FAQs About the DeXOps Service
Frequently Asked Questions About the DEXOps Service
In our FAQs, we answer common questions about our DEXOps service. With the DEXOps service, we help IT teams use Nexthink to proactively detect issues, analyze root causes, and implement sustainable solutions—continuously, automatically, and with a focus on delivering an optimal IT experience. The following questions and answers provide a concise overview of the content, services, and processes of our service offering.
General Information & Pricing Model
What sets the DEXOps service apart from traditional Nexthink consulting?
The DEXOps Service is not a one-time consulting engagement, but rather an ongoing operational model. We proactively analyze, automate, and provide continuous support—closely aligned with your IT organization.
Are all services included in the fixed price?
Yes. Our DEXOps service is offered at a fixed, transparent price, effectively serving as a flat-rate plan. This includes all services related to analytics operations. The only exceptions are the onboarding of new environments, training sessions at our Academy, and on-site visits.
Is there a minimum contract term or a notice period?
Yes. Terms and deadlines are governed by our standard terms and conditions and are clearly stated in the individual quote.
How is communication handled when it comes to technical topics?
Completely flexible—via email, phone, chat, or a Teams session, whichever you prefer.
Technology, Onboarding & Expansion
How long does it take to onboard the DEXOps service?
Depending on the complexity, this can take anywhere from a few days to several weeks. The exact timeline will be determined on a case-by-case basis for each project.
Do you also receive support for things like M&A or rollouts?
Yes. Within the scope of the product's capabilities, we also support such processes within the service.
Will our team receive training on how to use Nexthink?
Yes. As part of the onboarding process, you will receive a personalized introductory briefing.
Proactive analyses, findings, and recommendations for action
At what point is an anomaly considered significant and subject to analysis or reporting?
An anomaly is analyzed when
- there is a significant historical deviation
- a negative trend becomes apparent
- it occurs repeatedly
- it follows a familiar pattern
In practice, what steps are taken when specific issues are identified, such as with TeamViewer, Fortinet, or during project planning?
We proactively share relevant findings along with specific recommendations for action. If solutions already exist (e.g., a manufacturer fix or configuration note), we provide them. Otherwise, we assist in finding a solution.
How in-depth is the training, and how practical are the recommendations? Does it also involve active engagement with the local community?
We guarantee the best possible analysis and assessment of findings within the scope of Nexthink’s capabilities, drawing on our full range of expertise to provide tailored recommendations for action. Any intervention in customer systems is performed exclusively after prior consultation.
Are potential solutions integrated directly as automation, and is this included in the service?
Yes. Whenever possible, we implement automations immediately after receiving the customer’s approval—at no additional cost, as this is included in the service.
How is the effectiveness of a recommendation assessed, and are measures adjusted as needed?
With Nexthink, you can typically track the impact of implemented recommendations in real time. If necessary, we optimize the measures accordingly.
Service Desk Support
How exactly does the DEXOps service support the service desk?
We analyze issues reported to the service desk that can be assessed using Nexthink—such as frequent application crashes or connection problems.
Does Consulting4IT offer fixes, scripts, or automation solutions, or is its support purely advisory?
Whenever technically feasible, we provide scripts, correct packages, or implement automations. This support goes beyond mere consulting and is included in the service.
Is there active intervention in the system in the event of an error?
No. Any changes are made only after prior consultation and approval.
How does support work for ad hoc issues?
Depending on the situation, we conduct the analysis ourselves, together with the customer, or directly on the affected device—tailored to your needs and flexible.
Is ad hoc support billed separately, or are there volume limits?
No. Ad-hoc support is included in the price and can be used without any quantity limits.
How quickly is support available in an ad hoc situation?
Response times depend on the urgency of the matter and the support hours specified in the service agreement. In critical cases, we respond as quickly as possible.
Nexthink Standard Content & Customizations
What content is considered "Nexthink Standard"?
These include predefined dashboards, campaigns, investigations, and much more from the Nexthink Library, which we can select and integrate as needed.
Does Consuting4IT assist with the adaptation of this content?
Yes. We integrate and customize content to meet specific needs—in collaboration with the customer, if desired. Of course, a customer can also operate independently within their system without our involvement.
Where is the line between standard and special services?
There is no separate charge—even custom adjustments are included in the service.
Proactive alerts for global issues
How are alerts triggered when global issues arise in the DEXOps Customer Pool?
Depending on the situation:
- As a ticket with a description
- Via a dashboard with detailed information
- For sensitive matters, please call
Are the instructions tailored to our specific environment?
Yes. The alerts always include specific details about the affected area as well as recommendations for action.
Use Cases
How extensive is the support provided for developing new use cases?
Design and implementation—even across multiple iterations—are included in the service. Workshops, emails, and technical sessions are included.
How does the collaborative use case development process work?
Either on a regular basis through workshops with the Technical Account Manager or as needed—from concept to implementation.
Documentation, review meetings, KPIs, and goal tracking
How are the cases handled documented?
All cases are documented in the C4IT Analytics Center’s internal ticket system. A notification is sent via email when a case is created or closed. Weekly updates on all open cases ensure transparency. The status can be viewed at any time via the service portal.
Do we receive regular updates on pending cases?
Yes. Upon request, we can provide lists of open or closed cases for service status meetings or steering meetings.
How often are review meetings held?
- Quarterly: Service status meeting with technical contacts
- Every six months: Steering meeting with IT management to discuss strategic direction
How is the achievement of goals assessed using KPIs?
To begin with, we work together to define relevant KPIs, evaluation criteria, and the format of the report. These form the basis for regular performance reviews.
Matthias Hellwig
Our expert is here to answer your questions about the DEXOps service.