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Nexthink V5 Review for Proactive Problem Management

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This is part of a competitive review of software vendors who offer Proactive Problem Management capabilities as part of their IT service management (ITSM) solution.

Other products reviewed:

Commercial Summary – Nexthink V5 Review

Vendor Nexthink
Product Nexthink V5
Version reviewed 5.2
Date of version Release July 2014
Year Founded 2004
Customers +500
Pricing Structure Perpetual and subscription licences for both Nexthink Analytics Platform and Nexthink Analytics Modules. All priced per number of devices/endpoints.

Executive Summary

Elevator Pitch Nexthink V5 is an intelligent and attractive solution.Providing far more than proactive problem management, Nexthink delivers extensive analytics and intelligence capabilities in a user-focused manner.
Strengths
  • Ability to search in normal non-IT language (natural language, plain English, google-like experience)
  • Ability to compare objects and contextual situations in order to troubleshoot
  • Robust visual impact analysis
Weaknesses
  • No ticketing facility within the solution but has API and connectors to integrate with
Primary Market Focus Based on the information provided, Nexthink is primarily a large-market solution

Independent Review

nexthink-logoNexthink V5 is a highly sophisticated solution yet still manages to look clean and simple. In contrast to the other solutions reviewed within this group test Nexthink does not contain any ticketing functionality and is wholly an analytical tool. However, it does have the necessary API and connectors to integrate with ticketing tools to create proactive alerts and track actions taken upon its analytics.

Proactive problem management is provided by monitoring the end-user experience and reporting back on real-time events. Dependencies and relationships are recorded without the need to install additional monitoring tools.

Nexthink is about discovering what you don’t know by learning and detecting what is different to the norm. In a time when event notification overload can cause more harm than good, Nexthink uses context to ensure that only pertinent info is alerted…

i.e. If you leave your car unlocked a normal monitoring tool would send an alert regardless, however if you were parked within a locked garage Nexthink would be able to apply context to recognise that this is not alert worthy (or less critical).

My impression of the solution is that it would be suitable for all medium to large enterprise organisations of medium to high proactive problem management maturity.

I believe that this highly developed solution could provide organisations with the visibility and insight into not only proactive problem management but also big data generally by only collecting summary activity data and related issues rather impractically expecting IT departments to mine through everything or make decisions on what is, and what is not important.

General

User configuration possible for:

Forms

Tables

Workflows

Dashboards

N.B. every form and workflow can be customized through the admin module

  • Nexthink is a standalone analytics and intelligence solution which integrates with ticketing tools. It does not contain it’s own ticketing capabilities
  • Full integration toolkit. Data can be imported into and out of Nexthink in various ways to serve many different purposes. More info: http://www.nexthink.com/integration/
  • Templates and pre-filled forms and structure available for basic starting point from Nexthink library, a cloud based platform for collective intelligence
  • Web API
  • Existing standard integrations with Service Desk solutions such as LANDESK, ServiceNow, BMC Remedy, EasyVista and PMCS Helpline.

Identification

The integration of end-user IT analytics for incident and problem management is driven from the service desk. Nexthink helps align incidents and problems and enables the service desk to identify outage-problems in real-time and configuration-change-problems faster. In other words Nexthink can fast track incident to problem identification and help provide probable cause to solve problems and/or provide suitable workarounds before (further) incidents recur.

Nexthink’s internal technology assists in the identification of potential proactive problems via

Self-learning, topological relationships, base lining, benchmarking, statistics & heuristics.

Nexthink states that their solution, without configuration or definition of a potential problem can discover what’s in-use, understand the dependencies (process, devices, ports, services, server, cloud domain, etc.) and profile a baseline to further identify deviations e.g. connection is getting slower or failing for a specific group of users.

Information about the context of any identified proactive problem is displayed on Nexthink user interfaces (Finder and Portal). Portal is a web-based dashboard platform where specific widgets can be added to see the past, current and potential future impact of a change, a growing issue or an outage, including break-ups by departments, and type of problems (devices, network/infra, web requests, servers, etc.).

Nexthink specify that integration with network and server monitoring solutions is not necessary for their analytics to perform and deliver but welcome such integrations to create a full end-to-end visibility with both user-centric (outside-in) and server-centric (inside-out) visibility and analysis. They maintain that the solution is able to identify anomalies in data patterns resulting from configuration changes without the aid or knowledge of those changes and that it’s more efficient and effective to use the many diagnostic tools available within the solution to do root cause analysis.

Assessment and Alerting

Nexthink calculates an objective risk assesment via the end-user perspective. Their argument is that this positions users to compute an impact analysis from a business point of view because they will already have information such as the department, job role, location of affected users and are therefore using business language rather than IT speak i.e. you are not saying x router interface was flapping for 10min, dropping xxx packets, but rather 15 users from our Finance department attempted to use SAP without success for 10 minutes (while the 45 users from sales didn’t have any issues).

Nexthink also provides the ability to compute based on current activity, e.g. if we shut down these 10 servers now, 120 users currently connected to these servers with these 10 applications will suffer and this equals, based on each application business criticality, a business loss of £££. Based on feedback we receive from readers this functionality is highly sought after yet sadly lacking from many solutions. We believe that this functionality provides solid value to potential customers. Analytics provides the ability to push the concept of proactive problem management to preemptive and predictive.

Although there is no ticketing tool available within Nexthink, by analyzing all end-users’ activity collectively and centrally the solution is able to apply mechanisms and algorithms to understand if the problem is on the device, user, application, network/infrastructure or server side enabling the problem to be routed to the most appropriate group using the integration interface or finding the solution looking at the Nexthink Portal or Finder.

Implementation  

Tracking and management of the lifecycle of a proactive problem would have to be provided by an integration with a third party ticketing tool. However, new/updated information can be fed into the third party tool to notify about a situational change, i.e. the problem has increased in severity.

Auditing and Accountability

Nexthink gives the option to visually display an impending breach/breach of an SLA by colouring the issue yellow/red within the widget, building a history trends graph, triggering an alert or exporting context (what, when, where, what, how long, how badly) to a third party tool. Gives the context and impact of the breach (what, when, where, what, how long, how badly).

In Summary

Nexthink provides a comprehensive analytics and intelligence solution which provides far more than Proactive Problem Management capabilities. What’s more it provides them in a user-focused way which is quite different to the majority of other solutions on the market that are all data centre focused.

I believe that this solution would create huge value to any organisation looking for real-time end-user analytics.

In Their Own Words:

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 pro-actively monitors IT networks and reports on important end-user related events, such as changes in the IT infrastructure, application usage and bandwidth, error messages and crashes, as well as potential security risks, ensuring that the performance of IT services is recorded and uniquely visualized from the end-user perspective.

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