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Summary
Core Theme
Nextthink Infinity aims to solve the "nightmare scenario" for IT departments by providing a complete, unified understanding of the digital employee experience, enabling proactive issue detection, diagnosis, and resolution across all devices, applications, and networks.
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[Music] [Applause]
[Applause] [Music]
hello everyone thank you for joining
today's webinar next think Infinity
solving it's nightmare scenario it's a
pleasure to see so many of you joining
today welcome
um to begin I'd like to say
um I'm Andy philp I'm part of the
product marketing team here at next Inc
and I'm also juggling by uh Doug hi Doug
hey Andy good to see you
so in this session what we want to cover
is really around the founding principles
of nexting which is really around this
core principle but the most important challenge
challenge
um the most important customer of it of
course is the employee but every
organization we speak to has the same
challenge which is in order to deliver
that optimal digital workplace IIT needs
a truly complete understanding of the
digital experience that's delivered to
every single employee so
next thing we understand that existing
tools don't give I.T the visibility
that's needed although these tools are
important they typically focus on
understanding the performance and the
availability of only a small component
of what makes up the complete digital
experience for any given user for any
given time and of course this changes
based on the context of the way in which
someone is working
and this ever increasing complexity of
the tools that are used to deliver
digital workplace Technologies is
leaving it teams blind to the number of
increasing issues that adversely
affecting employees when all of these
things come together
client management tools are great at
delivering applications and patches but
they don't really understand how
employees are trying to access Business
Services infrastructure monitoring tools
they focus on infrastructure inwards and
servers and typically the performance
and the availability but they can't tell
if an employee is sitting at home or in
the Office unable to connect to a
service because of a setting that's
wrong on their device
web hosted applications for example
application Performance Management tools
are great at going inside the
composition of the application inside
the code but they have no real concept
of how this is being delivered to users
in their browser on the device is it
working is it performant does it solve
the problem and the reality is that the
boundaries between all of these tools
are opaque they're walled Gardens and
even if the data is combined they still
lack the perspective that really matters
which is what the employee is actually facing
facing
and with employees and not necessarily
using corporate networks anymore and
increasingly applications devices and
infrastructure are moving to the cloud
visibility is reducing and the efficacy
and the relevancy of those traditional
tools is being diminished and ultimately
this leads to issues being passed
between teams
misdiagnosed and unresolved issues are
on on the up disenfranchise users
dissatisfied users overloaded service
desks and it's in the middle of it all
and it's compounding and it's getting
worse and this is this nightmare
scenario that we're seeing for it which
is how to get out from under all of this
so this is what we've always been trying
to solve here at next think since day
one is to provide it teams with that
single pane of glass that helps them
understand all of the time what
employers are using what they need what
instance they're facing and whether they
report them or not and this needs to be
understood for all employees all
Computing environments all applications
all networks and set in the context of
how these relate to digital experience
and the reality is if there's not a
complete and truly related visibility
related being a key word here and the
change is done and it's not done very
well any transformation project is
potentially at risk
and this is key to getting around this
is to drive a successful digital
workplace and it's not possible we think
without a solution that can decipher
digital experience of all employees all
the time across everything
so really at its heart next thing
Infinity souls for three underlying
challenges to mitigate that nightmare
scenario that I talked about
firstly seeing digital employee
experience issues as they begin to
affect employees but before they become
I.T problems across all of those silos
that I was talking about
diagnosing the context scope and impact
of issues
to accelerate issue ownership and
troubleshooting and then finally we're
appropriate to fix them and fix anything
very quickly minimizing the disruption
so taking a quick look about how
Infinity works at a very high level data
inputs are collected continuously from
devices with an ultralight weight
collector and we have connectors that
collect to relevant third party systems
bringing Telemetry in continuously and
in real time and whilst that happens we
are constantly looking to see all the
devices all of the apps all of the
connections in real time discovering
issues as they emerge and begin to
affect employees
with issues we identify the context the
scope and the impact of the issues to
accelerate troubleshooting and issue
ownership and we automate everything and
fix anything with very powerful
remediations that deliver fixes in
seconds at scale instantly automatically
behind the scenes or very powerfully
when the user decides
while this is happening data exports
bring next things intelligence to
external systems that need it to provide
the context that matters into systems
that don't have it
and while all of this has happened
Infinity is continuously analyzing
everything spotting patterns
benchmarking enabling the strategy to
inform the wider deck strategy and to
make sure transformation projects are successful
successful
so Infinities really designed to close
the loop on continuous digital employee
experience management enabling it to
focus on seeing diagnosing and fixing
the most impactful issues that employees
are facing
so we're really Keen to show off some of
the great capabilities that we have in
infinity and to do that we're going to
pass over to Doug he's going to run
through a live demonstration of how all
this comes together I hope to you Doug
appreciate that Andy thank you for
setting the stage so well for us
um so what we're going to look at today
is just one of the many different ways
that the next think platform the
infinity platform can help uh
organizations to uh to see diagnose and
fix problems
um as you outlined a few minutes ago
organizations really struggle at times
to resolve problems that are most
meaningful to the business
teams try and prioritize based on user
impact but they're often inundated with
service desk tickets
lacking the context at times to truly
understand the problems that are coming
across their kind of inbound queue and
that can cause a vicious cycle right as
i-team teams fall behind sometimes
employee frustration grows and that
leads to fewer problems getting reported
which gives the uh it team less
information about what's going on
only next thing can intelligently notify
it teams of the problems that employees
are facing across every workspace every connection
connection
in every application long before any
tickets are raised closing the loop by
offering resolutions that can be
automated or offered to employees
so imagine for now that I work at uh the
service desk
and although I've been in firefight mode
since I started my my company recently
invested in next thing to give me the
tools that I need to get the visibility
to get ahead of that Blaze
so I'm going to start my day today with
an alert and that might be an alert that
came across as an email from the next
think platform
or next thing may have initiated an
incident by way of a web hook based on
thresholds that we've set up or maybe I
start my day by reviewing the alerts
page so that I can get a sense of where
trouble is brewing across the organization
organization
so taking a look here I can see that in
the last 48 hours uh there have been a
significant spike in alerts that have
appeared on the on the dashboard here
telling me that we've got some issue
that's starting to catch hold something
that's blowing up and as I look over the
top of the list here I can see things
like an application here crowdstrike
which I know is critical to our security
perspective uh has been causing problems
or has been crashing repeatedly just
within the last hour or so across a
number of workstations
now I can take that information and I
can start to drill down into it by
looking at the one of the workstations
where one of these problems was reported
on the workstation view I'm going to see
some of the inventory data that next
thing has collected for this workstation
right I don't have to go out and call or
interrogate the user to understand
things like the model the OS that's been
deployed the resources that are present
on that workstation
you can see what user's been affected
but I've also got a very unique view of
what's happening on that workstation by
looking at next things timeline view
device view is taking all of the
Telemetry hundreds and hundreds of data
points that we're getting in real time
from those endpoints
and correlating them putting them on a
timeline so that you can easily see how
the different events the different data
points that we're collecting fit
together to give you a more complete
picture of what's happening on that workstation
workstation
some of the information here if I'm new
to next think I might need some guidance
uh in which case I've always got
documentation close at hand if I want to
just get a quick refresher about what
I'm looking at on this page where if I
want to go into more detailed online
documentation or even connect to next
things online learning platform to do a
full-on uh you know tutorial view of of
the page that I'm looking at
but on this page I'm seeing first of all
the last day's worth of data but I've
got 30 days worth of History
at this detail level that I can scroll
back if I need to if I want to rewind
time and look for the beginning of a
particular pattern
situation where uh write a combination
of conditions may be started to indicate
where the problem is is beginning
all the details that I have on here help
me to understand things like the
resources that are being consumed on
that workstation at any point in time
and I can see how those resources are
being consumed by what applications and
processes if it's CPU if it's memory
see things like system drive space even
network connectivity right throughout
time so that I've got all of the
information that I need to really paint
a complete picture about what's
happening with this workstation again
throughout this user's day
other events that are being captured
here are things like when was the
systems restarted when did a user log in
when did packages or applications get
deployed to it or security fixes
how are the applications that are on
this workstation getting used throughout
the day what collaboration tools are
being engaged right all of this again
just paints a completer picture for me
of what's happening with this
workstation so that I can see how those
individual pieces correlate to give me a
better idea about what's happening with
this workstation
now up here near the top I can see that
this is one of the workstations that
contributed to that alert right they
caught my attention at the beginning of
the day and just below that I can see a
number of errors that have been captured
if I want to I take a closer look at
those particular errors then of course
I'm going to click into them which is
going to give me more information about
what's happening where that problem
began now I can see here from this
single workstation that I've got a
binary it's a the crowdstrike agent that
has been crashing on this Workstation
but maybe at the moment my lens is a
little bit too focused right looking at
this one workstation doesn't necessarily
give me in this particular case enough
information to understand exactly why
this application's crashing I don't see
any other correlating events on this
particular type line to help me
understand it so I might want to
leverage one of the next things
diagnostic engines I'm going to take a
look at what
next thing can tell me about this
particular application not just for this
workstation but across the entire Enterprise
Enterprise
all right the next thing Diagnostics AI
is essentially in the background all the
time whether you're awake or whether
you're asleep it's correlating the
different data points that are going on
on this Diagnostics page what I'm going
to see is things like
how many devices are being impacted by
this particular event
I can see how the instances of this
are are we increasing in frequency
is this something that just spiked and
then went away or is it something that
continues to build and is going to need
some attention
I can see things like how our company
benchmarks against all of the different
clients that are out there
right next thing is able to look across
the entire platform to help spot Trends
and events that might be impacting just
your organization
versus other organizations out there
that might tell you something about
whether this is a problem with your
particular Enterprise or whether it's
something that exists outside your four
walls which might suggest that it's a
problem that the vendor is working on
something like a you know a zero day
flaw that has just been exploited
in this case I can see it looks like our
company is experiencing a much higher
incidence of this particular problem
than the rest of the world so it does
seem to be a problem within our organization
organization
well how specific is it within our
organization I might need to understand
things like is it occurring at a
particular region or a particular
location right with all of the data that
I have available and next thing I can
drill down to whatever level is
necessary so that I can understand where
this problem is occurring who it's
occurring to and what other information
might help me to troubleshoot
but speaking of troubleshooting right
that's one of the things that the next
thing Diagnostics AI is doing in the
background at all time it's it's testing
out theories about what might be
happening with this particular situation
if this is an application crash then
what we're doing is looking at aspects
of the problem that might be commonly
associated with the problem is there a
particular OS that this seems to be more
prevalent with is this a problem with a
particular model and in this case
although that may be the issue what
we've surfaced at the top of this list
is that there's a strong correlation
between a particular version of this
application right there's a specific
binary version that's deployed within
our Enterprise which accounts for almost
all of the crashes that we're seeing
over the last you know time period
so what that tells me is that there's
not only a clear correlation with a
problem with this particular version but
you can also see other versions that we
have within the Enterprise that maybe
are more stable that are not
experiencing this particular problem in
fact right here I can see there's a
newer version of this application binary
which is not experiencing the kind of
Crash Ratio or frequency that the one
that seems to be a problem is
given that information I've got a pretty
clear idea that I've diagnosed this
problem right I've seen that there was
an issue the alerts told me that there
was a problem the Diagnostics page has
helped me to understand the core issue
and it suggests a fix
what is it that I'm going to do to
resolve this problem well clearly I need
to deploy the newer stable version of
the crowdstrike application to our
Enterprise in order to Tamp down the
instances of this crash occurring
well that's great how do I do that I could
could
traditionally send somebody out to the
workstations to do a deployment or maybe
I queue something up in our you know
package management system but next thing
also has the list of all of the
workstations that were impacted by this
particular event so not only do you not
need to just do a broadcast update but I
can specifically Target those users now
I might do that for one user I might do
it for a test bed I may do it for a
whole 115 set of users that are impacted
by this event
right by selecting them I'm targeting
the update to the specific workstations
that need
the installation of the updated package
by executing this across all of those devices
devices
I can speed the Enterprise on to getting
back to a productive State without all
of the crashes interrupting day-to-day
operations right as simple as just
saying these are the workstations that I
want to deploy this to going ahead and
deploying it
now that's one way that I can
unilaterally deploy and update in order
to fix a problem that we've diagnosed we
may see opportunities to do something
like this with a security agent right
where a unilateral fix may make sense
there may be other times when deploying
an update might require us to Engage The
End user in order to understand whether
now is a good time to deploy that update
to replace a piece of software right
that may be common with things like
applications that are used for
collaboration that are used for
communications things that we don't want
to necessarily interrupt a user with in
the middle of their day in which case
the next thing engage campaign can be
used to ask the user is now a good time
for us to deploy the software to you
right engage can provide you with that
two-way interface first of all to get
input for things like
is now a good time for us to replace the
software for you but also to ask the
user for information about how is their
I.T service working for them to get
their their sentiment included in the
overall picture of how is our I.T
resource working for our employees right
and that allows you to do things like
set up The Branding you can identify
who's sending the message so that it
builds trust in your I.T department and
all of these right allow you to to craft
very specific very targeted messages so
that you can quickly send that message
out to the people in the organization
that need to get it you can ask them the
quick question that's going to give you
the information that you need
and then based on those results The Next
Step can be automatically handled in
this case right we're asking this user
what time would you like to receive this
update and they may say hey before I get
to work or maybe during my lunch break
would be a good time for this deployment
that's not going to impact me that much
to do it during those times
right and just by answering that quick
question right one simple question just
give me a time or a couple of times that
would be good we've engaged the user
we've told them that we're aware of the
problem that we have a fix for it and
that we're going to go ahead and deploy
it according to their preferences
now all of that information right is
going out to uh to provide your it team
with the visibility to understand where
they can spend their time most
effectively right to help the
organization at the broadest sense and
now that I've handled that issue
you know I can go back to the alerts page
page
I can start my day here every day or
after lunch now that I've handled that
issue I can refresh this page next thing
is going to provide me with a new
stacked list of the issues that are
causing the biggest impact to the
organization so I always know
where I can invest my time to have the
best results for the organization so
that I can make the the most good happen
for our employees and for the overall
organization as a whole
but that's my view as a member of the it
organization into how next thing can
help me
but I know of course next thing can do
uh you know a ton of different things
for the organization not everybody is on
the help desk like me I may have
um others in the organization that would
like to get a more Enterprise view
things like my uh Executives may need a
more broad high altitude view of what's
happening in the organization
so as we wrap up here I'll just take a
quick look at the experience Central
page right where we pull together and
summarize a lot of the data that I've
been talking about on the individual
sense into that broader view of the organization
organization
experience Central is going to give me
some visibility into things like how our
score our users experience of the I.T
services that we're providing has
changed over time so I can see whether
it's trending in the right direction or
not it's going to give me summary level
information about the number of
employees impacted by negative events
and even calculate things like how much
time is being invested or wasted in
those problem areas
that information can give me technical
information about particular
applications environments endpoint
resource constraints our collaboration
tools right all of that is giving me
visibility over time into how those
resources are performing from a
technical operational standpoint but as
I mentioned those engage campaigns can
also give me sentiment data so by asking
employees with quick targeted surveys
how they're feeling about their I.T
Services then they can give me feedback
that also marries that operational data
with experience data so that I've got a
more complete picture about how
employees are feeling as they engage
with their I.T resources through the day
right this information gives me the
ability to see things like what
potential score improvements uh we could
get by targeting particular areas that
are maybe not performing well right now
or uh seeing things like time loss per
week or employee counts with issues
right gives me a good summary level
information so at the executive level
I've got some visibility into what's happening
so I think that's about what we have
time for today Andy
um I think it's uh it's time to get uh
to get you back on the mic
thank you very much and that's fantastic demo
demo
um yeah I mean we've been looking at
Infinity now for a long time and seeing
an action it's fantastic and by the way
that is just a very brief small snippet
of some of the things that Infinity can
do just to reiterate we saw real-time
alerting cutting through the the noise
and the silos to find patterns in issues
affecting employee experience providing
the early warning sign we saw AI powered
issue-centric Diagnostics the impact and
scope and context and correlation to
potential fixes for application versions
build versions operating system versions
and we saw this incredible ability where
appropriate that we can fix issues in
real time at scale to all impacted employees
employees
automatically in the background and of
course Very impactfully when the
employee decides to minimize the
negative disruption on their day and
again this is just the very beginning of
what the infinity platform is capable of um
um
we don't have time to go talk about it
today but in our platform we very much
want to address many other use cases so
we have various expansion products that
sit on top of our base platform
application experience is a product you
may be aware of already 360 degree very
comprehensive view of all applications
when it goes into SAS applications being
able to look at the back end the network
the client understand how web
applications are being delivered and
adopted and their performance and if
people are happy with them is absolutely
game changing Employee Engagement you've
seen a bit of that already as well as
unlocking the ability for people to
self-serve and decide when fix is
deployed there's also the ability to
collect sentiment to understand what
they really need to make their day
better so they Thrive through technology
and of course collaboration experience
where many of us are very reliant on
tools like teams and zoom so being able
to have extremely good deep
comprehensive analysis of the experience
delivered by these tools and then
surfacing it through alerting
Diagnostics and device you and all of
these base platform capabilities that
you've just seen again is a game changer
we continue and next thing to go from
strength to strength um this has been
the culmination of many years of work
it's a proud moment for the company and
we continue to
um push the envelope on what's possible
um we'd like you to provide more
information so if you want to know more
information about the platform go to
nextthink.com forward slash platform
um if you want to know more information
get in touch with us and have a more of
a personalized demonstration again go to
the next thing.com forward slash demo
but of course we'd love to meet you in
person and we have a number of events
running in October called experience
everywhere they are back uh if you're in
Paris London Frankfurt or New York
please uh we encourage you uh register
for these events come and see us and
come talk to us about infinity and the
way that we can help you um
um
we hope this session has been very
informative there's been a number of
questions that have come through
we have a few minutes left um I want to
be respectful of time so I've seen a few
ones that we haven't answered through
the Q a uh Doug I'm going to bring you
in on a couple of them but the first one
is we mentioned alerts how are these set
up uh well the the great thing about
Infinity is all of that Telemetry that's
coming in
um basically is available at the
fingertips of the administrator you can
create alerts on any of this
intelligence now where do you start so
what we will do with infinity is provide
built-in alerting for the most common
and pervasive issues that we're seeing
in our customers to get you started
again think about across all of those
silos when they come together in front
of the user that's what we want to be
alerting on and getting ahead of issues
of course these can be customized and
any of these can be created and we have
a very rich and expressive simple
language allows you to interrogate all
of the data that's available in the
platform in real time very very powerful um
um
Doug uh quick question
um I see one here how many endpoints
does infinity support it's kind of
scalability question so yeah actually
I'm glad that we got that question
because it allows me to talk about
something that's that's not so visible
at the front end which is the tremendous
uh you know scale and capacity that the
next Infinity platform so for any
customer uh we can support up to a
million endpoints uh with no problem and
of course that's across all of the uh
the customers that we have on the
infinity platform so
yeah and I think another kind of a
couple of questions about this um maybe
there's some existing customers on but
can we expect kind of more features and
content in the future so um what we've
before I dug you past you have been what
we've shown today is just a very very
bad the core problem that we solve with
our platform but there is so much more
out there so
um more features what else is available though
though
yeah well uh certainly uh you know watch
this space right more is going to be
coming on a regular Cadence uh for those
customers that already know uh we have a
five-week release Cadence uh so there
are releases with additional features
and capabilities coming out uh every
five weeks or so now some of those uh
releases like uh this one is pretty
large and has a lot of you know
significant features some of them are
going to be uh you know smaller in scope
but that regular five-week Cadence will
keep new content and capabilities coming
on a regular basis
and exactly and again we have a library
which we expose will be exposing through
the product to use uh which helps you
answer specific use cases uh going
forward so Windows 11 migrations all
those kind of things uh we can then add
value in as well and that's
traditionally what we've been doing with
next thing for many years
um I think one more question there's a
couple of ones around uh is this
available on premises so this is a cloud
only product
um so no this this is not something on
premises all you need to be able to
access all of that amazing uh
functionality that I've shown is a
browser and we do all the heavy lifting
for you on our Cloud platform it's a SAS
service so
um I've seen lots of questions and uh
some people here are answering by the Q
a chat so with that I think we are a few
minutes over
again I want to say thank you to
everyone as the response has been uh
amazing to Infinity it's only the
beginning we've shown you a sneak peek
of what the capabilities are we intend
to uh keep uh improving and pulling away
from our competition and in the category
that we created so um it's been an
immense privilege to present to you guys
and with that I want to say thank you
and from everyone here at next think
have a fantastic day thank you yeah
appreciate it thanks all Andy and uh
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