Nexthink Infinity Platform

When I was working from the service desk front for Nexthink , my main use case involved manual troubleshooting focused on maintaining the compliance of the system. We were able to take out more than 20 remote use cases and convert that to remote actions, which are now used as troubleshooting done remotely from Nexthink . Additionally, my major use case is about the RAM upgrade for the improvement of device performance on the machines.

I have additional main use cases with Nexthink, including working on system free space, logon speed, and the factors impacting the DEX score negatively such as logon speed, system drive free space, and swap rate of the machine. For system free space, we are trying to utilize the storage sense of Windows, and for logon speed, we are analyzing the events being captured and the time taken for policy upgrades. We are also focusing on application-related scenarios to understand how widely used applications impact the digital experience of end users.

The best feature Nexthink offers, in my opinion, is having all the endpoints and all the data available in one place. When a user reports an issue they are not sure about, I can access the platform to see what is causing the problem through the device timeline option in the device view, whether it is the last restart time, application usage, or crash occurrences like a BSOD. I have encountered scenarios where the user faced issues simply because they had not restarted the system or the drive space was critically low and only required clearing cache files on their system. Utilizing Nexthink allows us to create remote actions to clear system cache files efficiently.

One noteworthy feature is the Amplify extension for the ServiceNow  tool, which simplifies processes for technicians without extensive training. Instead of needing to guide each technician through our portal, the Amplify feature allows remote actions to be run directly from ServiceNow  due to ITSM  integration, which has been very helpful. Additionally, dashboards assisting with software licensing have proven beneficial, helping me understand the utilization of Microsoft licenses assigned to a team of 30 people, allowing us to cut costs on unused licenses effectively. These features distinguish Nexthink from other products I have encountered.

Nexthink has positively impacted our organization as it serves the entire fleet, not just individual projects. In our environment, its focus is solely on machines rather than users or specific work, making productivity linked to having a well-functioning system. It provides a common platform for understanding device performance and addressing issues, which I leverage as a Nexthink Digital Experience Analyst to present data-driven insights on machines experiencing RAM issues. This data is instrumental when communicating with the LTS team about necessary RAM upgrades, as I can present clear insights based on operating system data, reducing conflicts regarding understanding. The visibility Nexthink provides ensures that everyone can utilize data to address issues or recognize what is functioning well. This capability fosters collaboration among different teams, providing a transparent, data-driven basis for decisions, thus enabling teams to align on common metrics and monitor application performance effectively.

The structure of the data, particularly regarding raw data or outputs and binaries, requires improvement as it is not very clean and demands significant manual effort to sort.

I have been using Nexthink for more than four years, starting from the deployment phase for our company in November and December 2021, and I have been continuously working with Nexthink.

When we worked on compliance issues, we reduced incidents related to patching and polling by 70%, amounting to around 4,000 incidents per month. We also identified and tackled execution crashes, managing to decrease them by 72% after understanding which binaries were causing the issues. Regarding memory upgrades, we analyzed machines with DEX scores below 30 and observed an average increase from 26 points to 59 points across a sample of 40 to 50 machines, reflecting a considerable improvement of 28 points.

Regarding Nexthink's scalability, I find it great. However, my experiences with customer support have been limited, and I do not think it is outstanding. Often, when I encounter conflicts, the responses seem to either rely on AI tools for answers or they claim the information cannot be shared due to confidentiality.

I definitely advise adopting Nexthink because it consolidates all data points in one place, providing data-driven insights that outperform human analysis, making it a valuable tool for anyone considering its implementation. I would rate this review with a rating of 3.

My main use case for Nexthink  is remote actions for specific tools, which I use for basic troubleshooting and checking the user's machine.

A quick specific example of when I used Nexthink  for troubleshooting is when I observe that a machine is running very slowly. I check the performance of the machines using Nexthink, which helps me clear the cache and cookies, as well as remove the temp and prefetch files.

Additionally, I check company-wide how the machines are performing and what exactly is causing the issues and failures.

Nexthink has positively impacted my organization significantly, as I experience considerable time-saving when interacting with users, and the billing is also very effective, making it useful for most of our team members.

Time savings with Nexthink are very helpful, but the money-saving aspect is managed at the organizational level, and we are not certain about those details.

The best features Nexthink offers in my experience include the ability to analyze all machines as well as the specific remote actions that I can utilize.

The remote actions feature is valuable because if a machine is performing slowly, I can clear the temp and prefetch files. We have created many remote actions for time-saving purposes, which I use on a daily basis.

Regarding time savings, if I were to take remote control of the user's machine using any other remote action tool and troubleshoot it, it would consume a lot of time. Using Nexthink's remote action feature, I simply need to initiate the command, and it runs in the background without taking control of the user's machine, making this very flexible.

Nexthink can improve by incorporating multiple tools. While the current state of Nexthink is good, interactive AI would be more helpful, which is what I am expecting.

As for needed improvements, I do not have much more to add beyond this.

I have been using Nexthink for three years.

Nexthink is very stable.

Before choosing Nexthink, we did not evaluate other options. We used Bomgar as a remote action tool, but we are still using that alongside Nexthink.

The advice I would give to others looking into using Nexthink is that it depends upon their business requirements, so I cannot give them general suggestions. I would rate my overall experience with Nexthink a 9 out of 10.