Nexthink Incident Management Connector Released
January 11, 2018
Share this

Nexthink announced Nexthink Incident Management Connector, a connector to the Now Platform, 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 now.

Share this

The Latest

May 21, 2020

As cloud computing continues to grow, tech pros say they are increasingly prioritizing areas like hybrid infrastructure management, application performance management (APM), and security management to optimize delivery for the organizations they serve, according to ...

May 20, 2020

Businesses see digital experience as a growing priority and a key to their success, with execution requiring a more integrated approach across development, IT and business users, according to Digital Experiences: Where the Industry Stands ...

May 19, 2020

Fully 90% of those who use observability tooling say those tools are important to their team's software development success, including 39% who say observability tools are very important ...

May 18, 2020

As our production application systems continuously increase in complexity, the challenges of understanding, debugging, and improving them keep growing by orders of magnitude. The practice of Observability addresses both the social and the technological challenges of wrangling complexity and working toward achieving production excellence. New research shows how observable systems and practices are changing the APM landscape ...

May 14, 2020
Digital technologies have enveloped our lives like never before. Be it on the personal or professional front, we have become dependent on the accurate functioning of digital devices and the software running them. The performance of the software is critical in running the components and levers of the new digital ecosystem. And to ensure our digital ecosystem delivers the required outcomes, a robust performance testing strategy should be instituted ...
May 13, 2020

The enforced change to working from home (WFH) has had a massive impact on businesses, not just in the way they manage their employees and IT systems. As the COVID-19 pandemic progresses, enterprise IT teams are looking to answer key questions such as: Which applications have become more critical for working from home? ...

May 12, 2020

In ancient times — February 2020 — EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. The future arrived with a bang as IT organizations turbo-pivoted to deliver and support unprecedented levels and types of services to a global workplace suddenly working from home ...

May 11, 2020

The Internet of Things (IoT) is changing the world. From augmented reality advanced analytics to new consumer solutions, IoT and the cloud are together redefining both how we work and how we engage with our audiences. They are changing how we live, as well ...

May 07, 2020

Despite IT professionals' confidence in their ability to support today's much greater dependence on digital services, there is a rise in application performance errors reported by more than half of consumers, according to the Impact of COVID-19 on Digital Transformation survey from xMatters ...

May 06, 2020

The new normal includes not only periodic recurrences of Covid-19 outbreaks but also the periodic emergence of new global pandemics. This means putting in place at least three layers of digital business continuity practice ...