---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Digital End-User Experience

# Digital End-User Experience {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
ServiceNow®
Digital End-User Experience (DEX) offers comprehensive monitoring for applications, networks, and devices, promoting optimal performance across all channels. DEX includes Application and Device Health for monitoring performance and compliance, DEX Content Playbook for facilitating remediation with policies and metrics checks, and Desktop Assistant for integrating ServiceNow functionalities into the daily end-user workflows.

## DEX Overview {#dex-landing__section_wjv_4lx_nxb}

ServiceNow
DEX gives IT professionals proactive oversight of end-user applications, devices, and networks. The DEX capabilities help your organization improve the technology experience for employees, support self-service issue resolution, and connect employees with IT when additional support is
required.

DEX
Application and Device Health collects and tracks user experience data and performance metrics, supporting application, user, and device management.

Desktop Assistant enables employees to troubleshoot issues, receive notifications, and interact with the Virtual Agent. The application provides a convenient access for the employees to monitor local applications, requests, and perform network tests.

The Digital End-user Experience Self-service functionality is available through a widget in Desktop Assistant and Employee Center, as well as through the Virtual Agent. You can check device issues, resolve them based on suggested resolutions, and initiate device actions to maintain optimal device performance. With Virtual Agent, you can get answers to your questions quickly and seamlessly, without having to wait on hold or speak to a representative over the phone.

DEX Content Playbook typically includes web or installed application monitoring, user device health monitoring, remediation, as well as diagnostic actions for users to run on their connected devices for
troubleshooting.

For a unified monitoring workspace and relevant content (policies, check definitions, and actions), refer to Application and Device Health and DEX Content Playbook.

The Digital Experience Score dashboard provides comprehensive insight into the digital experience of your employees by analyzing three key data sources: monitored metrics from end-user devices, user sentiment, and service desk
experience. For more information, see [Digital Experience Score​](https://servicenow-prod.fluidtopics.net/zx_TpP4xCqCOYCkjlpwJYQ "Digital Experience Score​ provides comprehensive insight into the digital experience of your employees, enabling you to identify areas of improvement to enhance overall employee experience.").

Proactive Engagement can assist your organization to improve employee productivity and satisfaction by proactively detecting digital experience issues and enabling employees to self-solve on a day-to-day
basis.

## Get started with DEX {#dex-landing__section_xjv_4lx_nxb}

|-|-|
| [Explore Leverage the system for monitoring and remediation objectives.](https://servicenow-prod.fluidtopics.net/vwZfDVmVoEeCnfawtTEkNw "The Digital End-User Experience (DEX) suite provides proactive visibility to help you understand and improve the end-user experience across your organization. It includes Application and Device Health, DEX Content Playbook, Desktop Assistant, Digital Experience Score​, and Proactive Engagement to help diagnose and address negative experiences.") | [ConfigureConfigure Digital End-User Experience.](https://servicenow-prod.fluidtopics.net/8XZNMBiqW0MBh~DhxBOwKQ "You can set up and configure Digital End-User Experience based on your organization's specific requirements. Learn how to integrate web and installed applications and to manage the Application and Device Health monitoring system.") |
| [ManageMonitor and manage the digital workplace with Digital End-User Experience.](https://servicenow-prod.fluidtopics.net/xFTradUwCDtbI5E63KrliQ "Application and Device Health is a powerful solution for monitoring and managing your IT environment from an end-user perspective. It offers a variety of features that provide valuable insights into how users interact with the technology they rely on every day.") | [ReferenceGet information about the DEX Workspace administration.](https://servicenow-prod.fluidtopics.net/6z2TgTkY4XFb4RpM_txJXg "Reference topics provide additional information about the cards, lists, and forms that helps you to configure and use DEX Application and Device Health.") |
| [Use DEX AI capabilitiesUse DEX AI capabilities to diagnose and resolve device and application issues.](https://servicenow-prod.fluidtopics.net/TUb5ggDn2qzpEggQKWoq_w "Use the Digital End-User Experience (DEX) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.") |   |
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{#dex-landing__table_yjv_4lx_nxb}

## Troubleshoot and get help {#dex-landing__section_epq_skg_1nb}

[Contact Now Support.](https://support.servicenow.com/now?draw=case)