Nexthink V5 Demo

ITSM – Problem Avoidance

Situation

› › › › It’s Wednesday morning End-user computing team pushed last night a new version of our internal ERP application (developed internally) with SCCM 2012. The push was done to a first set of machines to validate the pre-prod tests before going for a wider deployment.

The migration should be transparent for our users as it’s only a bug fix release. How to know if anything is wrong for anyone following this update?

• • Ideally before users would start calling the helpdesk Early enough to react fast to minimize our business impact • Want to have visibility of every users facing the issue, not only from those who would report it

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 ERP application update. 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 the ERP application.

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 Integration with SCCM 2012 can allow a finding in Nexthink to be automatically exported as a collection (devices and users) for immediate action (install, uninstall, config change,…)

Already 15.2% of ERP Users Having Issues

Let’s Drill-Down into the Finder and understand they are facing application crashes

Crashes are the only cause for the service to be problematic at this time

Let’s search if this has anything to do with the new version of the ERP application

A google-like search is showing the 2 versions (binaries) with only the new one reporting crashes

Let’s understand from which devices

16 so far are having problem using the ERP application

Here is how you can drill-down even deeper into to crash events

As everything in Nexthink, it’s real-time and easily accessible with search and contextual drill-down or filters

Let’s roll-back this problematic version not only on those having used it but on all devices where it’s been deployed

We drill-down to all devices from the package that pushed the new version

And we have 45 devices so we can be proactive here rolling back even before the problem is experienced or reported

With SSCM 2012 Plug-in it’s an Automatic Task…

Credentials to Access SCCM

Connecting to SCCM…

Connected to the SCCM Database

Create a New Collection or Insert Devices into an Existing one

My new Collection

Creating the Collection with the Device List from the Finder

And Here it is in SCCM Ready for the Roll-Back Task!