Digital End-User Experience
Summarize
Summary of Digital End-User Experience
ServiceNow® Digital End-User Experience (DEX) provides comprehensive monitoring and management of applications, networks, and devices to ensure optimal performance across all user channels. It empowers IT professionals to proactively oversee end-user technology environments, helping organizations enhance employee technology experiences, enable self-service issue resolution, and facilitate efficient IT support engagement.
Show less
Key Features
- Application and Device Health: Collects and tracks user experience data and performance metrics to support application, user, and device management.
- Desktop Assistant: Offers employees tools to troubleshoot issues, receive notifications, interact with Virtual Agent, and perform network tests—all integrated into daily workflows.
- Digital End-User Experience Self-Service: Available through Desktop Assistant, Employee Center widget, and Virtual Agent, enabling employees to check device issues, apply suggested resolutions, and initiate device actions to maintain performance.
- DEX Content Playbook: Provides monitoring for web and installed applications, user device health, remediation steps, and diagnostic actions to troubleshoot connected devices.
- Digital Experience Score Dashboard: Analyzes end-user device metrics, user sentiment, and service desk experience to deliver comprehensive insights into employee digital experience.
- Proactive Engagement: Detects digital experience issues early, helping improve employee productivity by enabling self-resolution of common problems.
- Agentic AI Workflow: Utilizes AI-driven workflows within DEX to diagnose and resolve device issues efficiently.
Practical Use for ServiceNow Customers
ServiceNow customers can leverage DEX to monitor digital workplace health proactively, streamline remediation processes, and enhance end-user satisfaction. Configuration and management features allow IT teams to tailor monitoring and remediation policies to their environment. Employees benefit from integrated self-service options and AI-powered assistance, reducing downtime and support costs.
Getting Started and Support
- Explore DEX capabilities to align monitoring and remediation goals with organizational needs.
- Configure the Digital End-User Experience environment to enable comprehensive oversight.
- Manage ongoing monitoring through the DEX Workspace and dashboards.
- Use the agentic AI workflows for efficient issue diagnostics and resolution.
- Contact ServiceNow Support for troubleshooting and assistance.
ServiceNow® Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.
DEX Overview
ServiceNow DEX empowers you as IT professionals with proactive oversight of end-user applications, devices, and networks. The DEX capabilities enable your organization to improve the technology experience for its employees, make it simple for them to self-solve issues and engage with a knowledgeable IT team when extra support is needed.
DEX Application and Device Health collects and tracks user experience data and performance metrics, supporting application, user, and device management.
Desktop Assistant enables employees to troubleshoot issues, receive notifications, and interact with the Virtual Agent. The application provides a convenient access for the employees to monitor local applications, requests, and perform network tests.
The Digital End-user Experience Self-service functionality is available through a widget in Desktop Assistant and Employee Center, as well as through the Virtual Agent. You can check device issues, resolve them based on suggested resolutions, and initiate device actions to maintain optimal device performance. With Virtual Agent, you can get answers to your questions quickly and seamlessly, without having to wait on hold or speak to a representative over the phone.
DEX Content Playbook typically includes web or installed application monitoring, user device health monitoring, remediation, as well as diagnostic actions for users to run on their connected devices for troubleshooting.
For a unified monitoring workspace and relevant content (policies, check definitions, and actions), refer to Application and Device Health and DEX Content Playbook.
The Digital Experience Score dashboard provides comprehensive insight into the digital experience of your employees by analyzing three key data sources: monitored metrics from end-user devices, user sentiment, and service desk experience. For more information, see Digital Experience Score.
Proactive Engagement can assist your organization to improve employee productivity and satisfaction by proactively detecting digital experience issues and enabling employees to self-solve on a day-to-day basis.