---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# DEX

# Agentic AI in Digital End-User Experience {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the Digital End-User Experience (DEX) agentic workflow to diagnose and resolve issues on DEX monitored devices.  
Important:  
To access the DEX issue diagnosis and resolution agentic workflow, make sure that you install the following applications:

* ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
* Digital End-User Experience application. For more information, see [Install Digital End-User Experience](https://www.servicenow.com/docs/3Ei~nK2qqh_Lci8rn9XW7A "Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.") and [Configuring Digital End-User Experience](https://www.servicenow.com/docs/8XZNMBiqW0MBh~DhxBOwKQ "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.").

{#itsm-dex-ai-agents__ul_njv_r54_jhc}  
Note:  
* Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI](https://www.servicenow.com/docs/WcfOlXXsblGBwae~t3mouA "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
* For all available ITSM agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/4Jk8WQleWG1oyOhFHHAkZw "Use the IT Service Management AI agents within an agentic workflow to complete tasks autonomously.").
{#itsm-dex-ai-agents__ul_tvp_jhl_khc}

The DEX issue diagnosis and resolution agentic workflow enables service desk agents to diagnose issues based on real-time insights into device and application health and resolve these
issues using targeted resolution plans directly from the workspace.  
The agentic workflow uses two AI agents to conduct root cause analysis for incidents and provide issue resolution plans.

* DEX diagnosis AI agent
* DEX resolution plan AI agent
{#itsm-dex-ai-agents__ul_n2g_grr_bhc}