Digital End-User Experience

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Digital End-User Experience

    ServiceNow® Digital End-User Experience (DEX) provides robust monitoring capabilities for applications, networks, and devices to enhance performance across various channels. It empowers IT professionals to oversee end-user technology effectively, improving employee experiences and facilitating self-service solutions for common issues.

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    Key Features

    • Application and Device Health: Monitors user experience data and performance metrics to support effective management of applications, users, and devices.
    • Desktop Assistant: Integrates ServiceNow functionalities into daily workflows, allowing employees to troubleshoot issues, receive notifications, and interact seamlessly with the Virtual Agent.
    • DEX Content Playbook: Provides monitoring for web and installed applications, user device health, and includes diagnostic actions for user troubleshooting.
    • Self-service Functionality: Accessible through Desktop Assistant, Employee Center, and the Virtual Agent, enabling users to resolve device issues and take necessary actions independently.
    • Proactive Engagement: Detects digital experience issues early, helping employees self-solve problems and enhancing overall productivity and satisfaction.

    Key Outcomes

    By implementing DEX, organizations can expect improved employee technology experiences, increased productivity, and efficient self-service capabilities. This comprehensive monitoring and remediation framework helps to maintain optimal digital workplace performance.

    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

    ServiceNow DEX empowers you as IT professionals with proactive oversight of end-user applications, devices, and networks. The DEX capabilities enable your organization to improve the technology experience for its employees, make it simple for them to self-solve issues and engage with a knowledgeable IT team when extra support is needed.

    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.

    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.

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