Digital End-User Experience release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of Digital End-User Experience Australia Release Notes

    The ServiceNow Digital End-User Experience (DEX) application, updated in the Australia release, is a cloud-based solution that delivers comprehensive visibility and monitoring for user applications, networks, and devices. It enhances IT service desk capabilities by providing detailed device performance insights and AI-powered diagnostics to improve incident investigation and resolution.

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    Key Features

    • Incident Investigation Enhancements: Service desk agents can view automated snapshots of the top 10 CPU and memory-consuming processes directly within incident records. Snapshots update every 30 minutes, helping quickly identify resource-heavy processes causing device issues.
    • Zoom Call Quality Diagnosis: New AI-powered root cause analysis for Zoom call issues integrates device, network, and application data, providing actionable resolutions and guided self-help instructions via Now Assist.
    • Device Boot Time Monitoring: Tracks system startup performance with root cause analysis and suggested remedial actions to resolve slow boot issues.
    • GPU Utilization Metrics: Monitors GPU and VRAM usage to detect graphics performance bottlenecks, aiding faster resolution of rendering or memory-intensive issues.
    • Bulk Remediation: Enables service desk agents to apply remedial actions simultaneously across multiple impacted devices from the Insights page, improving efficiency and reducing manual work.
    • System Event Monitoring: Captures critical system-level events (e.g., crashes, shutdowns, disk warnings) from Windows and macOS devices. Custom events can be configured and event data is stored in ServiceNow for incident investigation and trend analysis.
    • Insight Reporting: Allows saving and managing custom reports of device health data with role-based access controls, facilitating repeatable analysis for IT operators and analysts.
    • DEX Browser Extension: Supports monitoring of web application performance metrics to extend visibility beyond devices.

    Practical Benefits for ServiceNow Customers

    • Improved Incident Resolution: With direct access to resource-intensive process data, AI-driven diagnostics, and system event insights, service desk agents can more quickly identify and resolve device and application issues.
    • Enhanced Productivity: Bulk remediation and built-in remedial actions reduce manual tasks, allowing faster issue resolution across multiple devices.
    • Proactive Device Health Management: Continuous monitoring of boot times, GPU usage, and system events enables early detection of potential problems, supporting a more stable end-user environment.
    • Integration with ServiceNow Ecosystem: DEX works seamlessly with other ServiceNow applications such as Operational Sustainability Management and ITSM tools, enabling comprehensive IT operations and sustainability management.

    Activation and Access

    Digital End-User Experience is available for installation via the ServiceNow Store. Activation requires requesting the app through the store, and usage depends on your ServiceNow AI Platform licensing tier (Foundation, Advanced, or Prime), which governs access to AI features and workflows.

    Additional Notes

    • The DEX application supports all languages available on the ServiceNow AI Platform.
    • Role-based access controls limit report saving and retrieval to DEX Engineers and Administrators.
    • Service desk agents can access device health metrics easily from incident records or Service Operations Workspace.

    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.
    • Diagnose and resolve Zoom call issues with the new Zoom AI capability, which provides device-level root cause analysis and suggested resolutions.
    • Monitor device boot time and use Now Assist to quickly diagnose startup delays and get actionable resolutions to resolve boot performance issues.
    • 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.
    • Generate event insights reports from collected event data to analyze device health trends and support incident investigation.
    • Save custom insight reports and access them from the left navigation panel for faster, repeatable analysis.

    See Digital End-User Experience for more information.

    Important:
    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.
    DEX issue diagnosis and resolution agentic workflow
    Service desk agents can diagnose and resolve Zoom call quality issues using the DEX issue diagnosis and resolution agentic workflow, which integrates Zoom-specific diagnostics that correlate device, network, and application data.
    Event monitoring with DEX
    Monitor system events on Windows and macOS devices to track critical system events available with your base system, 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. Activate or deactivate events or add custom events to extend monitoring beyond the base system catalog.

    Generate an insights report from event log data collected by the DEX agent.

    Save useful queries as named reports in the Insights reporting area to preserve them for future use. After you save a report, it appears in the left navigation panel for quick access. IT operators, L2 analysts, DEX engineers, and administrators can save, name, and retrieve reports. Role-based access controls restrict save and retrieval operations to the DEX Engineer and Administrator roles.

    AI-powered root cause analysis for Zoom call quality issues
    Use Now Assist for Zoom call issues to identify the root cause of call quality degradation and review the supporting metric evidence for deeper insight. The analysis highlights the contributing device and network factors directly in the Zoom call quality view. Get the real-time guidance, including device ready remedial actions, contextual self-help instructions, and relevant knowledge articles to help resolve the issue efficiently.
    Get AI driven insights for boot time performance
    Monitor device boot time to identify slow start-up issues and use Now Assist to investigate the root cause and get suggested resolutions, including remedial actions, self-help instructions, and knowledge articles to resolve boot performance problems quickly.
    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.
    ServiceNow product tiers
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets and create your own

    Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    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).
    Now Assist for IT Service Management (ITSM)
    From Desktop Assistant, use generative AI to enhance your productivity and efficiency through conversation and proactive experiences.
    ITSM Virtual Agent
    The ServiceNow Virtual Agent application enables you to scale your IT organization, where technicians can address more challenging IT-related user requests and incidents.
    ITSM Success Dashboard
    The ServiceNow ITSM Success Dashboard enables the leadership team and process owners to gain insights into the performance of their ServiceNow IT Service Management (ITSM) implementation using the KPIs defined in the ServiceNow AI Platform®.