End-user IT Analytics aids incident and problem management for TOPdesk deployments
The Netherlands – Nexthink®, the unique provider of End-user IT Analytics, today announced its integration with the TOPdesk IT Service Management (ITSM) solution. The integration with Nexthink provides easy to understand metrics for Service Desk Agents and enables TOPdesk users to greatly reduce the time-to-fix for incidents.
The Nexthink integration for TOPdesk combines the power of TOPdesk’s platform and ITIL processes with Nexthink’s End-user IT Analytics to improve incident and problem management. Through the integration with Nexthink, every end-user and endpoint issue that occurs in the IT infrastructure is cataloged and cross-referenced with TOPdesk’s incident history. This helps the Service Desk Agent detect 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.
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.
“Offering excellent services for end-users has always been priority at TOPdesk. Working together with Nexthink enables us to deliver even more value, help end-users faster and improve service levels”, said Anne van Dam, Business Developer at TOPdesk.
“The use of Nexthink enables IT departments to act faster and more effective as complex problems can be easily analyzed, and security issues are dealt with in an unique manner. By integrating Nexthink and TOPdesk, The integration between Nexthink and TOPdesk helps Service Desk Agents to get real-time analytics on the health of their IT infrastructure from the end-user perspective within their TOPdesk console” said Edwin Braam, County Manager at Nexthink.”
The Nexthink – TOPdesk integration will be featured during the TOPdesk Service Excellence Event on June 1st, at TivoliVredenburg, Utrecht, The Netherlands.
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.
TOPdesk develops, markets, implements and supports software that helps organizations efficiently manage the services they provide. Its mission is to create a user-friendly and affordable service management solution for every type of organization. Whether this concerns IT, facilities management, HR, service desk or service support, TOPdesk helps organizations support their employees, customers, consumers and citizens. Its software is for organizations of all sizes, from small businesses to large multinationals, and is available as a local installation or Software as a Service. Because of the modular structure of the application, a TOPdesk solution can be tailored to every organization’s needs. www.topdesk.com
Tel: +33 (0)6 34 77 15 97
Erik van de Nadort
Tel: +31 (0)6 22 84 19 19