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Nexthink Infinity: Solving IT's Nightmare Scenario

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Summary

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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]

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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

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

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

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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