--- 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 --- # Digital End-User Experience # Digital End-User Experience {#ariaid-title1} * Release version: Australia * * 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 of applications, networks, and devices to ensure optimal performance across all channels. It empowers IT professionals with proactive oversight of end-user environments, enhancing employee technology experiences, supporting self-service issue resolution, and connecting users with IT support when needed. Show full answer Show less ## Key Features * **Application and Device Health:** Collects and tracks user experience data and performance metrics to support effective application, user, and device management. * **DEX Content Playbook:** Facilitates remediation through policies, metrics checks, and diagnostic actions for troubleshooting user devices and applications. * **Desktop Assistant:** Integrates ServiceNow functionalities into daily workflows, enabling employees to troubleshoot issues, receive notifications, interact with the Virtual Agent, monitor applications, and perform network tests. * **Self-Service Functionality:** Available via Desktop Assistant, Employee Center, and Virtual Agent, allowing users to check and resolve device issues independently and initiate device maintenance actions. * **Digital Experience Score Dashboard:** Offers comprehensive insights by analyzing metrics from devices, user sentiment, and service desk interactions to evaluate overall digital experience quality. * **Proactive Engagement:** Detects digital experience issues early and encourages employee self-resolution to improve productivity and satisfaction. * **AI Capabilities:** Supports diagnosis and resolution of device and application issues using AI-driven insights. ## Practical Use and Benefits for ServiceNow Customers By implementing DEX, organizations can: * Gain real-time visibility into end-user application and device performance. * Enable employees to resolve common issues independently, reducing IT support load. * Leverage automated policies and diagnostic tools to maintain device compliance and health. * Improve overall employee satisfaction and productivity through proactive monitoring and engagement. * Access centralized management and remediation workflows within the ServiceNow platform. ## Getting Started and Support ServiceNow customers can begin by exploring DEX capabilities for monitoring and remediation, configuring the system to fit their needs, and managing the digital workplace through the DEX workspace. For assistance, users can rely on Virtual Agent support or contact ServiceNow Support for troubleshooting and further help. 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 gives IT professionals proactive oversight of end-user applications, devices, and networks. The DEX capabilities help your organization improve the technology experience for employees, support self-service issue resolution, and connect employees with IT when additional support is required. 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/zx_TpP4xCqCOYCkjlpwJYQ "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/vwZfDVmVoEeCnfawtTEkNw "The Digital End-User Experience (DEX) suite provides 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 help diagnose and address negative experiences.") | [ConfigureConfigure 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.") | | [ManageMonitor and manage the digital workplace with Digital End-User Experience.](https://www.servicenow.com/docs/xFTradUwCDtbI5E63KrliQ "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/6z2TgTkY4XFb4RpM_txJXg "Reference topics provide additional information about the cards, lists, and forms that helps you to configure and use DEX Application and Device Health.") | | [Use DEX AI capabilitiesUse DEX AI capabilities to diagnose and resolve device and application issues.](https://www.servicenow.com/docs/TUb5ggDn2qzpEggQKWoq_w "Use the Digital End-User Experience (DEX) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.") | | [ ] {#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)