The main driver for using DEX was the need for trustworthy data to support major infrastructure and end-user computing decisions. “When I joined Yamaha, we were preparing for a Windows 10 to Windows 11 migration and had been told that roughly 2,000 devices needed to be replaced,” Muhammad says. “There was a $2.4 million budget tied to that estimate, but there was no validated data behind it.”
The company was also dealing with mixed reports and inconsistent asset data, which made it difficult to confidently justify spending. “The goal of deploying DEX was to understand exactly what we had in our environment, what truly needed attention, and where we could avoid unnecessary cost while still meeting deadlines and performance expectations,” Muhammad says.
ControlUp ONE provides deep visibility into endpoint hardware, software, and usage data, and helps turn that data into something meaningful that Muhammad’s team can act on. Beyond cost savings, ControlUp ONE has helped reduce service desk workload, improve transparency with stakeholders, and support better planning and prioritization, he says.
The addition of AI promises even more benefits. “ControlUp is moving in a direction where AI plays a meaningful role, and that is something I am very interested in,” Muhammad says. “From my perspective, the real value of AI in DEX is its ability to analyze historical data, logs, and patterns to help us anticipate and fix problems before employees experience them. You cannot predict the exact moment of an incident, but based on historical data, you know where problems are likely to occur and when.”
The end result is fewer disruptions, faster resolution times, and a better overall experience for employees, while allowing IT teams to handle more issues with less effort.
Another company, healthcare provider AdventHealth, is using Lakeside SysTrack as its enterprise DEX platform. SysTrack has been in place for several years, with a major license expansion between 2022 and 2024, says Sonny Noto, vice president of technology services at AdventHealth. AI and IT service management capabilities are now being enabled to support the service desk and engineering teams, he says.
“We needed to evolve beyond reactive, ticket-based support,” Noto says. “SysTrack’s telemetry and analytics provide predictive visibility into device health, application performance, [and] user friction.” Visibility into the performance of Epic electronic health record (EHR) software has been especially important, he says.
“Before SysTrack, monitoring was fragmented,” Noto says. “SysTrack unified endpoint telemetry, dashboards, and automated incident generation — particularly for clinical workflows.” It also provides visibility into remote connectivity and collaboration experiences to better support hybrid workflows, as well as device health scoring, CPU/memory/storage insights, driver and peripheral health, and application behavior across more than 100,000 endpoints.
“Teams are able to isolate workstation-specific causes of issues that previously appeared to be Epic performance problems,” Noto says.
AdventHealth is actively enabling SysTrack AI, which provides a substantial leap forward in how the company can detect, diagnose, and resolve endpoint issues, Noto says. Among the categories of AI features now in use or being piloted are natural‑language querying across endpoint telemetry, allowing engineers and service desk staff to address a variety of user issues; automated diagnostic findings, with the system’s Pulse feature analyzing thousands of device signals and producing intelligent summaries of root-cause factors; and anomaly detection and early warning indicators for deviations from normal behavior.
The company is building one of the first integrations between SysTrack AI and AI assistant platform Moveworks, combining conversational AI with real-time device intelligence and ensuring immediate consumption of telemetry, health scores, and AI findings, Noto says.
Southwest Airlines began its DEX journey in 2021, with the deployment of Nexthink’s platform. The company was aiming to modernize endpoint visibility and shift from reactive IT operations to a proactive, data-driven model, says Darius Cincan, enterprise endpoint & digital experience leader.
Prior to deploying DEX, Southwest faced challenges including lack of real-time visibility, reactive issue resolution, and inefficiencies in endpoint remediation, Cincan says.
The primary objectives included proactively identifying issues before they impacted employees and reducing disruption to the workforce. “Equally important was the goal of elevating the employee experience by minimizing performance degradation and downtime,” Cincan says.
Nexthink provides real-time monitoring, analytics, and automation across all endpoints, enabling IT teams to detect issues early and remediate them at scale.
“One notable outcome has been the reduction in user login times, achieved by identifying and addressing the underlying causes of slow logons,” Cincan says. “Nexthink has also enabled automated reboot campaigns based on device performance, proactively restoring system stability and improving the day-to-day compute experience for end users.”
In shared device environments, automated logoff of idle user profiles has helped reclaim system resources and reduce profile bloat, Cincan says. “Automated cleanup of unused user profiles and disk space has significantly reduced storage consumption, mitigating ‘disk full’ conditions that can block operating system updates, application installations, and security patching,” he says. This has reduced the need to procure higher-capacity storage hardware, resulting in cost savings.
Nexthink has strengthened root cause analysis capabilities by correlating endpoint telemetry across hardware, operating system, application, and user experience data, which has shortened troubleshooting cycles and cut dependency on multi-team investigations, Cincan says.
The platform supports natural language queries, allowing IT teams to ask questions in plain English and receive contextual insights, recommendations, and links to relevant dashboards or knowledge resources, Cincan says. “AI-driven insights automatically assess alert scope and impact, enabling teams to prioritize the most critical issues,” he says.
By automating remediation, improving visibility, and leveraging AI-driven insights, Southwest Airlines has reduced operational friction and shifted IT from a reactive support function to a proactive experience enabler, Cincan says.
This story was originally published in August 2022 and updated in March 2026.
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