DEX Score metric definitions

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of DEX Score Metric Definitions

    The DEX Score metrics measure application and device performance, user sentiment, and service desk effectiveness. Calculated within specific time ranges and locations, these metrics help organizations evaluate their software and hardware environments to enhance user experience.

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    Key Features

    • Application Metrics:
      • Application crashes
      • Average DNS lookup
      • Average page load time
      • Average response time
      • CPU usage
      • Memory usage
      • Failed web requests
    • Device Metrics:
      • Battery health
      • CPU usage
      • Disk usage
      • Memory usage
      • WiFi receive rate
      • WiFi RSSI
      • WiFi transmit rate
    • User Sentiment Metrics:
      • Application survey
      • Device survey
    • Service Desk Metrics:
      • Customer satisfaction scores for resolved incidents
      • Number of resolved incidents
      • Mean time to resolve incidents
      • Number of closed major incidents
      • Percentage of first assignment resolution
      • Percentage of incidents that breached SLA
      • Percentage of reopened incidents
      • Total outages due to incidents

    Key Outcomes

    Understanding these metrics enables ServiceNow customers to assess application performance, monitor user satisfaction, and improve service desk operations. Key service desk metrics provide insights into incident management efficiency, helping organizations identify areas for improvement and enhance overall user experience.

    List of the base system DEX Score metric definitions.

    The DEX Score metrics are calculated for a specific application or device group within a defined time range and location.

    Table 1. DEX Score: Application metrics
    Metric Application type
    Application crashes Installed
    Average DNS lookup Web
    Average page load time Web
    Average response time Web
    CPU usage Installed
    Failed web requests Web
    Memory usage Installed
    Table 2. DEX Score: Device metrics
    Metric
    Battery health
    CPU usage
    Disk usage
    Memory usage
    Wifi receive rate
    Wifi RSSI
    Wifi transmit rate
    Table 3. DEX Score: User sentiment metric type
    Metric
    Application survey
    Device survey
    Table 4. DEX Score: Service desk metrics
    Metric Description
    Customer satisfaction scores for incident resolved The score for customer satisfaction surveys sent to users for resolved incidents. Scores are calculated only for those surveys that have been successfully submitted by users.

    Normalized values for surveys are considered and surveys with normalized values greater than zero are assigned weights on a scale of 0–100. For more information, see Normalized value for an assessment.
    Number of resolved incidents The number of incidents resolved or closed for an application or device group.

    For example, the number of Chrome application incidents resolved in the first week of July in New York.
    Mean time to resolve an incident The average time (in hours) taken to resolve incidents.

    It is calculated by averaging the differences between incident creation and resolution times for resolved incidents.
    Number of closed major incidents The number of major incidents resolved or closed for an application or device group.

    Major incidents are filtered by confirming that the Major Incident Management plugin (com.snc.incident.mim) is active and the Major incident state field on incident records is set to Accepted.
    Percentage of first assignment resolution This percentage is calculated by dividing the total number of first assignment resolution incidents (incidents with Reassignment count of zero in incident records) by the total number of incidents, and multiplying the result by 100.
    Percentage of incidents that breached SLA This percentage is calculated by dividing the number of incidents that have breached the SLA time by the total number of incidents, and multiplying the result by 100.

    The total number of incidents with SLA breach is the sum of incidents with the Has breached state marked as true in the Task SLA table of the incident records.
    Percentage of reopened incidents This percentage is calculated by dividing the number of incidents with Reopened count greater than zero in the incident records by the total number of incidents, and multiplying the result by 100.
    Total outages due to incidents The total duration of outages or degradation (in hours) caused by incidents.

    It is calculated as the sum of the durations of all outages recorded in the cmdb_ci_outage table.
    The number of closed major incidents, resolved incidents, and total outages due to incidents are metrics that help evaluate service desk experience but don’t contribute to the experience score.