This guide is built on primary sources: official Nexthink documentation and product pages, Nexthink press releases and engineering blog posts, and independent industry research. The sources below are organized by topic and include a note on what each one informed.
The content in this guide reflects information available from the sources listed below. Technology products change rapidly: platform capabilities, statistics, and pricing evolve with each product release. Where specific figures are cited (such as first-contact resolution rates or accuracy improvements), the original source and publication context are noted. Always verify current capabilities directly with Nexthink before making procurement or implementation decisions.
Dexterity Digital has no commercial relationship with Nexthink and has not received compensation for the content in this guide. This is an independent practitioner resource.
Nexthink's foundational overview of the DEXOps operating model. Defines DEXOps as "a philosophy and a set of practices for running the digital workplace with an employee-first, experience-centric mindset." Primary source for the four maturity stages (Reactive+, Proactive, Preventative, Strategic) and for the core shift from ticket-driven to experience-led operations. Used in the DEXOps Operating Model and Maturity Model pages.
View SourceDetailed breakdown of the five DEXOps pillars (People, Process, Technology, Communication, Value) with real customer case studies. Source for the Southwest Airlines 50% IT productivity improvement figure (1.4 billion automated actions), the Cox Enterprises cross-functional dashboard approach, and the global insurance company 48,000-hour productivity recovery example. Used in the DEXOps Operating Model and governance-related content.
View SourcePractitioner-oriented guide to assessing DEXOps maturity and building a path forward. Introduces the concept of DEXOps maturity as a dynamic, non-linear profile rather than a fixed progression: organizations can be advanced in automation while still early in governance or value measurement. Used to inform the nuanced treatment of maturity stages across the Learning Center.
View SourceDefines the six roles of a DEXOps team (DEX Sponsor, DEX Director, DEX Lead, Platform Developer, Proactive Analyst, Sentiment Analyst). Source for Nexthink's definition of the Most Valuable Outcome (MVO), "the initial outcome you need to achieve in order to secure further investment in your project," specific, achievable, and measurable,referenced in the DEXOps Operating Model page and Glossary.
View SourceOfficial nexthink.com
Primary source for Spark's capabilities as an autonomous AI agent for employee IT support. Used to describe Spark's integration with Microsoft Teams and Copilot, autonomous remediation, and the employee self-service model.
Press Release nexthink.com
The source for the 77% first-contact resolution statistic attributed to Spark, compared to an industry average of approximately 15%. This figure is cited in the Architecture, Overview, and AI sections of the guide.
Blog nexthink.com: January 2026
Nexthink's announcement blog for Spark, published January 2026. Source for the product positioning ("personal IT agent for every employee"), the autonomous L1 resolution model, and the under-2-minute resolution claim.
Official nexthink.com
Primary source for descriptions of Nexthink's full AI portfolio: Spark, Assist, AI Insights, and AI Drive. Used to describe the AI-native platform positioning and the capabilities of each module.
Blog nexthink.com
Engineering blog post by the Nexthink Assist team. Source for the 30% accuracy improvement and 80% token reduction figures attributed to fine-tuning Assist on the Nexthink data model and NQL syntax. Used in the AI section descriptions of Assist.
Docs docs.nexthink.com
Official documentation for the Remote Actions module. Used for descriptions of script types, execution models, supported runtimes (PowerShell, Python), and the four use case patterns (self-healing, self-help, assisted support, diagnostics).
Docs docs.nexthink.com
Official user guide for Nexthink Assist. Used for descriptions of the natural language query interface, tool-calling behavior (NQL generation, documentation lookup, chart creation), and the multi-tool agentic model.
Docs docs.nexthink.com
Documentation for the Microsoft Azure Virtual Desktop Essentials Library Pack. Referenced in the Architecture and Use Cases sections for examples of Nexthink's pre-built VDI monitoring solutions and the Library Pack deployment model.
Research PeerSpot (peer review community)
Community-sourced reviews from IT practitioners who have deployed Nexthink in production environments. Used to validate practitioner-level perspectives on strengths and common implementation challenges. PeerSpot is an independent B2B software review platform.
Research World Wide Technology (WWT)
Industry analysis from WWT covering the AI transformation of Digital Employee Experience and Digital Experience Monitoring platforms. Used to contextualize the broader DEX market shift toward AI-driven proactive support and the positioning of Nexthink within that landscape.
The Dexterity Digital Nexthink Practitioner Guide is written by Brett Sonderby, founder of Dexterity Digital, drawing on hands-on experience implementing Nexthink in enterprise environments. Content is informed by the sources listed above, practical deployment experience, and direct analysis of the Nexthink Infinity platform.
Where statistics or specific claims are cited, the originating source is identified. Where analysis and interpretation are editorial (such as recommendations on implementation approach, best practices, or strategic framing), these reflect the author's professional judgment rather than Nexthink's official guidance.
If you believe a source citation is inaccurate or out of date, please contact us.