---
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 Self-service {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Digital End-user Experience Self-service (DEX Self-service) enables you to monitor device health performance, view detected issues, and use suggestion resolutions to resolve issues.

## Digital End-user Experience Self-service overview {#exploring-dex-self-service__cf-exploring-parent-overview}

With DEX Self-service, you can monitor device health on demand. When issues are detected, you can address them by using the suggested resolutions. These resolutions can be remedial actions, self-help instructions,
or links to help resources. Additionally, you can initiate device actions even when no issues are detected to maintain optimal performance of your devices and applications.

By default, DEX Self-service is inactive in the base system. To activate it, you must enable the base system issue configurations. For more information, see [Enable issue configurations for DEX Self-service](https://servicenow-prod.fluidtopics.net/TG25jyV3013t0DOdsTYRzQ "Enable issue resolutions for DEX Self-service to enable end users to self-solve device, application, and connectivity issues.").  
You can access Device health check from the following sources:{#exploring-dex-self-service__table_eqq_hgn_z2c__entry__2}

| Source | Feature |
|-|-|
| Employee Center | [Check device health using Employee Center](https://servicenow-prod.fluidtopics.net/TFLlZb37BlGQH9xNJI25lQ "Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal.") |
| Desktop Assistant | [Check device health using Desktop Assistant](https://servicenow-prod.fluidtopics.net/~UmMfWJMbp_l1Rsh4SSH0A "Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant.") |
| ServiceNow Otto for ITSM Virtual Agent | [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/mEmayenkEjGQUz~OIo2Cng "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.") |
[Table 1. DEX Self-service sources]

{#exploring-dex-self-service__table_eqq_hgn_z2c}

When you install DEX Self-service, several base system components are automatically installed. For more information, see [Components installed with DEX Self-service](https://servicenow-prod.fluidtopics.net/21Zi5QccJhod0hsqZOKukQ "Several components are installed with DEX Self-service.").

## DEX Self-service workflow for employees {#exploring-dex-self-service__cf-exploring-parent-workflow}

1. Access Device health check from any of the following sources:
   * Employee Center. See [Check device health using Employee Center](https://servicenow-prod.fluidtopics.net/TFLlZb37BlGQH9xNJI25lQ "Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal.").
   * Desktop Assistant. See [Check device health using Desktop Assistant](https://servicenow-prod.fluidtopics.net/~UmMfWJMbp_l1Rsh4SSH0A "Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant.").
   * ServiceNow Otto for ITSM Virtual Agent. See [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/mEmayenkEjGQUz~OIo2Cng "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.").
   {#exploring-dex-self-service__ul_p4y_blv_x2c}
2. (Optional) If there are multiple devices, select a device to check its health.
3. View the health of the device by performance category (Good, Average, or Poor). For more information about how device health is calculated, see [Device heath check calculation](https://servicenow-prod.fluidtopics.net/smqOCB8mK_zDTAP7qdIUVw "Device health calculation and categorization of performance as Good, Average, or Poor.").
4. (Optional) Trigger device actions for optimal device performance, even when no issues are detected.  
   Note:  
   You can access the Device actions tab from the Employee Center or Desktop Assistant.
5. Resolve device health issues by using issue-specific suggested resolutions. A resolution can be any of the following:
   * Remedial action
   * Self-help instruction
   * Link to help resources
   {#exploring-dex-self-service__ul_o5l_llv_x2c}
6. Proceed with one of the following actions based on the resolution status:
   * If the resolution is successful, select Yes or No to the feedback question to confirm if the resolution helped address the issue. If you select No, a fallback action is provided.
   * If the resolution fails and there's no improvement in device performance or if you mark an issue as unresolved, a fallback action is provided.  
     Note:  
     DEX administrators can configure fallback options as part of the issue configurations.
   {#exploring-dex-self-service__ul_grg_ylv_x2c}
{#exploring-dex-self-service__cf-exploring-parent-workflow-ol}

## DEX Self-service benefits {#exploring-dex-self-service__cf-exploring-parent-benefits}

{#exploring-dex-self-service__table_ynw_3xn_x2c__entry__3}

| Benefit | Feature | Users |
|-|-|-|
| Monitor the health of devices and applications. | [Using Digital End-user Experience Self-service](https://servicenow-prod.fluidtopics.net/02CQxOL7cAQuJfmNlAvt_A "Use Digital End-user Experience Self-service to monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the ServiceNow Otto for ITSM Virtual Agent.") | Employees |
| Monitor device health issues and take suggested steps to improve performance. If a resolution doesn't improve performance, fallback options guide you to the next steps to be taken. | [Using Digital End-user Experience Self-service](https://servicenow-prod.fluidtopics.net/02CQxOL7cAQuJfmNlAvt_A "Use Digital End-user Experience Self-service to monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the ServiceNow Otto for ITSM Virtual Agent.") | Employees |
| Maintain optimal device and application performance by triggering device actions even when no issues are detected. | [Using Digital End-user Experience Self-service](https://servicenow-prod.fluidtopics.net/02CQxOL7cAQuJfmNlAvt_A "Use Digital End-user Experience Self-service to monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the ServiceNow Otto for ITSM Virtual Agent.") | Employees |
| Configure device health categories, issues, and device actions. | [Configuring Digital End-user Experience Self-service](https://servicenow-prod.fluidtopics.net/NJuls04daOp_JLwBu5XqOw "The DEX Self-service plugin gets installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX admins.") | DEX Admin |
[Table 2. DEX Self-service benefits]

{#exploring-dex-self-service__table_ynw_3xn_x2c}

## Operating system support {#exploring-dex-self-service__section_rm1_mfh_gjc}

DEX Self-service supports Windows and macOS devices. Issue configurations for device health checks and device actions are scoped to Windows, macOS, or both, and only matching configurations are available on that device.  
The two operating systems differ in how the Agent Client Collector (ACC) agent runs device health checks and device actions.

* Windows: The ACC agent runs device health check and device actions under the ACC agent service account. For setup details, see [Install ACC for DEX on Windows](https://servicenow-prod.fluidtopics.net/XFmgyhMjdWyqiqt0MZRweA "Install Agent Client Collector (ACC) to work with Digital End-User Experience (DEX) to monitor and collect data, provide insights into system performance, identify issues, and enable proactive maintenance.").
* macOS: The ACC agent runs device health checks and device actions under a specific local service account named `_servicenow`. Using an incorrect account name during setup causes device health check and actions to appear to run but not complete successfully. For setup details, see [Install ACC for DEX on macOS](https://servicenow-prod.fluidtopics.net/tqYzXi8_OnMytkXKnTJKng "Install Agent Client Collector (ACC) to monitor and collect data in a centralized and organized manner, provide insights into system performance, identify issues, and enable proactive maintenance.") and [Configure ServiceNow sudoers file](https://servicenow-prod.fluidtopics.net/HdoOx9EEf5oC5YU4RDQtVQ "Configure the ServiceNow sudoers file to grant the servicenow user the necessary permissions to run specific commands with elevated privileges. This configuration uses a drop-in file in /etc/sudoers.d/ to maintain secure, isolated sudo rules for ServiceNow operations.").
{#exploring-dex-self-service__ul_qy3_sfh_gjc}

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

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

* [Configuring Digital End-user Experience Self-service](https://servicenow-prod.fluidtopics.net/NJuls04daOp_JLwBu5XqOw "The DEX Self-service plugin gets installed automatically with the Digital End-User Experience application. This plugin provides the Device health check capability, enabling employees to check device health based on configurations set by DEX admins.")
* [Enable issue configurations for DEX Self-service](https://servicenow-prod.fluidtopics.net/TG25jyV3013t0DOdsTYRzQ "Enable issue resolutions for DEX Self-service to enable end users to self-solve device, application, and connectivity issues.")
* [Using Digital End-user Experience Self-service](https://servicenow-prod.fluidtopics.net/02CQxOL7cAQuJfmNlAvt_A "Use Digital End-user Experience Self-service to monitor device performance using the Device health check feature available in Desktop Assistant and Employee Center, or conversationally through the ServiceNow Otto for ITSM Virtual Agent.")
* [Check device health using Employee Center](https://servicenow-prod.fluidtopics.net/TFLlZb37BlGQH9xNJI25lQ "Monitor and resolve common device performance issues independently by using Device health check through the Employee Center portal.")
* [Check device health using Desktop Assistant](https://servicenow-prod.fluidtopics.net/~UmMfWJMbp_l1Rsh4SSH0A "Monitor and resolve common device performance issues independently by using Device health check through Desktop Assistant.")
* [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/mEmayenkEjGQUz~OIo2Cng "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.")
{#exploring-dex-self-service__ul_znw_3xn_x2c}