Digital End-User Experience release notes
Summarize
Summary of Digital End-User Experience Release Notes
The ServiceNow® Digital End-User Experience (DEX) solution is a cloud-based tool designed to enhance IT visibility and monitoring of user applications, networks, and devices. It includes two key products: Application and Device Health, which allows proactive resolution of issues, and Desktop Assistant, providing easy access to self-service options.
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Key Features
- Application and Device Health: Monitor applications and devices to prevent downtime and maintain productivity. Key functionalities include:
- Real-time monitoring of performance metrics such as CPU, memory, and disk usage.
- Alert thresholds to identify issues early and optimize the digital experience.
- Enhanced Discovery for accurate data collection and software inventory tracking.
- Desktop Assistant: Facilitates employee self-service and timely notifications. Features include:
- Self-diagnostics tools like network speed tests and device health checks.
- Integration with Virtual Agent for chat-based support.
- Monitoring of device connections and user logins through a dedicated dashboard.
Key Outcomes
By implementing DEX, ServiceNow customers can expect improved operational efficiency, reduced downtime, and enhanced user productivity. The DEX tools deliver actionable insights that promote proactive issue resolution and foster a secure, compliant digital workplace.
Activation Information
DEX can be installed by requesting it from the ServiceNow Store. Ensure to check browser requirements and enable the DEX browser extension for monitoring web/SaaS applications.
The ServiceNow® Digital End-User Experience (DEX) solution is a cloud-based tool providing IT with comprehensive visibility and monitoring for user applications, networks, and devices. The DEX suite includes two products: Application and Device Health for IT to proactively resolve device and application issues, and Desktop Assistant for easy access to self-service options. DEX is a new application in the Washington DC release.
DEX highlights for the Washington DC release
- Monitor and analyze performance metrics seamlessly through comprehensive visibility of applications, networks, and end-user devices.
- Take advantage of early issue detection and resolution through real-time insights, swiftly addressing potential problems before they affect end users.
- Set thresholds for alerts to address issues before they affect employee productivity by optimizing the digital experience to ensure efficient operation of applications on various channels such as desktop and web/SaaS.
See DEX Application and Device Health for more information.
DEX features
- DEX Application and Device Health
- Monitor applications and devices in order to detect issues before they result in downtime and reduce employee productivity.
- Monitor the performance, security, and compliance of the digital workplace through the DEX Dashboard unified workspace.
- Monitor the performance and security of installed and web/SaaS applications on user devices.
- Monitor real-time performance metrics including CPU, memory, disk usage, and I/O read/write operations for comprehensive insights into system resource utilization.
- Monitor user activity, as well as identify and track active and affected users.
- Set criteria and thresholds that trigger alerts when performance metrics deviate from specified parameters, which facilitates effective system monitoring and management.
- Ensure comprehensive and accurate data collection by facilitating CMDB Population through Enhanced Discovery.
- Provide detailed tracking and management capabilities for software assets through software inventory.
- DEX Content Playbook
- Access content tailored for both macOS and Windows platforms, enabling seamless monitoring of applications and devices while offering support for application remediation.
- Ensure the consistent, secure, and compliant usage of the application by establishing guidelines and rules. These DEX policies enable you to minimize data breach risks, improve data quality and accuracy, and optimize application performance and availability.
- Evaluate devices based on predetermined sets of rules and criteria related to aspects like CPU usage, memory usage, IO usage, firewall status, network tests, network bytes, and logged-in users to assess performance, security, and compliance.
- DEX Desktop Assistant
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Establish a continuous communication channel for employees to enable them to easily access self-service options and receive timely notifications from the Service Desk.
- Conduct self-diagnostics including network speed tests and device health.
- Empower employees with timely notifications of vital announcements.
- Explore ServiceNow Employee Center for a wide range of functionalities and management capabilities.
- Enrich user interaction through chat-based support and prompt responses by integrating Virtual Agent.
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Use the Desktop Assistant dashboard to monitor device connections and user logins. Track the current Desktop Assistant version on devices, ensuring your team stays updated.
The Desktop Assistant dashboard is also available as part of the Service Operations Workspace to enhance the user experience and provide enriched data for administrators.
- Use single-line uninstaller commands to facilitate cleaner file deletion and improve the upgrade process.
Activation information
Install DEX by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
For the web/SaaS application, enable the DEX browser extension for monitoring web/SaaS applications to collect various operational or performance-based metrics on your system. For more information, see Enable DEX browser extension for monitoring web/SaaS applications.
Localization information
Localization is applicable to DEX in all the languages that are supported by the ServiceNow AI Platform.