Real-Time End-User Visibility and Remediation. Real Results.


Madrid, January 11th, 2018

Our technological partner, Nexthink, launches its ServiceNow Incident Management 2.0 Connector as a part of its efforts to ensure the best end-user experience across the digital ecosystem. It is included in the Integration module of the Nexthink Platform—the most comprehensive solution for digital experience management for enterprises.

The current ServiceNow deployment has a datacenter infrastructure covered. But what about your end-user devices? With this launch, Nexthink enables IT organizations to turn their attention to one of their most critical stakeholders—the business consumer. With Nexthink’s ability to capture, analyze and act upon vast amounts of real-time data from end-user devices, we can dramatically reduce MTTR through faster diagnostics and remediation of issues with one click. First-level support staff are empowered to resolve issues themselves, without the need for unnecessary ticket escalations.

nexthink servicenow incident management

With its ServiceNow Incident Management 2.0 Connector, ServiceNow consoles are populated with real-time end-user analytics from the CI to improve incident management, problem management and IT governance. IT service staff resolve incidents faster with complete visibility and ability to remediate issues in real time. Key features, unique to Nexthink, are now available directly from the ServiceNow console to reduce MTTR across all phases of the incident management process.

The feature in the ServiceNow console are:

  1. Automatic Discovery of Device Information Gain time by immediately identifying all end-devices used by the caller. Information, such as machine names, is easily accessible as automatic input to speed up incident processing.
  2. Real-Time Device Checklists Get instant clarity with our real-time, fully customizable, device checklists that enable you to pinpoint critical problems, at one glance. With our simple traffic-light visualization, you’ll be able to instantly identify what is happening on affected CIs, and prioritize where you need to focus, allowing you to solve incidents faster and avoid escalations.
  3. Rapid Device Investigation Save time wasted on asking end-user questions they cannot answer. Have all the device properties you need and require for rapid investigations at your fingertips. Our Device Properties tab on the ServiceNow Console provides all the investigative data you need about a particular end device, in real-time. Completely configurable and flexible, you determine what device properties you need to make rapid decisions.
  4. One-Click Remediation After identifying critical problems related to end-user devices from the L1 Checklist, automatically remediate directly from the ServiceNow console. Utilizing Nexthink Act, you can execute remote actions for the appropriate device—instantaneously.

About Nexthink

Nexthink is the innovator of End-user IT Analytics for security, ITSM and transformation. Their software uniquely provides enterprise-wide, real-time: analytics covering all endpoints, users, applications and network connections; and visualization of IT infrastructure and service delivery.  Nexthink helps IT departments connect, communicate and collaborate to achieve their major goals and to optimize endpoint security, operations, support and workplace transformation projects.  Nexthink’s real-time analytics and visualization extend help desk, server monitoring, APM (application performance management) and PCLM (PC lifecycle management) tools and provide essential visibility for IT governance.

Nexthink serves the Global 5000 utilizing a leveraged partner model.  Nexthink is a private company headquartered in Lausanne, Switzerland.

Nexthink® is a registered trademark of Nexthink S.A.  To learn more, visit

About SilverStorm

SilverStorm Solutions advises large successful corporations on their use of technology to keep ahead of their competition.  SilverStorm continuously harnesses knowledge to find an edge for clients from around the world; customers working with our team, build and deploy agile and digital strategies at lightspeed.

SilverStorm ‘bridges the gap’ between a customer’s existing state and their desired state.  Our unique SilverStorm Digital Transformation Strategy™ provides VISION, EXPERIENCE and DIRECTION for companies looking to increase profit, customer satisfaction and productivity.

SilverStorm leverages leading disruptive technologies to enhance a customer’s transformation strategy.  SilverStorm is a ServiceNow Gold Services Partner and a Zenoss Solution Partner.

SilverStorm operates across 4 continents, being recognized as one of the global leaders for service orientation.  SilverStorm is a privately-owned company headquartered in Spain, with offices in the USA, Mexico and the UK.

For more information about SilverStorm visit



David de Matias Batalla

+34 608 17 58 71

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