Resolve issues proactively with DEX Proactive Resolution

  • Release version: Australia
  • Updated May 13, 2026
  • 1 minute to read

    • Use ServiceNow, Inc. Digital End-User Experience (DEX) to detect and resolve device and application issues before users report them, reducing disruptions and improving the end-user experience.

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

    • Real-time proactive resolution

      Detect and remediate device and application issues within minutes using metric rules, alerts, and automated or manual remediation actions. Use this approach for time-sensitive issues such as device crashes, disk usage thresholds, or application crashes.

    • Non-real-time proactive resolution

      Detect and remediate issues that require periodic review of aggregated or configuration data. Use this approach for issues such as system compliance, battery health, system performance, and DEX Score trends.

    Detection and remediation methods

    Each proactive resolution strategy uses different detection and remediation methods. The following table summarizes the options available in each strategy.

    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

    Other DEX resolution methods

    Proactive resolution is one of several ways DEX helps resolve device and application issues. Depending on the role and the workflow, you can also 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, Trigger bulk remediation from Insights, and DEX remedial actions 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 and DEX remedial actions for more details.