Nexthink Reviews

My main use case for Nexthink that we are currently working on is battery replacement and MS Office continuity.

For battery replacement with Nexthink, we check the battery cycles and based on the data we receive from remote action, we target those end users and they decide whether they have to replace the device or not.

For MS Office continuity, Nexthink helps us by having multiple applications associated with MS Office, and I will provide the example of OneDrive. In OneDrive, first of all, it checks the sync to determine whether the sync is working or not. If not, it initiates a restart. If that does not work, then we proceed with a reinstall and then sync again. If it is repaired, then it is resolved. If not, then a ticket is logged.

Nexthink has positively impacted my organization by reducing handle times, reducing ticket volumes, improving employee experience of software, workstation replacements, battery replacements, alerting users about password expiration, any upcoming changes, project changes, targeted campaigns, and more. There are multiple use cases that have benefited from this solution.

Regarding specific numbers, we have reduced around ten to fifteen percent of incoming volume via chats and calls overall, and apart from that, end users are able to help themselves using the chatbot, which accounts for around six percent.

The best features Nexthink offers, as of now, are Campaigns, Workflows which I find useful, and Remote Actions are also beneficial. Recently, we got hands-on with the virtualization module as well. I think all the modules are helpful, but it depends on the use case which we are working on.

Out of those features, I would say I find myself using Remote Actions the most or relying on it most heavily.

I think Nexthink should introduce longer character limits for remote session outputs and a better data repository to collect different files from end-user devices on a centralized storage. Apart from that, in workflow thinklets, there are some issues reported from time to time, so that needs to be addressed.

Customer support is one thing which needs to be improved; support team members are slow to respond, and they take a lot of time to get back to us, even if it is an urgent case. This is the thing which needs to be improved the most, and if the services are improved, then I would have probably given a ten.

I have been using Nexthink for around three and a half to four years.

Nexthink is stable. Everything is currently stable, and I have nothing to add on this matter.

Nexthink's scalability is sufficient; it is scalable enough for wider organizations. There are different towers that we can target with ample use cases in the library and custom ones.

Customer support is one thing which needs to be improved; support team members are slow to respond, and they take a lot of time to get back to us, even if it is an urgent case. This is the thing which needs to be improved the most, and if the services are improved, then I would have probably given a ten.

I have not used any other solution before Nexthink.

Before choosing Nexthink, I did not evaluate other options.

I have seen a return on investment with Nexthink. As I mentioned earlier, we have reduced volume, so that impacted the headcount and relates to money savings.

I have not used any other solution before Nexthink. Before choosing Nexthink, I did not evaluate other options.

To others looking into using Nexthink, I would suggest implementing Nexthink solution in the environment, assess where your environment is, and align use cases as per your requirements. Then you would definitely see an improvement if you are on the right track. My overall rating for this product is eight out of ten.

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.

The primary use case of Nexthink is for IT service management and ticket time reduction. We use it to get real-time data, as Nexthink provides data in real-time with a maximum delay of five minutes.

Nexthink is valuable for showing real-time data. We also appreciate the smooth UI and dashboard. The platform is beneficial as it provides data in real time, whereas alternatives may provide up to twenty-four-hour-old data.

Deployment and user interface need improvement. The UI is hierarchical, which makes navigation complex and isn't user-friendly for those unfamiliar with it.

I have been using Nexthink for a total of five years - four years on-premises and the last year in the cloud.

The solution is stable. I rate it ten out of ten.

Technical support sometimes has delays, similar to SysTrack, and I rate it nine out of ten.

Positive

Before using Nexthink, I started my journey with it and then moved to SysTrack. I've also used MDM and TechUnit but primarily Nexthink and SysTrack.

We have two dedicated resources for the implementation and administration of Nexthink.

Both Nexthink and SysTrack offer comparable functionality, including automation and dashboards.

Nexthink is about 10% more expensive than SysTrack, however, it is effective, justifying the additional cost.

Overall, I would recommend Nexthink as a first priority and rate it ten out of ten.

I mainly use Nexthink for end-user device monitoring, which includes desktops, laptops, or any virtual devices, focusing predominantly on virtual desktops. The agent is deployed on these devices to monitor applications, and it is primarily used for AI operations.

The most valuable feature of Nexthink is its proactive issue identification, which is part of its unique selling proposition. It includes ITSM processes by identifying and resolving issues, thereby improving user experience and productivity enhancements. 

Real-time analytics is also effective as it involves real-time monitoring for proactive issue identification. Self-healing capabilities within the tool further enhance its value.

There could be improvements in monitoring user sentiments. Currently, user sentiment is not being monitored, meaning if a user faces multiple issues, their sentiments cannot be captured through the tool.

I have been using Nexthink for about eight to nine years.

Nexthink is a cloud-based solution, a SaaS instance that gets allocated to the customer. There are no performance or scalability issues.

The solution is completely scalable.

Vendor support is rated ten out of ten, indicating high satisfaction with customer service and support.

Positive

Installation is very straightforward, and one person can easily handle it.

Once installed, it is cloud-based, requiring no special management beyond what is standard.

Pricing is competitive, and the licensing model is straightforward. It is a per-device licensing model charged on a monthly subscription basis.

I rate Nexthink ten out of ten. Although there is room for improvement regarding monitoring user sentiments, it is not a significant issue.

My main use cases for Nexthink are to identify laptop issues, troubleshoot problems, and provide correct resolutions. I recently encountered a situation where a user was experiencing significant slowness issues with their laptop while working. I checked the logs, device information on Nexthink, application logs and details, and boot logs to review the last reboot and device information. After verifying these details, we troubleshot and provided a resolution that included driver updates, clearing temporary caches and temporary files, prefetch cleanup, and disk cleanup along with updating the latest device drivers. One week after implementation, I followed up with the user to monitor the situation, and the user confirmed that everything was working fine and expressed satisfaction with the resolution. The user had initially been in a frustrated situation but was now satisfied with the outcome.

Nexthink's best features include the Amplify use case. Nexthink's Amplify feature allows us to create tickets and use this feature directly in the browser after installation of the Amplify role, where we can mention detailed device details on the tickets. What I appreciate most about the Amplify feature is that the ticketing process is smoother and faster, and detailed device information is gathered through this Amplify functionality.

Nexthink has positively impacted our organization as we are diagnosing and monitoring digital scores that are lower than 20 or lower than 50. For digital experience, we monitor using Nexthink and reach out to users whose digital score is below 20 to assist with Nexthink application support to resolve their issues and improve their digital experience score, which is very useful for our organization. I can see measurable improvements in our organization's digital experience scores as we continue to improve the digital scores and user digital experience through Nexthink.

Nexthink can improve by implementing remote tools and remote actions more efficiently so we can use them to perform tasks remotely without requiring the user to visit the IT desk.

I have been using Nexthink for two years.

Nexthink is stable.

Nexthink is working fine in terms of scalability.

Customer support is good.

I suggest that if you use this application, it will help you improve the user's digital experience and provide resolutions on a timely basis, which is very useful. I recommend using Nexthink. I would rate this product an 8 out of 10.

I have not developed a practical use case because my experience with Nexthink was limited to certification training. I worked with some features during my training, but it was planned education rather than practical application.

Nexthink is a complete package where you can dive deep into how applications and IT infrastructure are working. The visual presentation is better than other products I have explored, so I really appreciated using Nexthink.

When I reflect on my experience, I remember that it was more intuitive to work with Nexthink compared to other solutions.

I am unable to provide recommendations on how Nexthink can be improved because I did not engage in any actual practical work with the platform. My experience was limited to certification training.

I used Nexthink approximately two and a half years ago, though it has been about two years since I had any experience with the platform.

I am unable to assess whether Nexthink is stable based on my experience during certification or training.

I cannot recall information about Nexthink's scalability from what I learned during certification or training.

I do not recall how Nexthink's customer support operates based on my training or any experience I may have had interacting with them.

Negative

I have worked with several solutions including AppDynamics, though this experience was also limited to certification training.

I did not receive any insights into pricing, setup cost, and licensing during my certification or training.

I did not have an implementation team involved in my experience with Nexthink.

I have not seen a return on investment from Nexthink, as I cannot share any relevant metrics from my training or certification experience.

I did not receive any insights into pricing, setup cost, and licensing during my certification or training.

Nexthink was the only platform evaluated as part of my training, with no other options considered.

Main use cases have been campaigns and remote executions, either scheduled or manual, and Nexthink Query Language.

The best features Nexthink offers are the DEX scores and the ability to walk through an application that is on a browser.

The DEX scores help because they give an overview of how well an organization is doing across the industry compared to other organizations.

It helps to see what users are experiencing before they call the service desk.

In the past, when there have been issues that were global, it was easier to tell all users what the impact was and advise them not to call the service desk while we were working on the issue remotely.

The biggest limitation in features is the limited amount of metrics collected to use for Nexthink queries and investigations.

Nexthink can be improved by allowing collection of more metrics. For example, if there is the Print Spooler remote action, it would be helpful if the metric for the print queue was available when doing an NQL query to decide whether or not to run a remote action on a regular basis. Some of the metrics being collected are good, but they seem limited and are not as useful when running queries to decide whether or not to run a remote action.

There is a lot of improvement that can be made on the documentation side, the licensing side, and some of the backend side, including collection of metrics, ease of use to set up workflows, and more documentation on how to build custom remote actions.

I have been using Nexthink for around three and a half years.

There are no stability issues.

There are no scalability issues.

There are no customer service issues.

Positive

When Nexthink is implemented in a company, it should not be sold as just an IT tool. The people who support the applications need to be involved more. The tool can be adopted quicker and brought more broadly if the support groups of the applications are involved when it is purchased.

One of the biggest pieces of advice would be to purchase all the licensing needed to get the full functionality of the product. I would rate this review as a nine.

The use cases are based on transformation projects. For example, if clients are trying to implement some new deployments in SCCM, they use this solution and we help them with the migration. We are currently helping with a Windows 10 migration. Clients use it for application and system crashes in order to maintain the compliance status for their business applications. 

On individual machines, we can see the performance and what is going wrong as well as what can be improved in order to enhance the performance of the machine. This is very useful when we get any queries from a VIP user or someone from our project's top management. So if they get into any trouble, then we are able to fix it as soon as possible. Because if an agent is unable to work for two hours or even for two days, that won't make much big of an impact. Whereas, if someone from higher management is unable to work on the system for about two hours, then they would lose a lot.

Initially, we were just looking at it in order to maintain compliances, and we were using it only for that. The guy managing this tool before me was more or less concentrated on device compliances. Later on, we started getting into the application and system crashes (when I started).

In our environment, we need to put a proxy server in place. Currently, devices are connected via the corporate network or the VPN. We don't have machines reporting from the open network. This is something that we are working on. Once that is in place, we will get all the machines reporting in our environment.

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.

We use the API with PowerShell to automate some reports. This was something that we have used which has saved us a lot of time. This was a manual effort for approximately four hours twice a week (for a total of eight hours a week). We were able to bring that down to one hour just to manage the outputs that we get through the APIs.

Nexthink provides analytics for detailed event data, giving us the ability to really drill-down. We put dashboards in place to be able to find defects, so we need to be a little more proactive with it. We have created some dashboards, like site dashboards, that monitor the performance online. You can monitor it on an individual site, region, or country basis. Wherever you see a dip, then we look at the device performance score. There is a checklist that provides us the scores. Along with that, we now have Digital Experience Scores available. That also helps us in finding out the reasons due to which the performance could have been going down. 

The major difference that I see from the Digital Experience Score is when monitoring business applications. It enables us to monitor 17 business applications at the same time. Previously, we were only focusing on some fixed services, like Office 365 services. For one, we also manually added C2C application services. We weren't actively looking at other business applications other than that. Now we know what applications perform well and which ones need an upgrade. This helped the client to free some network bandwidth too. Since they upgraded the application version, this has also helped them to bring down the usage on the bandwidth part.

I don't think that I ever got stuck. If I am trying to look at something related to the device performance or system information, I have always gotten it.

I would like it if they could put in some patch deployments and compliances. I think it is there with Act, but I am not sure how deep it works.

They released a new module that would be monitoring the performance of applications specifically. That was missing, but I recently got to know that this is already in progress and they are doing it, which is good.

I have been managing this tool for my project for over two years.

It is quite stable. We don't have any trouble with it. It has never stopped us from finding anything nor impacted anything in the production. Even if it is down and we are working on something that needs to be rebooted, we don't lose anything because everything is being collected on the endpoints using Nexthink Collector. Therefore, it is collecting information continuously, even if we are making any changes on the servers. Once the servers are up, we get everything reported back into the systems. Thus, we never lose any data nor is there any impact on the information front.

I manage Nexthink. My colleague helps me with the reporting part, but I do the investigations.

The scalability is huge.

We have approximately 700 users with access, and 150 who actively use it on a regular basis. They find it useful when fixing issues for end users.

It is the best support that I have received from any application vendor. I am the admin for three applications within the environment. If I compare all those with Nexthink support, Nexthink support is the best. If I forget what I'm facing, such as, what ticket I have logged, what is the issue, or what is the progress? They don't forget it. They come back with a solution, providing continuous follow ups and continuous improvements. I have never had to skip or cancel any tickets. I never had to raise any complaints to anybody. They are available whenever I want, even if somebody has to leave for the day. They make sure that I am being contacted at the right time, i.e., when I asked for it.

This was the first solution that we used for analytics.

The initial setup is a bit complex for our environment specifically, because we have 50,000-plus endpoints. One engine can only support 10,000 machines. So, we needed at least five engines. However, we were using seven engines, so we could hold more data, as well as one for the portal. These are the eight appliances that we are currently managing. Other than that, we have two appliances configured just for the UAT environment so we can test some solutions before putting them into production. Although the hardware part is a bit complex, the architecture is quite simple.

While I wasn't part of the initial deployment, I know that it didn't take more than seven days. It took approximately a week to configure the appliances and start the setup. However, the continuous improvements were there, and they have kept on making changes in the configuration.

We are using the analytics part along with the integration. With the help of the analysis, we are currently doing actions manually by involving the deployment teams and remote desktop support teams for manual limitation. Once the dashboard has been placed, it also helps us in bringing it into action very quickly. For example, if I investigate something today, then within two days, it will be there in action for the deployment teams.

There was one guy from my team and two people from the Nexthink side. Then, we needed help from two HCL people from their Unix team (one person) because we are managing virtual appliances. So, we needed support from the Unix team to provide the hardware and support to the vCenter for the configuration. Everything else was done by my colleague and the Nexthink support.

There have been over 57,000 reported issues, out of which 54,000s are fixed. The others are in progress. We use Nexthink to proactively identify the defects. No other medium is used to investigate these things. 

We had biweekly calls with the client. One week we would use it to identify the problem, then the next week we tried to fix the problem. After two weeks, we could then deliver a report, saying, "In the first week, we found these objects where we face issues. After the second week, we were able to remediate this many and have only this many left."

When we implemented this tool, the user experience index score was somewhere around 5.8. Currently, we are sitting at 7.3. Due to the COVID situation, there has been a little bit of fluctuation in the scores due to network parameters, but the lowest that we have touched has been 7.1 so far.

I have seen it help improve the user experience scores. This helped clients to save costs on another tool that they were trying to deploy in order to improve the user experience by just deploying some scripts. We were able to identify the issues and help them remediate those using our help. The process does not take much time and provides background on end user performance. Therefore, they were able to save a lot, e.g., for approximately 50,000 endpoints at two dollars per machine per year, that is about $100,000 in savings.

For the agents, it has been helping us in terms of reducing the resources required because we are able to automate things in terms of the reporting part. It is saving a lot of costs for us. 

With this implementation of the Act and Engage module, I believe that there is a one-time fee for a two-month period, which is for the support team to make additional customizations.

Compared to other tools in the markets, there are functionalities that only Nexthink delivers. I don't think other tools in the market can do everything that Nexthink can. For example, the level of depth into the device timeline view is as deep as you can go into device performance by looking at the timeline. I didn't see that with any of the other tools available.

Since I am a part of the HCL Technologies Tools team, I am being trained on other tools too. We haven't explored any options for our project. However, for the other project, there are some other solutions in place. It is based on the customer's needs, their budget, or liking. Whichever one they want to move forward with, they choose. Other solutions available include Lakeside SysTrack and Tachyon. 

Tachyon can't be compared to Nexthink. There are a lot of things that Nexthink has, which Tachyon doesn't, e.g., Nexthink has customizable dashboards that helps in tracking investigations and build trends.

Nexthink has the device timeline and gives you more data for investigations. It collects more data from the endpoint system than any other tool.

Whatever you investigate, don't keep it on Nexthink Finder. Only put it on a dashboard so it is always available whenever you want it. If you want to save time and reduce some effort for whatever you are investigating or whenever you create a tag/category, just put it on a dashboard so you can just fetch the data and run with it.

It is currently mandatory for our compliance management. If you don't manage the compliance, updating your compliance's baseline threshold, then you might lag behind. This might have an impact on production. After managing the applications, we knew that there was one application that needed to be upgraded. Once that was upgraded, it made some improvements in the bandwidth usage.

We are not using the Act or Engage modules yet. That is still in discussion with the client.

I have been working on it for quite a time now, so I know what scores are based on what thresholds, e.g., what parameters this particular score is being derived with. So, I quickly look at those parameters and the performance of those particular parameters only. We are doing this on a weekly basis and only have analytics. Therefore, we have a lot of missing due to the absence of Act or Engage. The drill-down is the thing that we have to do, which takes a lot of time.

With the help of Act and Engage, it is possible to send some surveys to users. You can create some parameters and put in conditions. For example, if a user reaches an overall device usage of more than 80 percent, you can push the survey to that particular end user asking, "Your device has reached 80 percent of its overall system usage. Would you like a system cleanup?" There, you can put in "Yes" or "No". If the user says, "Yes," then Nexthink can implement that action. If "No," then you can put in further questions asking, "Do you want us to give us to do it a little later?" or "Will you do it on your own?"

The analytics are as perfect as they can be. They keep on improving them with every version upgrade. They keep on adding new fields. If they want to retire something, then they do. I don't think the analytics need any improvement because they have improved a lot with the implementation of Act and Engage. Act and Engage puts it on the next level.

Our longer-term strategic vision for Nexthink is in sync with where our IT department is headed. Apart from me, the IT guys are using it on a daily basis. Our vision is that we wouldn't need anybody for tech support. We can reduce the strength of the OSs folks, who wouldn't have to worry about troubleshooting on the endpoint until it was a hardware problem. Everything on the software and system, we should be able to fix it remotely. So far, we have not been doing this because everybody is not there on the system due to the open networks problem. Once that has been fixed, anything related to software would come to us only. The OSs folks have a lot of other things to deal with, such as logistics, asset management, allocations, etc., but they should only deal with hardware problems, not software.

I would rate Nexthink as 10 out of 10.