Incident investigation with DEX

  • Release version: Zurich
  • Updated November 3, 2025
  • 2 minutes to read
    • Summarize
    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 Incident Investigation with DEX

    Incident investigation with DEX allows service desk agents to effectively diagnose and resolve issues for devices monitored by Digital End-User Experience (DEX). This feature provides a comprehensive overview of device and application health metrics, facilitating quicker incident resolution and a better experience for service desk interactions. It is available from the Zurich release and requires Service Operations Workspace for ITSM version 8.2 or later.

    Show full answer Show less

    Key Features

    • Accessing Diagnostics: Incident diagnostics and suggested resolutions can be accessed from the Investigation tab of an incident record page in the Service Operations Workspace.
    • Device Health Checklist: Displays overall health and performance metrics for the device linked to the incident, with the ability to refresh data for the most current metrics.
    • Top Processes Monitoring: Automated snapshots of CPU and memory usage highlight the top processes on DEX monitored devices, helping to identify resource consumption issues.
    • Suggested Resolutions: Provides issue diagnosis and actionable suggestions to enhance device and application performance.
    • Playbook Experience: Offers tools to manage remedial actions, allowing users to monitor progress, cancel ongoing tasks, and check action history.

    Key Outcomes

    By utilizing the incident investigation features of DEX, service desk agents can achieve faster resolution times for incidents, enhance device performance, and improve the overall user experience. Access to real-time diagnostics and suggested actions empowers agents to address common issues proactively, significantly benefiting the support process.

    Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.

    Incident investigation with DEX provides a comprehensive view of device and application health metrics, issue diagnosis, and suggested resolutions. It helps identify and resolve common device and application issues, leading to faster incident resolution and enhanced service desk experience.
    Important:
    Incident investigation with DEX is available from the Zurich release and requires Service Operations Workspace for ITSM version  8.2 or later.

    Accessing DEX incident diagnostics and suggested resolutions

    You can access incident diagnostics and suggested resolutions for DEX monitored devices from the Investigation tab of an incident record page. Navigate to the Service Operations Workspace and open the incident record from the Incidents list. For more information, see Incident Management in Service Operations Workspace and Features of the Investigation tab.
    Important:
    The configuration item (CI) associated with the incident record must be a DEX monitored device.
    Figure 1. DEX incident diagnostics and suggested resolutions
    DEX incident diagnostics and suggested resolutions accessed from the Investigation tab of an incident record

    Device health and metric checklist

    Review the overall health and performance of the device associated with the incident record in the Device health section. The Device health checklist shows details of device and application metrics for a specified duration. For more information, see Reviewing device health metrics in incident investigation with DEX.

    Selecting the Refresh icon displays the latest available data for device and application metrics.

    Top processes by CPU and memory usage

    Monitor the top processes by CPU and memory usage on DEX monitored devices. Automated snapshots captured periodically for different time range options show the top processes by CPU and memory usage on a device and the combined average usage percentages for these processes. For more information, see Reviewing top processes by resource usage in incident investigation with DEX.

    Suggested resolutions and remedial actions

    View issue diagnosis and suggested resolutions to improve device and application performance in the Suggested resolutions tab. For more information, see Suggested resolutions in incident investigation with DEX.

    In addition to the suggested resolutions, you can run remedial actions from the Action library to resolve device and application issues. For more information, see Run remedial actions from the Action library.

    Playbook Experience for remedial actions

    Use the Playbook Experience in incident investigation with DEX to view details of remedial actions in progress, cancel ongoing actions, and view playbook history. For more information, see Manage remedial actions in DEX incident investigation Playbook.