Exploring Digital End-user Experience Self-service

  • Release version: Yokohama
  • Updated April 6, 2025
  • 4 minutes to read
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    Summary of Exploring Digital End-user Experience Self-service

    The Digital End-user Experience Self-service (DEX Self-service) allows ServiceNow customers to monitor and manage device performance through the Device health check feature. This feature is accessible via the Desktop Assistant, Employee Center, or conversationally through the Now Assist-enabled Virtual Agent. It enables users to check device health on demand and resolve detected issues using recommended resolutions such as remedial actions, self-help instructions, or URLs. Additionally, users can perform proactive Device Actions to maintain optimal device and application performance even when no issues are detected.

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    Key Features

    • Access Points: Device health checks can be initiated from Employee Center, Desktop Assistant, or Now Assist for ITSM Virtual Agent.
    • Device Health Categories: Includes device performance, computer restart status, disk space, battery health, application performance (MS Teams, Outlook, Zoom), and network stability (WiFi signal strength, VPN connectivity).
    • Issue Configurations: Predefined issues mapped to sub-categories such as pending restarts, low disk space, application crashes, poor battery health, weak WiFi signals, and VPN disconnections on both macOS and Windows devices. These configurations can be enabled and customized by administrators.
    • Device Actions: Base system provides actions like reinstalling applications (MS Teams, Outlook, Zoom) on macOS and clearing disk space on Windows, allowing users to proactively maintain device health.
    • Employee Experience: Users can select devices (if multiple), view health status (Good, Average, Poor) by category, and take action based on suggested resolutions. Feedback on resolution effectiveness is collected, with fallback actions configured for unresolved issues.

    Key Outcomes

    • Empowered Users: Employees can independently check device and application health, apply recommended fixes, and maintain device performance without immediate IT intervention.
    • Improved Device Reliability: Proactive Device Actions help sustain optimal system performance and minimize disruptions.
    • Customizable Experience: Administrators can configure health categories, issue definitions, and device actions to tailor the self-service experience to organizational needs.
    • Streamlined Support: The feedback and fallback mechanism ensures unresolved issues are escalated appropriately, improving overall IT support efficiency.

    The Digital End-user Experience Self-service (DEX Self-service) enables you to monitor your device performance through the Device health check, which is available as a widget in Desktop Assistant and Employee Center, or conversationally through the Now Assist-enabled Virtual Agent.

    Digital End-user Experience Self-service overview

    Using DEX Self-service you can check the device health on demand and address any detected issues by DEX by leveraging recommended resolutions, which can either be remedial actions, self-help instructions, or URLs. Additionally, the widget offers Device Actions that can be triggered even when no issues are detected on the device, allowing you to maintain good performance of the devices and applications.

    You can access Device health check from the following sources:
    Table 1. DEX Self-service sources
    Source Feature
    Employee Center Check your device's health using Employee Center
    Desktop Assistant Check your device's health using Desktop Assistant
    Now Assist for ITSM Virtual Agent Check your device’s health using Now Assist for ITSM
    DEX Self-service provides the following device health categories and sub-categories in the base system.:
    • Device performance
      • Computer last restart
      • Disk space
      • Battery health
    • Application(s) performance
      • MS Teams application stability
      • Outlook application stability
      • Zoom application stability
    • Network stability
      • Wifi signal strength
      • VPN connectivity
    Note:
    To configure the categories, see Configure DEX Self-service categories and subcategories.
    DEX Self-service provides the following Issue configurations which are mapped to the relevant sub-categories:
    • Computer restart pending on macOS and Windows device
    • Low disk space on Windows device
    • Low disk space on macOS device
    • MS Teams application crash on Windows device
    • MS Teams application crash on macOS device
    • Outlook application crash on Windows device
    • Outlook application crash on macOS device
    • Poor device battery health on macOS and Windows device
    • Poor WiFi signal on Windows device
    • Poor WiFi signal on macOS device
    • VPN Disconnected in Windows and macOS device
    • Zoom application crash on macOS device
    • Zoom application crash on Windows device
    Note:
    The DEX Self-service provides the following device actions in the base system:
    • MAC OS- The device action Reinstall application is available for Microsoft Teams, Microsoft Outlook, and Zoom applications.
    • Windows OS- The device action Clear disk space is available.
    Note:
    To update the device actions, see Configure DEX Self-service device actions.

    DEX Self-service Employee experience

    The Employee experience includes the following:

    1. Access the device health from any of following sources:
      • Employee Center
      • Desktop Assistant
      • Now Assist for ITSM Virtual Agent
        Note:
        To learn how the virtual agent enables you to check your device health, see .
    2. (Optional) Select the device to check its health if there are multiple devices.
    3. View the health of the device by category. It could be Good, Average, or Poor To know about how the device health is calculated, see Device heath check calculation .
      Note:
      Additionally, you can access the Device actions tab irrespective of the device performance. The Device actions tab is available if you are accessing Device health check from the Employee Center or Desktop Assistant.
    4. Take action based on the suggested resolution for any issues detected per category. A resolution can be any of the following:
      • Remedial action button
      • Self-help instructions
      • URL
    5. Based on the result of the resolution, the following options are provided:
      • If the resolution is successful, then a feedback question appears where you can select Yes or No to confirm that process was helpful in resolving the issue. If the user selects No, then the fall back action is provided.
      • If the resolution fails which means if there is no improvement in device performance or user marked issue as unresolved, then a fallback action is provided.
        Note:
        Fallback options can be configured by the DEX admin as part of the issue configurations.

    DEX Self-service benefits

    Table 2. DEX Self-service benefits
    Benefit Feature Users
    Check the health of the device and applications. Using Digital End-user Experience Self-service Employees
    Use remedial actions – Diagnose the device health and use the suggested resolutions for poor performing subcategories. The resolutions are provided either in the form of remedial action button, URL, or self-help instructions. If the resolution does not improve the performance of the subcategories, fallback options are provided. Using Digital End-user Experience Self-service Employees
    Use device actions - These actions can be used without having any issue associated with it.  These remedial actions allow the user to maintain good performance of the devices and applications. Using Digital End-user Experience Self-service Employees
    Configure the categories, issues, and device actions. Configuring Digital End-user Experience Self-service DEX Admin

    What to explore next

    To learn more about configuring and using Digital End-user Experience Self-service, see: