FAQs
Got questions? We’ve got answers. Our FAQ section covers everything from optimising digital experiences to understanding IT sustainability. Discover how ViadexOne simplifies complex IT challenges, empowers your workforce, and supports your business goals—one clear answer at a time.
What is ViadexOne, and how does it differ from traditional managed services?
ViadexOne is a modern converged managed service designed to improve the way organisations deploy, manage, and support end-user devices and digital experiences. Unlike traditional IT managed services, which often focus on reactive support, ViadexOne delivers a proactive, data-driven approach to device lifecycle management and Digital Employee Experience (DEX). By leveraging analytics and automation, we help businesses reduce IT disruptions, improve employee productivity and engagement, and optimise IT operations.
What types of organisations benefit most from ViadexOne?
ViadexOne is designed for mid-market through to large organisations with geographically dispersed teams. Companies that want to transform their end-user IT experience, reduce support tickets, optimise software licence costs, and streamline device management will see significant benefits. Whether you operate in a remote-first, hybrid, or office-based environment, ViadexOne ensures that your workforce has a seamless digital experience.
How does ViadexOne integrate with my existing IT infrastructure?
ViadexOne is built to complement and enhance your existing IT environment. Our service integrates with leading IT management tools, including Microsoft Intune, ServiceNow, Nexthink, and endpoint security solutions. We work alongside your internal IT teams, providing additional expertise and automation to improve overall IT service delivery without requiring a full infrastructure overhaul.
Is ViadexOne suitable for hybrid and remote workforces?
Absolutely. ViadexOne is designed for the modern workplace, where employees work across multiple locations, devices, and time zones. Our cloud-based monitoring, automated remediation, and proactive support ensure that employees get the best possible IT experience, no matter where they work.
How does ViadexOne ensure security and compliance in endpoint management?
Security is embedded into every aspect of ViadexOne’s service. We enforce device compliance policies, security patching, vulnerability management, and real-time monitoring to ensure your devices are secure and compliant. We also align with industry standards such as ISO 27001, SOC2, and GDPR to help businesses maintain regulatory compliance.
What is MDLS, and why is it important for modern IT environments?
Managed Digital Lifecycle Services (MDLS) is a comprehensive approach to managing the entire lifecycle of an endpoint device—from procurement and provisioning to support, optimisation, and secure decommissioning. MDLS is critical in modern IT environments because it ensures that employees always have access to well-managed, secure, and high-performing devices wherever they are needed, without placing additional burdens on internal IT teams.
What is Digital Employee Experience (DEX), and why does it matter?
Digital Employee Experience (DEX) refers to how employees interact with and experience the IT environment provided by their organisation. A poor DEX leads to frustration, lost productivity, and increased support tickets, whereas a well-managed DEX boosts employee engagement and efficiency.
How does DEX impact employee productivity and retention?
When employees struggle with IT issues—such as slow devices, connectivity problems, or software crashes—it directly impacts their productivity. A seamless, high-performing IT experience enhances job satisfaction and reduces frustration, leading to higher employee retention and engagement.
What is DEX as a Service, and how does ViadexOne deliver it?
DEX as a Service is ViadexOne’s proactive approach to IT support, which continuously monitors and optimises the employee experience. We use real-time analytics, automated remediations, and AI-driven insights to ensure employees have the best possible digital experience.
How does ViadexOne measure and improve DEX?
ViadexOne leverages Nexthink’s digital experience monitoring platform to gather real-time data on device performance, application usage, and end-user sentiment. We then use this data to identify and resolve potential IT issues before they affect employees.
What role does Nexthink play in ViadexOne’s DEX offering?
Nexthink is a leading DEX analytics platform that allows us to measure user experience across key metrics like device health, application performance, and employee feedback. ViadexOne integrates Nexthink insights into our proactive support model to drive continuous IT service improvements.
How does ViadexOne proactively support end-users and IT teams?
We use real-time monitoring and AI-driven automation to detect and fix IT issues before they impact users. This proactive approach significantly reduces support ticket volumes and minimises IT disruptions.
What level of visibility and reporting does ViadexOne provide?
ViadexOne provides detailed dashboards and reports on device performance, security compliance, and user experience. These insights help IT teams identify trends, optimise resources, and make data-driven decisions.
How does ViadexOne help reduce IT support tickets and improve first-time fix rates?
By using advanced analytics and automated remediations, ViadexOne prevents many common IT issues from ever reaching the service desk. For issues that do require support, our data-driven approach ensures a higher first-time fix rate, reducing downtime for employees.
What SLAs and support coverage does ViadexOne offer?
ViadexOne provides customisable Service Level Agreements (SLAs) based on business needs, including 24/7 monitoring, proactive remediation, and ITIL-based support services.
How can my organisation get started with ViadexOne?
Getting started is simple—contact us for a consultation and assessment of your current environment. We’ll work with your team to define the best MDLS and DEX strategy, ensuring a smooth implementation.
