Digital End User Experience (DEX) Prevent and deflect incidents, and resolve issues faster As businesses accelerate digital transformation, employees have come to rely on IT more than ever. Not only are they dependent on laptops and other devices, but they’re also using an increasing number of applications to get their work done. Employee satisfaction, productivity and performance can be impacted by problems with this technology. Often these problems persist and go unreported as employees restart apps or find their own temporary workaround – but the frustration remains. At the same time, service desks are under ever-increasing pressure. When things go wrong and an employee finally logs a ticket, they are looking for a fast and painless solution. Service desks are dealing with a rise in incidents and help requests, leading to agent overload, increased support costs, and poor response times. When they engage with an employee, the service desk agent often lacks any insight into what the employee is really experiencing. So many incidents are related to the last mile – that is, what is actually happening on the employee’s device. The problem is that many organizations don’t have visibility of the last mile—the true digital experience seen through the consumer lens. For example, let’s assume that a user complains that it’s taking forever to get information from your accounting system. The service desk agent checks and sees there are no outages or degradations reported by your operations team, so it’s likely to be a local issue. But where? Is it the user’s device? The local Wi-Fi network? Or perhaps it’s the client software they’re using. Without last-mile visibility, diagnosing and fixing these types of issues is complex and time-consuming. SaaS apps complicate things even further—is it really a local problem, or is the SaaS app misbehaving? Deflect incidents by empowering employees The ServiceNow solution for enhancing the Digital Employee Experience and deflecting incidents is called Digital End-User Experience (DEX). The DEX Desktop Assistant runs on the End-User’s laptop, empowering them with access to intuitive self-service. This means that they can quickly resolve simple issues rather than having to contact your service desk. For example, they can easily run basic diagnostics such as network tests, or access knowledge articles to resolve issues by themselves. The Desktop Assistant can also leverage the ITSM Virtual Agent to provide an embedded chatbot for additional support, further increasing incident deflection. To accelerate adoption, the Desktop Assistant is designed to integrate into the way employees work and provide a one-stop shop for all their service needs. For example, it provides a configurable one-click launchpad for other applications. It also works seamlessly with ServiceNow Employee Center, giving employees catalog-based access to all the services that they need—not just IT services. Common scenario Lindsey is attending a remote meeting when her video conferencing tool crashes. Lindsay connects again and completes the call. A week later Lindsey experiences another crash during a call. What was a minor annoyance is becoming more of a problem. Lindsey uses the DEX Desktop Assistant to run a network test on her laptop but this doesn’t reveal a problem. While still in the Desktop Assistant, Lindsey uses Virtual Agent to quickly and easily open a ticket. The service desk agent is able to retrieve the application crash information and uses it to identify the cause and recommend a remediation to Lindsey. Give service desk agents comprehensive last-mile visibility DEX puts last-mile visibility at your fingertips. By embedding a software agent on End-User devices, it gives your service desk staff instant access to device and application information right in their ServiceNow workspace, automatically enriching incidents with device and application information. For example, an agent can: • Quickly access device information such as the operating system version, installed software, manufacturer, and model, as well as CPU, memory, storage, and other hardware details. Windows, Linux and MacOS are supported, including virtual desktops. • Easily see device performance and issues, including CPU and memory usage, disk I/O stats, uptime, battery health, running processes, application crashes, and software, network, and hardware events. • Instantly understand the configuration and behavior of desktop apps such as Zoom, Office 365, Teams, and others, including data such as the application version, application-specific network, CPU, and memory utilization, crash and restart rates, and usage statistics. • Get detailed insights into SaaS apps accessed from the End-User’s device, including Salesforce, Adobe Creative Cloud, and other SaaS apps running in a Chrome browser. This includes key app experience metrics such as availability, DNS lookup times, response times, failed web requests, page views, and total usage and session times. Resolve incidents faster and with less effort By giving service desk agents instant access to comprehensive device and application experience data, DEX simplifies and accelerates incident diagnosis. Agents now have the information they need to resolve incidents quickly and efficiently, rather than having to request further information from the end user or waste time trying to manually gather data. But DEX doesn’t stop there. For instance, agents can also access user devices through DEX without having to log directly into the device, saving even more time. This allows them to easily gather additional information, execute queries, and run diagnostic tests directly from ServiceNow. DEX also includes playbooks to guide diagnosis of common issues, and automates remediation actions such as restarting devices and killing processes. The outcome? Higher service desk efficiency and a better service desk experience for your end users. Use DEX data in other ways across the platform The depth of information from DEX can be helpful in other ways and can be easily accessed as needed. Examples include adding dimension to asset management or providing power or other information that might be used in an Environment, Social and Governance (ESG) activity. DEX Features The Desktop Assistant seamlessly connects the employee with resources for self-service and higher levels of support. IT can use it to notify of outages or other important announcements or the employee can do their own network tests and other diagnostics. The Desktop Assistant also provides easy access to catalogs, the ServiceNow Employee Center and other useful self-help actions such as chatting with a virtual agent. Perhaps the greatest value of ServiceNow Digital End-User Experience is the ability to leverage new information alongside the breadth of data already available within ServiceNow. Application and Device Health comes with a new Dashboard in the Service Operations Workspace with a live drill-down into hot spots. This seamlessly connects with IT Service Management. Proactively prevent End-User incidents As a service desk owner, resolving End-User incidents is a top priority. But wouldn’t it be even better if there were fewer incidents in the first place? What if your IT organization could proactively prevent incidents? Increasingly, IT organizations are seeking to do exactly that by establishing digital employee experience or workplace engineering teams. The goal is to proactively manage and improve the digital experiences for employees by identifying and addressing systemic digital experience issues before end users are affected. Just like DEX gives your service desk team comprehensive last-mile visibility, it does the same for these digital employee experience teams. It lets them identify specific issue hotspots and trends, such as regional connectivity issues, specific applications that are starting to crash more frequently, or laptops with poor battery health. This means that they can proactively address these issues—for example, by improving Wi-Fi coverage or replacing affected devices—preventing incidents from reaching your service desk in the first place. Let’s recap Businesses and other organizations are becoming increasingly dependent on digital technology. As technology use grows, many service desks are struggling to cope with increasing volumes of End-User incidents. These incidents are often last- mile issues, such as problems with End-User devices, wireless networks, application clients, and web-based access to SaaS applications. However, service tests often don’t have last-mile visibility, making it challenging and time-consuming to resolve these incidents. ServiceNow DEX delivers this last-mile visibility. It also provides intuitive self-service for end users, so that they can resolve problems by themselves. This helps service desk teams to: • Resolve incidents faster and with less effort • Deflect incidents by empowering end users • Proactively prevent incidents The result? You improve the End-User digital experience while reducing service desk costs. To find out more about DEX and what it can do for your service desk talk to your ServiceNow partner or representative or visit: servicenow.com/products/digital-end-user-experience.html To find out more about the full coverage of employee experiences from ServiceNow visit: servicenow.com/workflows/employee-workflows.html Proactively identify experience issues before they become IT tickets Diagnostics Provide visibility into employee device metrics to the service desk agent and the ability to take action Support call productivity Elevate employee experience and improve satisfaction Proactive notifications Remediation with workflows and an incident deflection strategy for the IT service desk Last mile automation © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc.