Launching and enabling Amplify
Nexthink Amplify complements the tools your service desk agents use (e.g., ITSM platforms like ServiceNow) by adding contextual, real-time insights and self-help capabilities. It improves first-level resolution, reduces MTTR, and provides agents with actionable data.
More importantly, it empowers L1 service agents to conduct troubleshooting with minimal input, eliminating much of the waiting time often involved in support tickets.
This document is designed to help Nexthink Business owners and Nexthink Administrators successfully introduce and drive adoption of Nexthink Amplify within the Support teams. It includes step-by-step instructions, enablement strategies, and key success factors to ensure your team understands the value of incorporating Amplify into their respective workflows.
Amplify launch and enablement process overview
Rolling out Amplify successfully requires a structured and scenario-driven approach. Below is the high-level process to guide your implementation from planning to sustained adoption:
Identifying key stakeholders
A successful Amplify rollout starts by identifying the right people and establishing shared goals. Stakeholders play a pivotal role in aligning teams and ensuring continued adoption of Amplify past the initial steps.
To ensure broad adoption and early success, involve a diverse set of stakeholders from the start of the process:
Service Desk Team Leads: These managers are critical in championing the initiative and reinforcing usage in day-to-day operations.
Senior Support Agents: Engage experienced agents as early adopters. Their feedback and early adoption can help influence their peers and identify initial improvements in workflows.
ITSM Administrators: If you plan to integrate Amplify with your ITSM platform (e.g., ServiceNow), inform your ITSM administrators at an early stage. Their involvement will help streamline technical setup and workflows.
Nexthink Customer Success or Enablement Managers: If you are working with a Nexthink Customer Success Manager (CSM) or Enablement lead, invite them to help co-design the rollout plan, provide best practices, and troubleshoot early challenges.
Bringing these stakeholders together early fosters alignment and ownership, which are essential for scaling Amplify successfully across the team.
Establishing objectives and key results (OKRs)
Set specific goals and metrics to measure success that help demonstrate the value of Amplify over time. These should align with your team's operational priorities and be easily measurable.
Establishing objectives
Sample objectives include:
Reduce ticket resolution time by 20% by enabling agents to proactively diagnose and resolve issues using Amplify insights.
Increase first-contact resolution (FCR) by 30% by equipping agents with end-user context and real-time device information at their fingertips.
Improve agent satisfaction and confidence, driven by a more empowered and informed support experience.
Align these objectives with existing KPIs where possible, and communicate them clearly to the team to create purpose and excitement around the launch.
Tracking and sharing impact
Quantifying the benefits of Amplify is essential for ongoing alignment and adoption. The following metrics communicate impact using both quantitative and qualitative measures:
First Contact Resolution (FCR) rate improvements.
Average Handle Time (AHT) reductions.
Agent Engagement: frequency of logins and feature usage.
Agent Feedback: comments on usefulness, suggestions for improvements.
Setting up dashboards or recurring reports that reflect these insights and sharing the resulting data with both leadership and frontline teams reinforces Amplify’s business value and operational impact.
Planning and setting up the launch
Once you have aligned any relevant stakeholders and established attainable goals, you can prepare the environment and launch plan. This phase ensures Amplify is properly integrated and positioned for a smooth rollout. Refer to Getting started with Amplify to begin the process.
Integrating Amplify with your ITSM Platform
To maximize value, Amplify should be embedded directly into your team's daily workflows, namely, your ITSM platform.
Collaborate with your ITSM Admin: Work closely with your ITSM administrator to enable Amplify within your ticket system (e.g., ServiceNow, Jira). This includes installing any required extensions, setting permissions, and ensuring compatibility.
Align to create targeted content: Partner with the Nexthink team to build or customize remote actions, checklists and workflows that address most of your organizational use case scenarios.
This ensures the initial Amplify rollout contains content relevant to your team's needs so they may be properly introduced to its value.
Validate access to insights: Confirm that agents can see Nexthink-generated recommendations, device scores, and relevant contextual insights directly within the ticket view.
Refer to the Integrating Amplify with web applications documentation for a relevant guide.
Configuring role-based access
There are two steps to setting up role-based access (RBAC) to Amplify.
Consider which content is suited for your L1 support agents, based on your organizational use cases. For instance, the L1 checklist pack available in the Nexthink Library is a great starting point for learning to use Amplify.
Once you have identified the content more suited to your needs, ensure the correct roles (e.g., agents, team leads) have appropriate visibility and access. This helps you manage who can view and act on insights without overwhelming the interface.
Refer to the Roles documentation for more information on setting up role-based access control.
A well-integrated ITSM experience ensures agents do not have to switch contexts, leading to faster adoption and quicker time-to-value.
Running a targeted pilot
Conduct a small pilot test before rolling out Amplify. This controlled approach helps identify successes, pain points, and operational gaps.
Select a small group: Choose a handful of experienced or high-performing agents who are likely to embrace new tools and provide quality feedback.
Define a 2-week trial period: A short pilot period allows you to quickly validate employee sentiment, measure impact, and refine your onboarding approach.
Analyze the resulting data:
Gather qualitative feedback from the test group through short interviews or surveys.
Collect anecdotal success stories that highlight real improvements in efficiency or satisfaction.
Identify any technical, procedural, or behavioral blockers that need to be addressed before an official launch.
Use insights from the pilot test to build confidence in your team and fine-tune your messaging and training materials for the full rollout.
Enabling and educating your team
For Amplify to have a lasting impact, agents need structured onboarding, practical examples, and ongoing encouragement. This phase ensures your team is not only trained but also confident and motivated to incorporate Amplify into their daily work.
Identifying key use cases and building supporting content
Before rolling out Amplify to the entire service desk, prepare it for immediate relevance by aligning it with the most common and high-impact support scenarios in your environment.
Adapt to your team's needs: Ensure Amplify is set up as a complementary tool based on your team's workflow.
Educate your team: Amplify, like any support tool, has a learning curve. Ensure your team has access to guides and educational materials to smooth the transition.
Analyze ticket trends: Review your most frequent service desk issues, such as device slowness, application crashes, VPN or Wi-Fi problems, or failed updates.
Update support procedures: Embed Amplify usage into your standard operating procedures so that it becomes the default approach for resolving specific issue types.
This point is critical to the entire process. Amplify works best if used as the default problem-solving tool for support tickets.
Test content in production: Ensure all new content is functional and available inside Amplify before going live. Agents should be able to launch it directly from within their support platform of choice.
By taking a scenario-driven approach, you position Amplify as a useful, practical tool that directly improves how agents work.
Implementing a two-step enablement plan
To build foundational knowledge and confidence, use a blended approach combining self-paced learning with a live, team-specific enablement session.
Self-paced learning to understand Amplify: L1 Support with Amplify on Nexthink Learn
Start by directing your team to complete the official online learning path. This module is:
Designed for frontline support teams.
Focused on real-world ticket handling using Amplify.
Embedded with hands-on simulations and tool walkthroughs.
Optional step: Live enablement session to evaluate the updated procedures, now including Amplify
After completing self-paced training, you can optionally host a live, interactive session tailored to your team. This session should:
Review top service desk use cases and map them to available Amplify features.
Explain how Remote Actions, Checklists, and Workflows are used in those contexts.
Include a live demo and open Q&A to clarify workflows and foster engagement.
Feature pilot agents sharing their experiences, tips, and success stories.
This hybrid approach reinforces learning, creates shared understanding, and empowers agents to begin using Amplify confidently from day one.
Building confidence with practical applications
Enablement does not end with training. Encourage daily use by simulating real tickets during team meetings or coaching moments. Scenarios may include:
Device running slowly or using excessive memory.
VPN or Wi-Fi performance issues.
Application not launching or freezing.
Outdated software or missing patches.
Encourage agents to start their investigations with Amplify before escalating issues or switching tools. This fosters habit-building and helps agents see the tool’s value in real time.
Maintaining ongoing engagement and support
Launching Amplify is just the beginning. Sustained success comes from continuous engagement, timely updates, and a culture of shared learning and feedback. As workflows evolve and new features become available, managers play a vital role in reinforcing Amplify’s value.
Implementing honest feedback loops
Reserve regular time slots to obtain agent feedback and promote continuous improvement:
Weekly stand-ups or quick check-ins: Use a few minutes to share wins, surface blockers, and highlight useful features or tips.
Amplify champions: Rotate a small group of experienced users to serve as peer mentors. They can help troubleshoot questions, share use cases, and encourage consistent adoption.
These mechanisms promote team ownership, boost confidence, and create a culture in which Amplify is seen as a dynamic, evolving part of the service desk toolkit.
Implementing long-term adoption tips
To ensure Amplify continues to drive results over time, take a proactive approach to evolution and reinforcement:
Evolve with ticket trends: Review support data quarterly and build new remote actions, checklists, or workflows that reflect ongoing and upcoming issue patterns.
Communicate content updates: When workflows are updated or new features are launched, share these changes with the team through huddles, newsletters, or digital signage.
Recognize high performers: Celebrate agents who consistently use Amplify or have demonstrated measurable improvements in support quality or speed.
Refresh training regularly: Schedule quarterly training refreshers or include Amplify updates in onboarding for new hires and during major feature releases.
By embedding Amplify into the team’s rhythm and rewarding its use, you build a strong foundation for continuous improvement and innovation in digital employee experience.
Your checklist
Use the following checklist to track your overall progress. Adjust the checklist to your needs and individual use cases based on your organizational setup.
Understand Amplify and its value
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Identify stakeholders
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Establish objectives and OKRs
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Integrate Amplify with your ITSM platform
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Run pilot
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Identify common use cases
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Build remote actions/checklists/workflows
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Assign Nexthink learning path
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Deliver an internal live enablement session
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Gather feeback
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