Softcat Limited

Nexthink Infinity

Nexthink Infinity is a real-time Digital Employee Experience Monitoring (DEM) solution, aiming to drive meaningful productivity gains, improve employee satisfaction and mitigate any unnecessary costs. Nexthink provides IT with real time analytics to demonstrate how IT services are being consumed by their employees, where improvements can be made.

Features

• See, diagnose and fix digital workplace issues

Benefits

• Improve end user productivity

£18.51 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

231972217717665

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Nexthink Infinity is a standalone solution that can also be used to extend and enrich the IT Service desks ITSM platform capabilities to allow agents to better triage tickets, identify probable route cause and remotely remediate issues.
• Cloud deployment model: Public cloud
• Service constraints: Nexthink Infinity is limited to Windows, MacOS and IGEL operating systems
• System requirements: https://docs.nexthink.com/platform/latest/software-requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depending on severity level, ticket response times range from 1hr to 1 week. Our support services description document is available at https://docs.nexthink.com/legal/services-addendum
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Several on-site support packages are available, ranging from per-day professional services, to packaged 'bundles' of time to provide specific capabilites dependant on customer needs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online self-paced training, user documentation, professional services
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data is provided in a series of flat file bulk data exports.
• End-of-contract process: System access for both UI and data collector elements is denied, following which all customer data is purged as per our data retention policies in place at the time of offboarding

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Browser based UI that provides access to dashboards and interaces to manage and operate the system
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: JAWS screen reader is currently tested and supported
• API: Yes
• What users can and can't do using the API: Nexthink provides both RESTFul and Web Hook integration for appropriate applications. The API allows for initiation of stored procedures for data export, enrichment of data from external applications and execution of remote actions. Full information on how to utilise the API functionality can be found at https://developer.nexthink.com/
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Dashboards, measurement bias metrics and configuration of user interaction campaigns can be customised to meet client needs. Custom PowerShell/Bash scripts can be developed to provide remediation capabilities specific to the clients ennvironment. Customisation can be limited based on roles and responsibilities definitions

Scaling

• Independence of resources: Nexthink is a cloud service with application performance constantly monitored by our operations team and performance maintained. Additionally, customers are generally placed into their own private instance to mitigate any impact from other customers.

Analytics

• Service usage metrics: Yes
• Metrics types: End user digital experience score; latency; throughput; packet loss; connection tie; retransmissions; page load times; DNS resolution time; SSL handshake time; HTTP errors
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Nexthink

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: All data at rest is encrypted either at storage level or at volume level using AES-256. We are investigating Transparent Data Encryption (TDE) and Column-based encryption as well as Bring Your Own Key (BYOK) features.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported in bulk as CSV
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON is also supported through API interactions
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We have a standard SLA of 99.5%
• Approach to resilience: Available on request
• Outage reporting: Nexthink will use commercially reasonable efforts to provide reports on any outages. These will differ depending on nature of outage (i.e. product updates, maintenance windows etc.)

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to information and IT system resources are granted on a “need to know” or “least privilege” basis and are authorized by information asset owner. Access is granted using RBAC controls.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: EY CertifyPoint
• ISO/IEC 27001 accreditation date: 26/06/2020
• What the ISO/IEC 27001 doesn’t cover: Any Nexthink locations, other departments, non cloud version (V6) and suppliers contracted to Nexthink not mentioned on the certificate.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 30/06/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Compliance with the standard ISO 27001, 27017, 27018, 27701, GDPR, and AICPA SOC2 Trusted Service Criteria Security and Availability

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Nexthink Cloud security policy describes the change management process. It can be shared under NDA.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Nexthink Cloud Security Policy and Vulnerability Management Policy describe the vulnerability management lifecycle from the vulnerability detection, assessment and remediation using patching techniques, deactivation of functionality, service, compensatory controls and/or virtual patching.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Nexthink Information Security policy describes the monitoring policy. The Security Operations Center have defined monitoring use cases integrated in the Incident response plan which includes playbooks in the event of a Data Breach, following Nexthink Data Breach Policy.
• Incident management type: Supplier-defined controls
• Incident management approach: Nexthink Security Incident Response Plan can be shared under NDA.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £18.51 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: As part of a proof of value engagement, Nexthink will provide a FOC instance for a predetermined amount of time to evalaute the solution based on criteria set out and agreed at the start of the evaluation

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.