ServiceNow Digital End User Experience Video Series: Transform Your Digital Workplace

Joe Offenberg · an hour ago

We've created a comprehensive 4-video series that walks you through the complete DEX journey. In just over an hour, you'll see how IT Operations leaders, Service Desk professionals, and IT executives are using DEX to solve real-world challenges.

Video 1: Endpoint Operations & Device Management (20 min)

The IT Ops Foundation

Discover how to deploy DEX agents and browser extensions at scale, monitor device health in real-time, and automate remediation on hundreds of devices simultaneously.

What You'll See:

Deploying agents and browser extensions across your fleet
Identifying device and application issues before users complain
Running bulk remediation actions with a single click
Creating compliance reports tailored to your industry (PCI-DSS, CIS, etc.)
Setting up role-based access so different teams see only what they need
Automating workflows triggered by specific device events

Why Watch: If you manage IT infrastructure or oversee endpoint operations, this video shows the foundation of DEX: powerful visibility + automated action.

Video 2: Autonomous IT Support & Self-Service Resolution (18 min)

The Service Desk Revolution

See how Service Desk teams deliver faster, smarter support using DEX integrated directly into your ITSM platform—and how AI agents take routine troubleshooting off your plate.

What You'll See:

DEX investigation integrated into ITSM incidents (Service Operations Workspace)
Guided troubleshooting paths that walk agents through diagnostics step-by-step
One-click remedial actions (clear cache, restart services, reinstall apps)
NowAssist AI agents performing autonomous diagnosis and resolution
Self-service portal for end-users to self-resolve common issues
Full audit logging of who did what, and when

Why Watch: If you support a Service Desk team or want to reduce first-call resolution time and ticket volume, this is your video.

Video 3: Experience Analysis & Employee Sentiment (11 min)

The Data Behind the Experience

Move beyond device metrics. Learn how DEX combines objective performance data with subjective employee sentiment to reveal the true digital experience.

What You'll See:

DEX Score: a unified experience metric combining device health + employee satisfaction
Device and application experience scores across your organization
Smart surveys that trigger at the right moments (after issues, during deployments, etc.)
How older technology and underperforming endpoints impact employee morale
Experience trends by department, role, location, and persona
Executive reporting that connects IT investments to employee satisfaction

Why Watch: If you're an IT leader, CIO, or anyone responsible for showing the business impact of IT investments, this video demonstrates why experience metrics matter.

Video 4: Employee Personas & Adoption Enablement (15 min)

Driving Organizational Change

Most technology deployments fail because adoption strategies are one-size-fits-all. Watch how DEX identifies personas, targets communications, and accelerates technology adoption.

What You'll See:

Defining employee personas based on actual usage patterns
Measuring adoption during and after technology rollouts
Targeted campaigns and nudges for specific employee groups
Identifying candidates for VDI/DaaS or device right-sizing
Automatically reclaiming unused software licenses
Correlating high DEX scores with adoption success

Why Watch: If you're rolling out new technology, managing change, or trying to optimize software spending, this video shows how DEX drives adoption and reduces waste.

🎯 How to Use This Series

New to DEX? Start with Video 1. It gives you the foundation and shows what's possible.

Service Desk team? Jump to Video 2 to see how DEX streamlines support workflows.

IT Leadership/Executive? Watch Video 3 to understand how to measure and communicate digital workplace value.

Rolling out new technology? Video 4 is your playbook for adoption and change management.

Go deep? Watch all 4 videos in order. Total time: ~64 minutes. Worth every second.

💡 Key Takeaways

By the end of this series, you'll understand:

✅ How to measure digital employee experience — combining performance data + employee sentiment
✅ How to automate IT at scale — from endpoint management to AI-powered support
✅ How to make IT proactive, not reactive — identifying issues before users report them
✅ How to accelerate technology adoption — with persona-based strategies
✅ How to optimize IT spending — through intelligent resource allocation

🚀 Getting Started

Ready to dive in? Click the playlist link below or search for "Digital End User Experience in Action" on YouTube.

➡️ Watch the Full DEX Video Series

Have questions? Drop them in the comments below. Our product team and community members are here to help.

Want to discuss your use case? Let's connect in the comments or in the #digital-end-user-experience channel.

📌 What's Next?

After watching:

Explore the DEX Documentation
Download Implementation Guide
Request a Demo