Exploring Digital End-user Experience Self-service

  • Release version: Xanadu
  • Updated April 6, 2025
  • 4 minutes to read
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    Summary of Exploring Digital End-user Experience Self-service

    The Digital End-user Experience Self-service (DEX Self-service) enables ServiceNow customers to monitor and maintain device performance through the Device health check feature. This functionality is accessible via widgets in the Desktop Assistant, Employee Center, and conversationally through the Now Assist-enabled Virtual Agent. It allows end-users to check device health on demand, identify issues, and apply recommended resolutions, improving overall device and application performance.

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    Key Features

    • Device Health Categories: Includes monitoring for device performance, computer restart status, disk space, battery health, and the performance and stability of key applications such as Microsoft Teams, Outlook, and Zoom. Network stability components like WiFi signal strength and VPN connectivity are also included.
    • Issue Configurations: Predefined issues mapped to specific categories (e.g., low disk space, application crashes, poor battery health) are available for both macOS and Windows devices. These issues can be activated and customized by administrators.
    • Device Actions: Users can trigger maintenance actions regardless of detected issues, such as reinstalling applications on macOS (Teams, Outlook, Zoom) and clearing disk space on Windows devices.
    • Multi-Source Access: Device health checks can be initiated from Employee Center, Desktop Assistant, and the Now Assist Virtual Agent, supporting flexibility in how end-users interact with the service.
    • Resolution Workflow: Suggested resolutions are provided as remedial action buttons, self-help instructions, or URLs. Users can provide feedback on resolution effectiveness, and fallback actions are available if initial resolutions fail.

    Employee Experience

    • End-users can select their device (if multiple are present) and view health status categorized as Good, Average, or Poor.
    • Device actions are accessible regardless of device health status, enabling proactive maintenance.
    • Feedback mechanisms ensure continuous improvement by enabling users to confirm if a resolution was helpful or to trigger fallback actions if necessary.

    Benefits for ServiceNow Customers

    • Empowers employees to independently diagnose and resolve device and application performance issues, reducing IT support workload.
    • Proactive device maintenance through device actions helps maintain optimal performance even when no problems are detected.
    • Customizable configurations allow administrators to tailor categories, issues, and device actions to organizational needs.

    Next Steps

    ServiceNow customers can enable and configure DEX Self-service issue configurations to activate the feature. Additional resources are available to guide configuration, usage, and integration with Employee Center, Desktop Assistant, and Virtual Agent to maximize the end-user experience and device health management.

    The Digital End-user Experience Self-service (DEX Self-service) enables you to monitor your device performance through the Device health check, which is available as a widget in Desktop Assistant and Employee Center, or conversationally through the Now Assist-enabled Virtual Agent.

    Digital End-user Experience Self-service overview

    Using DEX Self-service you can check the device health on demand and address any detected issues by DEX by leveraging recommended resolutions, which can either be remedial actions, self-help instructions, or URLs. Additionally, the widget offers Device Actions that can be triggered even when no issues are detected on the device, allowing you to maintain good performance of the devices and applications.

    You can access Device health check from the following sources:
    Table 1. DEX Self-service sources
    Source Feature
    Employee Center Check your device's health using Employee Center
    Desktop Assistant Check your device's health using Desktop Assistant
    Now Assist for ITSM Virtual Agent
    DEX Self-service provides the following device health categories and sub-categories in the base system.:
    • Device performance
      • Computer last restart
      • Disk space
      • Battery health
    • Application(s) performance
      • MS Teams application stability
      • Outlook application stability
      • Zoom application stability
    • Network stability
      • Wifi signal strength
      • VPN connectivity
    Note:
    To configure the categories, see Configure DEX Self-service categories and subcategories.
    DEX Self-service provides the following Issue configurations which are mapped to the relevant sub-categories:
    • Computer restart pending on macOS and Windows device
    • Low disk space on Windows device
    • Low disk space on macOS device
    • MS Teams application crash on Windows device
    • MS Teams application crash on macOS device
    • Outlook application crash on Windows device
    • Outlook application crash on macOS device
    • Poor device battery health on macOS and Windows device
    • Poor WiFi signal on Windows device
    • Poor WiFi signal on macOS device
    • VPN Disconnected in Windows and macOS device
    • Zoom application crash on macOS device
    • Zoom application crash on Windows device
    Note:
    The DEX Self-service provides the following device actions in the base system:
    • MAC OS- The device action Reinstall application is available for Microsoft Teams, Microsoft Outlook, and Zoom applications.
    • Windows OS- The device action Clear disk space is available.
    Note:
    To update the device actions, see Configure DEX Self-service device actions.

    DEX Self-service Employee experience

    The Employee experience includes the following:

    1. Access the device health from any of following sources:
      • Employee Center
      • Desktop Assistant
      • Now Assist for ITSM Virtual Agent
        Note:
        To learn how the virtual agent enables you to check your device health, see .
    2. (Optional) Select the device to check its health if there are multiple devices.
    3. View the health of the device by category. It could be Good, Average, or Poor To know about how the device health is calculated, see Device heath check calculation .
      Note:
      Additionally, you can access the Device actions tab irrespective of the device performance. The Device actions tab is available if you are accessing Device health check from the Employee Center or Desktop Assistant.
    4. Take action based on the suggested resolution for any issues detected per category. A resolution can be any of the following:
      • Remedial action button
      • Self-help instructions
      • URL
    5. Based on the result of the resolution, the following options are provided:
      • If the resolution is successful, then a feedback question appears where you can select Yes or No to confirm that process was helpful in resolving the issue. If the user selects No, then the fall back action is provided.
      • If the resolution fails which means if there is no improvement in device performance or user marked issue as unresolved, then a fallback action is provided.
        Note:
        Fallback options can be configured by the DEX admin as part of the issue configurations.

    DEX Self-service benefits

    Table 2. DEX Self-service benefits
    Benefit Feature Users
    Check the health of the device and applications. Using Digital End-user Experience Self-service Employees
    Use remedial actions – Diagnose the device health and use the suggested resolutions for poor performing subcategories. The resolutions are provided either in the form of remedial action button, URL, or self-help instructions. If the resolution does not improve the performance of the subcategories, fallback options are provided. Using Digital End-user Experience Self-service Employees
    Use device actions - These actions can be used without having any issue associated with it.  These remedial actions allow the user to maintain good performance of the devices and applications. Using Digital End-user Experience Self-service Employees
    Configure the categories, issues, and device actions. Configuring Digital End-user Experience Self-service DEX Admin

    What to explore next

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