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Nexthink Raises Alarm Over Windows 10 Custom Support Costs

Nexthink, a global leader in Digital Employee Experience (DEX) management software, has issued a stark warning regarding the potential costs associated with custom support for Windows 10. Based on market share data and estimated business usage, Nexthink suggests that the expenses could surpass a staggering ¥1 trillion, roughly translating to $73 billion USD.

Currently, there are approximately 1.4 billion Windows-enabled devices worldwide. Out of these, about 30%, or 420 million devices, are utilized within private enterprises or public institutions. With Windows 10 still holding a significant 43% of market share — accounting for roughly 181 million devices — the implications of these statistics are profound.

Recent analysis of customer endpoints by Nexthink shows a significant decline in Windows 10 devices, with a 33% drop observed from May 19 to August 1. Should this trend continue, it is projected that the number of Windows 10 devices could fall to approximately 121 million by October 14. Given that the cost for custom support per device is estimated at around ¥8,800 or $61 USD, organizations may face an overall cost burden exceeding ¥1 trillion.

Tim Flower, DEX Strategist at Nexthink, commented on the situation, stating, "Transitioning from one OS to another should not incite confusion or fragmentation. Instead, it should be viewed as an excellent opportunity for employees to enhance their daily operational experiences. Prior to the transition, it's crucial to assess how devices and applications are performing, forecast potential issues, and put in place measures to ensure smooth upgrades. Our ultimate goal is to mitigate any productivity hindrances caused by IT incidents and support organizations in deriving clear benefits from their investments."

The analysis conducted by Nexthink on digital experiences between Windows 10 and Windows 11 indicates that Windows 11 is currently experiencing greater instability compared to its predecessor. Increased rates of system crashes (1.2% for Windows 11 versus 0.6% for Windows 10) and hard resets (9.9% for Windows 11 compared to 8.5% for Windows 10) have been reported. While such initial issues are typical when a new operating system is rolled out, these findings highlight how factors like hardware compatibility and system configurations can influence employee experience during OS migrations.

These risks are not insurmountable and can be foreseen and mitigated through customized library packs, allowing IT teams to gain critical insights and guidance to facilitate smoother transitions.

Tim further elaborated, "Initial challenges will inevitably accompany any migration, including our experiences with Windows 11. These issues are not always a reflection of the OS itself. More often than not, the problems stem from the underlying hardware or drivers. The key takeaway here is that without visibility, IT teams may find themselves working in the dark, leading to configurations that are prone to complications. With the right insights and tools, IT teams can accurately identify issues and apply proven best practices, ensuring the migration serves as an opportunity for true improvement rather than a setback."

Organizations need to adopt a data-driven, proactive approach in planning their OS transitions to adequately understand both technical requirements and the potential impacts on employee experiences. To achieve this, the following measures are advised:

• - Identify remaining Windows 10 devices and evaluate their hardware compatibility with Windows 11.
• - Plan risk mitigation strategies for unsupported devices, as they become increasingly susceptible to malware and phishing attacks.
• - Confirm application compatibility to prevent software issues and unsupported features.
• - Assess device performance, given that older hardware may hinder productivity and restrict upgrades.
• - Recognize that devices operating unsupported OS will likely require more IT support, thus assessing the impact on IT resources.
• - Educate employees on utilizing tools like Copilot or advanced multitasking features to avoid "AI FOMO" (fear of missing out on AI capabilities).
• - Facilitate smoother transitions to mitigate friction experienced by teams using both Windows 10 and Windows 11.

Tim concluded by stating, "Migrating to Windows 11 represents a significant project for organizations, but it all begins with understanding what you are working with. Successful organizations adopt a strategic approach to transitions—this means gauging the status of devices and applications while predicting their impact on employees. IT leaders have the opportunity to turn what may seem like a mere compliance deadline into a genuine chance to enhance how people work."

About Nexthink

Nexthink stands as a leader in Digital Employee Experience management software. The company empowers IT leaders with unprecedented insights, enabling them to understand, diagnose, and fix problems that affect employees across applications and networks before anyone even notices. As the first solution to enable IT to shift from reactive problem-solving to proactive optimization, Nexthink supports over 1,200 customers in delivering superior digital experiences for more than 15 million employees worldwide. With headquarters in Lausanne, Switzerland, and Boston, Massachusetts, USA, Nexthink is at the forefront of digital transformation for organizations everywhere.