Nexthink V5 DemoITSM – Users Impacted

Situation› It’s Wednesday morning› Last night the infrastructure team we worked hard on a proxy migration

• We have 3 proxies, one per main region (US, EU, ME)› The migration should be transparent for our users› How to know if anything is wrong for anyone following this migration?

• Across the entire organization worldwide using hundreds applications crossing our proxies

• Early enough to react fast to minimize our business impact• With immediate insight on the cause to avoid unnecessary escalation always costing

time and money• Without adding any heavy load to the team to configure specific monitoring probes or

log parsing scripts. If no issue is faced that would be wasted time, furthermore it’s very complex to put such analysis in place in advance and be sure to catch the unpredictable

• Visibility a user level as if something is going wrong it’s important to have the relationship between applications impacted and user role in our organization as well as from where the problem is experienced. With a packet trace this is tedious to recover and definitely not automatic and real-time

Solution› With Nexthink IT Analytics all the activities of all applications connecting to the

network (or not) are collected and automatically analyzed globally and per IT service as well as per location and business department.

› These analytics are running continuously without any specific configuration, for all users, all applications, all the time. And independently from any infrastructure change. So no need to do anything before or after our proxy migration. If something is wrong Nexthink will let you know.

› With Nexthink Portal our operation team has a Real-Time IT Analytics dashboard always on in the room on a large flat screen. Any yellow or red indicators will mean that users are currently experiencing issues with our most important business applications or our critical infrastructure services (DNS, Active Directory, Printing,…)

› Issues for our users coming whether from the network, the servers, the devices or the applications are consolidated in this single plane-of-glass view in Nexthink Portal allowing to quickly understand a particular situation. With Nexthink Finder we can drill-down into the details and in a few clicks we gather the necessary insight to take the most appropriate actions early enough to fix the problem quickly and avoid massive further business impact

Real-time Analytics in Portal

Drill-down to Details in Finder

Service Metrics by Location

Service Issue Identified

Baseline Deviation Cause

View Relationship in Web Activity

SAP Access Errors (red) and Success (blue)

All Errors Through EU Proxy

No HTTP Failure Through Other Proxies

Which Users Active in EU are Impacted ?

Let’s Drill-Down…

Oh! We Have Our CFO...

Let’s Reach Out Right Away

…With an Email