---
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


---

# Resolve issues

# Proactive issue resolution with DEX {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Digital End-User Experience (DEX) detects and resolves device and application issues before users report them, which reduces disruptions for employees.

DEX supports two proactive resolution strategies depending on how quickly an issue must be addressed:

* [Real-time proactive resolution](https://www.servicenow.com/docs/tXnSrcGVLbgxWrU4PMNhbw "Real-time proactive resolution uses metric rules, alerts, and auto-correction scripts to detect and remediate device and application issues within minutes, before users are affected.")

  Detect and remediate device and application issues using metric rules, alerts, and automated or manual remediation actions. Address time-sensitive issues such as device crashes, high disk usage, or application crashes.
* [Non-real-time proactive resolution](https://www.servicenow.com/docs/vLsH1edLypNVLtRkB_exEA "Non-real-time proactive resolution uses reports, dashboards, and scheduled jobs to periodically detect and remediate device issues that require aggregated or configuration data. Examples include system compliance, battery health, and DEX Score trends.")

  Monitor and remediate conditions that require periodic data review, such as system compliance, battery health, system performance, and DEX Score trends.

{#resolve-issues-proactively-dex__dex-proactive-resolution-strategies}

## Detection and remediation methods {#resolve-issues-proactively-dex__dex-proactive-resolution-additional-info}

Each proactive resolution strategy uses different detection and remediation methods. The following table summarizes the options available in each strategy.
{#resolve-issues-proactively-dex__dex-proactive-resolution-methods-table__entry__3}

| Strategy | Detection | Remediation |
|-|-|-|
| Real-time (metric-based) | Metric rules that generate alerts when a threshold is breached | Automated actions defined in the metric rule, or manual bulk actions from the alert |
| Real-time (auto-correction scripts) | Check definitions wrapped in policies, run at a defined frequency | Scripts that detect and correct conditions automatically, including when the device is offline |
| Non-real-time | Reports, dashboards, and scheduled jobs that query aggregated data tables | Custom flows, scheduled jobs, or bulk actions from insight reports |
[ ]

{#resolve-issues-proactively-dex__dex-proactive-resolution-methods-table}

## Other DEX resolution methods {#resolve-issues-proactively-dex__dex-proactive-resolution-related-methods}

Proactive resolution is a way DEX helps you resolve device and application issues. Based on the role and the workflow, you can use the following methods, many of which work together with the real-time and non-real-time
strategies.

Custom insights reports and bulk remediation
:   Identify a population of devices that meet a condition and remediate them as a group. See [Create an insights report](https://www.servicenow.com/docs/mA12FrSe5NVb~tKD6n~aDQ "Build and run custom reports to uncover insights across your digital workspace. Use the capability to generate reports on any of the performance metrics on a device or application."), [Trigger bulk remediation from Insights](https://www.servicenow.com/docs/lQqRBfNyPl~sh5aXnikr0g "Trigger a remedial action on multiple devices simultaneously from the Insights page."), and [Creating DEX remedial actions](https://www.servicenow.com/docs/0ZQGpg~KdvCHA7XxPDYhlw "Create and manage your custom remedial actions from Check Definitions.") for more details.

Metric Analyzer
:   Investigate device and application metrics interactively when no metric rule has been authored yet. See [View collected metrics with Metrics analyzer](https://www.servicenow.com/docs/UDqwr9c8dIrVaiuL6_aT0w "Use the Metrics analyzer to view metrics collected for a given device or application during a specific time.") and [Creating DEX remedial actions](https://www.servicenow.com/docs/0ZQGpg~KdvCHA7XxPDYhlw "Create and manage your custom remedial actions from Check Definitions.") for more details.