End-user IT Analytics aids incident and problem management for ServiceNow deployments
July 3rd 2013 – Lausanne – Nexthink®, the unique provider of End-user IT Analytics, announced today its integration with the ServiceNow IT Service Management (ITSM) solution. Nexthink’s integration with ServiceNow was developed in collaboration with Prozessfux, a certified Nexthink partner. Together, Nexthink and Prozessfux AG help customers maximize the value of their ServiceNow implementations.
Nexthink Integration for ServiceNow combines the power of ServiceNow’s platform and ITIL processes with Nexthink’s End-user IT Analytics to improve incident management and problem management. The integration retrieves from Nexthink’s real-time store the end-user endpoint’s health and status at the time of the incident and 7-days prior so that the incident worker can easily identify what is different and where the issue emanates from: the endpoint; network; or service. The integration improves first-time close rates and reduces time to resolution. Nexthink’s enterprise-wide IT analytics helps problem management. Every end-user and endpoint issue that occurs in the IT infrastructure is cataloged and cross-referenced with ServiceNow’s incident history, which helps the problem manager spot under-reporting of incidents by end-users, understand the true scope of the problem and impact on the business, and how to characterize the problem to aid resolution.
“With the integration of Nexthink and ServiceNow, Service Desk Agents can get real-time analytics on the health of their IT infrastructure from the end-user perspective directly in their ServiceNow console,” said Raphael Bolli, VP Customer Success at Nexthink. “The integration between Nexthink Finder and the ServiceNow Knowledge Base and Incident offer a natural bridge to improve incident and problem management resolution.”
Through self-learning Nexthink maps all the IT services delivered to end-user (physical and virtual) endpoints. Nexthink analyzes all the endpoint events including IT infrastructure changes, application use, performance, bandwidth, failures, security issues, etc. Nexthink’s enterprise-wide, real-time IT analytics helps IT departments detect abnormal behavior, which typically represents an operations issue. Using Nexthink, customers are able to quickly and easily identify complex issues and discover security risks and threats in ways no one else can.
“We are proud to partner with Nexthink to better support our customers in their ITSM processes,” said Christian Tübing, IT & Business Partner of Prozessfux AG. “IT Services need to focus on the end-user and Nexthink offers a tremendous opportunity for companies to leverage their ServiceNow deployments, with the ability to monitor services in real-time from the end-user perspective.”
“We are exited about the new Nexthink Integration for ServiceNow. As a Nexthink and ServiceNow customer we believe the integration will help us get even more out of these investments. The fact that it is based on the development of our partner Prozessfux AG is an advantage for us as existing capabilities can be cost-effectively leveraged,” André Steiner, Head of Microsoft Systems, AMAG Automobil- und Motoren AG.
Nexthink is the innovator of End-user IT Analytics for security, ITSM and transformation. Our software uniquely provides enterprise-wide, real-time: analytics covering all endpoints, users, applications and network connections; and visualization of IT infrastructure and service delivery. Nexthink helps IT departments connect, communicate and collaborate to achieve their major goals and to optimize endpoint security, operations, support and workplace transformation projects. Nexthink’s real-time analytics and visualization extend help desk, server monitoring, APM (application performance management) and PCLM (PC lifecycle management) tools and provide essential visibility for IT governance.
Nexthink serves the Global 5000 utilizing a leveraged partner model. Nexthink is a private company headquartered in Lausanne, Switzerland.
Nexthink® is a registered trademark of Nexthink S.A. To learn more, visit https://www.nexthink.com.
About Prozessfux AG:
Prozessfux AG specializes in processes for IT. With our extensive practical experience we support you in reaching your goals pragmatically and ensuring your sustained success. As Nexthink and ServiceNow partners integrating those two great solutions is imperative to us.
Find out more: http://www.prozessfux.com