---
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


---

# Explore

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read  
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.

## Digital End-User Experience overview {#explore-dex-console2__cf-exploring-parent-overview}

The Digital End-User Experience (DEX) provides end-to-end visibility into the health of applications, networks, and end-user devices. DEX provides such features as application, user, and device navigation, trend analysis, and various useful metrics. With DEX you can identify the root cause of an issue instead of addressing only its effects.

## Digital End-User Experience users {#explore-dex-console2__cf-exploring-parent-users}

For examples of how different people in your organization would use DEX
Application and Device Health, see these users and roles.  
{#explore-dex-console2__table_gvc_l53_dxb__entry__3}

| Role title \[name\] | Contains roles | Description |
|-|-|-|
| DEX administrator \[sn_dex.admin\] | * sn_dex.user * sn_dex.engineer * agent_client_collector_admin * report_admin {#explore-dex-console2__ul_c45_whj_2xb} | Responsible for managing user access to DEX, managing the applications that are being monitored, and handling onboarding or offboarding-related tasks. This role also troubleshoots any issues that arise within the application. |
| DEX engineer \[sn_dex.engineer\] | sn_dex.user | Responsible for accessing and executing the remedial actions. |
| DEX user \[sn_dex.user\] | * dependency_views * agent_client_collector_user * sow_incident_read * mbplus_reader * sam_user * evt_mgmt_user {#explore-dex-console2__ul_fk4_yhj_2xb} | Responsible for accessing and using the features provided by DEX. |
| DEX Service Desk agent \[sn_dex.service_desk_user\] | Not applicable | Responsible for L1 or L2 support representatives accessing DEX from the incident platform to explore and investigate the details of the devices linked to the incident. Also responsible for accessing and executing the remedial actions allowed for this role. |
[Table 1. Application and Device Health users and roles]

{#explore-dex-console2__table_gvc_l53_dxb}

For examples of how different people in your organization would use Desktop Assistant, see these use cases.  
{#explore-dex-console2__table_gk2_5vt_mwb__entry__2}

| User | Responsibilities |
|-|-|
| Desktop Assistant administrator \[sn_dex_desktop.admin\] | Responsible for managing configurations and resolving any issues that might arise within the application. |
| Desktop Assistant user \[sn_dex_desktop.user\] | Responsible for using Desktop Assistant. Cannot configure any items within the application. |
[Table 2. Desktop Assistant users and responsibilities]

{#explore-dex-console2__table_gk2_5vt_mwb}

## Digital End-User Experience workflow {#explore-dex-console2__cf-exploring-parent-workflow}

Depending on your role, you can use Digital End-User Experience for a variety of scenarios.
Figure 1. Digital End-User Experience overview

## Digital End-User Experience benefits {#explore-dex-console2__cf-exploring-parent-benefits}

Having a positive digital experience can lead to the following benefits:

Proactive visibility into the end-user experience

:   Gain insights into the digital experience of your application and services from the end-user viewpoint, regardless of their location, device type, or network connectivity. Identify and measure the health of user systems ---
    view what applications and system crashes are happening. All this reliability data is brought together in one central workspace, enabling your IT team to examine detailed data without deploying additional monitors.

Increased productivity

:   Access digital tools and resources easily to troubleshoot IT issues, reset passwords, or access software. Reducing the burden on IT staff can increase productivity. The DEX Content Playbook includes policies and checks for metrics and subsequent actions required for different operating systems.

Issue analysis

:   Identify and analyze issues by providing insights into pain points, usage patterns, performance, and impact. By analyzing DEX data, organizations can identify areas for improvement and make data-driven decisions to enhance the digital workplace experience for end users.

Performance evaluation

:   Provide insights into the productivity, efficiency, user behavior, and engagement. DEX provides a wealth of device performance and health information. This data can help IT teams understand how a given application is being used and identify areas for
    improvement.

Enhanced engagement

:   Promote end-user experience and productivity by continuously measuring and monitoring application and device health metrics. Gain end-to-end visibility and insights into the overall user experience and quickly identify users,
    applications, and devices with poor experiences that need your attention. A positive digital experience can support end-user engagement and job satisfaction.

Optimized end-user digital experience

:   Desktop Assistant is a centralized hub that gives employees visibility into requests and device health. It supports internet connection testing and provides a usage metrics dashboard for
    communication with the ServiceNow® instance.

## Better together {#explore-dex-console2__section_txr_2zk_s1c}

[DEX for Service Desk Agents](https://servicenow-prod.fluidtopics.net/gyB5gBeg0YpnxHXFVC_fng "The Investigation tab displays CI metrics information along with various options. Use the options and the metrics information to view the data that helps to resolve the CI-related issues.")
:   As a Service Desk agent, navigate to the DEX device health page from the ServiceNow
    Core UI incident experience or from the Investigate tab within the Incident experience in Service Operations Workspace (SOW). Configure a computer Configuration Item (CI) and install the DEX plugin for the ability to analyze device metrics from within the platform, getting valuable insights for effective issue investigation.

    Use incident
    investigation with DEX to review device health, detected issues, and suggested resolutions. Implement resolutions and remedial actions directly from your workspace and monitor the
    status of actions. For more information, see [Incident investigation with DEX](https://servicenow-prod.fluidtopics.net/Gf0fNzbK7vcQjor8PIP0zg "Service desk agents can diagnose and resolve issues for Digital End-User Experience (DEX) monitored devices from an incident record by using DEX diagnostics and suggested resolutions.").

    Use the DEX issue diagnosis and resolution agentic workflow to resolve detected issues with automated root cause analysis, targeted resolution plans, and resolution
    summaries documented in incident records. For workflow details, see [DEX issue diagnosis and resolution agentic workflow](https://servicenow-prod.fluidtopics.net/JMk~B5cnIRdHnIusrEQRow "Use the Digital End-User Experience (DEX) issue diagnosis and resolution agentic workflow from the ServiceNow Otto panel to diagnose and resolve common issues on DEX monitored devices.").

[Software Asset Management](https://www.servicenow.com/docs/access?context=c_SoftwareAssetMgmt&version=australia&pubname=australia-it-asset-management&ft:locale=en-US)
:   Unifying the experience of DEX application with Software Asset Management (SAM) software enables you to access SAM-normalized software content. This integration provides software metering data from DEX to integrate with SAM for software licensing reclamation and, in turn, reduce software license costs. For more information, see [Using DEX or SAM for application monitoring](https://servicenow-prod.fluidtopics.net/_~h~4iswnEoujlP4puOQ0w "Monitor your application usage and performance with Software Asset Management (SAM) or Digital End-User Experience (DEX), depending on your organization's needs. SAM and DEX both use the Agent Client Collector (ACC).").

## What to explore next {#explore-dex-console2__cf-exploring-parent-links}

To learn more about configuring and using Digital End-User Experience, see:

* [Configure 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.").
* [Monitor 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.")
* [Use the Desktop Assistant.](https://servicenow-prod.fluidtopics.net/waaSlg5432VQGuLOv36HaQ "Use DEX Desktop Assistant to get quick access to self-service and diagnostic tools, notifications about outages and announcements, and support resources.")
* [Get 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.").
* [Tracking digital experience using Digital Experience Score​ dashboard](https://servicenow-prod.fluidtopics.net/Rl~qbTvpU1llFQEKU5hvcA "Get insights into the digital experience of your employees using the Digital Experience Score​ dashboard. You can drill down into the device and application health data to create informed action plans if the employee experience needs improvement.").
{#explore-dex-console2__ul_lnp_yf5_kdc}