Digital End-User Experience release notes

The ServiceNow® Digital End-User Experience application is a cloud-based tool providing IT with comprehensive visibility and monitoring for user applications, networks, and devices. Digital End-User Experience was enhanced and updated in the Australia release.

Digital End-User Experience highlights for the Australia release

• Enable service desk agents to view and manage the top 10 CPU and memory-consuming processes in the Investigation tab of incident records, with automated snapshots every 30 minutes to quickly identify and end processes causing device issues, thus improving service desk productivity.
• View device boot time metrics to assess system startup health and identify potential issues.
• Gain deeper visibility into device performance with GPU (Graphics Processing Unit) utilization metrics.
• Apply remedial actions to multiple devices at once directly from the Insights page to resolve issues faster with bulk remediation.
• Monitor system-level events from Windows and macOS devices to gain deeper insight into device health and stability. Configure events of interest and capture event data directly in ServiceNow to support incident investigation and proactive service desk operations.

See Digital End-User Experience for more information.

重要:

Digital End-User Experience is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Australia release

Reviewing top processes by resource usage in incident investigation with DEX

Service desk agents can now view automated snapshots of the top 10 CPU and memory-consuming processes directly in the Investigation tab of incident records. The snapshots that are captured every 30 minutes are initially triggered when an incident is created and a configuration item is tagged. You can refresh and filter snapshots over different time ranges and monitor processes causing device issues.

Event monitoring with DEX

Monitor system events on Windows and macOS devices to track critical system events available with your base DEX application, configure additional events to monitor, and review collected event data stored in your ServiceNow instance.

Monitor system-level events, such as application crashes, unexpected shutdowns, disk space warnings, failed login attempts, and service failures. The DEX agent captures event data directly from managed endpoints and stores it in the Event Log Monitoring Configs table. Activate or deactivate events or add custom events to extend monitoring beyond the base system catalog.

Monitor boot performance metrics

View detailed boot performance metrics and identify issues that might cause slow startup times on the device.

View GPU device metric details

Monitor GPU and VRAM (Video Random Access Memory) usage on the Device page to assess graphics performance and identify bottlenecks. GPU usage shows the percentage of graphics processing capacity in use, while VRAM usage highlights memory consumption for graphics intensive workloads. These metrics help detect rendering issues, memory intensive applications, and performance degradation enabling faster investigation and resolution of GPU related device problems.

Applications

Monitor application performance by application version to accelerate incident resolution and improve deployment quality. This enables the Service desk agent in faster root cause analysis and data-driven deployment decisions improving the overall end-user experience.

Bulk Remediation for Impacted Devices

Select multiple impacted devices from the Insights page and apply remedial actions in bulk. Service desk agents can now resolve issues across multiple devices simultaneously, improving productivity and reducing manual effort.

Digital End-User Experience Remedial Actions

The DEX base system includes the new remedial action Sync device to Intune.

Activation information

Install Digital End-User Experience by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Browser requirements

Enable the DEX browser extension to monitor web applications for various operational or performance-based metrics on your system. For more information, see Enable DEX browser extension.

Localization information

Localization is applicable to DEX in all languages supported by the ServiceNow AI Platform.

Related ServiceNow applications and features

Operational Sustainability Management (formerly Environmental, Social, and Governance)

Use the DEX integration with the Operational Sustainability Management to assess your organization's Green IT maturity, with actionable insights and the ability to identify improvement areas and help reduce unnecessary energy consumption and costs. Pinpoint energy waste across devices, hardware, and IT infrastructure, as well as track the carbon footprint of CO₂ emissions. You can see real-time energy consumption metrics on the ESG dashboard.

DEX for Service Desk agents

As a Service Desk agent, view device metrics from within the platform by navigating to the DEX Device health page. You can access the page from the Core UI incident experience or from the Investigate tab Service Operations Workspace (SOW).

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