ServiceNow Exchange: Autonomous IT Academy - DEX for Proactive Endpoint Support

Published on by seemasingh | Updated on

See Issues Before Users File Tickets: DEX for Proactive Endpoint Support | Autonomous IT Academy

Ticket volumes are up 82% year over year. MTTR is climbing. L1 is burning hours on the same repeat issues. And most IT teams still don't find out about endpoint problems until an employee files a ticket — by which point productivity is already gone and the service desk is already playing catch-up.

This session covers Digital End-user Experience (DEX) within the Zero Touch IT Support journey (Automate phase, value point 6). DEX sits right in the middle of the three capabilities that drive Zero Touch Support — alongside agentic triage and omnichannel self-service — and this episode explains why proactive deflection is the lever most teams underinvest in.

We start with the challenges traditional IT is up against: SaaS sprawl, device diversity, flat headcount, squeezed budgets, and no fleet-wide view of what's actually happening on employee devices. Then we get into what DEX actually does — it combines end-user IT estate visibility with AI-driven insights and automation to detect, diagnose, and fix issues before employees even notice them.

The session walks through four enterprise use cases with real outcome data. Proactive anomaly detection and deflection (15% incident deflection) — where DEX continuously monitors device and app health, triggers no-code engagement workflows, and runs bulk remediation across hundreds of devices with 26 out-of-the-box actions. AI-assisted L1 resolution (40-60% lower MTTR) — where the Investigation Tab gives agents device health and suggested resolutions at ticket creation, DEX AI Agents correlate device, app, and incident data to recommend root cause and one-click fixes, and the L1 IT Service Desk Specialist autonomously resolves common incidents end to end. Employee self-service — where employees see device health in Desktop Assistant and the portal, run one-click fixes themselves, and use Now Assist Virtual Agent in Teams and Slack to resolve issues conversationally. And targeted hardware refresh (10-20% device refresh deferral) — where DEX Scores flag healthy devices that can stay in service past their planned refresh, identify under-served users whose devices can't keep up, and right-size over-served users on the next cycle.

From there, Emre walks through a five-scenario live demo covering proactive problem identification and remediation, ITSM issue enrichment, faster resolution with DEX AI Agents, proactive engagement and self-service from the end-user perspective, and DEX scores and insights for workplace engineering.

The session closes with a three-step call to action: experiment with end-user experience monitoring in non-prod, enable DEX ACC on target devices with a pilot group, and automate use cases to move from monitoring to autonomous remediation.

What you'll walk away with: A clear understanding of why proactive endpoint monitoring is the unlock for Zero Touch IT Support, the four enterprise use cases with outcome benchmarks you can take to leadership, prerequisites and licensing requirements (Vancouver Patch 6+, ITSM Foundation, DEX Subscription Units), a six-stage adoption framework with specific roles and actions at each stage, and practical next steps including the DEX Bootcamp on Now University, monthly DEX Office Hours, and the DEX video walkthrough series.

Presenters: Jeetu Chauhan (Product Excellence Manager) and Emre Ilke Cosar (Sr. Staff Product Manager, ITSM DEX).

Keep going after this session:

Reference DEX Product Documentation — Full setup, configuration, and feature reference for Digital End-User Experience

Enroll in the DEX Bootcamp on Now University

Join the DEX Office Hours (every third Thursday of the month)

Watch the DEX video walkthrough series on YouTube

About ServiceNow® Exchange:

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events