This course is designed to provide participants with practical knowledge of the Nexthink Digital Employee Experience (DEX) platform and its use in monitoring, analyzing, troubleshooting, and improving end-user IT experiences.
The course introduces the core Nexthink platform, endpoint visibility, device and application analytics, investigations, dashboards, employee experience insights, alerts, and remediation concepts. Participants will learn how Nexthink can help IT teams identify performance issues, understand their impact on users, investigate root causes, and take appropriate actions to improve endpoint health, application performance, and overall digital employee experience.
The training is suitable as a general Nexthink course for organizations that use or are preparing to implement Nexthink for IT operations, service desk, endpoint management, and Digital Employee Experience management.
Duration 3 Days – 21 hrs.
Objectives
- Understand the purpose and capabilities of the Nexthink platform.
- Explain the concept of Digital Employee Experience (DEX).
- Navigate the Nexthink platform and its major components.
- Understand how Nexthink collects and presents endpoint and employee experience data.
- Monitor device health, system performance, and application behavior.
- Analyze endpoint performance and user experience issues.
- Use investigations and filtering capabilities to identify affected users and devices.
- Interpret key metrics, scores, dashboards, and visualizations.
- Identify common causes of poor digital employee experience.
- Monitor application performance, stability, and usage.
- Understand alerts and proactive issue-detection concepts.
- Use Nexthink insights to support IT troubleshooting and root-cause analysis.
- Understand remote actions and remediation concepts.
- Apply Nexthink to common service desk and IT operations scenarios.
- Create and use dashboards and reports for operational monitoring.
- Apply Nexthink insights to support continuous improvement of IT services.
Target Audience
- Understand the purpose and capabilities of the Nexthink platform.
- Explain the concept of Digital Employee Experience (DEX).
- Navigate the Nexthink platform and its major components.
- Understand how Nexthink collects and presents endpoint and employee experience data.
- Monitor device health, system performance, and application behavior.
- Analyze endpoint performance and user experience issues.
- Use investigations and filtering capabilities to identify affected users and devices.
- Interpret key metrics, scores, dashboards, and visualizations.
- Identify common causes of poor digital employee experience.
- Monitor application performance, stability, and usage.
- Understand alerts and proactive issue-detection concepts.
- Use Nexthink insights to support IT troubleshooting and root-cause analysis.
- Understand remote actions and remediation concepts.
- Apply Nexthink to common service desk and IT operations scenarios.
- Create and use dashboards and reports for operational monitoring.
- Apply Nexthink insights to support continuous improvement of IT services.
Prerequisites
- Basic knowledge of IT infrastructure and enterprise IT environments.
- Basic understanding of Windows endpoints and desktop operating systems.
- Familiarity with common IT support and troubleshooting processes.
- Basic understanding of applications, networks, devices, and system performance.
- General knowledge of IT Service Management or service desk operations is helpful but not mandatory.
- Prior experience with Nexthink is not required.
Course Outline
Day 1 – Nexthink Fundamentals and Platform Navigation
Module 1: Introduction to Digital Employee Experience
- Understanding Digital Employee Experience (DEX)
- Traditional IT monitoring versus employee experience monitoring
- Importance of endpoint visibility
- Common Digital Employee Experience challenges
- Role of Nexthink in modern IT operations
- Proactive versus reactive IT support
Module 2: Introduction to Nexthink
- Overview of the Nexthink platform
- Key capabilities and common use cases
- Nexthink platform architecture overview
- Understanding endpoint data collection
- Devices, users, applications, and services
- Nexthink terminology and core concepts
- Understanding the flow of data within Nexthink
Module 3: Navigating the Nexthink Platform
- Nexthink interface overview
- Navigating major platform areas
- Working with views and information panels
- Searching for users and devices
- Understanding filters and data selection
- Viewing endpoint information
- Accessing relevant experience and performance information
Module 4: Understanding Devices and Endpoint Health
- Device inventory and endpoint visibility
- Device properties and configuration information
- Hardware and operating system information
- Endpoint health indicators
- CPU, memory, disk, and system performance
- Boot and login performance
- Device stability and reliability
- Identifying devices requiring attention
Module 5: Understanding Employee Experience
- Employee experience concepts in Nexthink
- Experience-related metrics and indicators
- Understanding experience scores
- Technical experience versus employee perception
- Identifying impacted users and user groups
- Recognizing patterns in poor employee experience
Day 2 – Investigation, Application Analysis and Troubleshooting
Module 6: Working with Investigations
- Introduction to investigations
- Exploring endpoint and user data
- Using filters and conditions
- Narrowing investigation results
- Identifying affected devices and users
- Comparing groups and populations
- Investigating trends and recurring issues
- Using investigations for IT troubleshooting
Module 7: Application Experience and Performance
- Understanding application monitoring
- Application usage and adoption
- Application performance indicators
- Application crashes and failures
- Application responsiveness
- Identifying problematic applications
- Comparing application experience across users and devices
- Supporting application troubleshooting with Nexthink data
Module 8: Connectivity and Digital Workplace Analysis
- Understanding connectivity-related experience
- Network and service dependencies
- Identifying connectivity-related symptoms
- Remote and hybrid workforce considerations
- Distinguishing endpoint, application, and connectivity problems
- Correlating technical issues with user experience
Module 9: Troubleshooting with Nexthink
- Structured troubleshooting using Nexthink data
- Identifying symptoms and affected populations
- Determining issue scope and business impact
- Analyzing endpoint performance
- Identifying recurring technical issues
- Root-cause investigation concepts
- Validating troubleshooting assumptions with data
- Supporting incident and problem management
Module 10: Alerts and Proactive Issue Detection
- Introduction to proactive monitoring
- Understanding alerts
- Identifying abnormal behavior
- Monitoring critical experience indicators
- Prioritizing issues based on impact
- Moving from reactive support to proactive IT operations
- Using Nexthink insights to reduce support incidents
Day 3 – Dashboards, Remediation and Operational Use
Module 11: Dashboards and Visualizations
- Understanding Nexthink dashboards
- Using dashboards for operational visibility
- Monitoring device and application health
- Tracking employee experience indicators
- Understanding trends and patterns
- Dashboard filtering and segmentation
- Presenting relevant information to IT stakeholders
- Using dashboards for management reporting
Module 12: Remote Actions and Remediation Concepts
- Introduction to Nexthink Remote Actions
- Common remediation scenarios
- Gathering information from endpoints
- Performing corrective actions
- Targeting devices and users
- Understanding execution results
- Operational considerations for remediation
- Permissions, governance, and security considerations
Module 13: Nexthink for Service Desk and IT Operations
- Supporting service desk investigations
- Improving first-level troubleshooting
- Validating reported user issues
- Identifying affected devices before escalation
- Supporting incident management
- Supporting problem management
- Proactive endpoint management
- Reducing repetitive support activities
- Improving mean time to resolution
Module 14: Digital Employee Experience Improvement
- Identifying experience improvement opportunities
- Prioritizing issues based on employee impact
- Establishing experience baselines
- Tracking improvements over time
- Using technical and experience data together
- Supporting Digital Workplace improvement initiatives
- Using Nexthink data for continuous service improvement
Module 15: Practical Nexthink Operational Scenarios
- Investigating a slow-performing endpoint
- Analyzing application crashes or poor performance
- Identifying groups of affected employees
- Investigating slow startup and login experience
- Analyzing recurring endpoint issues
- Using dashboards to monitor an IT environment
- Identifying opportunities for proactive remediation
- Applying Nexthink insights to service desk escalation
- Developing an operational approach for ongoing DEX monitoring
Module 16: Nexthink Best Practices and Course Wrap-Up
- Best practices for using Nexthink effectively
- Organizing investigations and dashboards
- Selecting meaningful experience indicators
- Maintaining operational visibility
- Using data to support IT decisions
- Common implementation and operational considerations
- Key concepts review
- Recommended next steps for applying Nexthink in the workplace
