Nexthink Reviews

This solution is for end users. If the end user is using a laptop and they face any issues on a daily basis such as their browser not working or Outlook running out of memory, this solution helps with the upgrading of capabilities. It has AI capabilities that automatically detect problems before the end user becomes aware of them. 

This product is suitable for small, medium and large companies because the way it is designed.

The auto building capability has been most valuable. It keeps on checking the system in terms of various factors like battery, memory usage and application usage. If it picks up any kind of challenges by using deployed script, it provides notification to the end user stating that there was an issue and that it has been fixed. 

There are many limitations. If I'm using a Windows 10 system and Windows has certain restrictions, Nexthink won't be able to penetrate into the Windows OS due to those restrictions. They are working on workarounds and finding a solution to address those issues.

We have been using this solution for one year. 

It is pretty much stable in Windows environments.

This is a scalable solution. 

The initial setup is straightforward. The way it is designed only requires us to carry out certain due diligence in a customers' environment, fix certain parameters, make the environment ready and then go ahead with the deployment. If I compare this particular tool with others it is very simple. It takes four to six weeks for the deployment to be completed. I would rate the setup process a four out of five. 

It requires very minimal maintenance, unless the original equipment manufacturer release some kind of update which requires manual intervention. However, to be on the safer side, we have deployed a couple of resources to take care of those things and of the customer communication.

I like the product, features and the support we are getting from the original equipment manufacturer, OEM. That is great, if I compare with the other products that I have seen. The turnaround time is much shorter. If I'm working on an issue today, within a couple of hours, I can expect a response from them. 

There are certain layers when it comes to pricing. The product has three layers and these layers are associated with certain sources. For example, the top layer have the premium services and the bottom layer has the basic services. Based on the customer's requirement, we procure licenses mapped to one of these layers. 

In terms of cost, I would rate them an eight out of ten.

I would recommend carrying out due diligence in the environment where they're going to deploy the solution. This will provide them with key information about the product suitability. 

I would rate this solution an eight out of ten.

We mainly use Nexthink as a help desk tool for individuals, level one support, and responding to whoever complains from his PC. 

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.

Nexthink provides you with information and gives you an idea of what exactly is happening. You are able to identify if there is a wrong hard disk coming up plus lots of visibility on the endpoint wether it is a PC or a server.

The view of the agents on the PC side was showing more information than the one on the server side, there are some gaps that the server is not really covering up.

One of the issues we faced on the server side was false-positive findings for example. If I want to schedule a report to show the last time the servers were patched or updated, it was showing or reading the registry that Windows was showing.

Unfortunately, the agent was reading the registries instead of seeing the updates that were installed which caused false reports.

They were having some limitations on the number of alerts that you can generate. This definitely needs to be increased. Previously, it was fifty, if I am not mistaken, or one hundred. 

It would be nice to have detection and contain the endpoint. For example, if you have an application that is installed and you do not want the user to use it whenever you double click on it, then it should not open for you and give you a message that this application was blocked. 

When it comes to security, Nexthink should be automatically able to detect a bank card number that the user is trying to copy and is trying to do something with it. Let us say, for example, they shared it over an email. This is where Nexthink should capture this moment and send the information to the security department alerting them.

I have been using Nexthink for the past three or four years.

It is stable. We did not face any problem with it during the entire time that I was maintaining it. The only item that you will face, which is a normal issue where an endpoint outside of your domain, and when you connect it to the domain, you will discover that that agent is way too old because you are using an on-premises set-up instead of a cloud set-up.

Nexthink is definitely scalable. I was able to do that with no problem at all. 

I needed to contact technical support two or three times and I requested help from the vendor, or actually from the people who implemented the solution in the first place. To be honest, I would rate them a ten because they were so good. The service technicians were polite. They tried to help me, and if they could not assist me, they would follow up with me about the issue.

Positive

It was easy. In the beginning, there were people who did the implementation and when we decided to expand the scope to include the servers, I did it by myself, and it was very straightforward. For the server itself, it was two to three days until it was up and running and pitching all the information syncing with the other search engines. 

Handling multiple endpoints can be very difficult. I would say if you have a big organization Nexthink will be a big asset for them.

I would rate Nexthink an eight out of ten.

We use this solution to reduce ticket volumes. We complete a proactive analysis of end user machines. Our users are able to raise a ticket to our service management team in the service desk. Once we pick up the same issues being reported, we complete a deep investigation and remediation process to avoid these type of tickets in future.

This solution supports 13,000 machines and we have seven to eight people supporting from offshore.

This is a proactive management tool and we make use of the metrics, dashboard creation and complete remote actions on end user machines. If the end user is experiencing issues with a hard disk, we know that capacity will be approximately 80%. We will then do rear triggering on the end user machines. 

We need some guidance from the Nexthink team on some of the new features they are releasing and how best to use them. 

Out of our 10,000 licenses, we would like a dashboard that shows which machines are active and which machines are un-active.

I have been using this solution for two years.

This is a very stable solution. 

This is a scalable solution. 

When I reach out to the Nexthink support team, they are very friendly. They take at least two to three hours to reply to emails. 

Neutral

We use SysTrack as well as Nexthink and both tools are the same.

Our organization used a VM machine and the setup was easy. It took two to three hours. 

It was done by an in house team.

This solution is improved each time there is a version update. The 3.91 version has an improved GUI model that is very fast compared to the older version. It is a very user friendly tool. 

I would rate this solution an eight out of ten. 

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 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 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.

The tool should improve its pricing and performance. It also have nothing related to patch management. 

I have been working with the solution for more than 20 years. 

I would rate the solution's stability a nine out of ten. 

I would rate the tool's scalability an eight out of ten. 

The product's support is not responsive and flexible. It takes time and depends on your support program. 

Neutral

The tool's setup is straightforward. The tool's deployment got completed in a couple of weeks. 

I have seen ROI with the tool's use. 

I would rate the tool's pricing a nine out of ten. The tool's pricing model is pay-as-you-use. 

I would rate the product an eight out of ten. We have enterprise clients for the tool. The solution is recommended for enterprises and not for small-scale customers.