Nexthink Reviews

We use Nexthink to give us information on events on end-user laptops. We turn that into several use cases, such as more intelligent hardware refresh purchasing, and we have established a proactive support model. 

But really, it's about understanding the digital experience by creating a digital experience score and using that score to create a happier and more productive employee base. We're still quite young in that respect, but we're in the process right now of creating a customer experience analytics team, whose job it will be to measure and enhance the digital experience score.

We deploy it on-premises. We have a number of virtual machines within our environment that host the Nexthink engines. The laptops have a collector, a small agent that's very lightweight, that sends information up to the engines.

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.

The most important factor is the data collection, and that's the simplest part of it. But what we do with that data, what is most useful, are things like experience scoring, hardware purchasing, and enhancing support services.

The solution’s visualizations are very good. It's very easy to use them. We're currently developing a three-tiered training model for different levels of consumer. The most basic version of that is purely dashboard. We can give our senior managers, our directors, and our partners a dashboard at a very high level. They can very easily start to drill down by clicking through the dashboard and find stuff that doesn't look right. And our technical teams can use the same thing to identify problems in specific locations.

We have provided them feedback on a few changes we would like to see with how alerting can work. Rather than have somebody looking at the network, if network utilization goes above a certain point, it would be helpful if the solution issued an alert to the right people.

There are a few other types of technical improvements that we've requested. There is really good learning material in the Nexthink Academy. However, turning that into real action is something that needs to be worked on.

We've been using Nexthink for close to three years.

We very rarely have issues with the solution's stability. We had a situation where our portal went down one time, but I can count on one hand how many times we've had major issues with the tool in the last two to three years.

It is scalable. If you've got the on-prem environment, it's usually a case of adding more engines, but if you're in the cloud environment it's highly scalable, and that is all managed on their side.

We've got 27,000 endpoints in the UK. We are planning on increasing our usage. We haven't decided on this, but we've looked at the server, having collected deployed servers, and we've also talked with Nexthink about potentially moving to mobile in a year or two. Nexthink haven't got a fully developed solution for mobiles yet, so we're talking about it to see what opportunities there may be, rather than having actually decided what we're going to do in that regard.

I would rate their tech support during deployment and post-deployment, both, very highly. We've logged a couple of incidents with their tech support and they've been really good, really on the ball. The support contact they gave us was exceptional, very good, very knowledgeable.

We did not have a previous solution.

We found it quite straightforward to stand up our virtual machines to host the engines. And if we need to expand to them, it's quite straightforward to do that as well. Most companies will be purchasing in the cloud environment, and the deployment of the cloud environment is obviously much easier.

I didn't do the deployment. It was somebody else in our area. But we implemented several engines across several virtual machines and we rolled out. We packaged up the collector and then we rolled that out to every single laptop in our environment.

In terms of infrastructure maintenance for the solution, we have one person who is responsible. There is no other maintenance involved.

We had a project manager run the deployment internally, but we also worked with a Nexthink technical specialist.

With the case I mentioned earlier about the hard drives, we've avoided costs that would have been more than the tool costs. It's not extra money in the bank, but it's money we haven't spent. It wasn't guaranteed that the hard drive upgrade proposal was going to go through, so it's not generally considered, internally, as true ROI, but it's a great example of where we potentially avoided a lot of cost.

Nexthink can pay for itself quickly if you identify and complete the most valuable use cases. The tool can do so much that to purely compare the price in a static way to other tools in your arsenal would be a mistake. If you do a more dynamic comparison that’s based on the overall functionality and use cases possible then it comes out cheaper. You need to consider it a relative measurement against potential use cases, size of the organization, maturity of organization, etc.

We investigated a few. Lakeside Software was one of them. We also looked at HappySignals, but it doesn't do the same thing, and we looked at HP TechPulse, as well as a few others. The biggest contender was Lakeside Software, but Nexthink was much more preferable.

The main difference for us was actually the people at Nexthink, the way we found they engage with their customers. Nexthink's approach is very much, "Understand what your objective is for your organization, and then make sure the entire approach is tailored towards helping you achieve what you want to achieve." It doesn't feel like a typical vendor relationship. It feels very much like you're part of the same team, and that's really what set them apart because that's how we work. We like to work in teams. We don't want to just be on the phone with a vendor. We want to be on the phone with someone who cares about helping us achieve what we want to achieve.

Overall, it has helped save us time. You have to make a time investment to get the skills within your organization to make best use of the tool. My recommendation is that if organizations want to take digital experience management seriously, they need to have people in place whose job it is to do that. You do have to make that type of time and financial investment. But we have saved time using Nexthink.

We're actually in the process right now of building the team, those dedicated people, around it. We spent the last two to three years doing it as more of a side-of-desk activity. We've managed to achieve what we've achieved just with that. By putting people in place to do it, we're going to be able to achieve much more, and actually tie some process around it to make sure that we're measuring the value by time and money.

If you are implementing Nexthink, make sure that you've got people who are able to take ownership of the tool internally, who will be its internal ambassadors, and spend the time to learn the tool to make sure that you do it right. Don't look at the tool as a siloed operation. Don't only look at it from the point of view of improving your security or your end-user computing team, or your service desk. Look at the bigger picture. There are tons of use cases for Nexthink. It often comes down to only being limited by the ideas you can generate. There's a lot in there. The people who are going to use the tool on a day to day basis should go through the Nexthink Academy and learn as much as they can there. They should also pay attention to the Nexthink Library, to understand what out-of-the-box packs are available there.

For us, the lessons we've learned are less about Nexthink and more about experience management. Nexthink is one of the major tools we're using in our experience management strategy. The mistake we've made from the experience management perspective is not having a senior owner of experience, like a chief experience officer. That's really been a mistake because we have had no unity across IT, or enabling functions. As a result of that, we've had lots of different people doing lots of different things. You need a senior-level owner and you need a strategy. Those are really our two lessons learned. At the moment, we've got a strategy, and we have people at the senior level who want us to do great things with it, but we still don't have a senior owner of experience, which is where Nexthink does its best work.

We use it across Windows and Mac machines. The Windows collector can do a lot more than the Mac. However, each new version that Nexthink releases brings Mac closer to parity with Windows. We don't use it on mobile and we have limited use across different types of applications. For example, we're not really using it to its max potential for SaaS products right now. But if we move to the cloud product, which we would like to do, then we'll make better use of it, at that point, for SaaS solutions.

Nexthink provides you with real-time and actionable insights into the IT experience of all employees, but you need to make sure you've got people with the requisite skills to interpret that. There are the two types of data: the hard data and the soft data. You have the events coming from the machine, and then you've got more of the sentiment-type stuff where you're engaging with your customer base to hear what they have to say. Nexthink comes with a digital experience score out-of-the-box, but we have found that we are having to optimize that for our environment to get a score that actually represents what the user is experiencing.

It provides analytics for detailed event data to help you pinpoint issues and find the root cause. However, the basic analytics won't necessarily tell you the solution. They will tell you what's going on, but you still need to find a solution. Nexthink do have playbooks in their repertoire that give you recommendations for what the solution may be, but we're not using those right now.

We do have some involvement with the solution's AI-driven insights, but we haven't really achieved many great successes with it just yet. That's an area that we're still exploring. We're looking a lot at the AI-driven, proactive and predictive support elements.

I struggle to say 10 out of 10, because that seems almost impossible for any company. But, yes, I would say it's a 10. They've got the people and the culture within the company. They are growing and are ambitious and they're very focused on product enhancements. They listen to the customer, and they will develop the tool, generally speaking, in the way that the customer wants. They are adaptable to our operating model. The tool itself does tons of stuff.

We use this product to provide digital experience analytics for our customers. This solution also allows us to monitor any issues our customers are having with their services.

We have found the combination of analytics and automation in this solution to be very valuable to our organization, as it allows for us to perform auto-resolution on customer issues.

We also appreciate the fact that this product offers integration with other software, this makes it more universally usable.

The stability of this solution could be greatly improved to avoid performance issues.

We would also like the product to be developed in order for it to support non-Windows platforms.

We have been using this solution for just over three years.

We have found that the stability of this solution is not particularly good, and can cause issues with record integrity.

We have found the cloud-based version of the solution to be very scalable. However, on-premises the scalability could be limited, and require extensive design beforehand.

The support for this solution could be significantly improved. We have found that our issues require five to seven days for a resolution to be found, as the first-line support team are not able to assist us. We have also experienced incidents where a planned upgrade was due to take place, but we have not been notified that it was happening.

Neutral

The initial setup of the product was a very straightforward, repeatable process for us as we are using the cloud-based version of the solution.

We implemented this solution using a vendor team, and their level of expertise was excellent.

As a business, we have found that our ROI from this solution has been seen in the reduction in the amount of support incidents being experienced by our customers. The ROI from this product is cumulative over time, and requires ongoing, proactive monitoring work with our customers.

We would advise organizations who are considering this solution to use the cloud-based variant if possible.  The setup for the on-premises version of the product is complex, and implementation can be lengthy.

This product requires a lot of focus to be placed upon the functionality that is really needed, in order for it to be really valuable to an organization.  Also, we would advise that this is an ever evolving solution, where the full benefits of its use would be realized over a period of time and not immediately after installation.

I would rate this solution a nine out of ten.

We used this solution for workplace analytics and we deployed it to 400,000 company devices internationally. It enabled us to get analytical information from users; to ascertain whether there were any issues with their laptops, connecting internally or externally, or connecting to any virtual machine from a local device. I'm a senior system architect and we are customers of Nexthink. 

Nexthink is valuable because it's enabled us to reduce the time it takes to resolve any issues. Our MTTR was very low after we installed Nexthink. We can see the network situation of users and establish where any problems originate.

It would be helpful if Nexthink could maintain a library for some of the standard EXEs to be named automatically. Some of the EXEs have been tagged, but it is very limited. 

I used this solution for almost five years. 

The solution is stable. 

The solution is scalable. We have deployed to 400,000 employees internationally. 

I've never contacted the technical support from Nexthink, but colleagues have told me that they are very good. 

I was not involved with the deployment. 

If an organization is looking for workplace analytics, to have access to the kinds of issues employees are facing and the things that don't work as they should, then I recommend Nexthink.

I rate this solution eight out of 10. 

We have Nexthink for end-user devices. Nexthink is a client that monitors end-user devices for what's happening with them.

We are using its latest version. This is a subscription-based solution, and we upgrade it all the time.

It is useful for managing end-user devices. The insights and the data that you get from end-user devices are most valuable.

They can improve the Nexthink action module.

We've had Nexthink for at least three years, if not more.

It is a very stable and mature solution.

It is installed on all machines in the organization, but its number of users is very limited. Its users are basically admins. So, it is installed on every machine in the organization, but it is used by the IT. The end-user compute support team uses Nexthink mainly to manage end-users and communicate with their machines.

 I'm not aware of whether there was something similar to this.

It is not a difficult thing to set up Nexthink. There is nothing complicated about it.

It is a very good solution. We're satisfied with Nexthink. You just need to try it out. It works well. It has a couple of competitors, and you should just see which one suits you more.

I would rate it an eight out of ten.

We are using Nexthink for proactive monitoring of the performance of services on our endpoints. We are using the on-premise version but we will be moving to the cloud in the near future.

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.

All the features of Nexthink are really useful when it comes to providing visibility into the endpoints and the services that we are monitoring, but the most interesting and useful features are the campaign and remote actions.

The solution could provide more training. There should be proper documentation on the solution because even for small issues we have needed to reach out to the support team. The person who is doing all the administration work should have the proper information, but the problem is the documentation is lacking. There is no proper training or documentation available. Nexthink is holding all the information. We want to learn, but you can not without the information.

I have been using Nexthink for approximately five years.

Nexthink is stable. However, they keep releasing the new version every month or maybe twice a month. That is a problem. There should be at some period in which the updates or the upgrade fix the environment enough for it to become stable. For example, we upgraded from one version previously, and then everything is fine. Then you wait another 20 days and then you have to upgrade everything all again. You need to upgrade your server and the client to maintain compatibility and similarity between clients and server. The number of upgrades and updates should be reduced. These small updates should not be as frequent. They should package all the features and then release the big upgrade after five or six months after receiving feedback. They should fix all the major issues and release a stable version rather than releasing a small update and asking us to upgrade every now and then. It is frustrating.

Nexthink is scalable but the problem is finding the information to do it is a challenge. The information is not readily available. If you want to do the scalability on your own, you cannot do it. You do not have the necessary information. You will need to reach out to the vendor and they will do it for you. They are controlling all of the information preventing people from learning on their own.

We have a client where this solution has been deployed that has more than 50,000 users. If I calculated all our client's users together the number would probably be close to 1 million.

We have plans to increase the usage of this solution based upon the number of business use cases that we have.

The technical support is satisfactory but the first level of support needs improvement. They do not have a lot of knowledge and are forwarding the requests to someone else.

The installation is straightforward and not that complex. The whole infrastructure deployment would take two to three hours with two people.

The Nexthink environment is maintained by the administrator team.

I would recommend the cloud platform. The on-premise solution we are using will be phased out at some point.

I rate Nexthink a seven out of ten.

I primarily use Nexthink for security, compliance, dispatch management, and remote worker device management.

Nexthink's best features are Engage and Act, which we use in combination for self-healing use cases.

Nexthink could have better integration with ITSM tools - at the moment, they only integrate with ServiceNow, so adding other tools, like HP SMAX, would be very useful. In the next release, Nexthink should include the features from the cloud version that are missing in the on-prem solution, like application experience and deck checking.

I've been using Nexthink for two-and-a-half years.

Nexthink is stable - sometimes we discover bugs, but once they are reported, Nexthink fixes them in the next release.

The initial setup was straightforward, and the deployment took two to three days.

I advise anybody using Nexthink for the first time to get the basic certification to learn about Nexthink and how to use it. After that, they should use a demo version to practice before deciding if they want to install it. I would give Nexthink a rating of eight out of ten.

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

I like everything about this product.

The next release could use some improvement in the tools that are provided.

I have been using this solution for the past five months.

This is a stable solution, I am happy to be working with it.

Scalability is huge with this solution.

I would recommend this tool to anyone considering getting it. This tool will work within your environment to help reduce the number of incidents and problems within the environment.

I would rate this solution a ten out of ten.

• Security and compliancy management 
• Global CA 5000 workstations in 30 countries with multiple IT organizations.

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

Repository of events. Although limited to 100,000,000 events per engine, it is suffice to do investigations for more than 30 days.

• Go into IoT (mostly Linux based). 
• At this moment, it is only Windows and mobile (Android and iOS).
• It lacks support for IoT and most network equipment.