The ‘last mile’ is a term used in the logistics and telecommunications industry to characterize the obstacles businesses face trying to deliver products to customers during the very last part of their supply chain.
You might have a world-class infrastructure, high-end technology, and the most sophisticated processes and skilled resources, but if your product doesn’t reach the customer at the right time and place, your business suffers.
And the same can be said for Enterprise IT Services.
You can have everything working perfectly – operating systems, applications, networks, etc. – but if you can’t deliver a seamless tech experience to employees, you’ve failed them.
Unfortunately, many of the issues you face come down to a lack of visibility. But fortunately, Nexthink is capable of removing those barriers and bringing unparalleled access to real time problem-solving.
Let’s cover key visibility challenges for enterprise IT and go over how Nexthink can help smooth them out by providing unparalleled real time insights required to address the 7 pillars of DEX Visibility.
1) Seeing Things from the Employee’s Point of View
What is the employee experiencing?
The direction from which we approach a problem can make all the difference.
Many Digital Employee Experience (DEX) solutions approach user problems via Synthetic Monitoring, a process which runs tests in controlled and predictable environments to give you the closest scenario of what the technology thinks may happen. But this approach distorts IT’s ability to understand what is happening in real time and how that impacts the employee. In short, close enough isn’t good enough in today’s hyper-competitive business world.
Nexthink, however, leverages Real User experience monitoring, a performance monitoring process which captures and analyses all digital activities on the endpoints as the users interact with them. This way IT can know exactly what and why certain problems occur from the employee’s POV.
For example, let’s imagine you have several users that cannot connect to MS Teams. The problem could have been caused due to multiple reasons like an unstable Teams version, faulty VPN configuration, or an SCCM agent that is crashing.
If IT were to use a standard APM tool, they’d only have access to application performance data and little else. They’d miss out on critical components like PC performance, resource utilization from the endpoint, application stability, and network speed and configuration data, all of which offer more context about what the user was truly experiencing at the time an issue first begins. Without this data, it could take you a long time to discover the root cause of the issue – if you even can.
2) Endpoint Deep
Can you understand the frequency and timeline for all digital activities and endpoints?
But there’s much more to simply identifying an initial problem from the user’s POV. Is there something wrong with the employee’s device, or the network or the applications they consume? Are there other problems apart from what has been reported by the user?
Nexthink’s patented light-weight agent continuously monitors and reports all digital activities and properties (like network connections, program executions, web requests, etc.) from the employee device.
The data collected in the Nexthink Infinity platform is presented in a clear, intuitive view for IT to quickly spot check the frequency and timeline of issues, as well as investigate in detail single problem areas.
For example, just by looking at the below device timeline view for a user, you’ll see that the Teams application was experiencing stability issues (crash) as the user was experiencing poor MS Teams call quality.
Can you replicate what you see on one device across the entire enterprise?
Of course, focusing on just one user won’t cut it, so how can IT expand their efforts across the entire enterprise?
For this, IT Teams need visibility that not only provides deep insights into a single device but also insights that are wide enough to understand what’s truly happening within the environment. How many employees are truly experiencing the issue? And better yet, what components of your digital workplace are impacted?
Nexthink provides Enterprise-wide visibility to IT teams, empowering them to oversee the whole enterprise, without any blind spots. IT Teams can diagnose and resolve issues for not only one user, but all the users impacted with the same issue with a single click.
For example, continuing the Teams call quality problem as observed in the previous section, with a single-click, IT is now able to retrieve all the other users experiencing stability issues with Teams.
NQL Query to retrieve all devices experiencing Teams Application stability issues:
Nexthink further revolutionizes enterprise-wide troubleshooting with AI-powered visualizations called Diagnostic View. This feature provides a frequency and timeline of issues, and expandable information of who has been affected across the entire business and why.
Are you able to view and understand the relationships between each digital component?
When Employees connect their endpoints to the network, it’s a no-brainer that those endpoints cease to exist as a stand-alone entity. Instead, they become part of a larger collection of components in a connected, interrelated network. This interconnection opens up a critical opportunity for IT visibility: Relationships.
The ability to access and understand the relationships between each digital component within the digital enterprise can equip IT with a tremendous advantage: you’ll be able to articulate how each endpoint interacts with other endpoints and vice-versa; how any given problem impacts a single user and the rest of the network; and how the problem propagates (how quickly) within an environment.
This unique capability makes Nexthink Insight invaluable for IT because they can now triage from one end of the digital workplace spectrum to another without hitting an investigative dead-end.
Continuing with the same example, because of the relationships built by Nexthink between all the digital components, IT can now retrieve with a single click, any information which would assist in debugging the issue further.
5) Employee Context
Can you understand the exact context in which employees experience their problems?
Context is another key piece that allows IT to understand all things that were happening on an identified device as well as externally when an issue occurs. This way, IT can identify patterns faster and pick and choose when to fix only the impacted assets in question.
Let’s take the same example from above. Nexthink equips IT with automated correlations to quickly understand which variable(s) are impacting the poor stability with MS Teams. In a single click, IT can retrieve all devices experiencing the same stability issues due to a non-compliant version of Teams, a task which would have otherwise taken forever to identify.
This discovery unlocks what’s happening on the technical side, but there are two final critical pieces we’re forgetting about related to employee sentiment!
6) Employee Perception
Can you quickly and accurately assess how employees perceive their tech?
Employees are the most critical spoke in the Digital Workplace wheel. Unfortunately, they’re also the hardest component to predict and understand, especially for IT teams that support hybrid and remote workers.
Nexthink Insight offers direct-to-device, one-click surveys that employees can engage with and share invaluable perception data about their technology environments.
7) Employee Feedback
How useful is your employee feedback?
Traditional email and html-based survey tools fail to garner significant response rates and feedback data – data that could help IT determine whether they’re truly making an impact or not. Those tools also lack context, meaning employees often receive surveys after-the-fact, when they’ve already moved on to a new tool or IT service.
Nexthink Engage, a two-way communication tool, cuts through the digital workplace noise with attention-grabbing notifications to get your employees to respond. Instead of painstakingly handling one ticket at a time or chasing down employees who never submit one, Engage lets IT deploy (manually and automatically) onscreen messages as soon as an incident occurs. One pharmaceutical company, for example, used Engage and saw their employee response rates increase from 3% to over 70% in just one week!
Thus, Nexthink addresses all challenges regarding Enterprise Visibility issues through one integrated Platform, which enables IT to orchestrate enterprise IT services.
Do you need help unlocking IT visibility problems?
We are the industry leaders in Digital Employee Experience Management.
Book a demo and we’ll prove it.