The mobile games studio tips the balance of the IT battle in its favor by proactively resolving issues before they occur and improving end-user experience
London, 13 November, 2018 – Nexthink, a leader in digital employee experience management software for enterprises, today announced that SEGA HARDlight, a leading mobile games studio, uses Nexthink to eliminate issues caused by “ghost IT”. End-users previously would attempt to resolve issues themselves before reporting them to IT resulting in crashing applications, reduced disk space, loss of data and complete computer failure.
According to Robert Half, 22 minutes of employee productivity are lost every day due to IT issues. This adds up to over 2 weeks of productivity loss per employee per year; the equivalent of one full-time person in every 25 employees. Faced with the issue of ghost IT, organizations also need to consider additional risks. Research from Gartner shows ghost IT represents 30 to 40 percent of IT spending in large enterprises. Equally worrying, Gartner predicts that by 2020 a third of successful cyber attacks experienced by enterprises will be because of ghost IT.
With Nexthink, SEGA HARDlight has increased visibility of its IT environment through end-user insights and data visualization. The Nexthink platform is enabling SEGA HARDlight’s IT team to regain control of what is happening across its end-user services and when, and to move away from a reactive model, where IT was firefighting and sometimes did not have tools to be able to locate an issue, to a proactive, user-centric approach.
“We had inconsistences across our real estate which created a much wider problem, where what should have taken IT five minutes to resolve took hours,” said Daniel Darnbrough, IT Manager, SEGA HARDlight. “We didn’t know what software was running across the network. As a result, we were over licensed, and had an exceedingly large amount of executions taking place at the same time. This led to application and server slowness, and to our users experiencing login delays. Nexthink was the only tool that was able to give us the insight and visualizations we needed to reduce first line support issues and to proactively resolve them before they become apparent to our users.”
SEGA HARDlight is implementing the use of Nexthink Act, which provides IT with the ability to take immediate action in order to resolve any incidents within seconds. Additionally, the Nexthink Engage module allows IT to engage in conversations with users when they are experiencing an issue, so as to gather unique contextual feedback, and send targeted notifications in real time to quickly resolve issues. SEGA HARDlight’s IT team is now able to automate menial tasks, and can focus their attention on more strategic projects.
Darnbrough added: “With Nexthink, it’s ‘game over’ for ghost IT. Now, rather than keeping issues to themselves, users will come to us to us for help. We now have the ability to detect slowness in a system and to provide a solution, be it through the need for new hardware, or through resolving the root cause of a software issue. We are now able to provide the best possible support for our studio, and IT has now become key to ensuring users have an enjoyable experience.”
Nexthink is a global leader in digital experience management. Our product allows enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experience. Through a unique combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams meet the needs of the modern digital workplace. www.nexthink.com
About SEGA HARDlight
Based in the UK and founded in 2012, HARDlight is an internal development studio owned by SEGA Games Co., Ltd. Composed of a small, dedicated team with drive, passion and creativity, HARDlight focuses on making high-quality games for mobile devices as well as offering support for other SEGA R&D departments. HARDlight is behind a number of critically acclaimed games on mobile platforms such as Sonic Forces, Sonic Dash, Sonic Dash 2: Sonic Boom™ and Crazy Taxi: City Rush. For more information please visit: www.SEGAHARDlight.com