SERVICE MANAGEMENT, SMAAS, TOOLS-SECURITY
20 April

Behind the Front Lines: Extending End-User Perspective

When it comes to end-user analytics, companies are understandably focused on the front end: What can data tell IT pros and C-suite executives about how customers and employees interact with applications and services ? And while these metrics offer big value when it comes to projects like cloud adoption or the development of new in-house applications, this is just the tip of the iceberg; nine-tenths of perspective-changing data hide below the surface. The new Collector in Nexthink V6 is designed to maximize the value of end-user data — here’s how.

Beyond Monitoring

Server monitoring is old news. The new V6 Collector is designed to work seamlessly with any Windows server and desktop/laptop to fundamentally alter IT perspective. Consider the use of Citrix, Microsoft RDS and VMware app streaming to provide real-time user data, or true front- and back-end connectivity mapping which offers a clear picture of end-to-end user experiences with complete service information. The end result is a more agile ops department able to act on hard fact instead of vague assumptions and measurably improve user service delivery.

Out of the Shadows

Shadow IT — the unsanctioned use of technology services by employees — remains a critical problem for companies. Why? Because what can’t be measured can’t be managed, and shadow IT services typically fly below IT admin radar in the form of public cloud services or free apps downloaded on corporate-linked mobile devices. According to GCN, one effective way to help combat the spread of shadow IT is monitoring network and log files for unexpected ports and protocols. On paper this seems simple enough but in practice companies often discover the sheer number of network and mobile access points puts them at a severe disadvantage. Nexthink, meanwhile, is able to effectively monitor all potentially malicious Web and cloud access by end-users, immediately alerting IT to cybersecurity risks and allowing them to effectively control the spread of shadow IT.

Effective Outsourcing

This real-time analytics approach can also help your company measure both outsourcing efficacy and compliance. For example, users often delay the installation of updates or patches for fear that their favorite application will be fundamentally altered. Real-time, end-to-end monitoring lets you see which devices have been patched and which are still waiting. It’s also possible to measure SLA compliance by measuring compliance with agreement terms over time; this allows IT departments to not only claim any credits owed for downtime or other service failures but also improves company position when contracts are up for negotiation — hard data shows exactly where a service provider lived up to their end of the bargain and where they were unable to meet expectations.

End-user perspective is invaluable, only end-to-end metrics can reveal the whole story. Dig deeper and go farther with the new Nexthink Collector in V6 Platform and discover what’s really going on behind the front lines.