DEX Insights reports

  • Release version: Zurich
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of DEX Insights reports

    The Digital End-User Experience (DEX) Insights tab delivers comprehensive reporting on key aspects of user devices, including battery health, system compliance, system performance, system time, event monitoring, file management, and Windows registry status. This enables ServiceNow customers to efficiently monitor device conditions, identify issues, and maintain optimal device performance and compliance.

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    Battery Health

    Reports include detailed battery status for devices such as laptops and desktops, covering battery health state (Good, Moderate, Poor, Unknown), OS-specific battery conditions (e.g., Windows or macOS statuses), full charge capacity, cycle count, and battery serial number. This helps in proactive battery management and replacement planning.

    Event Monitoring

    Tracks and counts events on devices, including the event name, severity level (Debug, Error, Fault, Info, Warning), and device-specific details. This supports identifying and troubleshooting device issues based on logged events.

    File Management

    Available after setup, this section monitors specific files across devices, categorizing them (e.g., Application, Security, Malicious) and reporting the number of devices containing each file. This aids in security and software management oversight.

    System Compliance

    Displays device compliance ratings as a percentage, based on adherence to applications and policy metrics. It highlights noncompliant applications and policy metrics, generates alerts for noncompliance, and includes device OS and location for context. This allows for enforcement and tracking of organizational compliance standards.

    System Performance

    Provides critical performance metrics per device and application, including CPU usage, memory usage, disk usage, and I/O read/write rates. Monitoring these metrics helps identify performance bottlenecks, optimize resource allocation, and maintain system stability and responsiveness.

    System Time

    Reports device boot time, uptime, provisioning time, last boot timestamp, and last record update time. This information supports tracking device availability, lifecycle, and operational status.

    Windows Registry

    After configuration, reports registry key issues on Windows devices by showing the full key path and the count of affected devices. This helps identify registry deviations from expected values that could impact device stability or compliance.

    Key Benefits for ServiceNow Customers

    • Enables proactive device health monitoring and issue detection across various parameters.
    • Supports compliance enforcement by highlighting noncompliant applications and policies.
    • Facilitates performance optimization through detailed resource usage insights.
    • Improves troubleshooting efficiency via event and registry key monitoring.
    • Provides actionable insights to maintain secure, compliant, and high-performing end-user devices.

    The Digital End-User Experience (DEX) Insights tab provides reports on the user device battery health, system compliance, system performance, and system time, which enables efficient monitoring and issue identification.

    Battery health

    Field Description
    Device Name of the monitored digital device, like a laptop or a desktop.
    User Owner of the device.
    Operating system OS that manages and controls the device hardware, as well as enables the execution of applications such as Windows or macOS.
    Battery health State of the battery health.

    Battery states include the following: Good, Moderate, Poor, Unknown
    Battery condition Battery condition values vary by OS.
    Each OS has the following values:
    • Windows: Degraded, Error, Lost Comm, No Contact, NonRecover, OK, Pred Fail, Service, Starting, Stopping, Stressed, Unknown.
    • macOS: Normal, Service Needed, Permanent Failure, Check Battery.
    Full charge capacity (mWh) Capacity of the battery when fully charged.
    Percent of designed capacity Current capacity divided by the designed capacity.
    Cycle count Cycle count before replacement.
    Battery serial number Serial number of the battery.
    Last refresh time Last time the record was updated.

    Event monitoring

    Field Description
    Device Name of the monitored digital device, like a laptop or a desktop.
    User Owner of the device.
    Event Name Name of the event monitored on this device.
    Event Count Number of the registered events on this device.
    OS Type OS that manages and controls the device hardware, as well as enables the execution of applications such as Windows or macOS.
    Log Level Selects the severity level of the log event being monitored, such as Debug, Error, Fault, Info, or Warning.

    File management

    Note:
    The data appears on this page only after File management has been set up.
    Field Description
    File name Name of the file set up for monitoring.
    Category One of the following categories assigned to the file: Application, Malicious, Security, Development tools, System, Others, Installers, Potentially Unwanted Programs.
    Device count Number of devices that have the file.

    You can select the number to see all devices where the file was detected.

    System compliance

    Field Description
    Device Name of the monitored digital device, like a laptop or a desktop.
    User Owner of the device.
    Compliance rating (%) Device's adherence to tracked applications and policy metrics, measured in percentage.

    The score is calculated by dividing the number of compliant applications and policy metrics by the total number of applications monitored.
    Noncompliant applications Applications monitored for compliance but not currently running on this device.
    Noncompliant policy metrics System policy metrics that don't return the expected or compliant values as required by your organization's compliance standards.
    Alert Alert triggered by a noncompliance event.
    Operating system OS that manages and controls the device hardware, as well as enables the execution of applications such as Windows or macOS.
    Location Physical location of the device.

    System performance

    Field Description
    Device Name of the monitored digital device, like a laptop or a desktop.
    User Owner of the device.
    CPU usage (%) Amount of processing power consumed by an application, measured in percentage.

    High CPU usage might result in degraded application performance, slower response times, and decreased user satisfaction. Identifying performance bottlenecks can help optimize application performance.
    Memory usage (%) Amount of memory or RAM consumed by an application, measured in percentage.

    High memory usage might result in degraded application performance, slower response times, crashes, and system instability. Monitoring memory usage can help optimize resource allocation and capacity planning.
    Disk usage (%) Proportion of storage capacity consumed by data and applications on a disk drive, measured in percentage.

    Elevated disk usage might lead to slower system performance, increased loading times, and potential storage-related issues. Monitoring disk usage can help optimize storage resources, avoid data bottlenecks, and promote efficient data management.
    IO usage read (kbps) Process of reading data from storage devices, such as hard drives or solid-state drives, within a computer system.

    This field appears only for installed applications.

    Excessive I/O read operations might lead to performance bottlenecks, increased latency, and slower system response times. Monitoring I/O read activities can verify that the data retrieval processes don't limit application performance.
    IO usage write (kbps) Process within a computer system of writing data to storage devices like hard drives or solid-state drives.

    This field appears only for installed applications.

    Excessive I/O write operations might lead to performance bottlenecks, increased latency, and slower system response times. Monitoring I/O write activities can verify that the data storage processes don't limit application performance.

    System time

    Field Description
    Device Monitored digital devices, like laptops and desktops.
    User Owner of the device.
    Boot time Amount of time took for the device to boot.
    Up time Amount of time that the device has been running.
    Time since provisioning Amount of time that has passed since the device was provisioned.
    Last boot timestamp Indicates when the boot time started.
    Last refresh time Last time the device record was updated.

    Windows registry

    Note:
    The data on the devices with Windows keys issues appears on this page only after the Windows registry has been set up and after the policy has run.
    Field Description
    Path Full Windows registry key path.
    Device count Number of devices that have issues with the registry key.
    Note:
    The number of devices shown in the report for each registry key identifies the devices where the reported registry key value is different from the expected value. You can select the number to see all devices where the key issue was detected.

    The error No value (check the configuration) appears when the path is incomplete or the key path configured for monitoring isn’t present on the device.