Nexthink saves a lot of time for the technicians who work on the troubleshooting side since you don't have to wait for someone to connect remotely to help you troubleshoot the issues in several devices, as it will give you an overview if you want to check devices to see what is happening with them. You will get an overview of all the devices you want on the same screen and show you what is happening while also allowing you to export the details in an Excel file, which you can use to compare and check if some application is working on a particular system or not. If an application is not working on a particular system, you can find out why it is not working by grabbing the logs and checking the process, which can save a lot of your time. If I were to create a matrix to explain how the solution saves time, I would rate it an eight out of ten, meaning that the solution's ability to help save time is 80 percent.

In the past two years, the biggest benefit is that we have been able to identify 57,000-plus defects. These are possible tickets that we are preventing by using Nexthink. 

On a weekly basis, we monitor the trend, then based on the trend and wherever we see a downfall on the performance grid, we just deep dive into it. We look into what is wrong, then proceed with remediation. We access the output weekly, not in real-time.

There have been some system crashes. We have a dashboard for the blue screen of that. On the dashboard, it is usually a wave type of graph, but I saw depth in it during the weekday. So, we investigated into this and got to know that DLP client was crashing. This was causing the BSODs on the machines. So, we were able to bring it into action within three days. Then, within seven days, the ones which had already crashed were all fixed. Nexthink also helped us in preventing the rest of the machines from using the same version of DLP client, since that version was crashing. The version was the cause for the BSODs. Therefore, the deployment teams went ahead and downgraded the version of the DLP client. When there was an upgrade available, they were upgraded. This helped us in avoiding 30,000-plus tickets or being contacted from end users.

It has helped us in proactive prevention. There was this investigation done for device login time, which was quite high and they were taking a lot of time when logging in. In total, 6,567 were affected by this and we were able to fix the problems for approximately 5,900-plus machines. Those machines do not need to be replaced now, since the performance is better. However, the rest need to be refreshed or replaced. Overall, this provides cost savings.

It is being used by our asset management team. We gave them access to the dashboards. We also created some custom dashboards for them where they could look at the performance of the machines. Based on that, they do a comparison with the list that they have available for the refresh. If they see there is a machine on their list for a refresh view, then they look at our data and the machine is performing quite well, it is best that they don't refresh that machine at that particular time. Instead they put it on another machine, which is in our list, but not on theirs. This way, it is helping both sides.

Within IT support we have a very reactive organization, but with the Nexthink tool, we're able to start building proactive support. We are also enabling our security teams, our IT service desk, and our testing teams to be more effective through the use of Personas. We haven't developed Personas yet, but that's something we're about to do.

In the UK, we used one of the dashboards in the solution to identify a problem at one of our Scottish offices. It turned out that the network infrastructure in that office wasn't up to requirements for a particular application that we're using. The initial thought was that the application was at fault. But when we looked across the country, using dashboards, we found, "Well actually, in most places the application is fine. It looks good. However, we can see that in this particular Scottish office we're receiving lots of red scores and poor performance." We worked with the network team to figure out that it was actually the infrastructure. The dashboards are very useful and the solution is very good.

One fantastic use case for us was when we were due to purchase 95,000 laptops globally with 512GB SSDs, we used Nexthink data to view disk utilisation and discovered that 98% of users would not need more than 256GB. This works out to saving of around $5.4M per annum. This use case illustrates an aspect of the power of the Nexthink tool. It’s also a very simple investigation to create and one that organisations can execute almost immediately following deployment of collectors to their environment.

It helps us provide more business to service providers and improve user experience.

The search engine functionality that Nexthink has on the finder is terrific, you just search as you would be searching on Google and everything will show up for you.

The ability this product gives to be more proactive with issue resolution has improved our users experience.

Nexthink allows our customers to have visibility into their whole environment and security. And it lets you install the agent as a package for selected users instead of every user. This helps cut down on the delay involved in a bulk installation.

Mostly we're using the solution for internal purposes, for our internal employees. Whenever we are using applications or any laptops, usually we will face system performance issues. This tool has been able to identify proactive services or any proactive obligation, which was causing those issues. We are using Nexthink finder, which will give proactive information about the applications or services, which are causing our system to perform badly. We investigate and we find resolutions. We are approaching all endpoints and resolving those issues, even before a user is raising a request. Basically, the product allows us to be proactive and deal with problems before users even know there are problems.

Nexthink has helped out organizations by reducing the number of level one incidents. That is the most beneficial outcome that we have experienced because we have been more proactive. Whereas before, the user was contacting the help desk. With the new proactive approach, our team is contacting the user and solving the issues instead of them contacting us. We are identifying the major issues before they happen. Proactiveness is the code of the solution.

This solution allows us to provide quality support to our end users.

• Preventive maintenance of end user devices. 
• Number of service incidents dropped by more than 20%.