Nexthink to proceed with Nexthink without considering other options.

My main use case for Nexthink  is using Windows Hello for Business, which helps our users receive the Windows Hello notification on their system so that they can set up their PIN.

A specific example of how I use Nexthink  with Windows Hello for Business is through a campaign that runs on users' systems and lets them know they need to set up a PIN to log in easily during their daily login.

Nexthink has positively impacted my organization by helping our service desk in many different ways. We used to receive numerous calls, but now, since we have the API and self-troubleshooting available in the catalog or portal, users can address common issues with Microsoft Teams  or Microsoft Outlook, which reduces customer contact for our organization.

We used to receive around 22,000 customer contacts in a month last year, which has reduced to 14,000 in a month currently.

The best features that Nexthink offers are the campaign and the workflow within our environment, which helps users easily replace their systems and self-troubleshoot without reaching out to any IT service desk.

The campaign and workflow features help users self-troubleshoot by reminding them when they are using a retired machine and informing them that the life cycle of this machine has expired, allowing them to either continue using it for the next month or raise a request for a replacement machine, which benefits both the user and the company in complying with asset data.

I appreciate the ability to check their life cycle date via Nexthink on a monthly basis, as we roll out some kind of campaign for them.

Nexthink is solid, but I see that the upcoming updates include Spark, which will help our company easily gather data regarding user responses to our campaigns.

I have been using Nexthink for more than one and a half years.

Nexthink is stable in my experience.

Nexthink's scalability is good.

The customer support is very easy to contact, and they respond instantly whenever we have issues with remote actions or workflows.

We did not use any solution before Nexthink; this is the first time we are using it.

I am not really aware of the pricing, but I can say that it is very easy to set up the extension in our browser, allowing us to troubleshoot from there.

Nexthink has helped with license reclamation use cases, where many software applications are already installed on user machines that our vendor pays for, and rolling out the campaign has allowed us to identify unnecessary software and remove those licenses, saving costs.

Prior to choosing Nexthink, we evaluated SysTrack , but it did not help in service desk operations, which is why we moved to Nexthink.

I would advise others looking into using Nexthink to create use cases as much as possible, as this helps the vendor improve their business operations and run smoothly.

I give this product a rating of 10 out of 10.