Spark

Nexthink Spark is the personal IT agent for every employee. Built on Nexthink’s DEX platform, it combines real-time telemetry, AI-driven diagnostics, and IT-approved end-to-end remediation to resolve issues in seconds - no queues, no handoffs, and no tickets. Organizations cut support cost while boosting productivity.

Currently, Spark supports MS Teams as a communication channel and integrates with ServiceNow for incident management. Nexthink is planning more third-party integrations for future releases.

Spark capabilities

Spark provides the following capabilities:

• Agentic AI resolution engine: Understands employee issues expressed in natural language, evaluates DEX data and system context, and executes IT-approved actions to resolve issues autonomously.

• DEX-powered diagnostics: Uses real-time endpoint, application and experience data from Nexthink Infinity to identify root causes.

• IT-approved agent automations: Executes out-of-the-box Agent Actions as well as custom actions and multi-step workflows defined by IT.

• Omnichannel employee interface: Engages employees through supported communication channels as part of the IT self-service workflow.

• Governance, audit and reasoning: Logs conversations, actions and decisions to provide visibility, tuning and compliance support.

• ROI dashboards and value modeling: Tracks eliminated tickets, time saved and operational impact using configurable models.

Depending on your current licensing model, this capability may require an additional license. Contact your Nexthink representative for more information

How Spark supports different roles

Role	How Spark supports the role
Employees	Interprets IT requests in natural language, runs DEX-powered diagnostics and executes remediation actions through supported communication channels to resolve issues.
Service desk teams	Automates repetitive Level 1 issues, provides full conversation and action history during escalation and surfaces opportunities to expand automation coverage.
End-user computing and digital workplace teams	Uses real-time DEX telemetry across devices, applications and networks to diagnose root causes and apply IT-approved Agent Actions and workflows.
IT administrators	Defines approved actions, workflows and governance policies, and reviews audit logs for conversations, decisions and remediations.
IT leadership	Tracks ticket reduction, time savings and operational impact through dashboards and reporting aligned to organizational objectives.

Refer to the Getting started with Spark documentation to better understand the basic components of Spark.