Nexthink V5 Demo ITSM – Slow Computer

Situaiton › How from a problem reported can I take smart decision to reduce overall global problem in my environment (even not reported) › Recurrent issues identified to improve over user sat & srv quality

Solution

New Incident Created for User Complaining about Slow Computer

Ticket Page is Auto-Filled with Nexthink Metrics Gathered Live from the Analytics Platform. Here the Details about the Network Health for this User

Live metrics and history is provided side by side to understand if the reported issue is really new or not as well as to validate later if a fix was really applied

The overview showed from the beginning a red icon next to PC Health and we could have selected this section right away

We can see the health impact is due to high CPU activity on this machine and that is problem is not new. High CPU can definitely slow down a computer for the user

Let’s drill-down into the Finder to learn more about this situation and find out how we can help this user quickly. Note how long this could take without Nexthink and integration with Service Desk tool to simply validate the user’s claim and have a first probable root cause in mind (and avoid costly unnecessary escalation)!

Here is the timeline for the user’s device. Note that knowing in real-time where a user in logged in is also of great help to identify his current computer in use. Here we see the continuous High CPU and learn that it’s Internet Explorer exhausting the resource

Let’s do a first quick check to compare the CPU resource with others. It’s within our corporate standard. So with our stand build such CPU issue should not happen

Let’s go back in time to when all this started. Probably something changed on the computer at this movement

All the history is kept in the in-memory database for such analysis. It’ really handy to benefits from such simple and fast time navigation through the data

Here we are! We can see that the use had no CPU issue prior this moment in time

Here are the events and changes that tool place right before IE started to consume much more CPU. Looks like the user installed a media player that included a browser toolbar

Here are the first execution for the related processes. As we know that these toolbars have the reputation to not always perform well we are going to ask the user to remove it and well as use our corporate media player provided in the master build

As users don’t always report their problem or report them after suffering long days with (and not getting the best out the IT services), we want to validate of any other similar situation may exist in our environement

Drilling-down the toolbar installer event we can further list the potential other devices that had the same event is their lifetime

Let’s search for these devices….

Ok, two more…

Let’s validate if they also experience High CPU with IE…

Yes!

So let’s feedback our ServiceDesk tool and request a change to have the user uninstalling these non corporate software impacting performance and satisfaction (or run the command from here to automate the task with SCCM, Landesk connectors)

In order to drive more proactive actions to prevent such situation we can set notification to automatically receive the list of problematic devices and applications

Real-time alerts are also possible but they make sense in other cases

Our alert here will be sent weekly letting us know about devices that experience High CPU utilization during 20% of their total utilization