--- sourceDocument: Brazil IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Digital End-user Experience Self-service # Digital End-user Experience Self-service {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Digital End-user Experience Self-service (DEX Self-service) enables you to monitor device health performance and view and resolve detected issues. DEX Self-service provides insights into device health by detecting issues and enabling you to use suggested resolutions to improve device and application performance. These resolutions include remedial actions, self-help instructions, or links to help resources. You can initiate device actions even when no issues are detected to maintain optimal device and application performance. If a resolution doesn't improve performance, fallback options guide you to the next steps. The video provides an overview of DEX Self-service, including how to access it and how employees can use it to resolve common device and application issues independently. It demonstrates this process with an example of using DEX Self-service from Desktop Assistant. By default, DEX Self-service is inactive in the base system. To activate it, you must enable the base system issue configurations. For more information, see [Enable issue configurations for DEX Self-service](https://www.servicenow.com/docs/utkhphxTTA4ncerJUna9xQ "Enable issue resolutions for DEX Self-service so that end users can resolve device, application, and connectivity issues on their own."). When you install DEX Self-service, several base system components are automatically installed. For more information, see [Components installed with DEX Self-service](https://www.servicenow.com/docs/sLiJDHEBvB50uXE0a32w8Q "Several components are installed with DEX Self-service."). ## DEX Self-service benefits {#dex-self-service-overview__section_scz_bns_fkc} * Device and application health monitoring: Real-time monitoring of device and application health provides insight into performance status. * Issue resolution with guided support: Resolutions are suggested for detected issues, with fallback options available if resolutions don't improve performance. * Proactive device health maintenance: Device actions can be triggered to maintain optimal device and application performance even if no issues are detected. * Flexible configuration: Device health categories, issues, and device actions can be configured by administrators to meet organizational needs. {#dex-self-service-overview__ul_sdb_hns_fkc} ## DEX Self-service access {#dex-self-service-overview__section_ygb_p1s_fkc} You can access Device health check from the following sources: * Employee Center. For more information, see [Check device health using Employee Center](https://www.servicenow.com/docs/A422aVMgcQXY_0BXaY58Ow "Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal."). * Desktop Assistant. For more information, see [Check device health using Desktop Assistant](https://www.servicenow.com/docs/60zSqJkXMscbOT2KDtnn6g "Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant."). * ServiceNow Otto Virtual Agent. For more information, see [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://www.servicenow.com/docs/aGdL1k1Cw5qaU9xjv3DwNw "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them."). {#dex-self-service-overview__ul_ffz_r1s_fkc} ## DEX Self-service workflow for employees {#dex-self-service-overview__section_d5m_r2s_fkc} 1. Device health check access from Employee Center, Desktop Assistant, or ServiceNow Otto for ITSM Virtual Agent. 2. Device selection if there are multiple devices, where employees can select a device to check its health. 3. Device health review by performance category (Good, Average, or Poor). For more information about how device health is calculated, see [Device health check calculation](https://www.servicenow.com/docs/Imwvg~YSLrmD6piKjI7dkw "The device health check calculates the performance of each device health category and classifies it as Good, Average, or Poor."). 4. Device action execution for optimal device performance, even when no issues are detected. Note: You can access the Device actions tab from Employee Center or Desktop Assistant. 5. Resolution of device health issues by using issue-specific suggested resolutions, which include remedial actions, self-help instructions, or links to help resources. 6. Resolution status feedback to determine if the resolution was successful. If a resolution proves unsuccessful or there is no improvement in device performance, a fallback action is provided to guide the next steps. DEX administrators configure fallback options as part of the issue configurations. {#dex-self-service-overview__ol_dqc_t2s_fkc} ## Operating system support {#dex-self-service-overview__section_ym5_vns_fkc} DEX Self-service supports Windows and macOS devices. Issue configurations related to DEX Self-service device health check and device actions are scoped to Windows, macOS, or both. Only configurations matching the device OS are available on that device. The two operating systems differ in how the Agent Client Collector (ACC) agent runs device health checks and device actions. * Windows: The ACC agent runs device health checks and device actions under the ACC agent service account. For setup details, see [Install ACC for DEX on Windows](https://www.servicenow.com/docs/Ivd~Eg8j328aCMrWXf5UTA "Install Agent Client Collector (ACC) on a Windows device so that Digital End-User Experience (DEX) can collect performance data and identify issues."). * macOS: The ACC agent runs device health checks and device actions under a specific local service account named `_servicenow`. Using an incorrect account name during setup causes device health checks and device actions to appear to run but not complete successfully. For setup details, see [Install ACC for DEX on macOS](https://www.servicenow.com/docs/FGPXxMrDA6VwWdJ1NQcAVg "Install Agent Client Collector (ACC) on a macOS device so that DEX can collect performance data and identify issues.") and [Configure the ServiceNow sudoers file](https://www.servicenow.com/docs/KVqQNXSU2o2PPbAPap1Lng "Configure the ServiceNow sudoers file to grant the servicenow user the permissions to run specific commands with elevated privileges."). {#dex-self-service-overview__ul_vxh_34s_fkc} **Related concepts** * [Configuring Digital End-user Experience Self-service](https://www.servicenow.com/docs/9uZYky~sEzmulzQC5pj_Eg "The DEX Self-service plugin is installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX administrators.") * [Using Digital End-user Experience Self-service](https://www.servicenow.com/docs/RT4N4YWjOmB5RQwcdBW4Kw "With Digital End-user Experience Self-service, you can monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the ServiceNow Otto for ITSM Virtual Agent.") **Related tasks** * [Enable issue configurations for DEX Self-service](https://www.servicenow.com/docs/utkhphxTTA4ncerJUna9xQ "Enable issue resolutions for DEX Self-service so that end users can resolve device, application, and connectivity issues on their own.") * [Check device health using Employee Center](https://www.servicenow.com/docs/A422aVMgcQXY_0BXaY58Ow "Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal.") * [Check device health using Desktop Assistant](https://www.servicenow.com/docs/60zSqJkXMscbOT2KDtnn6g "Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant.") * [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://www.servicenow.com/docs/aGdL1k1Cw5qaU9xjv3DwNw "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.")