Aerospace and Security Corporation
Digital Experience Management (DEX)
Opportunity
Customer’s End User Experience was difficult to manage because of limited visibility. They did not have proactive capability to identify when users had problems and understand the impact to the end user unless reported.
High volumes of incidents were occurring, but most were not reported. The ability to identify the scope, probable cause and impact to the business was a challenge.
Visibility and accuracy of Configuration Items (CI’s) and assets was a challenge. The ability to make data driven decisions on the validity of an accurate CMDB is critical to IT spend, compliance and the overall business.
Solution
RL Canning implemented the Nexthink Digital Experience Platform (DEX) on 1,300 devices for a Proof of Value (POV). After a successful POV, the number of devices increased to 6,500 devices across 3 business units.
RL Canning provided an implementation and managed service to assist the customer in evaluating the findings, setting up reporting and dashboards, and trained the client end user support team on utilizing the tool.
The RL Canning Managed Service continuously monitored the platform for performance, issues, health and worked with the customer to create “Campaigns” and “Investigations” to continually provide additional insight to end user issues and resolve common problems.
Results
Nexthink was able to provide insights and data to pinpoint ongoing issues such as:
- Need for firmware upgrades for Smartcards to help with lockouts
- Multiple security agents installed causing application crashes
- Identified one user backing up large files daily causing performance issues for all users
- Identified system drivers causing crashes for executives. Was able to identify and resolve the issue without ever physically touching the executive’s device.
- Identified $650K cost savings for unused software installations (MS Project, MS Visio, etc.)