New Connector Expands Integration with ServiceNow®; Provides Incident Remediation; Reduced Meantime to Resolution for Greater End-User Visibility, Productivity
BOSTON – Jan. 11, 2018 – Nexthink®, a leader in end-user experience management software for enterprises, today announced Nexthink Incident Management Connector, a connector to the Now PlatformTM, that enables instant remediation of endpoint incidences, faster Meantime to Resolution (MTTR), greater endpoint visibility and improved IT governance.
As a ServiceNow partner, Nexthink’s most recent integration now enables IT operations teams to better address the productivity needs of business consumers. Nexthink Incident Management Connector enables IT staff to pre-empt major incidences, helping to reduce the reporting of such incidences by up to 35 percent; predict the probable causes and resolution times by 60 percent; and proactively identify end users that have been or could be impacted by the problems. With the new integration, first-level support staff are empowered to resolve issues without the need for costly and complex ticket escalations.
“Even in the most advanced organizations, end users lose more than 20 minutes of time each day because of computer issues, resulting in lost productivity for the business and lost credibility for IT,” said Samuele Gantner, VP Products, Nexthink. “Our new connector for ServiceNow addresses these challenges, providing not only complete visibility into endpoint devices, but also the ability to remediate issues with one click.”
Typically, when an incident is created within ServiceNow, it is associated with an end user and his or her endpoint device. Nexthink’s connector provides real-time performance, security metrics and configuration status details, providing complete visibility and the ability to remediate the issue in real time.
In addition to the availability of Nexthink Incident Management Connector, Nexthink offers a CMDB connector for ServiceNow. This integration automates change requests and incident management to proactively improve the user experience with Configuration Management Database (CMDB) updates.
“Our help desk customers are challenged with the need to be more process driven and efficient, while still putting the customer first and improving his/her experience, so it’s critical that they have quick and easy access to relevant information regarding impacted devices and the means to resolve them,” said Gantner. “With the integration provided by Nexthink Incident Management Connector, our customers will be able to not only automate the discovery of IT assets and relationships, but to also reduce call center tickets by taking instant remedial action in real time,” added Gantner.
Nexthink Incident Management Connector offers the following key features:
- Automatic Discovery of Device Information: Enables support agents and operations teams to immediately identify all endpoint devices used by the call center caller. Information, such as machine names, is easily accessible to speed up incident processing.
- Real-Time Device Scoring Dashboard: Enables IT to instantly pinpoint critical problems. The dashboard’s traffic light graphics provide instant visuals to help IT identify what is happening on affected endpoints and prioritize activities.
- Rapid Device Integration: Provides IT with all the information they need about a particular endpoint device for fast investigations in real time, directly from the Device Properties tab on the console. The information is customizable so that IT can determine what device properties it needs in order to take fast action.
- One-Click Remediation: After identifying specific problems related to end-user devices from a call center Level-One checklist, the solution enables support staff to automatically remediate directly from the console instantly.
Nexthink Incident Management Connector is available on the ServiceNow Store.
Nexthink provides digital experience management for the enterprise. Leading global companies know that satisfied employees generate more satisfied customers. With Nexthink, organizations can deliver consumer-grade experiences to their employees to increase satisfaction and productivity. Nexthink combines data collection, monitoring, analysis, remediation, intelligence and communication, to engage with employees and gather the right context for continuous optimization.
Nexthink is privately held with headquarters in Lausanne, Switzerland, and U.S. headquarters in Boston, Mass. Learn more at nexthink.com.
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