--- sourceDocument: Zurich IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Digital End-User Experience # Digital End-User Experience {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## 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 full answer 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 {#dex-landing__section_wjv_4lx_nxb} 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​](https://www.servicenow.com/docs/qT7qrzZCoK2VKolX9KTTvQ "Digital Experience Score​ provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience."). 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. ## Get started with DEX {#dex-landing__section_xjv_4lx_nxb} |-|-| | [Explore Leverage the system for monitoring and remediation objectives.](https://www.servicenow.com/docs/E1o_DgHP9Wi~x~9oz869xQ "The Digital End-User Experience (DEX) suite offers proactive visibility to help you understand and improve the end-user experience across your organization. It includes Application and Device Health, DEX Content Playbook, Desktop Assistant, Digital Experience Score​, and Proactive Engagement to provide unique benefits to diagnose and address negative experiences.") | [ConfigureConfigure Digital End-User Experience.](https://www.servicenow.com/docs/Eqsi2yY4fQyCWik3~J2JzQ "You can set up and configure Digital End-User Experience based on your organization's specific requirements. Learn how to integrate web and installed applications and to manage the Application and Device Health monitoring system.") | | [ManageMonitor and manage the digital workplace with Digital End-User Experience.](https://www.servicenow.com/docs/FrOwXdBYwDa0LVVidDsfXw "Application and Device Health is a powerful solution for monitoring and managing your IT environment from an end-user perspective. It offers a variety of features that provide valuable insights into how users interact with the technology they rely on every day.") | [ReferenceGet information about the DEX Workspace administration.](https://www.servicenow.com/docs/ZspOpZpcy_j2y7tWlJfnLA "Reference topics provide additional information about the cards, lists, and forms that helps you to configure and use DEX Application and Device Health.") | | [Use agentic AIUse the DEX agentic workflow to diagnose and resolve device issues.](https://www.servicenow.com/docs/X4nLzZndkgenVpeRKZhZ4A "Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.") | | [ ] {#dex-landing__table_yjv_4lx_nxb} ## Troubleshoot and get help {#dex-landing__section_epq_skg_1nb} [Contact Now Support.](https://support.servicenow.com/now?draw=case)