Nexthink
End-user IT Analytics
du improves IT operations using Nexthink’s End-user IT Analytics
“Nexthink helps du to easily monitor outsourcer performance through KPIs and improve IT cost optimization. With Nexthink we are able to translate the technical impact into a business impact, which brings many benefits when it comes to decision-making.” Yasser Fouad, Director of IT Enterprise Support at du
du selected Nexthink to improve the level of IT governance and control over its environment through increased visibility of its disparate locations and offshore sites and more effectively manage IT operations. du was looking for a powerful solution to perform detailed analyses and investigations in real-time from the end-user perspective.
• Nexthink helps du implement a cost effective IT operations strategy to deliver higher levels of end-user satisfaction and productivity, • Real-time dashboards and alerts provide a status of du’s entire IT environment to ensure compliance and IT policies are enforced at remote sites, • du is now able to proactively manage its IT infrastructure and align IT spending with business priorities.
See your IT infrastructure as never before
www.nexthink.com
End-user IT Analytics About du Founded in 2006, du is an integrated telecom service provider based in the UAE, dedicated to offering customers the best in choice, quality, innovation and pricing. du provides fixed and mobile telephony, broadband connectivity and IPTV services to more than 5.96 million people and over 50,000 businesses. du strives to consistently deliver value to its customers, business partners, shareholders and the community. To maintain its strong performance and position the company for success in a continually evolving telecommunications market, du focuses on efficiency and value creation to ensure a superior customer experience. A rapidly growing enterprise, du has more than 50 retail outlets and a team of over 2,000 committed professionals working to enhance and expand its range of service offerings in order to delight its customers. du’s staff works together towards making its collective vision a reality.
Business Challenge To satisfy its customers in a highly competitive market, du must react dynamically to changes in a fast, efficient manner and continually launch new products and services that are flexible and easy to use. du’s disparate infrastructure comprised of branch offices, retail outlets and offshore call centers includes more than 5,000 end-user workstations. du needed to improve the level of IT governance and control over its environment through increased visibility of its disparate locations and offshore sites and implement a solution to more effectively manage IT operations. du was looking for a powerful tool to perform detailed analyses and investigations in real-time to monitor its infrastructure from the end-user perspective.
See your IT infrastructure as never before
www.nexthink.com
End-user IT Analytics
Before deploying Nexthink, du managed its IT operations in a reactive, firefighting mode. Other than end-user feedback of unsatisfactory performance or frustration as a result of applications not responding, du’s team had challenges to accurately diagnose what was happening when issues were reported. The lack of real-time visibility meant that resolution times were impacted as issues were often incorrectly dispatched to IT groups (i.e. the application support or network teams), without prior analysis or investigation. This issue was especially prevalent at du’s call centers located in offshore sites with over 500 workstations outside of du’s network. Regular quarterly visits to remote call center locations were necessary, making IT audits and problem resolutions complex and costly.
Choosing Nexthink After a thorough technical evaluation of leading industry vendors, du saw that Nexthink was able to quickly deliver a solution that could meet its requirements and help implement a cost effective IT operations strategy to deliver higher levels of end-user satisfaction and productivity. Installed in less than one month, Nexthink seamlessly integrates with du’s existing IT tools and maps all the IT services and applications delivered to du’s end-users. Nexthink’s real-time reporting, alerts and investigations provide full visibility on du’s service availability and business critical applications from the end-user perspective. These powerful end-user IT analytics from Nexthink enable du’s IT team to present accurate information to management about its infrastructure, internal processes and security compliance.
“Nexthink is the bridge that takes du from a reactive to a proactive mode of working. It is a unique solution that gives IT departments the power to proactively diagnose and fix issues before end-users are impacted. With Nexthink we can truly see our IT infrastructure in real-time as never before, which is critical to our competitiveness in the telecommunications industry.” Yasser Fouad, Director of IT Enterprise Support at du
See your IT infrastructure as never before
www.nexthink.com
End-user IT Analytics When incidents are reported, Nexthink gives du’s IT team more power to understand what is happening and provide the right level of assistance. Nexthink's unique combination of real-time monitoring, analytics and visualization can quickly and easily identify patterns, capacity issues and the root cause of disruptions to du’s end-users. With a few clicks, Nexthink enables du to easily drill down and investigate issues to determine the root cause and respond appropriately.
“Using Nexthink, we were able to detect that remote sites were using du’s proxy to receive antivirus updates, which should have be done from their infrastructure. This lead to nearly 30% savings on international bandwidth costs.” Yasser Fouad, Director of IT Enterprise Support at du
Benefits One of the key benefits for du is increased operational efficiency, as Nexthink eliminates the need for regular time consuming and costly on-site visits with disparate teams. With Nexthink du uses a set of real-time dashboards and alerts to easily get a status of its entire IT environment including its remote workstations, to ensure compliance and highlight whether standard IT policies are enforced at remote sites. Nexthink instantly shows du if there is an issue with a business critical application (such as billing or CRM) and how many users are impacted, so du’s IT team can respond accordingly to ensure business continuity, which is something du was unable to do before. Nexthink’s IT analytics have identified tremendous savings and IT cost optimization. Nexthink helps align IT spending with business priorities by enabling du to proactively manage its IT infrastructure.
“Nexthink helps du to easily monitor outsourcer performance through KPIs and improve IT cost optimization. With Nexthink we are able to translate the technical impact into a business impact, which brings many benefits when it comes to decision-making.” Yasser Fouad, Director of IT Enterprise Support at du
See your IT infrastructure as never before
www.nexthink.com
du improves IT operations using Nexthink’s End-user IT Analytics
“Nexthink helps du to easily monitor outsourcer performance through KPIs and improve IT cost optimization. With Nexthink we are able to translate the technical impact into a business impact, which brings many benefits when it comes to decision-making.” Yasser Fouad, Director of IT Enterprise Support at du
du selected Nexthink to improve the level of IT governance and control over its environment through increased visibility of its disparate locations and offshore sites and more effectively manage IT operations. du was looking for a powerful solution to perform detailed analyses and investigations in real-time from the end-user perspective.
• Nexthink helps du implement a cost effective IT operations strategy to deliver higher levels of end-user satisfaction and productivity, • Real-time dashboards and alerts provide a status of du’s entire IT environment to ensure compliance and IT policies are enforced at remote sites, • du is now able to proactively manage its IT infrastructure and align IT spending with business priorities.
See your IT infrastructure as never before
www.nexthink.com
End-user IT Analytics About du Founded in 2006, du is an integrated telecom service provider based in the UAE, dedicated to offering customers the best in choice, quality, innovation and pricing. du provides fixed and mobile telephony, broadband connectivity and IPTV services to more than 5.96 million people and over 50,000 businesses. du strives to consistently deliver value to its customers, business partners, shareholders and the community. To maintain its strong performance and position the company for success in a continually evolving telecommunications market, du focuses on efficiency and value creation to ensure a superior customer experience. A rapidly growing enterprise, du has more than 50 retail outlets and a team of over 2,000 committed professionals working to enhance and expand its range of service offerings in order to delight its customers. du’s staff works together towards making its collective vision a reality.
Business Challenge To satisfy its customers in a highly competitive market, du must react dynamically to changes in a fast, efficient manner and continually launch new products and services that are flexible and easy to use. du’s disparate infrastructure comprised of branch offices, retail outlets and offshore call centers includes more than 5,000 end-user workstations. du needed to improve the level of IT governance and control over its environment through increased visibility of its disparate locations and offshore sites and implement a solution to more effectively manage IT operations. du was looking for a powerful tool to perform detailed analyses and investigations in real-time to monitor its infrastructure from the end-user perspective.
See your IT infrastructure as never before
www.nexthink.com
End-user IT Analytics
Before deploying Nexthink, du managed its IT operations in a reactive, firefighting mode. Other than end-user feedback of unsatisfactory performance or frustration as a result of applications not responding, du’s team had challenges to accurately diagnose what was happening when issues were reported. The lack of real-time visibility meant that resolution times were impacted as issues were often incorrectly dispatched to IT groups (i.e. the application support or network teams), without prior analysis or investigation. This issue was especially prevalent at du’s call centers located in offshore sites with over 500 workstations outside of du’s network. Regular quarterly visits to remote call center locations were necessary, making IT audits and problem resolutions complex and costly.
Choosing Nexthink After a thorough technical evaluation of leading industry vendors, du saw that Nexthink was able to quickly deliver a solution that could meet its requirements and help implement a cost effective IT operations strategy to deliver higher levels of end-user satisfaction and productivity. Installed in less than one month, Nexthink seamlessly integrates with du’s existing IT tools and maps all the IT services and applications delivered to du’s end-users. Nexthink’s real-time reporting, alerts and investigations provide full visibility on du’s service availability and business critical applications from the end-user perspective. These powerful end-user IT analytics from Nexthink enable du’s IT team to present accurate information to management about its infrastructure, internal processes and security compliance.
“Nexthink is the bridge that takes du from a reactive to a proactive mode of working. It is a unique solution that gives IT departments the power to proactively diagnose and fix issues before end-users are impacted. With Nexthink we can truly see our IT infrastructure in real-time as never before, which is critical to our competitiveness in the telecommunications industry.” Yasser Fouad, Director of IT Enterprise Support at du
See your IT infrastructure as never before
www.nexthink.com
End-user IT Analytics When incidents are reported, Nexthink gives du’s IT team more power to understand what is happening and provide the right level of assistance. Nexthink's unique combination of real-time monitoring, analytics and visualization can quickly and easily identify patterns, capacity issues and the root cause of disruptions to du’s end-users. With a few clicks, Nexthink enables du to easily drill down and investigate issues to determine the root cause and respond appropriately.
“Using Nexthink, we were able to detect that remote sites were using du’s proxy to receive antivirus updates, which should have be done from their infrastructure. This lead to nearly 30% savings on international bandwidth costs.” Yasser Fouad, Director of IT Enterprise Support at du
Benefits One of the key benefits for du is increased operational efficiency, as Nexthink eliminates the need for regular time consuming and costly on-site visits with disparate teams. With Nexthink du uses a set of real-time dashboards and alerts to easily get a status of its entire IT environment including its remote workstations, to ensure compliance and highlight whether standard IT policies are enforced at remote sites. Nexthink instantly shows du if there is an issue with a business critical application (such as billing or CRM) and how many users are impacted, so du’s IT team can respond accordingly to ensure business continuity, which is something du was unable to do before. Nexthink’s IT analytics have identified tremendous savings and IT cost optimization. Nexthink helps align IT spending with business priorities by enabling du to proactively manage its IT infrastructure.
“Nexthink helps du to easily monitor outsourcer performance through KPIs and improve IT cost optimization. With Nexthink we are able to translate the technical impact into a business impact, which brings many benefits when it comes to decision-making.” Yasser Fouad, Director of IT Enterprise Support at du
See your IT infrastructure as never before
www.nexthink.com
