Digital Workplace Support FAQs – ViadexOne
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.
About ViadexOne & Managed Services
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 with MDLS.
What types of organisations benefit most from ViadexOne?
Designed for mid-market through to large organisations with geographically dispersed teams—ideal for reducing support tickets, optimising licence costs, and streamlining device management across remote, hybrid, or office-based environments.
How does ViadexOne integrate with my existing IT infrastructure?
We complement your environment and integrate with Microsoft Intune, ServiceNow, Nexthink, and endpoint security solutions—augmenting internal teams with automation-led support.
Is ViadexOne suitable for hybrid and remote workforces?
Yes—cloud-based monitoring, automated remediations, and proactive remediation and support ensure great experiences wherever people work.
DEX, MDLS & Digital Experience Monitoring
What is MDLS, and why is it important?
A complete lifecycle solution from procurement to secure decommissioning—ensuring well-managed, secure, high-performing devices without burdening internal IT.
What is DEX, and why does it matter?
DEX is how employees experience the IT environment. Strong DEX boosts productivity and engagement; poor DEX does the opposite.
How does ViadexOne measure and improve DEX?
We use Nexthink for real-time data on device performance, application usage, and sentiment—identifying and resolving issues before they affect users.
Other FAQ's
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 endpoint protection, and real-time digital experience 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 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 experience score and employee satisfaction. 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 digital experience 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 DEX 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.