DEX Insights reports

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of DEX Insights reports

    The Digital End-User Experience (DEX) Insights tab in ServiceNow provides comprehensive reports on digital device health and performance. It covers battery health, system compliance, system performance, and system time for devices such as laptops and desktops. This monitoring enables efficient identification of issues and supports proactive device management.

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    Battery health

    DEX Insights tracks detailed battery health information for devices, including:

    • Device and User: Identification of the device and its owner.
    • Operating System: OS managing the device (e.g., Windows, macOS).
    • Battery Health State: Categories include Good, Moderate, Poor, or Unknown.
    • Battery Condition: OS-specific status values indicating battery state.
    • Capacity and Cycle Count: Metrics like fully charged capacity, percent of designed capacity, and cycle count before replacement.
    • Serial Number and Last Refresh Time: For tracking and record currency.

    System compliance

    This section helps monitor device adherence to organizational policies and applications:

    • Compliance Rating: Percentage reflecting compliance with tracked apps and policies.
    • Noncompliant Applications and Metrics: Identification of apps not running or policies not met according to standards.
    • Alerts: Notifications triggered by noncompliance events.
    • Additional Info: Device OS and physical location to contextualize compliance data.

    System performance

    Reports on resource utilization and potential performance bottlenecks include:

    • CPU Usage (%): Indicates processing power consumption, with high usage potentially degrading performance.
    • Memory Usage (%): RAM consumption affecting application stability and speed.
    • Disk Usage (%): Storage utilization impacting load times and system responsiveness.
    • I/O Usage (Read/Write kbps): Data transfer rates to and from storage, relevant for installed applications, helping identify latency and bottlenecks.
    • Device and User Identification: To associate performance metrics accurately.

    System time

    This section provides device operational metrics essential for lifecycle and uptime management:

    • Boot Time and Up Time: Details on last reboot and continuous running time.
    • Device Serial Number and Age: For asset tracking and lifecycle decisions.
    • Operating System and Last Refresh Time: Ensures data relevance and device context.

    Practical Benefits for ServiceNow Customers

    By leveraging DEX Insights reports, ServiceNow customers can proactively monitor device health and performance, enforce compliance policies, and quickly identify and resolve issues impacting end-user experience. This data-driven approach helps improve device reliability, user productivity, and overall IT service quality.

    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. 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
    Fully charged capacity 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.

    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. It's 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 metric values System policies 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.

    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.

    This field appears only for installed applications.
    IO usage write (kbps) Process of writing data to storage devices, like hard drives or solid-state drives, within a computer system.

    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.

    This field appears only for installed applications.

    System time

    Field Description
    Device Monitored digital devices, like laptops and desktops.
    User Owner of the device.
    Boot time Time when the device last rebooted.
    Up time Amount of time that the device has been running.
    Device serial number Serial number of the device.
    Device age Age 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.
    Last refresh time Last time the device record was updated.