//////////////////////////////////////////////////////////
gathering all the necessary information to
come up with a score to understand if they
are satisfied.
We manage the most valuable elements
of any organisation in the world, which is
basically the end-user and the data. So,
they are the most valuable assets, not
anything else, not the servers, not the
storage, not the routers, it’s the user who
is using the infrastructure and the data
that he is generating or using within the
organisation itself.
So we are there, looking after the data,
looking after the end-user, to make sure that
the user is connected to the right server at
the right time. We share this information,
even the sensitive information of the user
himself in real time so we can take the right
decision on the spot. We will not wait for the
end-user to complain about something, and
then later on find a solution. We work in a
proactive way instead of firefighting.
So what you are really doing is
enhancing business efficiency?
Absolutely because what is happening with
companies that do not use Nexthink is that
they wait for the users to complain and
usually they will not complain. They will try to
figure it out themselves, because when you
look to the Millennials they are coming from
technology backgrounds, so they will believe
that they are much smarter than IT. They
will not waste their time, opening the tickets,
waiting for the IT team to sort it out for
them. They will try to sort it out themselves
and the easiest solution is to reboot.
“
IT INVESTS A LOT
IN THE BACK-END
INFRASTRUCTURE
BUT THEY DON’T
KNOW ABOUT THE
EXPERIENCE OF
THE END-USER.
Maged Eid, Area VP – META, Nexthink
And it might be a solution, because it’s
an instant relief for certain issues, but it
doesn’t reach out to the root cause itself.
This is something we do as well so we detect
exactly what is happening, which user is
using which application, which port, which
server. We measure more than 800 metrics
to understand exactly what is happening
around the user and the services.
Moreover, we introduced two modules,
one of them called Acts, which can take
automatic actions for certain scenarios.
For example, if there is a case happening
with one of the users like a performance
issue Nexthink will detect that this machine
or user or service is running in a low
performance mode. We will open the ticket
automatically. We will send an alert to the
team, we will put out the information about
the main reason for the issue.
In many cases we tell IT what the issue is, for
example, wrong configuration or connection
to the wrong code or compliance issue.
Then we can fix it automatically without any
intervention from IT. Once it’s fixed, we close
the tickets, and it’s done.
Moreover, the other module which is Engage,
sees us engaging with the end-user. So we
will inform the user that we knew that they
experienced a performance issue. We will
tell them: ‘The problem has been sorted out,
please acknowledge or rate your experience
with IT.’ This gives us the opportunity to
make the end-user part of the decision-
making cycle. Because if this does not
happen end-users will come back later on
saying ‘I don’t like the new technology, it’s
INTELLIGENTCIO
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