AMAG optimizes its service desk with Nexthink ServiceNow Integration

The Swiss company AMAG Automobil und Motoren AG is the general importer of Volkswagen Group brands Volkswagen, Škoda, Audi, SEAT and Volkswagen Commercial Vehicles. Their vehicles move through a nationwide network consisting of about 80 dealers and 500 of AMAG’s branded partner companies – to their end customers.

AMAG’s IT department was looking for a way to detect performance bottlenecks and other related issues in real-time, in order to rapidly provide solutions to their end-users. Another requirement was to utilize analytics for medium and long-term planning in order to anticipate any difficulties and proactively avoid issues.

The IT consulting firm Prozessfux AG supports AMAG’s IT department in the deployment and further development of ServiceNow. After a proof of concept, it was clear that Nexthink’s solution was the perfect complement to ServiceNow’s ITSM platform, and could help AMAG’s service desk team improve end-user productivity of over 5,000 dedicated employees.

Nexthink provides real-time end-user IT analytics and alerts for both physical and virtual end-user computing. All important end-user related events, for example changes in the IT infrastructure, application usage, bandwidth, error messages and crashes, as well as potential security risks and the performance of IT services are recorded and visualized from the end-user perspective.

AMAG’s service desk staff will be able to retrieve real-time analytics on the IT infrastructure from the end-user perspective directly from the ServiceNow console. Through the integration of the Nexthink Finder with the ServiceNow Knowledge Base, Incident & Problem Management solution, the causes of complex problems or security risks and threats can be quickly detected and corrected, and ServiceNow workers can provide proactive management by searching Nexthink for related issues that have yet to be reported.

“Nexthink offers us a unique perspective of our IT infrastructure. We are confident that we will achieve higher end-user satisfaction by integrating Nexthink with ServiceNow. The simple and easy installation and handling were as much a selling point as the expected cost savings. We expect that this investment will pay for itself in the near future,” said André Steiner, Head of Microsoft Systems, AMAG Automobil und Motoren AG.