Case Study: AMAG optimizes Service Desk efficiency with Nexthink

With the integration of ServiceNow AMAG optimizes its Service Desk with Nexthink

AMAG Automobil and Motoren AG, a Swiss automotive services company, faced challenges in optimizing its IT service desk operations. With over 8,500 endpoints and 300 business applications, its IT department lacked visibility into infrastructure performance from the end-user perspective, relying on guesswork and subjective reports. To increase efficiency amid growing price pressures, AMAG sought a solution to integrate with its ServiceNow platform for real-time analytics and improved ticket processing, leading them to partner with vendor Nexthink.

The solution implemented by Nexthink provided comprehensive, real-time visibility into AMAG's IT infrastructure from the end-user's point of view, directly integrated into the ServiceNow console. This allowed the service desk to quickly detect and correct issues, optimize license management by tracking actual application usage, and create visual dashboards for management. Nexthink was rolled out to 4,500 endpoints in just 1.5 days, leading to more proactive service, faster issue diagnosis, and expected cost savings with a confident outlook on a short-term return on investment.

AMAG

André Steiner

Head of Microsoft Systems