CDW Limited

CDW 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
• Automate remote actions to resolve issues remotely and timely
• Measure end-user sentiment of IT through on-screen surveys
• Integration with third party applications such as ITSM
• Optimize the performance, adoption and reliability of applications
• Understand the current digital user experience through captured analytics
• Live dashboards to present visual representations of correlated data
• Real time end user analytics from the users device
• Monitor SaaS based application performance and transactions
• Support Service teams to better diagnose and remediate issues

Benefits

• Reduce services desk costs
• Reduce mean-time-to-repair
• Improve end user productivity
• Track and improve user satisfaction
• Reduce IT hardware and Operations cost
• Improve digital adoption rates
• Improve visibility of all computing hardware and software assets
• De-risk transformation projects through improved adoption
• Improve security through governance reporting

£18.51 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 14

Service ID

394662332522009

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.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, Mac and IGEL operating systems
• System requirements:
  • Windows 10 64bits, Windows 11, MacOS 14.x, 13.x 12.x
  • 35Mb available HDD space
  • Connection to the Internet
  • Supported browsers; Chrome, Edge, Forefox and Safari
  • Windows Server 2019 64Bit v1809, Windows Server 2016 64bit v1709
  • Full requirements found at 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 capabilities 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: WCAG 2.1 AA or EN 301 549
• Description of service interface: Browser based UI that provides access to dashboards and interfaces 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: Some examples of metrics captured include latency, throughput, packet loss, connection tie, retransmissions, page load times, DNS resolution time, SSL handshake time, HTTP errors, Content Download Time, Digital Experience Score. This is a non-exhaustive list as there over 900 metrics captured by default with the ability to extend as requested.
• 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
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  CDW is committed to fighting climate change and protecting the environment. CDW has made a commitment to achieve Net Zero emissions by 2040, 10 years earlier than mandated by the UK government. To achieve this, CDW has implemented (and continues to implement) initiatives to reduce our emissions and carbon footprint, all of which are underpinned by CDW’s ISO14001 certified Environmental Management System (EMS) and our beGreen program.; ; CDW’s distribution centre and our flagship offices hold ISO 14001 environmental management certifications, with our UK distribution centre also holding REGO energy certifications. In parallel with our EMS and beGreen program, CDW has invested in and implemented a range of initiatives to help tackle our contribution towards climate change across our operational activities. These initiatives include (but are not limited to):; ; -Solar panel usage. We’ve been able to achieve 100% renewable energy sourcing for CDW-owned buildings.; -Energy-efficient lighting solutions, including indoor and outdoor LED lighting.; -Motion sensor lighting and conveyor systems that turn off in response to inactivity.; -Water consumption solutions, including rainwater harvesting efforts.; -“Smart” HVAC systems that adjust according to business hours and seasonal temperatures.; -A ‘Pin to Print’ program enabling enhanced print queue management to reduce wasted print jobs; -A goal to achieve 100% renewable energy sourcing for electricity by 2027. In 2021, 98% of electricity consumed in the UK was from renewable sources.; ; Additionally, at our distribution centres, we have recycled:; ; -2,966 tons of packaging material; -9,794 tons of cardboard; -636 tons of paper; -Thousands of wood and plastic pallets; ; Furthermore, at a coworker level, CDW has established an Environment Committee with the purpose of increasing awareness of the environmental and social strategy, and to empower coworkers to get involved in environmental initiatives.

  Equal opportunity

  CDW is committed to creating a working environment for coworkers dedicated to inclusion, diversity and equal opportunities, as detailed in our CDW Way Code, which teaches all CDW coworkers to:; ; -Always do their best to make everyone at CDW feel welcome; -Treat other coworkers with respect and dignity; -Maintain an inclusive workplace in which all coworkers can demonstrate their full potential; -Respect the unique attributes and perspectives of every coworker; ; CDW provides equal treatment and opportunity without regard to:; ; -Race; -Skin colour; -Religion; -National origin; -Gender; -Sexual orientation; -Gender identity; -Disability; -Age; ; Our commitment to equality is underpinned by six Business Resource Groups (BRGs). BRGs ensure all coworkers have a voice, build awareness, and provide support to similar groups in their communities. The BRGs include:; ; -Armed Forces Network; -Black Coworker Network; -Disability Support Network; -PRIDE+; -United Support Network; -Women’s International Network; ; CDW coworkers are empowered to reach their highest potential, and we are focused on providing them with a wide variety of tools and development opportunities to help them achieve their career aspirations at CDW, regardless of origin, background or situation. Within our learning culture, all coworkers are surrounded by comprehensive resources and support, ongoing education and skills training, and robust advancement opportunities. We offer a variety of programs to help current and future leaders build diverse teams and to help diverse coworkers develop their leadership skills so they can continue to advance in the organisation.; ; Our commitment to equal opportunities and diversity is demonstrable across our organisation. As an example, CDW’s CEO and President, Chris Leahy, is female and CDW’s Executive Committee consists of 50% female and 50% male coworkers, with 42% coming from multi ethnic backgrounds.; ; CDW is also committed to reducing the gender pay gap and produces an annual gender pay gap report - https://www.uk.cdw.com/site-tools/pay-gap-report/.

  Wellbeing

  CDW is committed to providing coworkers and their families with the knowledge necessary to make the best health and wellness choices for themselves and their families. ; ; Our approach to wellness is designed to help coworkers be safe, healthy and successful. We understand that managing work and personal life is a balancing act of shifting priorities and so we offer a variety of benefits that supports a coworker’s physical, financial, emotional and social ; wellbeing, including access to telemedicine, a suite of family benefits and a variety of wellness incentives and programs.; ; CDW provides coworkers with an Employee Assistance Program, which offers confidential, individualised coaching to help coworkers achieve personal or professional goals. It also features enhancements for crisis care, 24/7 phone support and an emergency referral system.; ; Ongoing coworker engagement is fostered through regular communications events, including: ; ; -Monthly wellness e-newsletters promoting benefits available to coworkers; -Workshops and activities focused on timely topics; -Various campaigns to raise awareness for meaningful topics throughout the year, including mental health, emotional wellbeing and heart-mind gratitude; ; As a further example of our commitment, in response to the COVID-19 pandemic, our Coworker Services team implemented “coworker calls” - informal, but regular check-ins to ensure all coworkers are caring for their mental health and receiving the support they need.; ; CDW also established ‘The CDW Community’, an initiative set up to provide coworkers with activities that they could participate in to keep them physically and mentally active, and to give them a platform for social engagement with other coworkers during a time where many were feeling isolated.; ; Following its success during COVID, the CDW Community initiative has remained operational as we exit the pandemic, continuing to provide CDW coworkers with activities and resources centric to physical and mental wellbeing, as well as sessions to support a healthy family life.

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

• Skills Framework for the Information Age rate card

  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.