CDW LIMITED

CDW Nexthink Infinity

Nexthink Infinity delivers real-time digital employee experience analytics and automation, enabling organisations to package technology into outcome-focused services, drive continuous value through professional and managed services, and consistently improve IT-driven business initiatives and user experience.

Features

• Real-time digital employee experience analytics and visibility.
• Comprehensive endpoint telemetry across devices and applications.
• Experience scoring to quantify user satisfaction and performance.
• Proactive detection and automated remediation of incidents.
• Self-healing workflows to reduce manual IT interventions.
• Custom dashboards and reports for operational decision-making.
• User sentiment and interaction monitoring for behavioral insights.
• Integration with ITSM and monitoring ecosystems for workflow alignment.
• Service packaging to deliver outcome-focused professional/managed services.
• SLA tracking and continuous value measurement for contracts.

Benefits

• Improve digital employee experience through measurable experience insights.
• Reduce user downtime with proactive detection and remediation.
• Accelerate incident resolution with real-time diagnostics and remote troubleshooting.
• Lower IT support costs via automation and self-healing workflows.
• Increase service revenue by packaging outcome-focused offerings.
• Deliver measurable ROI using experience scoring and usage metrics.
• Continuous improvement through telemetry-driven analytics and automated actions.
• End-to-end endpoint visibility across devices, applications, and networks.
• Streamline operations with ITSM integrations and customizable dashboards.
• Enhance stakeholder alignment with clear SLAs and performance reporting.

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

290945340413961

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.com

About your service

• Service categories:

  Systems Infrastructure Software

  Endpoint management

  Output management

  • Device Management

  Client endpoint management

  • Unified Endpoint Management
• Multi cloud support: No

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 web-based ITSM platforms 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:
  • Windows 10 64bits, Windows 11, MacOS 13.x, 14.x, 15.x, 26.x
  • 35Mb available HDD space
  • Connection to the Internet
  • Supported browsers; Chrome, Edge, Firefox and Safar
  • Windows Server 64bit editions 2016/2019/2022
  • "Full requirements found at https://docs.nexthink.com/platform/latest/software-requirements "

User support

• Email or online ticketing support: Yes
• 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 2.2 AAA
• 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: Nexthink provides a variety of on-site support services ranging from implementation, health checks & optimisation, customer solution development & deployment, training workshops, value realisation services. Costs are dependant on SOW and are typically a multiple of our standard daily consultancy rates of £560/day (offshore) or £1,350 (onshore). Technical Account Management is also available at a cost of £58,200/annum
• 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
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All documentation is accessible through a compliants based Web Browser such as Chrome, Edge, Safari or Firefox

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: WCAG 2.2 AA
• Description of service interface: Browser based UI that provides access to dashboards and interfaces to manage and operate the system
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Supported screen readers include NVDA, JAWS, Microsoft Narrator and macOS VoiceOver
• 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 to ensure performance targets are maintained. Additionally, customers are placed into their own private instance to mitigate any impact from other customers instances.

Analytics

• Service usage metrics: Yes
• Metrics types: Nexthink Infinity provides service metrics that measure end-user experience and IT service performance, including active user counts, usage frequency, session duration, transaction success rates, and feature adoption. Performance metrics cover connection success, latency, error rates, and service availability. It also tracks endpoint health factors such as application responsiveness, crash frequency, and resource usage. Additionally, Nexthink aggregates Experience Scores reflecting overall digital experience quality. User sentiment is captured via surveys. Platform health metrics monitor agent connectivity, data ingestion, rule execution, and integration status, ensuring both the IT services and the Nexthink solution itself function optimally.
• Reporting types:
  • API access
  • Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported in bulk as CSV
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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: Subject to the terms and conditions of the Agreement, Nexthink will make available the Key Services (as defined below) on at least ninety-nine and one-half percent (99.5%) basis (the “Availability Requirement”), of the total minutes potentially available, as measured over the course of each complete calendar month during the Term (each calendar month, a “Service Period”), which total availability calculation shall exclude any periods of defined or excluded unavailability as further defined and provided below (the “Availability Calculation”). In the event of a failure of the Key Services to meet the Availability Requirement in a Service Period with respect to Customer’s use of the Key Services (a “Service Level Event”), Nexthink shall issue a credit to Customer’s account in the amount of two percent (2%) of the monthly Fees for the measured Services under the applicable Order (excluding all supplemental Fees) for the Service Period in which the Service Level Event occurred (each, a “Service Credit”). For full terms, please refer to https://docs.nexthink.com/legal/services-terms/support-addendum
• 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:
  • Multi-Factor Authentication (MFA)
  • 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:
  • Multi-Factor Authentication (MFA)
  • Username or password

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

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
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Nexthink's Cloud security policy describes the change management process. It can be shared under NDA.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Nexthinks' Cloud Security Policy and Vulnerability Management Policy (available under NDA) describes 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 (available under NDA) 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.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Available as part of a defined Proof of Value (POV) to a subset of the total number of users for a typical maximum period of 30 days (dependant upon SOW). Standard OOB functionality and dashboards is included. Integration into 3rd party systems is excluded unless part of the defined SOW.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0.5%
• Between £1,000,001 and £2,500,000: 1%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Tuesday 15 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Friday 14 July 2023
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay
• PCI DSS accreditation date: Tuesday 11 March 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 589cb06d-71a8-43f6-81a1-eda062104f56
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 4f861f6b-f0f0-44fa-a807-6049b0d9bfdc
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.