A key aspect of Digital Employee Experience (DEX) management is the ability to share data across your entire IT ecosystem to enhance key IT and business processes with employee-centric insight. Whether you are looking to improve your ticket management processes or correlate external data sources in your preferred visualization software, experience data should never be used in isolation.
For that reason, Nexthink provides customers the means to enhance their particular processes and activities by acting as a vital source of unique DEX insight.
Nexthink as a data source
Nexthink Integrate enables IT to embed real-time experience data into their preferred third-party solutions to enhance their current IT ecosystem. Nexthink makes this process very easy by leveraging a flexible Web API, Query Language, Event Connector, Chatbot SDK and official out-of-the-box connectors. Alongside Nexthink data, metrics and insights, key capabilities such as Nexthink Act or Engage can also be integrated and triggered by 3rd party solutions.
To give you an idea, we’ve gathered five integration scenarios of how some customers useNexthink Integrate in different ways to drive value for their specific objectives.
1. Ensuring a secure virtualization PoV with Power BI
In early 2020, a large technology research organization planned a sizeable virtualization deployment using Windows Virtual Desktop (WVD). One of the IT team’s key objectives was to ensure the right sizing for each business unit to avoid future IT issues and cost escalations. This customer already relied heavily on Power BI as a visualization tool and wanted to leverage DEX analytics. Using Nexthink Integrate, they combined Microsoft WVD and Nexthink experience data in a new virtualization management dashboard to gain deeper context about the project and detect any blockers.
A summary dashboard provided a simple overview of their targeting landscape, providing a realistic sizing matching with realistic employee experience expectations. They could then drill down into users’ real infrastructure usage and activities to quickly identify the source of poor experiences. A dynamic filtering system allowed them to focus on specific user, application and/or device groups.
With these dashboards, they could easily choose correct infrastructure sizing and define application profiling based on real execution, usage and experience insight. They were able to make a quick and accurate decision on which department—and their sizing—to choose as candidates for their PoV, allowing a shorter and more secure virtualization deployment.
2. Reducing ticket count with employee self-help portal
A US-based IT service provider experienced an overwhelming ticket escalation related to new Remote Working orders. When looking at their budget, expanding the Service Desk team was not an option. After exploring different possibilities, the IT team quickly agreed on the simplest and most effective solution: reduce ticket count by integrating Nexthink automation in their employee self-help portal. They quickly added to it a range of common IT fixes that, when used by an employee, trigger an instant Nexthink remediation in the background.
If employees encountered an issue, they could now check their IT service portal to fix it themselves in an instant, one-click fix. The Service Desk could then focus on more serious issues. In just four months, their new self-help system triggered over 35,000 remote actions, which dramatically reduced L1 support workload.
To accelerate the adoption of this new system, a Nexthink Engage awareness campaign was sent to every user in the organization. A short while later, using Nexthink analytics, a second campaign targeted users who still had not visited the portal. By October, the IT team observed a 300% increase in self-help tickets, with a 60% reduction in tickets impacting support agents.
3. Enhancing Moveworks chatbot accuracy and capabilities
A large communication services company had a very clear and bold strategy: eliminate L1 tickets in 12 months. Their Moveworks chatbot is a key aspect of this strategy by providing IT support 24/7. Using Nexthink’s chatbot integration, they embedded Nexthink intelligence and features into their chatbot to enhance its overall effectiveness.
When a user asks a question, the chatbot instantly retrieves Nexthink user, device and infrastructure data to provide in-context diagnosis, allowing it to answer even the vaguest requests such as “my PC is slow.” It can then provide automated fixes relevant to the user’s request, as well as suggest additional ones that may improve the user’s experience based on their DEX profile.
Soon after its deployment, the support team noticed a significant drop in L1 tickets. When the CIO saw these results, he called this Nexthink-Moveworks integration “the next frontier of self-help” and a key element in their L1-ticket elimination goal.
4. Power BI start-up impact analysis
A large healthcare company developed a quick and easy integration to track application impact on device start-up, alongside other data sources, into their preferred visualization tool – Power BI. The dashboard leverages a Nexthink remote action that retrieves start-up details and populates the dashboard’s custom visuals.
An overview dashboard weighs the impact of each application across all devices and rates them accordingly. A dynamic view then allows IT to filter through different applications for more details on their effect on CPU and disk. A third view displays the top impacting application and amount of impacted device on a scatter graph.
This allowed the IT team to get an at-a-glance view of every application contributing to start-up slowness across every device in the enterprise. This integration allowed them to visualize Nexthink data alongside other external data sources for their specific business analytics needs.
5. Splunk software inventory
As a means to reduce costs within the IT department, this financial company undertook an asset cleanup exercise. Already relying on Splunk as their main business analytics and asset management solution, they embedded additional Nexthink experience data to their current set of Splunk dashboards to analyze the actual utilization of different software across the organization from an employee experience perspective.
Experience data, correlated with other data sources within their environment, allowed them to gain deeper context over employee’s actual usage of authorized and non-authorized software. By knowing if employees were actually and effectively using different software, they could make more accurate decisions about how to reduce licensing costs without impacting employee satisfaction and productivity.
Optimizing business processes and IT activities
These examples are just some of the countless integration scenarios our customers develop using Nexthink Integrate to improve their business and IT processes on a daily basis. The possibilities are virtually limitless, and we look forward to sharing more with you.
For more info, visit the Nexthink Integrate Webpage.
For more details on each story or to explore how you can integrate DEX data into your environment, don’t hesitate to schedule a short demo.
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